CSGUK Annual Conference 2020

New Directions in Customer Services 

CSGUK Annual Conference - Friday 27 November 2020 - call for papers
Delivering customer services in the Covid19 pandemic and beyond


**Save the Date**

Plans are well underway for this year’s CSGUK annual conference which we will now be delivering virtually.


The conference will concentrate on our response to the Covid19 pandemic. This situation has led to library closures, furloughed staff and embracing digital support. Our response as a sector has been unprecedented, so has it led to a “new normal”?


  **Call for speakers**

We already have some exciting speakers lined up, and are now seeking further contributions.

Topics you might like to consider are:

  • How have you delivered services online to your users?

  • Have you gained new insights into your customers as an outcome of the situation?

  • Have you collaborated with other departments or other universities to help deliver services or give support to students?

  • Do you envision changes to the role of the physical library going forward?

  • Will this situation have a lasting effect on the work flexibility you offer to customer services staff?

  • How have you protected and supported the wellbeing of your staff and/ or students?

  • How have new members of staff been inducted into a virtual team?

  • What have your customer service team been focusing on this period?

  • What training have you introduced to support your staff during the situation and prepare them for new ways of working?

  • Have you had to furlough front line staff and how have your team reacted to this?


We’d love to hear from you if you are able to answer any of the questions above. We understand that you might not be able to provide a full abstract at the moment, but we want to hear about the lessons you have learnt in this period.


All of your ideas are welcome as we seek to deliver another innovative and impactful conference dedicated to customer service. If you are interested in speaking, please contact our Events Group Chair Helen Loughran at: H.Loughran@leedsbeckett.ac.uk by 26 June 2020.

Customer Services Group UK 2020