Category Archives: customer service

Hospitality

There are people I have worked with over the years who seemed to me to be the definition of hospitable. They will bake dozens of batches of Christmas cookies to give away. They will organize a potluck and make sure … Continue reading

Posted in customer service, Public libraries, Uncategorized | Tagged | 2 Comments

Mission first

To me, the best thing about working in a public library is that the work matters. It changes lives. It sparks interests that will lead both children and adults in new and wonderful directions. It makes it possible for people … Continue reading

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Youth Services Showing the Way

At my library, and perhaps yours too, we are looking at our services and our staff and trying to figure out what changes we should make to adapt to the changing roles of libraries. It will not surprise anyone that … Continue reading

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Construction of one kind and another

One of the hardest things about being an Assistant Director is that 90% of the great blog fodder that comes up is stuff I can’t discuss in my blog. Management involves people most of the time, and you can’t just … Continue reading

Posted in Construction, customer service, Management, Public libraries, Uncategorized | Leave a comment

I miss my dog

Well, of course I miss my dog! She was sweet and funny and beautiful and loving. It is not exactly a hot news flash that I would miss her now that she is gone at the ripe old age of … Continue reading

Posted in customer service, patrons, Public libraries, Youth Services | 1 Comment

New Pew Report: Families Use Libraries

Children’s librarians will find the new Pew Report Parents, Children, Libraries, and Reading very reassuring. As we have long suspected, the children’s department brings families into the library, and while they’re there, the adults use the libraries for themselves as … Continue reading

Posted in customer service, Disappearing print, Parents, Public libraries, Youth Services | Tagged , , , , , | 2 Comments

Reinventing the library wheel

At my library we are currently giving every one of the 270,000+ items a new RFID (Radio Frequency Identification) tag. Everyone from every level is expected to put in some time tagging, because we rented the machines to program the … Continue reading

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So Quiet You Don’t Know They’re There

Chances are, there’s a group in your library that keeps such a low profile, you hardly even notice them. When their work is executed perfectly, they become invisible. And that means they don’t get nearly enough love from their colleagues! … Continue reading

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Service with a Scowl

When you’re working at a public service desk as public librarians usually do, you are somewhat at the mercy of the public. We have all had experiences where we were trapped by someone who just wants to chat. We have … Continue reading

Posted in customer service, Management, Public libraries | 4 Comments