Category Archives: Customer Service

Improve User Satisfaction!

Posted on January 9, 2015 by cbecker53

You’ve heard me say it before.  Libraries exist for our users.  So the phrase and the act of  “user experience design” is especially applicable to our libraries. I have been following Aaron Schmidt’s blogs and articles for years.  I guess … Continue reading →

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Why?

Posted on November 25, 2014 by cbecker53

Today’s is another post with its basis in the Wisconsin Library Association conference I attended earlier this month. I heard about the book Start With Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek.  I confess, I … Continue reading →

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Avant Garde

Posted on October 23, 2014 by cbecker53

Today I’m looking at a site called The Daily Post from WordPress, and discovered that every day they publish a new “daily prompt” for bloggers to use when they’re having trouble blogging that day.  The daily prompt pushes them to … Continue reading →

Posted in Change, Collections, Customer Service, Information Services, Library in Community, Library Partnerships, Library Programs, Library Services, Public Libraries, Services, Technology | Leave a comment

Challenging Assumptions

Posted on October 21, 2014 by cbecker53

I ask that you read and think about all points in this post today: Showering in the Library (from Walking Paper ) That is all. (It’s not really about “showering in the library,” at least that’s not all it’s about.)

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This is NOT Good Service

Posted on October 3, 2014 by cbecker53

So, I’m apparently a little late to this party.  Yes, I knew some folks, and some “states” don’t like the Affordable Care Act (abbreviated ACA, and also sometimes called Obamacare).  My own state refused federal money to expand healthcare coverage … Continue reading →

Posted in Censorship, Customer Service, Information Services, Library in Community, Library Programs, Public Libraries, Services | Tagged , , , , , , | Leave a comment

How Kind are Your Library Spaces?

Posted on August 5, 2014 by cbecker53

When I do a presentation about customer service, one of things I always recommend is walking through your library and thinking like a customer. Here’s a great post on that: Examining Library Spaces Through a Kindness Audit.  (Thanks, Library Dude!) … Continue reading →

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Surprise!

Posted on July 1, 2014 by cbecker53

The Pew Research Center recently published 7 Surprises About Libraries in Our Surveys, in which they share “some surprising facts about what Americans think of libraries and the way they use them.” I think you’ll find the list interesting, and … Continue reading →

Posted in Customer Service, eBooks, Elderly, Funding, Library Funding, Library in Community, Library Services, Marketing, Privacy, Public Libraries, Reading, Technology | Tagged , , | Leave a comment

Do Your Library Users Trust and Support You?

Posted on June 26, 2014 by cbecker53

Spend some time with the post Earning Trust by Aaron Schmidt. Think about his opening premise: “Earning the trust of your library members is crucial to delivering a great user experience. Without trust, it is impossible to connect to library … Continue reading →

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What’s Wrong With This Story?

Posted on March 31, 2014 by cbecker53

Oh dear.  I have heard the theme of the blog post Kicked Out of the Library (from Pam Librarian) before.  I have to say, I find it sad. I understand the need for quiet spaces in public libraries.  But I … Continue reading →

Posted in Acceptable Behavior, Customer Service, Library in Community, Library Services, Policies, Public Libraries, Signage | Tagged , , | Leave a comment

Customer Service is Job One. . .

Posted on March 11, 2014 by cbecker53

. . . isn’t it?  I mean, if not for our library users, why are we here? Fostering a culture of extreme customer service is one of the most important long-term investments a library can make, and costs almost nothing. … Continue reading →

Posted in Customer Service, Library Programs, Library Services, Public Libraries, Services | Tagged , , | 1 Comment