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The Myth and Magic of Library Systems by Keith J. Kelley

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6

Taking on apprentices

Educating your customer base

Abstract

Taking on apprentices by educating your customer base is an integral part of maintaining good customer service while keeping budgets under control. Framing user training as a want and not a need creates an interest and drive in the user to better their understanding of the systems they use, lessening time spent with customer service and allowing them to serve themselves. This carries over into embedding automated training at the Point of Need Help, when the user is primed to learn. Other training techniques are discussed, like webinars, embedded videos, MOOCs, and peer training, as well as how to identify what training is necessary and for whom.

Keywords

User training

Point of ...

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