Customer Service

  • Connecting with International and Immigrant Patrons in Their Own Languages

    Many public libraries across the country offer specialized classes or programs to reach out to their non-English speaking patrons. For example, in order to help its adult patrons develop English language skills in speaking and writing, the King Count...

  • Delivering Extreme Customer Service from the Inside Out

    Fostering a culture of extreme customer service is one of the most important long-term investments a library can make, and costs almost nothing. The returns, meanwhile, are valuable beyond measure. Gretchen Caserotti, the Library Director from Meridi...

  • Today I Bent a Rule

    A session at the annual Ontario Library Association Super Conference presented by Markham Public Library (MPL) staff, called Evolution of the Revolution: Customer Service at MPL, resonated with us at Halifax Public Libraries. MPL had been grappling w...

  • Customer Service that's Cause for a Smile

    How is a library like a deli counter? Or like Nordstrom or

  • Hooray for Healthy Work Habits!

    What is your biggest stressor today?

    If you replied, "Too much to do!" you are not alone. When presenters in the recent webinar Grace Under Pressure: Tips and Tricks to Cultivate a Positive Approach asked this same question ...

  • The Future of Reference is Outside the Library

    Over the last decade, the fortress-like walls of the library reference desk have been breached in favor of more inviting structures and roving librarians. However, that's not going far enough, according to Jamie LaRue, director of Douglas County (CO)...

  • Learning from the Legend

    During the 2012 Annual ALA conference in Anaheim, three librarians from Colorado attended an all-day pre-conference at the Disney Institute, organized by ALA’s Learning Round Table. Through their panel presentations in the webinar,

  • Compassion Lost and Regained

    Compassion is a quality found in abundance in libraries. Many people enter the field spurred by an urge to help others. Library work is not generally included in the roster of “helping professions” along with health care, counseling or teaching. It s...

  • Customer Service as Core Value for Libraries

    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...