以人为本：为利益相关者提供以人为本的服务.pptx

1、Putting People First,Person-Centered Service for Every Library Stakeholder,Meghan KowalskiOutreach and Reference LibrarianThe University of the District of Columbia,Tell me about.,Libraries are full of people,By the end of this session.,01,02,03,Shared Framework,Practical Strategies,Methods for Buy-

2、in,What is person-centered service?,Placing the individual at the heart of every interaction,Core Pillars of Person-Centered Service,01,02,03,Empathy,Communication,Trust,Person-Centered Service Gap,Stated Values v.Lived ExperienceIts a problemPerson-centered service is a bridge,Benefits of Person-Ce

3、ntered Service,01,04,02,05,03,06,Engagement&Loyalty,Better Outcomes&Trust,Inclusivity&Equitability,Improved Staff Experience&Reduced Burnout,Stronger Case for Relevance,Organizational Resilience,The Bottom Line,This is not an add-on,it is the core work of what we doPurpose=Connecting people with wha

4、t they need/wantThe results are highly visible,Put it to Work,01,04,02,05,03,06,Language Shifts,Active Listening,Recognition,Reduce Barriers,Empathy Under Pressure,This sounds like basic customer service.,Look,Getting Started,Exit surveys,comment cards,post-chat ratings,questions and comments,Design

5、ed focus-groups and open meetings,Pay deliberate attention to how people use your space,What is it like to be a user of your library?,Micro-Feedback,Listening Sessions,Secret Shopper,Informed Decision-making,Evaluate ALL your tools and servicesKeep the human optionPilots and beta testingFix whats no

6、t working,Quick Service Audit,Who is this for?How do we know its working?Who might it be failing?,A Culture of Person-Centered Service,01,02,03,Customer service training,Show staff you care,Address fatigue&burnout,Making Changes Stick,Indiv