John Abbott College News


McGill Librarian Gives Talk on Customer Service Skills

by Kuniko Matsuo

St. Anne de Bellevue, 26 October.

Joseph Hafner, associate director of collection services from McGill University Library, gave a presentation about customer service, under the title of “Sorry, Glad, Sure!” to Information and Library Technologies [ILT] students.

According to Mr. Hafner, CARE + (Communication, Attitude, Respect, Empathy and reliability) is a key word for providing good customer service. This does not mean just smiling at customers, but also caring about each customer. He also pointed out the importance of communicating by body language: not only what is expressed, but also how it is expressed to customers.

Mr. Hafner explained that library staff members should recognize that they represent the library and that library patrons are their customers. In a university library, students, faculty, and staff are all customers. He also pointed out that dissatisfied customers, who do not make complaints directly to an organization, express their problems to an average of 8 to 10 people.

The presentation by Mr. Hafner gave attendees an opportunity to think through essential concepts of good customer service, by providing activities and workshops involving all the students.


Vanie Prud'homme and student Nathalie Morin

Vanie Prud'homme and student Nathalie Morin



Association des Archivistes du Québec Director visits John Abbott College

by Simon Plante and Kelly Meehan

Sainte-Anne-de-Bellevue. November 7.

Ms. Vanie Prud’homme, director of the Association des Archivistes du Québec – région Montréal, went back to school on  Friday November 2 as part of a series of presentations offered by the Information and Library Technologies department of John Abbott College.
"The 5 Ws of Archivism" covered a number of topics related to the profession of archives  and records management. Ms. Prud’homme explained the various aspects of the profession as well as the academic requirements needed for related professional positions. Archivists manage the life cycle of records, establish conservation rules, and guarantee the integrity of documents. Ms. Prud’homme struck blows at the image of archivists working in dark rooms, surrounded by old documentation. Modern-day archivists are implementing digital technology. They work in museums and hospitals, and as business consultants.
The presentation was followed by a round of questions from the audience who were keen to learn more about the line of work and the mission and goals of the association she leads.
It was the first of a number of events that focus on topics in library and information studies. They are especially interesting for students who are planning to pursue an information management-related career, but are open to everyone. “It gave me a really good insight into the profession” said one of the first-year students.
The workshop was organized by students enrolled in the public relations class.  It aimed at giving them hands-on experience on how to organize and publicize events.





Award Winning Children's Author Visits john Abbott College

by Simon Plante and Kelly Meehan

Sainte-Anne-de-Bellevue. November 30.

Acclaimed children’s book author and illustrator Alan Silberberg spoke about his craft to students of the Information and Library Technologies program of John Abbott College on Wednesday November 26.

Best known for Milo: Sticky Notes & Brain Freeze, winner of the Sid Fleischman Humor Award, Silberberg has also written, produced and created TV shows for, among others, The Disney Channel, PBS and Nickelodeon.

Silberberg related how he used to make up stories as a child. He provided insights into how he devises his children’s stories and creates characters. He also spoke about the process of writing and getting published.

The author proceeded to read extracts from Milo, the story of a boy who tries to cope with the death of his mother, as well as from his first published book, Pound Scum and a yet unfinished book.

“Mr. Silberberg knows how to captivate the audience’s heart with his sense of humour, expressive voice and drawings to make his stories come to life” commented a first-year student.

The talk was part of a series of events organized by students in the Department of Information and Library Technologies of John Abbott College.