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<p class="MsoNormal"><b><span lang="EN" style="font-family:"PT Sans"">MLA Academic Libraries 2016</span></b><span lang="EN" style="font-family:"PT Sans""> is a day-long event that will focus on library service in the context of higher education.
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<p class="MsoNormal"><span lang="EN" style="font-family:"PT Sans""> Join us on May 20, 2016 in Lansing to hear speakers, view posters, and participate in discussions that will help you become an advocate for excellent customer service at your library.</span><o:p></o:p></p>
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<p class="MsoNormal">Here is just a sample of the day’s offerings: <o:p></o:p></p>
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<p class="MsoNormal"><strong><span lang="EN" style="font-family:"PT Sans"">Everything is a Service: New Perspectives on Assessing the Library Using Service Design</span></strong><span lang="EN" style="font-family:"PT Sans""><br>
Academic librarians are not new to designing or assessing services, but we tend to develop these services in isolation from other services we offer.<strong><u><span style="font-family:"PT Sans"">
</span></u></strong>We need to see the whole library as an integrated and tightly coupled system. Enter service design. Service design is a holistic, co-creative methodology that puts the user at the center of the service delivery model. Service design offers
a framework and mindset to assess and contextualize services so we can see the whole picture. When viewed this way, the library's interconnections are made tangible and we, as service providers, can see the library as a unified experience as our users do.
The end result is better service for our users.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN" style="font-family:"PT Sans""><em><span style="font-family:"PT Sans"">Joe Marquez, Reed College Library<o:p></o:p></span></em></span></p>
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<p class="MsoNormal"><strong><span lang="EN" style="font-family:"PT Sans"">Emotions in the Library Workplace</span></strong><span lang="EN" style="font-family:"PT Sans""><br>
Academic librarians, like other service professionals, are expected to display certain emotions as part of their basic job responsibilities: smiling through a difficult interaction with a faculty member; calming a panicked undergraduate student; feigning enthusiasm
for a bad idea that comes from higher administration. This presentation explores the emotion process as it occurs in the workplace, summarizes the core constructs of emotional labor (EL), and suggests practices librarians can use to effectively manage emotional
regulation for effective service. <br>
<em><span style="font-family:"PT Sans"">Miriam Matteson, PhD, Kent State University<o:p></o:p></span></em></span></p>
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<p class="MsoNormal">For more information about the program schedule and registration, visit <a href="http://www.milibraries.org/events/academic-libraries-2016/">http://www.milibraries.org/events/academic-libraries-2016/</a><o:p></o:p></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">Laura Taylor<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">Library Manager
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">Macomb Community College<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">44575 Garfield Rd.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">Clinton Twp., Mi 48038-1138<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0">(586) 286-2105<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial Narrow","sans-serif";color:#7030A0"><a href="mailto:taylorla@macomb.edu"><span style="color:blue">taylorla@macomb.edu</span></a><o:p></o:p></span></p>
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