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Changing Reference Services to Meet Patron Expectations
Archive and associated resources for December 2, 2010, session with Nancy Frederick and Ruth O'Donnell as part of Serving the 21st Century Patron 2010, online conference.
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Communication Techniques
Adapted from: www.businessballs.com, this document covers listening, body language and personal space.
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Customer Service in the Library
M&M's: Making Customer Service Meaningful and Memorable. Eleven no-cost tips for cultivating customer loyalty in your library.
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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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Dealing with the Difficult Patrons
Archive and associated resources for October 19, 2010, webinar with Paul Signorelli and Maurice Coleman on dealing with difficult patrons.
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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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Everyday Ethics for Libraries
This page links to a series of programs exploring the topic of ethics for libraries, including a video overview by Pat Wagner, a national library trainer and 9 additional webinar archives accompanied by supplementary resources.
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Homebound Services Brochure
This is the brochure that we provide to patrons who need library services delivered to their home. Feel Free to make it work for your needs.
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News from Latino Country
A blog that discusses general topics about the Latino community, developments and news related to this vibrant community, and the opportunity to comment on all of the above.
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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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Staying Committed to Great Customer Service When Your Library is in Chaos
Archive and associated resources for December 1, 2010, session with Pat Wagner as part of Serving the 21st Century Patron 2010, online conference.
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Technology, Road Rage, and Customer Service
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.
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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
Metropolitan Library System in Illinois in partnership with four member libraries, wrote an LSTA grant to bring in a nationally recognized retail space consulting firm to help understand the changing needs of library patrons.
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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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