OWLSweb :: Links for Libraries

Updated: July 1, 2009

Customer Service (L4L)

Web Sites

Customer Service & Interpersonal Skills
WebJunction has a variety of resources available, including courses you can take online.

Customer Service 123!
A tutorial for public library personnel training from Houston Area Library System. While the content is particular to Texas libraries, much of it is relevant for any public library regardless of location.

Standards of Library Customer Service
The Davenport Public Library (Iowa) has posted their standards for service on their web site. "Take responsibility" is a theme throughout.

Cutting Edge Customer Service Techniques for Libraries
This was a past Infopeople Workshop from 2005. Take a look at the handouts and slides for some quick, simple tips.

The Ten Commandments of Great Customer Service
From About.com. Check out the links to other articles on customer service at the bottom of the page, too.

Titles Held in InfoSoup

Creating the Customer-Driven Library: Building on the Bookstore Model by Jeannette A. Woodward (2005)
High Tech, High Touch: Library Customer Service Through Technology by Lynn Jurewicz (2003)
Do It Right!: Best Practices for Serving Young Adults in School and Public Libraries by Patrick Jones (2001)
Assessing Service Quality: Satisfying the Expectations of Library Customers by Peter Hernon (1998)
Customer Service Excellence: A Concise Guide for Librarians by Darlene E. Weingand (1997)
Customer Service & Innovation in Libraries by Glenn Miller (1996)
Customer Service: A How-To-Do-It Manual for Librarians by Suzanne Walters (1994)

Videos (CE workshops @ OWLS)

Providing World-Class Service to Your Library Patrons (Jeff Russell) - Part 1
Providing World-Class Service to Your Library Patrons (Jeff Russell) - Part 2
Providing World-Class Service to Your Library Patrons (Jeff Russell) - Part 3

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Customer Service (L4L)

Web Sites

Titles Held in InfoSoup

Videos (CE workshops @ OWLS)