February 18, 2011 FACE2FACE: FINDING YOUR BALANCE IN HANDLING DIFFICULT LIBRARY CUSTOMERS

31 January 2011

Dear Colleague (s),

Warm greetings from PAARL, Inc.!

The Philippine Association of Academic and Research Librarians, Inc. (Fully Engaged, Member-Driven Association) in cooperation with Miguel de Benavides Library, University of Santo Tomas, is pleased to invite you to an afternoon forum themed on “FACE2FACE: FINDING YOUR BALANCE IN HANDLING DIFFICULT LIBRARY CUSTOMERS.” This professional activity will be held on February 18, 2011, 1pm @ the Conference Hall of the Miguel de Benavides Library of UST, España, Manila.

Is it customer-centric if I always listen to an angry client? How do I establish good library-customer chemistry? When do I say sorry? Should I or not? Do we gain some appropriate public relations with Singapore’s S-E-R-V-E Model in handling multicultural library customers? Listen, be assisted, and interact face2face with an experienced expert in a forum where attendees get a bigger understanding of CRM and acquire the needed balance prior, during and after a challenging library encounter with the most valued, the library patron.

Also @ 11am, participants are invited to (free only to forum participants) a major book exhibit entitled: LUMINA PANDIT : an Exhibition of Historical Treasures which displays the precious and significant collections of books and other materials accumulated through the years. The exhibit also reflects the growth of our nation and is prepared in celebration of the 400th year anniversary of the foundation of the University of Santo Tomas.

There is a registration of Php300.00 for members, Php350.00 for non-members and Php200.00 for students to cover the snacks and certificates. For reservation and details, please contact the undersigned or any of the Association’s officers and directors.

With your renewal and application of membership (fees: Php200.00, individual; Php500.00, institutional) for 2011, an ID is issued plus a 2011 PAARL souvenir pin is given to each individual who registers. Come @ the Miguel de Benavides Library, UST and be the first to get one.

Sincerely yours,

Sonia Gementiza
Vice President/Chair, Conference Committee

Noted by

Roderick B. Ramos
President