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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.
Establishing and maintaining the best possible customer service is essential for every library. This manual aims to gives you the 'what to say' and 'what to do' to make this goal a reality.
From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.
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
Librarians must now work at a different level from that required 20 years ago, but the training available is not always appropriate or accessible to all. The authors of this volume have responded to this significant and continuing change within the profession by offering a much-needed guide to best practice for staff training and development in library and information work. This handbook addresses new aspects of service provision both in the UK and abroad, and provides an up-to-date review of the current developments that are becoming increasingly important to librarians through the influence of the electronic age and the widening of areas of professional involvement. The Handbook of Library Training Practice and Development will be invaluable to those responsible for the development of staff and line managers as well as providing a crucial insight into the information profession for anyone new to this career path or looking to develop their knowledge within it.
The new third edition of Communicating Professionally is completely revised with new sections outlining the opportunities offered by contemporary communication media.
Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions. Supplying essential, foundational reading for students of library public services as well as an up-to-date overview for practitioners who wish to refresh their knowledge or acquaint themselves with a new area of responsibility, this book's broad and solid coverage will benefit anyone concerned with developing or maintaining the public face of the library. A revision and expansion of Libraries Unlimited's Introduction to Library Public Services: Seventh Edition, this edition has new chapters covering such topics as e-resources, collections, print and other media, and facilities and funding. Additionally, every chapter has been substantially updated and reorganized to better reflect the role of technology in library services today. The book begins with background information on public services in libraries and an analysis of the library's public service philosophy. Then, the authors delve into staffing and assessment of services, moving logically to major functional areas of public services—reference, instruction, document delivery, circulation and reserves, collections, programming, safety and security issues, and facilities and funding. Real-life anecdotes from public, academic, and school libraries illustrate principles and concepts throughout the book. For each topic, the authors detail its role and philosophy, and offer key points to remember, references, and lists for further reading.
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.
This book offers a novel, more efficient, and mutually beneficial approach to attracting, training, and working with short-term staff in ways that benefit all involved: the organization, the short-term staff, and library personnel in general. After recent cutbacks in funding, many libraries now suffer permanent gaps in their staffing—gaps that have necessarily been filled by temporary staff and volunteers in order to complete essential work. Unfortunately, short-term staffing presents its own issues. But having temporary staff doesn't have to be problematic or frustrating: this book shows how short-term workers can offer libraries much more than just a solution to being shorthanded. This book will help readers better plan and more efficiently manage short-term staffing arrangements, covering how to best work with community volunteers, students earning service or academic credit, library school internships, grant contract staff, librarian post-graduate residencies, and work-study student employees. The authors present models of temporary staff human resource development and demonstrate how to apply them effectively in libraries of any size, describing how to train and enculturate short-term staff into your organization to maximize productivity. When temporary and long-term staff are set up to work together properly, having temporary staff benefits the organization with more than just their labor—the situation can refresh and update the skills of incumbent employees, too.
Putting library management into the unique context of the not-for-profit world, this work offers you invaluable guidance on how to manage your library effectively. Managing a library presents a significantly different challenge than managing a small business, a corporation, or even a school or charity organization. To be effective managers and excel in their careers, librarians must understand their unique position in the social landscape and leverage that role to become influential leaders. This guide shows librarians how to make the most of their inherent skills and develop new leadership strengths in order to become better library managers, advance their careers, and sustain their libraries—in spite of changing environments and shrinking budgets. The book examines many facets of managerial leadership, defines what managerial leadership is, and describes how to assess and increase leadership skills. The chapters also identify the constraints unique to libraries and explain how you can develop positive relationships with government boards, turn a vision into a practical strategic plan, and exercise fiscal control. You will gain invaluable knowledge about fund raising, developing political skills, advocacy and lobbying, and legal and ethical concerns, specifically in the library environment. The final section of the book is devoted to people skills—understanding yourself and others, developing staff, collaboration, negotiation, meetings and presentations, and creating future success.