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
Interesting Patron Questions
Publish Date: News / 11 April 2022
The reference desk of a library is truly one of the most interesting of places. Through an initial poll in 2015, we asked WebJunction members to share the most interesting patron questions they had received, and the response was amazing. We recently ...
Listen. Partner. Follow Through: Community Engagement Principles
Publish Date: News / 4 April 2022
The best part of my job at OCLC is getting to hear about the impactful programs and activities that libraries create to solve community problems and help transform lives. I recently got the chance to talk to Nancy Pacheco and Elizabeth Gray from the ...
Library Signage: Effective Crisis Communications
Publish Date: Webinar / 27 January 2022
This session will looks recommended types of library signs and address aspects of library signage within crisis communications.
Pima County Library: Building Community through Cultural Humility
Publish Date: News / 25 January 2022
It’s no secret that a lot of really wonderful people work in libraries. I learn so much from having regular access to motivated, smart people who are so passionate about helping others. The best librarians possess a unique blend of conviction, commit...
Skills for Community-Centered Libraries Curriculum Available
Publish Date: News / 23 September 2021
Like many libraries across the nation, the Free Library of Philadelphia is undergoing a paradigm shift. Increasingly, our focus is not only on extensive collections but on how we are engaging with our communities. To address this shift, the Free Libr...
Exploring the SOAR (Strengths, Opportunities, Aspirations, Results) Model
Publish Date: Webinar / 5 August 2021
Explore the SOAR model as a strategy for developing asset-oriented initiatives as a step toward developing a more community-centered library.
On Implicit Bias and Communication
Publish Date: Webinar / 8 July 2021
Reflect on how life experiences, traditions, and beliefs impact communication and explore strategies for facilitating deeper discussions and stronger connections as steps toward developing a more community-centered library.
Eliminating Library Fines: Improving Community Access, Equity and Usage
Publish Date: Webinar / 15 June 2021
This webinar shares how going fine-free eliminates barriers and improves access to your library’s materials and services.
Building Connections with Community Assets
Publish Date: Webinar / 3 June 2021
Explore strategies for connecting with community assets in-person and online as a step toward developing a more community-centered library.
Mental Health First Aid and Trauma-Informed Approaches for Libraries
Publish Date: Webinar / 13 April 2021
This webinar explores how the principles of trauma-informed care and Mental Health First Aid can equip staff with the knowledge and confidence to communicate with compassion.
