Customer Service in Libraries: Best Practices (2013)

Edited by Chris Harmon and Michael Messina

Item Number: 978-0-8108-8749-7

Publisher: Scarecrow Press, Inc.


In Customer Service in Libraries, 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 adaptable for any library to micro-approaches that emphasize 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 the library a great resource for homeschoolers.

As past Public Library Association president Audra Caplan writes in her introduction, "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.