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Wednesday, March 20 • 10:30am - 11:30am
Time Well Spent: Fine Tune Your Communications to Improve Customer Service and Efficiency

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Interlibrary loan specialists need to be effective communicators in order to deliver exceptional service. Having efficient ways to contact customers and colleagues can simplify complex processes resulting in happier patrons. We will share communication practices from multiple interlibrary loan offices so you can incorporate the best ideas into your own workflow. There will be time at the end of the session for participants to share their successes with communication.

avatar for Carol Nelson

Carol Nelson

Resource Sharing Manager, Minitex
Carol Nelson has been working in Minitex Resource Sharing for over 30 years. Her current responsibilities include managing the University of Minnesota’s ILL Lending division (Documents to U), electronic delivery, and the Resource Sharing website.

Kay Westergren

Interlibrary loan Specialist, University of Minnesota Duluth
Kay Westergren is the Interlibrary Loan Borrowing Specialist at the University of Minnesota Duluth. She provides leadership, planning, and vision for ILL and Document Delivery. Dedication to efficient and timely customer service is a passion.

Wednesday March 20, 2019 10:30am - 11:30am EDT
Grand Ballroom 8