March 21 - 23, 2012
C201 – Who Let the Dog In? Service Innovation!
Thursday, March 22, 2012
10:30 AM – 11:15 AM
Edward Cornell Law Librarian and Associate Dean for Library Services, Cornell University Law Library
In spring 2011, the Lillian Goldman Law Library at Yale found itself at the center of a media frenzy. The public relations office was fielding daily, often hourly, telephone requests from print, radio, and television journalists across the globe, who were all eager to get the scoop on the latest development at the Yale Law School. The story, featured on National Public Radio, appeared in newspapers from Sydney, Australia, to Taiwan, and, at the height of national interest, was the most emailed article in The New York Times. Happily, the story was a uniquely positive one; sitting at the heart of the media storm was a small, brown, cross-breed terrier called General Montgomery, Monty to his friends, the newly minted Yale Law School therapy dog. Quite a few law libraries now encourage a good deal of “outside the box” thinking, and are encouraged to provide creative services to patrons. Hear how the therapy dog illustrates one innovative library’s approach to fostering innovation in library services.
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