Customer Service

Artifact Name:         

LI805 Be Our Guest: Applying Disney Customer Service to Public Libraries (Artifact)

MLS Value:              

P.V. 1 Service: Commit to quality client-centered services, advocate for equity and value diversity in its many forms.

P.V. 2 Leadership: Demonstrate leadership potential, with creativity in problem solving and openness to new ideas.

Reflective Statement:

The purpose of Leadership and Administration of Information Organizations (LI805) is to learn about the management of information agencies through practical theory and hands on work. One of our course outcomes was to be able to understand and apply contemporary management principles to library and information organizations. For an assignment we were required to write a management paper.

I currently work at Highland City Library and I have heard my Director, Kent Slade state that the Disney Institute’s book, Be Our Guest depicts a relevant customer service schema that can be applied to libraries. I decided to read the book and see exactly how Disney Institute’s customer service theories could relate to a library setting. In my paper I discussed four main points Guestology (service population), Cast (staff), Process (client-centered services), and Setting (building layout) while comparing Disney Institute’s theories to library patron service theories related by Campbell, Deiss, and Massis.

It is advantageous to look to many resources when in a position of managing a library. The Disney Institute’s book Be Our Guest provides one such resource. In completing this artifact I learned that you can show leadership by applying outside models of customer service to patron-centered information services in libraries.