Generating Goodwill: Turning No into Yes Export

@article{citeulike:731603, abstract = {A librarian at the Carroll County Public Library's Eldersburg branch in Maryland has created No Logs, a simple, effective tool for challenging workplace assumptions for herself and her staff. The No Logs concept requires library workers to keep a written log of all the times they say "no" to patrons and then to discuss their entries at regular staff meetings. Details of how No Logs have affected customer service at Eldersburg are provided.}, author = {Macmillan, K.}, citeulike-article-id = {731603}, comment = {Retrieved July 2, 2006 from the Library Literature \& Information database.}, journal = {American Libraries}, keywords = {customer\_service, lis404}, month = {November}, number = {10}, pages = {48--49}, posted-at = {2006-07-03 02:19:23}, priority = {2}, title = {Generating Goodwill: Turning No into Yes}, volume = {36}, year = {2005} }

TY - JOUR ID - citeulike:731603 L3 - citeulike-article-id:731603 N2 - A librarian at the Carroll County Public Library's Eldersburg branch in Maryland has created No Logs, a simple, effective tool for challenging workplace assumptions for herself and her staff. The No Logs concept requires library workers to keep a written log of all the times they say "no" to patrons and then to discuss their entries at regular staff meetings. Details of how No Logs have affected customer service at Eldersburg are provided. IS - 10 JF - American Libraries EP - 49 TI - Generating Goodwill: Turning No into Yes VL - 36 SP - 48 KW - customer_service KW - lis404 N1 - Retrieved July 2, 2006 from the Library Literature & Information database. AU - Macmillan, K PY - 2005/11// ER -