Customer Service in Libraries: Best Practices

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Charles Harmon, Michael Messina
Rowman & Littlefield, 2013 - Language Arts & Disciplines - 108 pages
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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 have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.
 

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Contents

The Howard County Library System Customer Service Program
1
Technology Planning as the Backbone of Good Customer Service
11
A Collection Designed with Patrons in Mind
23
Launching a Customer Service Model in Riverside County
33
Connecting Libraries and Readers Using Web 20 Tools
45
Ch06 Improving Customer Service by Utilizing an Existing Technology Innovatively
57
Ch07 Service Delivery Chains as a Strategy for Improving Library Customer Service
71
Ch08 The Buzz on Patron Service
81
Ch09 Make Your Library Fantastic for Homeschoolers
93
Index
105
About the Editors and Contributors
107
Copyright

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About the author (2013)

Charles Harmon is an Executive Editor for the Rowman & Littlefield Publishing Group. His background includes work in special, public, and school libraries.

Michael Messina is a reference librarian at the State University of New York's Maritime College. He has also worked as a researcher at The Brooklyn Academy of Music Archives. The former publisher of Applause Theatre & Cinema Books/Limelight Editions, he is a coeditor of Acts of War: Iraq and Afghanistan in Seven Plays (Northwestern University Press).

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