Customer Service in Libraries: Best Practices
Charles Harmon, Michael Messina
Scarecrow Press, Feb 13, 2013 - Language Arts & Disciplines - 118 pages
In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.
As past Public Library Association President Audra Caplan writes in her introduction to this book, “There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality.” If you’ve got all that, here are the best practices to make stellar customer service a reality for your library’s users.
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advisory antivirus software beneﬁts blog buzzers Carrollton CASSIE catalog challenge children’s library computers conﬁgured County Library create customer’s Darien Library deﬁne deﬁnition desk staff e-books employees exceptional customer service Facebook Fantastic Friday Farmers Branch ﬁnal ﬁnd ﬁnding ﬁrst ﬁve Five Years collection ﬂow glades Goodreads group study rooms Hills Public Library HOMESCHOOLER PROGRAM homeschooling families homeschooling parents Howard County identiﬁed implementation improve INTEGRATED LIBRARY SYSTEM interactions Internet librarians library management library staff Library System library’s LibraryThing LSSI needs nonﬁction offer Orion Township pager system participants patrons philosophy picture book Polaris problem RCLS readers reading reorganization Riverside County Rochester Hills Public SDC Team servers Service Delivery Chains service desk service specialists Shelfari social networking sites speciﬁc Staff Day staff members study space tion trafﬁc Twitter wait wireless network