Magazine article American Libraries

Auditorium Speaker Series

Magazine article American Libraries

Auditorium Speaker Series

Article excerpt

Service, Disney Style

Saturday, June 26, 9:00 am - 10:30 am

Explore world-renowned Disney principles for service excellence and learn how to give the best service possible to your "customers." After you attend this session you will be able to: develop a service philosophy by understanding the Disney definition of quality service and exploring qualitative and quantitative techniques for knowing and understanding customers; develop a service theme that defines your organization's purpose and discover service standards that provide a framework for making quality decisions; and examine delivery systems that insure positive customer experiences.

ALA President's Program: Equity: Are We There Yet?

Sunday, June 27, 3:00 pm - 5:00 pm

This year marks the 50th anniversary of the landmark Brown v. Board of Education Supreme Court decision that ended officially-imposed segregation in public education and addressed the politics of equity and excellence. Join ALA President Carla D. Hayden as she welcomes Cheryl Brown Henderson, one of the children of the late Reverend Oliver Brown, whose desire to enroll his children in an all-white elementary school in Topeka, KS, led to the historic decision. Henderson, co-founder of the Brown Foundation for Educational Equity, Excellence and Research, will be joined by a panel of distinguished speakers who will assess the impact of Brown v. Board of Education after half a century. How close are we to realizing the goal of equity of access to information for all? What can we do as information professionals to ensure that all people have access to all library services and all types of library materials, no matter their age, ethnicity, physical ability, income, language, geographic location, or type of library? What strides forward have we made in the last half-century and where do we go from here? …

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