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
Webinar / Last Modified: 13 September 2019
This webinar explores stress-reduction skills and strategies to help face challenging situations that impact our personal work styles, our organizations, and the communities we serve.
News / Last Modified: 09 September 2019
A collection of resources, webinars, courses, video, and articles on libraries and how they serve the homeless in their communities.
Webinar / Last Modified: 05 September 2019
In this webinar, learn how to commit to library customer service that will create an experience beyond all patron expectations.
Webinar / Last Modified: 04 September 2019
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.
Webinar / Last Modified: 20 August 2019
This webinar will provide you with guidance on how to prepare your library to respond to the next disaster or crisis and to support community resiliency.
News / Last Modified: 20 August 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: 08 August 2019
Putting a focus on accessibility helps create a library that can be enjoyed by more people and can connect more people to the information and resources they need. Opportunities to make libraries more accessible can include decisions about your collec...
Webinar / Last Modified: 15 July 2019
This webinar will explore ways to use healthy communication skills to address conflict and proactively contribute to a happier workplace.
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...