Library Customer Service

  • 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...

  • Strengthening CE Content for Libraries

    Funded by a grant from the Institute of Museum and Library Services (IMLS) and driven by WebJunction in partnership with Infopeople, the Strengthening Continuing Education Content...

  • Delivering Extreme Customer Service from the Inside Out

    Fostering a culture of extreme customer service is one of the most important long-term investments a library can make, and costs almost nothing. The returns, meanwhile, are valuable beyond measure. Gretchen Caserotti, the Library Director from Meridi...

  • Today I Bent a Rule

    A session at the annual Ontario Library Association Super Conference presented by Markham Public Library (MPL) staff, called Evolution of the Revolution: Customer Service at MPL, resonated with us at Halifax Public Libraries. MPL had been grappling w...

  • Customer Service that's Cause for a Smile

    How is a library like a deli counter? Or like Nordstrom or

  • Hooray for Healthy Work Habits!

    What is your biggest stressor today?

    If you replied, “Too much to do!” you are not alone. When presenters in the recent webinar Grace Under Pressure: Ti...