Library Customer Service

  • Updated Course: Dealing with Angry Patrons

    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 ...

  • Librarians Leave "Fort Ref" and Reach Out with Reference

    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...

  • Interesting Patron Questions

    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...

  • Stories of Inclusion: Inclusive Practices at Cultural Institutions

    Although it's been 25 years since the passage of the ADA (Americans with Disabilities Act), there is still much to learn to ensure that your programs and services are fully accessible and inclusive. Don't miss this unique opportunity to attend a thre...

  • New Course: Serving Library Users on the Autism Spectrum

    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...

  • How to Traverse the World of Accents

    Have you encountered patrons who speak perfect English but with accents you are not familiar with? Have you asked them to repeat themselves so that you can address their queries? Have you felt distressed about not being able to reach your patrons hal...

  • Revisiting the Book Lady of New Orleans

    We all serve our communities by providing access to books and other resources in our libraries. Many of us struggle with tight budgets and talented but highly overworked staff. Some of us deal with similar situations under adverse circumstances, and,...

  • Public Libraries in Times of Need: Ferguson and Beyond

    The Ferguson Public Library in Missouri has become a refuge for its community which has been torn apart by the recent race-based conflict. While school has been out, the library has stepped up and offered classes led by school teachers, allowing chil...

  • Connecting with International and Immigrant Patrons in Their Own Languages

    Many public libraries across the country offer specialized classes or programs to reach out to their non-English speaking patrons. For example, in order to help its adult patrons develop English language skills in speaking and writing, the King Count...

  • Beyond the Desk: Resources for Innovative Reference Services

    Library services often begin with a question. Do you have this book? Can you help me find information for my report? Which country is the largest producer of coffee beans? As we grow up and learn, we are taught to ask questions to help us learn new i...