In the online world, how do you deliver service excellence? In this interactive webinar, we will explore tips and techniques to engage users, provide a positive experience, and help users to the best of our ability.

In this interactive and informative program, attendees will learn to provide a positive experience and help users to the best of our ability, through:

•  Engaging the User
•  Creating a personal connection via online reference
•  Promoting the service effectively
•  Tips and Tricks for creating a great virtual experience

Diana Silveira ~ Biography

Diana Silveira is a librarian and President of Novare Library Services, where she works with libraries to develop, implement, and utilize technology effectively. Previously, she was employed by the Tampa Bay (FL) Library Consortium and the Charlotte Mecklenburg (NC) Library. She has an MLIS from UNC-Greensboro and a BS in psychology from Catawba College.

Her book, Library Technology Planning for Today and Tomorrow, published by Rowman and Littlefield in 2018, is now available.