• WORKSHOP
IMPROVING CUSTOMER
ENGAGEMENT: A WORKSHOP
FOR LIBRARIANS
The Perdana Leadership Foundation (PLF) organised a two-
day workshop on Customer Relationship Management
(CRM) for Service Excellence: The Way Forward for Best
Practices in Libraries & Resource Centres on 19-20 April
2017, at PLF’s premises. The workshop was specifically
targeted to librarians to help them improve engagement
with library members, and increase user loyalty. This
is particularly challenging given the many alternatives
available to the traditional library, from ebooks to social
media and the internet. The facilitator, Dr Lennora Putit,
is Senior Lecturer & Head of Centre for Marketing and
Entrepreneurship Studies (CfMES), Faculty of Business &
Management, at Universiti Teknologi MARA (UiTM).
The programme was the first CRM workshop organised
by PLF and content included brand promotions and social
media skills, utilising PLF and the Carpenter Library of the
University of North Florida as case studies.
The participants also had a lucky encounter with Tun Dr
Mahathir and Tun Dr Siti Hasmah, and were entertained
specially by Tun Siti who sang and played the piano in an
impromptu finale to the workshop.
PERDANA MAGAZINE 2017
21