Customer Service

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
July 13, Designing for Diversity in Your Library’s Communications
Publish Date: News / 13 July 2023
Motivations, ideas, and inspiration for supporting diverse populations and creating community with care.
A Delicious Library Collaboration
Publish Date: News / 23 May 2023
Running a restaurant is no easy task. And while libraries do a lot of things amazingly well, being a restaurant operator on top of all that is a tricky proposition. But when has a challenge ever stopped a library? This is certainly the case for Toled...
May 18, Library Safety and Security: A Holistic Approach
Publish Date: News / 18 May 2023
This session will present a holistic approach for creating safe environments, through strong community relationships, inclusive policies, and empowered staff.
Partner with Indie Authors to Share Diverse Stories
Publish Date: News / 25 April 2023
Despite efforts to increase representation in publishing, the industry remains predominantly white. Authors of color often face a range of challenges, including difficulty finding literary agents, limited access to publishing opportunities, and insuf...
Hunger-Free Libraries: Food Pantries and Fridges
Publish Date: News / 4 April 2023
Food insecurity is a problem that has drawn increasing attention in recent years. Libraries have a long, rich history of partnering with government and nonprofit agencies to help improve food access, and lately they have been helping in new and creat...
Universal Design at Your Library
Publish Date: Webinar / 31 March 2023
This presentation will introduce the principles of Universal Design and offer concrete advice for how to apply each of the principles at any library.
Creating a Restorative Library Culture
Publish Date: Webinar / 22 March 2023
Learn about restorative justice and restorative practices, and how to build relationships that can help to address and repair harm done.
Library Policies for Today’s Communities
Publish Date: Webinar / 22 February 2023
View this webinar to learn the importance of crafting clear policies for your library, to help establish and set standards that ensure equity and safety for both staff and patrons.
Practical Strategies for Engaging Veteran and Military-Affiliated Patrons at Your Library
Publish Date: Webinar / 11 January 2023
This webinar introduces practical and engaging library programming ideas for serving veteran and military communities.
Social Work Approaches to Library Services
Publish Date: Webinar / 29 November 2022
Learn how a range of social work approaches can be applied to help improve library services for your community.