Library Customer Service

customer service

As our profession contemplates the future of libraries, a recurring theme surfaces: that the public trust and faith in the institution is not so much about information retrieval or document management as it is about the intangibles—the relationships, the place, the environment for learning. It is top-notch customer service that will sustain and grow libraries. Explore here the resources on communication, creating patron-focused spaces, customer service practices and dealing with difficult patrons.

Most Recently Added

Librarians Leave "Fort Ref" and Reach Out with Reference

 News / Last Modified: 14 January 2016

The role of reference is changing, and librarians at Douglas County Libraries in Colorado, United States, took an active approach to examining what reference could look like for their community. Through a series of small projects and collaborative ef...

Leaving Fort Ref: Frontiers of Embedded Librarianship

 Webinar / Last Modified: 22 December 2015

This webinar explores new approaches to reference that embed the librarian in the community, answering questions at the point of need, and growing community connections.

Interesting Patron Questions

 News / Last Modified: 11 November 2015

The reference desk of a library is truly one of the most interesting of places. Through an October poll in Crossroads, we asked WebJunction members to share the most intersting patron questions they had received, and the response was amazing! While t...

New Course: Serving Library Users on the Autism Spectrum

 News / Last Modified: 23 September 2015

Whether you knew it at the time or not, you have likely interacted with or assisted a library user with autism, as it is the fastest growing disability according to Autism Speaks, a national autism advocacy organization. A new online course, designed...