Library Customer Service

Assisting Patrons When You Don't Speak the Same Language

Last Modified: 21 March 2012
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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.

Battledecks! 2010

Last Modified: 21 March 2012
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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!

Focusing on the Bottom Line

Last Modified: 21 March 2012
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This excerpt from The Customer Driven Library examines why the multiple goals of libraries make it difficult for them to measure their success and advocates defining one easily measurable success indicator to serve as a bottom line.

Technology, Road Rage, and Customer Service

Last Modified: 21 March 2012
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Frustration with technology can make us cranky, which can spill over into our customer service interactions. Tips for curbing tech "road rage" in the bud.

5 Tips for Dealing with Difficult Patrons on the Web

Last Modified: 21 March 2012
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David Lee King, Digital Branch & Services manager at Topeka & Shawnee County Public Library, presents five ways to respond in the rare case of rude or inappropriate comments from patrons on your library's website.

What Libraries Can Learn from Bookstores

Last Modified: 21 March 2012
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Chris Rippel of the Central Kansas Library System offers a thoughtful, sometimes provocative comparison of libraries and their retail cousins. In the spotlight are sounds, layout, staffing costs, and even smells.

Serving the 21st Century Patron

Last Modified: 02 December 2010
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Archives of the December 2010 free online conference sponsored by WebJunction.