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August 2nd
Handling Customer Complaints without Taking Things Personally
Handling Customer Complaints without Taking Things Personally
Co-Sponsored by the Cincinnati Chapter of the Special Libraries Association
Wednesday, April 8th, 2009
2:00 p.m. - 3:30 p.m.
SWON Libraries Office
Rebecca Jones is a partner in Dysart & Jones Associates, specializing in strategic planning and facilitating clients' organizational design, job structuring, decision-making and problem-solving. After beginning her career working in two very progressive corporate libraries Rebecca was fortunate to move into roles in HR, IT and training. This experience led to the creation of Dysart & Jones where she has worked with public, corporate and academic libraries as well as many information-intensive organizations. Way back at the advent of e-mail (1984 for Rebecca), she developed a keen interest in how organizations "work" and the impact of technologies on work behaviours and organizational structures. She's been thoroughly enjoying studying this, helping clients deal with it and training people in the concepts for years.
PLEASE NOTE: THIS PROGRAM IS DELIVERED THROUGH WEB CONFERENCING TO THE SWON LIBRARIES OFFICE.
Organization 2.0 is a two-part course focusing on the critical success factors for and practical aspects of structuring organizations and working teams that are aligned with collaborative technologies. This course requires pre-work and provides approaches and templates for participants to apply in their own unique environments. Rebecca works with participants during the Webinar and after via e-mail, phone or IM.
Traditional organization charts have been hierarchies of "top down" or silo functions. These organizational structures no longer work when we're under pressure to create or change services at the speed of light, or when we're working closely with people in different departments, buildings, or time zones. Structuring today’s organizations isn’t easy, and neither is the change that goes along with it—especially when it means giving up reporting lines, jobs, titles, offices and departments that we're used to. This workshop leads you through factors to consider as you design or realign organizational structures that will support your strategies and objectives and enable your organization to truly take advantage of the collaborative technologies being implemented.
Critical Learning Questions
What organizational structures, reporting relationships and approaches are needed for Libraries 2.0 or Enterprises 2.0?
How do organizations truly benefit from the collaborative and social networking tools and technologies?
What do people need to successfully work together digitally or virtually?
Anyone, in management or non-management positions, who is working in an environment that is using or considering using collaborative or social networking tools and technologies, or that has people working virtually (i.e., people not physically working together).