Wednesday, December 4, 2013

Customer Service in Libraries: Best Practices

Harmon, Charles and Michael Messina (eds.) Customer Services in Libraries: Best Practices. Scarecrow Press, 2013. ISBN: 978-08108-8748-0

Librarians from  across the country describe their libraries’ best practices in the area of customer service. Model policies for customer service as well as specific advice in areas such as social media, technology planning, and services to home schoolers are covered. 

Table of Contents 
  • 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