Customer service in libraries : best practices

著者

書誌事項

Customer service in libraries : best practices

edited by Charles Harmon, Michael Messina ; [introduction by Audra Caplan]

The Scarecrow Press, Inc., 2013

  • : pbk

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注記

Includes bibliographical references and index

内容説明・目次

内容説明

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.

目次

* Introduction by Audra Caplan, Former President of the Public Library Association * "STARS: Launching a Customer-Service Model in Riverside County" by Mark Smith, Riverside County, CA Library System * "Technically Speaking" by Karen C. Knox, Orion Township Public Library, MI * "Reader Advisory at Darien Library" by Alan Kirk Gray, Darien Library, CT * "The Darien Library's Picture Book Reorganization: A Collection Designed with Patrons in Mind" by Kiera Parrott, Darien Library, CT * "Service Delivery Chains as a Strategy for Improving Library Customer Service" by John J. Huber, J. Huber & Associates, Tulsa, OK * "The Collaborative Conversation: Connecting Libraries and Readers using Web 2.0 Tools" by Judi Repman, Georgia Southern University, Statesboro * "Improving Customer Service by Utilizing an Existing Technology Innovatively" by Adriana Gonzalez, Texas A & M University Libraries, College Station * "Service is Personal: The Howard County Library System Customer Service Program" by Lewis Belfont, Howard County Library System, MD * "The Buzz on Patron Service" by Shannon Hodgens Halikias, Lisle Library District, IL * "Make Your Library Fantastic for Homeschoolers" by Abby Johnson, New Albany-Floyd County Public Library, IN

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