Program
Time Track I Track II
8:15-9:15 Registration & Breakfast, Visit with Vendors/Sponsors
9:15-9:30 Welcome - Barbara Kenney, Vice President, ACRL New England Chapter
9:30-10:30 Concurrent Break Out Session I
  1. Reel Them In: How to Get (and Keep) a Line at the Reference Desk. Maura Keating, Laura Kohl, Jenifer Bond [abstract]
  2. The Personal Librarian Program at Yale University. Emily Horning [abstract]
  3. Building Community: How Combined Training Improves Customer Service. Stacy Schwartz, Jenn Warner, Allison Kukla [abstract & slides]
  4. Do the Math: Usage Drives Content Decisions. Laura Crain [abstract & slides]
 Concurrent Workshops
  1. Tools for Understanding Your Customers. Sara Laughlin [abstract & slides]
  2. Developing a Mystery Shopping Program to Measure Service Quality, Performance, and the Patron Experience at the Library. Candice Benjes-Small, Liz Kocevar-Weidinger [abstract]
  3. Training Staff for Customer Service. Anne Washburne [abstract]
10:30-11:00 Visit with Vendors/Sponsors
11:00-Noon Concurrent Break Out Session II
  1. Applying Universal Design to Improve Reference and Instruction Services. Elizabeth Dolinger, Ted Chodock [abstract, slides & handouts]
  2. Gone but Not Forgotten? Are We Adequately Serving Our Study Abroad Students? Laurie Kutner [abstract]
  3. Contribution, Dedication and Inspiration - A Case Study of Students. Anthony Riccio [abstract]
  4. From Mid-Century to the Millennium: Transforming Library Space for a New Era. Kate Russell, Jennifer Ferguson [abstract & slides]
11:30-Noon   Visit with Vendors/Sponsors
Noon-1:30 Lunch and Business Meetings - Melissa Behney, President, ACRL New England Chapter
1:30-3:00 Plenary and Panel Discussion [abstract]
3:00-4:00 Social and Networking Hour -- Meet the Speakers