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Training Library Staff And Volunteers To Provide Extraordinary Customer Service
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Book Synopsis Training Library Staff and Volunteers to Provide Extraordinary Customer Service by : Julie Beth Todaro
Download or read book Training Library Staff and Volunteers to Provide Extraordinary Customer Service written by Julie Beth Todaro and published by ALA Neal-Schuman. This book was released on 2006 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to training library staff that covers customer service essentials, general training guidelines, preparation, assessing and anticipating the needs of patrons, tracking and responding to feedback, planning self-development days, instituting continuous learning, and more. Includes resource tools.
Book Synopsis Training Library Staff and Volunteers to Provide Extraordinary Customer Services by : Julie Beth Todaro
Download or read book Training Library Staff and Volunteers to Provide Extraordinary Customer Services written by Julie Beth Todaro and published by . This book was released on 2006 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Establishing and maintaining the best possible customer service is essential for every library. This manual aims to gives you the 'what to say' and 'what to do' to make this goal a reality.
Book Synopsis Communicating Professionally by : Catherine Sheldrick Ross
Download or read book Communicating Professionally written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2013-07-17 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new third edition of Communicating Professionally is completely revised with new sections outlining the opportunities offered by contemporary communication media.
Book Synopsis Handbook of Library Training Practice and Development by : Alan Brine
Download or read book Handbook of Library Training Practice and Development written by Alan Brine and published by Routledge. This book was released on 2016-04-22 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt: Librarians must now work at a different level from that required 20 years ago, but the training available is not always appropriate or accessible to all. The authors of this volume have responded to this significant and continuing change within the profession by offering a much-needed guide to best practice for staff training and development in library and information work. This handbook addresses new aspects of service provision both in the UK and abroad, and provides an up-to-date review of the current developments that are becoming increasingly important to librarians through the influence of the electronic age and the widening of areas of professional involvement. The Handbook of Library Training Practice and Development will be invaluable to those responsible for the development of staff and line managers as well as providing a crucial insight into the information profession for anyone new to this career path or looking to develop their knowledge within it.
Book Synopsis Conducting the Reference Interview, Third Edition by : Catherine Sheldrick Ross
Download or read book Conducting the Reference Interview, Third Edition written by Catherine Sheldrick Ross and published by American Library Association. This book was released on 2019-07-03 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the latest research in communication theory but tailored specifically for real-world application, this updated manual speaks equally to the needs of students preparing to enter the profession and those who are already fielding reference inquiries. The authors, working in consultation with a stellar advisory board of scholars and practitioners, present a convenient and comprehensive resource that will teach you how to understand the needs of public, academic, and special library users across any virtual setting—including email, text messaging, and social media—as well as in traditional and face-to-face models of communication. Packed with exercises and examples to help you practice effective reference transactions and avoid common pitfalls, this book tackles the fundamentals of the reference interview, from why it’s important in the first place to methods for setting the stage for a successful interview and techniques for finding out what the library user really wants to know; covers the ins and outs of the readers’ advisory interview; examines a wide range of contexts, such as children, young adults, parents, seniors, adults from diverse communities, and those with disabilities; presents case studies of innovative reference and user encounters at a variety of libraries; offers updated coverage of virtual reference, including new research, virtual reality transcripts, and a look at crowd-sourcing reference via social media; features new content on common microaggressions, with guidance on how to use awareness of emotion as a factor in reference interactions to ensure better outcomes; discusses topics such as respecting/protecting privacy, overcoming assumptions, implicit judgment, the importance of context, determining the real information need, and many other lessons learned from challenging reference encounters; and thoroughly addresses policy and training procedures, as well as the unique challenges faced by paraprofessionals and non-degreed staff. Find your bearings in the continually evolving hybrid reference environment through proven strategies, advice, exercises, and research from three experts in the field.
Book Synopsis Reference and Information Services by : Melissa A. Wong
Download or read book Reference and Information Services written by Melissa A. Wong and published by Bloomsbury Publishing USA. This book was released on 2020-05-04 with total page 765 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revised and updated sixth edition of Reference and Information Services continues the book's rich tradition, covering all phases of reference and information services with less emphasis on print and more emphasis on strategies and scenarios. Reference and Information Services is the go-to textbook for MSLIS and i-School courses on reference services and related topics. It is also a helpful handbook for practitioners. Authors include LIS faculty and professionals who have relevant degrees in their areas and who have published extensively on their topics. The first half of the book provides an overview of reference services and techniques for service provision, including the reference interview, ethics, instruction, reader's advisory, and services to diverse populations including children. This part of the book establishes a foundation of knowledge on reference service and frames each topic with ethical and social justice perspectives. The second part of the book offers an overview of the information life cycle and dissemination of information, followed by an in-depth examination of information sources by type—including dictionaries, encyclopedias, indexes, and abstracts—as well as by broad subject areas including government, statistics and data, health, and legal information. This second section introduces the tools and resources that reference professionals use to provide the services described in the first half of the text.
Book Synopsis Library Programs and Services by : G. Edward Evans
Download or read book Library Programs and Services written by G. Edward Evans and published by Bloomsbury Publishing USA. This book was released on 2015-06-30 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions. Supplying essential, foundational reading for students of library public services as well as an up-to-date overview for practitioners who wish to refresh their knowledge or acquaint themselves with a new area of responsibility, this book's broad and solid coverage will benefit anyone concerned with developing or maintaining the public face of the library. A revision and expansion of Libraries Unlimited's Introduction to Library Public Services: Seventh Edition, this edition has new chapters covering such topics as e-resources, collections, print and other media, and facilities and funding. Additionally, every chapter has been substantially updated and reorganized to better reflect the role of technology in library services today. The book begins with background information on public services in libraries and an analysis of the library's public service philosophy. Then, the authors delve into staffing and assessment of services, moving logically to major functional areas of public services—reference, instruction, document delivery, circulation and reserves, collections, programming, safety and security issues, and facilities and funding. Real-life anecdotes from public, academic, and school libraries illustrate principles and concepts throughout the book. For each topic, the authors detail its role and philosophy, and offer key points to remember, references, and lists for further reading.
Book Synopsis IFLA Public Library Service Guidelines by : Christie Koontz
Download or read book IFLA Public Library Service Guidelines written by Christie Koontz and published by Walter de Gruyter. This book was released on 2010-07-30 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: The public library is the prime community access point designed to respond to a multitude of ever-changing information needs. These guidelines are framed to provide assistance to library and information professionals in most situations. They assist to better develop effective services, relevant collections, and accessible formats within the context and requirements of the local community. In this exciting and complex information world it is important for professionals in search of knowledge, information and creative experience to succeed. This is the 2nd edition of The Public Library Service IFLA/UNESCO Guidelines for Development.
Book Synopsis Stellar Customer Service by : Mou Chakraborty
Download or read book Stellar Customer Service written by Mou Chakraborty and published by Bloomsbury Publishing USA. This book was released on 2016-08-29 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.
Book Synopsis Envisioning the Future of Reference by : Diane Zabel
Download or read book Envisioning the Future of Reference written by Diane Zabel and published by Bloomsbury Publishing USA. This book was released on 2020-02-25 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offering a broad overview of consequential changes in the landscape of reference services, this guide also provides practical guidance on how to meet the new challenges they present. For the past decade, librarians have been lamenting the demise of reference services. Encouraging recent research shows that reference librarians are actually in more demand than ever; however, nearly everything about reference has changed—from technologies, tools, and techniques to models of service. What are these changes, and how can the profession respond to and prepare for shifting priorities and user needs? In this volume, business librarians Diane Zabel and Lauren Reiter bring together a host of experts to answer these timely questions. Topics range from the education and training of professionals to meeting the needs and wants of employers. Covered are trends in chat reference, research consultations, do-it-yourself reference, tracking trends with user populations, assessment, and data-driven decisions about reference services. Grounded in the principle that, regardless of the evolutions in service, the user remains at the center of reference, this guide offers readers an exciting look at the future of this important public service.
Book Synopsis Academic Librarianship by : G. Edward Evans
Download or read book Academic Librarianship written by G. Edward Evans and published by American Library Association. This book was released on 2018-01-16 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: This updated edition enables readers to understand how academic libraries deliver information, offer services, and provide learning spaces in new ways to better meet the needs of today's students, faculty, and other communities of academic library users.
Book Synopsis Managerial Leadership for Librarians by : G. Edward Evans
Download or read book Managerial Leadership for Librarians written by G. Edward Evans and published by Bloomsbury Publishing USA. This book was released on 2017-10-11 with total page 398 pages. Available in PDF, EPUB and Kindle. Book excerpt: Putting library management into the unique context of the not-for-profit world, this work offers you invaluable guidance on how to manage your library effectively. Managing a library presents a significantly different challenge than managing a small business, a corporation, or even a school or charity organization. To be effective managers and excel in their careers, librarians must understand their unique position in the social landscape and leverage that role to become influential leaders. This guide shows librarians how to make the most of their inherent skills and develop new leadership strengths in order to become better library managers, advance their careers, and sustain their libraries—in spite of changing environments and shrinking budgets. The book examines many facets of managerial leadership, defines what managerial leadership is, and describes how to assess and increase leadership skills. The chapters also identify the constraints unique to libraries and explain how you can develop positive relationships with government boards, turn a vision into a practical strategic plan, and exercise fiscal control. You will gain invaluable knowledge about fund raising, developing political skills, advocacy and lobbying, and legal and ethical concerns, specifically in the library environment. The final section of the book is devoted to people skills—understanding yourself and others, developing staff, collaboration, negotiation, meetings and presentations, and creating future success.
Book Synopsis Library Dementia Services by : Timothy J. Dickey
Download or read book Library Dementia Services written by Timothy J. Dickey and published by Emerald Group Publishing. This book was released on 2020-02-28 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: There are 50 million people globally living with Alzheimer’s disease and related dementias, and tens of millions of their caregivers. Library and information professionals must learn to assist those with dementia. This book explores best practice guidelines and concrete ideas for serving those with dementia and their caregivers.
Download or read book Library + Information Update written by and published by . This book was released on 2008 with total page 572 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Library Contests by : Kathleen Imhoff
Download or read book Library Contests written by Kathleen Imhoff and published by . This book was released on 2007 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes a nine-step process for planning, organizing, and running a library contest, offering ideas and advice on how to select a contest planner and develop community partnerships, establish goals and estimate budget, define contest type, determine eligibility, schedule the contest, select a prize, choose judges, promote the contest, and evaluate success.
Book Synopsis The Medical Library Association Guide to Developing Consumer Health Collections by : Claire B. Joseph
Download or read book The Medical Library Association Guide to Developing Consumer Health Collections written by Claire B. Joseph and published by Rowman & Littlefield. This book was released on 2018-03-27 with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Medical Library Association Guide to Developing Consumer Health Collections guides both library graduate school students and seasoned librarians from academic, health sciences, and public libraries, to develop, maintain, nurture, and advertise consumer health collections. This authoritative guide from the respected Medical Library Association covers all that is involved in developing a new consumer health library including: Conducting community needs assessments and forging community partnerships Concerns about physical space, computers, and materials Funding, budgeting, and staffing Privacy and confidentiality concerns Publicity and advertising This book guides both graduate library school students and seasoned librarians from all types of libraries—academic, health center, hospital, public, and school--to develop, maintain and nurture not only consumer health collections, but also community partnerships and outreach programs. Examples of librarians’ innovative and creative consumer health initiatives are included. Chapters include all that is involved in developing a consumer health collection including conducting community needs assessments; concerns about physical space, computers, and materials; budgeting, licensing, and staffing; privacy and confidentiality concerns; and community partnership and outreach.
Book Synopsis Customer Service in Libraries by : Charles Harmon
Download or read book Customer Service in Libraries written by Charles Harmon and published by Rowman & Littlefield. This book was released on 2013 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you've got all that, here are the best practices to make stellar customer service a reality for your library's users.
