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Customer Service Models for the Special Library
The author explores three customer service models for the special library - one hour dry cleaners, the grocery store, and the fast food restaurant.
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Ethics in Librarianship
Ethical standards provide a reliable and critical framework for workplace decisions and library policies.
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Pierce County Library System's 'Skills & Qualities'
In this document we have tried to define the core skills and qualities every employee needs to be successful at PCLS. Our goal was to create a short, universal list of personal skills or qualities (some call them “behavioral competencies”). This list of skills and qualities serves as the foundation for how we handle hiring, evaluation, and staff training at PCLS.
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The Continuous Improvement Approach
A chapter from The Quality Library (2008, ALA Editions) that applies the principles of Edward Deming's continuous improvement process to libraries.
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The Customer Focused Library (Webinar)
Archive and related resources from March 17, 2009 webinar about the Metropolitan Library System (Chicago) study of the customer experience from a retail perspective.
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Understanding Teens and Their Space
Chapter 1 from Teen Spaces, Second Ed. (2008 ALA Editions), that introduces how to recognize teen behavior and needs, likes and dislikes, in order to understand what is necessary and appropriate for the ideal young adult area.
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Understanding the First Amendment: Educating Library Users about the Freed
Reported cases of books being banned from libraries can be traced back for decades, throughout the US. A recent challenge was registered in New Mexico. Over the years, ALA's Office of Intellectual Freedom has been a valued resource in supporting librarians and the freedom to read.
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