Customer Service

  • Stories of Inclusion: Inclusive Practices at Cultural Institutions

    Although it's been 25 years since the passage of the ADA (Americans with Disabilities Act), there is still much to learn to ensure that your programs and services are fully accessible and inclusive. Don't miss this unique opportunity to attend a thre...

  • New Course: Serving Library Users on the Autism Spectrum

    Whether you knew it at the time or not, you have likely interacted with or assisted a library user with autism, as it is the fastest growing disability according to Autism Speaks, a national autism advocacy organization. A new online course, designed...

  • How to Traverse the World of Accents

    Have you encountered patrons who speak perfect English but with accents you are not familiar with? Have you asked them to repeat themselves so that you can address their queries? Have you felt distressed about not being able to reach your patrons hal...

  • Revisiting the Book Lady of New Orleans

    We all serve our communities by providing access to books and other resources in our libraries. Many of us struggle with tight budgets and talented but highly overworked staff. Some of us deal with similar situations under adverse circumstances, and,...

  • Public Libraries in Times of Need: Ferguson and Beyond

    The Ferguson Public Library in Missouri has become a refuge for its community which has been torn apart by the recent race-based conflict. While school has been out, the library has stepped up and offered classes led by school teachers, allowing chil...

  • 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 ...