CANDY JANETTA

Biography: Candy's career spans 10 years in Marketing and Media working at Warner Music, CNN and with blue chip clients, including BT, Dulux, Shell and Eurostar in her role as Account Director and Consultant.   She has combined her strong corporate background with coaching accreditation to become a leading business coach.   She runs coaching, management and leadership programmes for information professionals, accountants and within media and education.   Her work within the information profession includes one-to-one and team coaching, management and leadership training for the Scottish Law Librarian Group, career development workshops for the City Information Group and a professional development workshop at BIALL study weekend, 2003.   At Online 2004 her talk on “Future-proofing for success” was engaging and thought-provoking.  

Title: It's the small things that count - improving customer services for users

Summary: The session includes examples of best practice from libraries and information departments as well as from other professions.   It covers rapport building with all levels of users, including “difficult” clients, gaining a better understanding of users' needs and how best to respond to these, how to encourage users to get more out of your service and how to increase repeat visits and/or usage.   The session will include a short exercise in pairs at the end, where participants can commit to putting the techniques into practice.