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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, May 20th, 2009
2:00 p.m. - 3:30 p.m.
SWON Libraries Office
William Jones is a Research Associate Professor in the Information School at the University of Washington where he manages the Keeping Found Things Found project. Dr. Jones wrote the book "Keeping Found Things Found: The Study and Practice of Personal Information Management" (2007) and has also edited the book "Personal Information Management" (with co-editor Jaime Teevan). He holds 5 patents relating to search and PIM based upon his work for six years as a program manager at Microsoft (in Office and then in MSN Search). Dr. Jones received his doctorate from Carnegie-Mellon University for research into how human memory works.
PLEASE NOTE: THIS PROGRAM IS DELIVERED THROUGH WEB CONFERENCING TO THE SWON LIBRARIES OFFICE.
“We need to get our own house in order!”
“House” stands as a metaphor for those things that are of us, near us or owned by us – those things that ought to be under our control. One thing we might hope to get in order is our own information. The world of information out there is mostly beyond our control. But can we manage our own “houses” of information? This is a basic question of personal information management, or PIM, that drives the ongoing work of the Keeping Found Things Found (KFTF) group.
In this seminar, the instuctor reviews the practical implications of this work for our individual practices of personal information management (PIM). How should we approach the management of the information we need to understand and to change our world? Which strategies, schemes of organization and supporting tools can help us – not only now but over the coming years as our collections of digital information grow (and grow)? Which should we avoid? Some tools and schemes may look good now but have hidden “gotchas” or fail to scale over the longer run. In this seminar you will develop and apply a practical yardstick for use in addressing these and other pressing questions of personal information management.