PRESS RELEASE MAY 2007
FOR IMMEDIATE RELEASE
Reader Says Returned: A New DVD For Libraries
This month sees the release of Reader Says Returned: a DVD to support the training of frontline library staff in everyday issues of customer care.
The first in a planned series of DVDs from Westgate Films, Reader Says Returned delivers its training points in a stylish 23-minute movie, performed by professional actors in a real library location. The scriptwriter draws on two decades of service in public libraries, giving the film an authenticity – and a quirky sense of humour – that will appeal to library staff everywhere. Lending itself to a broad range of training styles, Reader Says Returned can provide an entertaining springboard for discussion on subjects such as:
· Telephone enquiries
· Difficult customers
· Disputes over charges
· Plain English
· Complaints
. Public computers
The DVD also contains a folder of supporting material, including a fully annotated transcript of the film and a slide presentation.
Westgate Films was set up in March last year by Sean Fitzgerald, a film-maker and senior lecturer in video production at BCUC, and Jon Taylor, who has spent five years as a customer services librarian.
“Libraries place a high value on customer care,” says Jon Taylor. “When it comes to training, though, it can sometimes be difficult to make the subject interesting and relevant. There are some excellent DVDs and videos around, but they tend to be about general matters of customer service, when often what you really need is some help with situations that are specific to libraries. This is where ‘Reader Says Returned’ really scores. We think this is the first DVD of its kind to be released in the
For more information, contact Jon Taylor at Westgate Films:
jon@westgatefilms.co.uk Tel: 0871 662 9881
ENDS
July 2007
Westgate Films provides Reader Says Returned for customer care training by Hertfordshire Library Service.
Reader Says Returned has recently been used successfully by Hertfordshire Library Service for a half-day course in customer care.
Here are some of the delegates' comments on the DVD:
ENDS
September 2007
CILIP publishes DVD REVIEW of Reader Says Returned in the Library and Information Gazette, 7th September 2007 issue.
ENDS
September 2007
Westgate Films provides Reader Says Returned for second customer care training session by Hertfordshire Library Service.
Reader Says Returned has been used successfully for a second time by Hertfordshire Library Service for a half-day course in customer care.
Here are some of the delegates' comments on the use of the DVD within the training session:
ENDS
May 13th 2009
Reader Says Returned is used at CILIP HQ for the AGM and Training Day of the Prision Libraries Group.
ENDS