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

Battledecks! 2010

 Document / Last Modified: 19 August 2016

Four presenters, Janie Hermann, Angie Manfredi, Toby Greenwalt and Michael Sauers, present a deck of 12 slides in 5 minutes. The twist? They've never seen the slides before!

Updated Course: Dealing with Angry Patrons

 News / Last Modified: 06 June 2016

The WebJunction team recently refreshed the LibraryU course, Dealing with Angry Patrons. The course is free, on-demand and self-paced. Register and enroll today to learn to minimize conflict, defuse patron anger and identify the underlying issues of ...

Assisting Patrons When You Don't Speak the Same Language

 Document / Last Modified: 22 March 2016

Ideally every library would have staff who could speak the languages represented in their community. The reality is that library staff are often called upon to serve patrons who speak another language. Here are resources that can help.

New Course: Serving Library Users on the Autism Spectrum

 News / Last Modified: 19 February 2016

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...

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...