Customer Service In Libraries
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Customer Service In Libraries
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Author : Charles Harmon
language : en
Publisher: Bloomsbury Publishing PLC
Release Date : 2013-02-13
Customer Service In Libraries written by Charles Harmon and has been published by Bloomsbury Publishing PLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-13 with Language Arts & Disciplines categories.
In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, “There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality.” If you’ve got all that, here are the best practices to make stellar customer service a reality for your library’s users.
Customer Service In Academic Libraries
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Author : Stephen Mossop
language : en
Publisher: Elsevier
Release Date : 2015-10-06
Customer Service In Academic Libraries written by Stephen Mossop and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-06 with Language Arts & Disciplines categories.
The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library's Front Line team is the 'human face' of the library. How well they do their job can have a massive impact on the quality of the learning experience for many students, and can directly impact upon their success. The importance of their role, and the quality of the services they offer, should not be underestimated – but in an increasingly digital world, and with potentially several thousand individuals visiting every day (whether in person or online), each with their own agendas and requirements, how can the library's Front Line team deliver the personal service that each of these individuals need? Customer Service in Academic Libraries contributes to what academic libraries, as a community, do really well - the sharing of best practice. It brings together, in one place, examples of how Front Line teams from libraries across a wide geographical area - Hong Kong, Australia, Turkey and the United Kingdom – work to 'get it right for their customers'. Between them, they cover a range of institutions including research-intensive, mixed HE/FE, private establishments and shared campuses. All have their own tales to tell, their own emphases, their own ways of doing things – and all bring their own examples of best practice, which it is hoped readers will find useful in their own context. - Discusses 'customer service' in a library setting - Translates 'management theory' into useful practice information - Examines building relationships, meeting customer needs, and marketing and communication - Provides examples of practical experience grounded in recent, transferable experience
Customer Care
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Author : Pat Gannon-Leary
language : en
Publisher: Elsevier
Release Date : 2010-03-15
Customer Care written by Pat Gannon-Leary and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-15 with Language Arts & Disciplines categories.
Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. - Dual use – reference work and/or training manual - Potential as a text book - Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services
Assessing Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2015-05-12
Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-12 with Language Arts & Disciplines categories.
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Training Library Staff And Volunteers To Provide Extraordinary Customer Service
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Author : Julie Todaro
language : en
Publisher: ALA Neal-Schuman
Release Date : 2006
Training Library Staff And Volunteers To Provide Extraordinary Customer Service written by Julie Todaro and has been published by ALA Neal-Schuman this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Business & Economics categories.
A guide to training library staff that covers customer service essentials, general training guidelines, preparation, assessing and anticipating the needs of patrons, tracking and responding to feedback, planning self-development days, instituting continuous learning, and more. Includes resource tools.
Creating The Customer Driven Library
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Author : Jeannette Woodward
language : en
Publisher: American Library Association
Release Date : 2005
Creating The Customer Driven Library written by Jeannette Woodward and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Crafts & Hobbies categories.
Building libraries on the bookstore model.
Library Security
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Author : Steve Albrecht
language : en
Publisher: American Library Association
Release Date : 2015-05-27
Library Security written by Steve Albrecht and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-27 with Architecture categories.
Library work is really all about people. And the inclusive, welcoming nature of the library means that all kinds of people pass through its doors. Not all difficult patrons are dangerous, but some frighten staff and other library users, which can lead to situations that are distracting, troubling, and fraught with liability. For more than a decade, Albrecht, a 15-year police veteran, has presented workshops for libraries on dealing with challenging patrons. His no-nonsense advice will empower library staff in their personal security and give them the tools to confidently communicate with their colleagues, patrons, and members of law enforcement regarding inappropriate behavior. In this book he addresses security issues important to all libraries, including Specific guidance for common situations, such as unruly teens, unwanted sexual advances, chronically homeless substance abusers, and moreThe elements of an effective Code of Conduct and how to enforce itTips on how to manage internet usage to minimize potential problemsHow to align with patrons and use language that defuses the conflictForming partnerships with service organizations, homeless shelters, mental health advocacy groups, and other community resourcesHow to know when it’s time to call the police, plus ideas for increasing law enforcement supportWays to make the library more secure through changes to facilitiesThrough the methods outlined in this book, Albrecht demonstrates that effective communication not only makes library users feel more comfortable but also increases staff morale, ensuring the library is place where everyone feels welcome.
Readers Advisory Service In The Public Library
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Author : Joyce G. Saricks
language : en
Publisher: American Library Association
Release Date : 2005-04-11
Readers Advisory Service In The Public Library written by Joyce G. Saricks and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-04-11 with Language Arts & Disciplines categories.
In public libraries, reference librarians are often called on to make recommendations to readers, sometimes in genres that they don't personally read. Learning how to frame a discussion and articulate the appeal of a book, author, or genre marks the essence of a successful readers' advisor.
Responding To Rapid Change In Libraries
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Author : Callan Bignoli
language : en
Publisher: American Library Association
Release Date : 2020-11-10
Responding To Rapid Change In Libraries written by Callan Bignoli and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-11-10 with Language Arts & Disciplines categories.
In the face of rapid change and an ever-widening constellation of challenges, it’s crucial for library leaders to pull back to the question of “why?” Plotting a sustainable way forward depends upon recommitting ourselves to our underlying values, such as customer service and community-building, while fostering the improvements that change makes possible. With passion, patience, and fortitude, libraries can stride confidently into the future. In this book, noted speakers and consultants Bignoli and Stara speak directly to library directors, managers, administrators, and technology staff, offering concrete guidance on setting or resetting strategic priorities. Taking an interconnected and specific approach to planning for and strengthening the library environment as a whole, their book discusses why libraries should embrace change as a fundamental part of library life; explores how to harness rapid change to provide more responsive, user-centered library service; addresses the ways in which libraries straddle the physical and the digital, in areas such as service provision and collections, illuminating how they overlap and can be improved using similar philosophies; presents both a comprehensive overview of library technologies as well as related team and change management advice, all grounded in user experience principles; shows how the concepts of sustainability and flexibility apply to physical space planning and design, from furniture selection and arrangement to infrastructure; and provides sound guidance on project management, problem solving, preparing for future challenges, personal reflection and self-care, and other leadership topics.