Putting the customer first!
Management conceptions for Libraries

Venues:

Guest House of China’s Weather Station in Peking	30.10.2006 8.30 a.m. - 4.30 p.m.	Information: Goethe-Institut Peking, +86 10 82512909-109 b@peking.goethe.org
Guangzhou Library, 42 Zhongshan Four Road, 510055 Guangzhou	1.11.2006 1.30 p.m. - 5.30 p.m.	Information: Tel.: +86 20 83344408; Fax: +86 20 83340290
Hong Kong Central Library 66 Causeway Road Causeway Bay Hong Kong	3.11.2006 6.30 p.m. - 8.00 p.m.	Information: Goethe-Institut Hongkong, +852 2829 9920 library@hongkong.goethe.org

A satisfied Customer is the best promotion and image carrier of an organisation. The business sector has realized this for a long time and responded accordingly. Also for libraries, customer satisfaction and customer retention will be the crucial tasks in the future. This speech will give you a short introduction into the basic concepts of customer-orientated management and show you in brief manner some methods how to achieve the goal of customer-and-employee-orientated management in an optimizing way. Topics like reading and education promotion, image building, setting up a network with different kinds of partners and educational organizations and cooperating with them, as well as sponsoring and lobbying will be handled. The speaker, Chief librarian in Würzburg, will give you an insight into the work of “the Library of 2003” in Germany with numerous stimuli and examples.

Dr. Hannelore Vogt
Diploma in Librarianship in Stuttgart in 1981. After working for many years as a librarian she completed her second degree, a Magister Artium (M.A.), in the subjects of Cultural Management, Cultural Science and Art History, topic: Marketing for Public Libraries. In 2003 PhD in Cultural Management; topic: Customer Satisfaction in Public Libraries.
She started her career at the University Library of Würzburg. After that she was Chief Librarian of the Bad Mergentheim City Library. In 1993, she became Chief Librarian of the City Library in Würzburg/Bavaria, where she is responsible for library management, staff and other areas.
In 2005, she gave lectures at the “Hochschule der Medien” in Stuttgart on “Public Management”. For Goethe-Institut and other institutions, she serves very often as a speaker at seminars in Germany as well as in foreign countries on library management. And, she writes articles for numerous publications in the field of culture management and library management.

Würzburg City Library earned the „Bavarian Online Award 2003“ for innovative internet applications, was the winner in the national library ranking 2003 (BIX) and was elected „Library of the Year 2003, 2006 and 2006“ by the German Library Association and the Zeit-Foundation.

Handout of the seminar as pdf-file
"Putting the Customer First!"