Recently in customer service Category

When reading the recent issue of Marketing Library Services, I came across an article about a place called DOK in the Netherlands, in Delft, to be precise. DOK calls itself a "Library Concept Center," mashing media, music, film, literature, and art together in an amazing, active, and thriving community center.

The mission of DOK is to become and remain the most advanced library in the world. Using creativity, technical innovation, and advancing scientific understanding, DOK endeavors to be an indispensable source of inspiration for its members, visitors, and partners in the city of Delft, in the Netherlands, and in the world. In this way, DOK hopes to safeguard access to the independent, objective, free flow of information that is essential for democracy now and in the future. 

Be sure the read the full article, because I think you'll be inspired by it. Jenny Levine, blogger also known as The Shifted Librarian, recently visited DOK and wrote about her trip in her blog. Take a look at Visiting the Most Modern Library in the World to see her take on this unique facility. She has also shared her photos of the trip in a Flickr set, so be sure to check that out while you're at it.

After you read the articles posted here, what do you think? Has DOK inspired you to look differently at your library? What kind of library would you like to have, assuming there were no limitations in budget, staff, or any of the other restrictions we feel daily?

>> contributed by Beth

A while ago, I came across a blurb about a librarian who waived the fines of patrons who agreed to play Dance Dance Revolution (DDR) against her on The Shifted Librarian. She recently updated that information to include new information about a program at the Wadleigh Memorial Library in Milford, NH. They allowed people to dance away late fees during their annual Patron Appreciation Day at the library. Read the full article at TelegraphNeighbors.com.

In case you didn't know or have forgotten, OWLS has gaming equipment available for member libraries to reserve and use for library programs. Maybe you'd like to use it for your next Patron Appreciation Day at your library?

What do you think? Would this fly at your library? Does it give you ideas for other ways to use gaming in your library?

>> contributed by Beth

Check out this great service offered by the San Francisco Public Library (SFPL)! They want library users to "Book a Librarian" to set up appointments to spend 30 minutes with a librarian to learn just about anything at the library. Read all about it at Best Practices: Book a Librarian for Training and Reference Assistance.

Are any of you doing something similar, formally or informally?

>> contributed by Beth

This great list of customer service advice was in this month's the LampLighter from the Wisconsin Valley Library Service. It not only has some great ideas for improving customer service at your library, but it also briefly discusses why customer service in a library is different.

>> contributed by Gerri

I found an interesting post on Walking Paper discussing charging overdue fines, which included the attempt to start an anti-fine campaign. He believes that fines are a barrier to providing service and suggests a "no overdue" policy instead. Folks have been adding their comments to this post, so it's pretty interesting reading.

What do you think? Are fines good or bad? What would or wouldn't work at your library? Add your thoughts in the comments.

>> contributed by Beth

Maggie Waggoner alerted me to a wonderful DVD called Putting Customers First. Unlike other customer service videos, this one specifically addresses customer service in libraries and provides specific examples of public libraries that have successfully implemented the techniques. The video also addresses the two types of customers libraries serve—the external ones (library users) and the internal ones (library staff). It takes less than an hour to watch the DVD, and I guarantee you’ll learn a tip or two that you’ll want to use at your library. Here’s one of my favorites: be your best self. Even when you are tired, overwhelmed and wishing it was 5 o’clock, let the customer think you’ve been waiting all day for him or her to walk in the door. It can be tough to do but the personal payoff is definitely worth it. Most of the time. ;-)

>> contributed by Leslie

In June I wrote about the customer service experience and asked OWLS libraries to tell me what you’ve done at your library to enhance the customer experience. I am thrilled to report that I received my first reply! Thank you to Elizabeth Timmins and the staff at Seymour Public Library.

“For us, at Seymour, it is all about getting out from behind the desk. I encourage teaching patrons about Infosoup by standing side by side with them and talking through the process of searching with them. I also encourage staff to walk patrons to where they want to be. Even though we have a small library, it makes all the difference to the patron to walk them to the shelf and help them find the book or material that they are requesting! This kind of effort is extra challenging in summer but we are trying our best!”

What are you doing at your library? Add your comments below.

>> contributed by Leslie