"When welcoming visitors, I put on the institution’s mantle and draw on our collective resources." Understanding the issues, formalizing a welcoming policy, developing interpersonal skills, supporting teams—these are just some of the tools and ideas discussed with Héloïse Courty, director of the médiathèque L'Echo in Kremlin-Bicêtre.
At the heart of the library as an institution, the visitor services function ensures a smooth, welcoming user experience and enhances staff well-being. In this second volume devoted to providing a warm welcome, Héloïse Courty lays out a five-step approach: establish the foundations of visitor services and understand the issues involved; define a strategy and formalize a welcoming policy; develop interpersonal skills; turn the strategy into action and equip yourself with the right tools; and support and guide teams while recognizing their skills. Far more than a practical guide, this handbook is an invitation to reinvent visitor services and make them a core competency for librarians. Featuring: Héloïse Courty: Director of the médiathèque L’Echo in Kremlin-Bicêtre, Heloise Courty also oversees the quality initiative focused on welcoming the public (the médiathèque has been ISO 9001 certified since 2014). An associate lecturer at université de Paris-Ouest, where she leads the library specialization within the “Métiers du livre” master’s program, she won the management innovation award at the Grand prix Livres hebdo des Bibliothèques francophones (2013). An event organized by Presses de l'Enssib and Centre de Documentation sur les Métiers du livre, hosted by Florence Salanouve and open to everyone with advance booking: Tickets: Welcoming Visitors to the Library: A Conversation with Héloïse Courty - Billetweb . Bibliothèque Buffon - auditorium on the 5th floor
Source: paris.fr — photo: Presses de l'Enssib