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Tame Your Assets

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Keep Calm and Ask a Librarian

October 12, 2013 by Ian Matzen, MLIS Leave a Comment

Recently, a customer experience record was posted to the web. In this light-hearted conversation, a client contacted Netflix customer service about a playback problem with one of their videos. The experience was positive because the user’s concern was acknowledged, inquired about, and responded to… with a bit of humor thrown in. The dialogue’s success should … [Read more…]

Posted in: Best Practices, Users, Workflows Tagged: approachability, communication, humor, librarians, reference interview, searching

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