Customer Service in Libraries

Ask any librarian what makes a library different from a bookstore, and some will likely respond with “Computers!” or “Programs!” The contributors to this volume would ultimately argue that “Customer service!” should be the top of the list. Although the availability of computers and free programs might draw in library users initially, it is the customer service they encounter that will bring them back. This work offers food for thought on diverse topics, such as recognizing the benefit of reorganizing collections, using technology to improve customer service, reaching out to homeschooling families, and creating and establishing new customer-service initiatives. Nine case studies are presented, and most of them end with notes or a list of resources, allowing users to delve further into the topic. Through these proven best practices, this book will help librarians revitalize customer-service policies at their own libraries and inspire them to do more. * Booklist *