As our profession contemplates the future of libraries, a recurring theme surfaces: that the public trust and faith in the institution is not so much about information retrieval or document management as it is about the intangibles—the relationships, the place, the environment for learning. It is top-notch customer service that will sustain and grow libraries. Explore here the resources on communication, creating patron-focused spaces, customer service practices and dealing with difficult patrons.
Self-paced courses and webinar recordings on this topic are freely available in the WebJunction Course Catalog.
Most Recently Added
News / Last Modified: 18 June 2019
Customer service is one of the most consistently popular topics on WebJunction. From attendees at live webinars to users of the content in our Course Catalog, it is clear that customer service is on the minds of library staff. The interest extends be...
News / Last Modified: 06 June 2019
Libraries are evolving, leaning outside of our walls, connecting with our communities in new and powerful ways. Defining our "why" requires understanding how to shift our focus from books to people. Our purpose is to support people and thei...
News / Last Modified: 29 May 2019
A collection of resources, webinars, courses, video, and articles on libraries and how they serve the homeless in their communities.
News / Last Modified: 02 May 2019
Customer service is a core value for libraries. It is embedded in the nature of a public institution that strives to serve the needs of its community. Technological and social change are driving an evolution of the way libraries meet those needs. Man...
News / Last Modified: 16 April 2019
This is the second article in a series published in collaboration with the Association for Rural and Small Libraries (ARSL), highlighting innovation shared on ARSL's amazing and active Listserv.
ARSL member Jennifer Johnson-Spence, serves as...
Webinar / Last Modified: 04 April 2019
Join us to learn about Salt Lake City Public Library's new ground-breaking approach to strategic planning, focused on human-centered service design.
Webinar / Last Modified: 07 November 2018
In this webinar, learn how the Millvale Community Library addresses their community's food desert, uses clean energy, offers a tool-lending library, and more.
Document / Last Modified: 10 September 2018
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.
Webinar / Last Modified: 17 July 2018
In this webinar, presented in collaboration with TechSoup for Libraries, learn how Halifax Public Libraries uses asset mapping to identify immigrant community needs and develop responsive programs and services.