Category Archives: Customer Service

Policies for the Good of the User, not Just the Library

Posted on August 29, 2012 by cbecker53

Although the article “A Tale of Two Students” (American Libraries) is about schools, it could just as easily be about public libraries.  It contains two scenarios about school acceptable use policies. In one scenario, Michael learned about appropriate online conduct, … Continue reading →

Posted in Customer Service, Equal Access, Library in Community, Policies, Public Libraries, Social Media | Tagged , , , , | Leave a comment

Recognizing Burnout (and What to Do about it)

Posted on August 6, 2012 by cbecker53

The recent American Libraries “Will’s World” column struck a chord with me.  “Your Mileage May Vary” deals, in a facetious way, with the topic he calls “library fatigue,” but more commonly known, I think, as burnout.  Especially among those of … Continue reading →

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Libraries are Hot Stuff!!

Posted on July 6, 2012 by cbecker53

The big news this week is the heat—I mean, the HEAT—as a record-breaking heat wave continues to sweep much of the United States.   The cool thing for libraries (pardon the pun) is that the heat wave provides them another … Continue reading →

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New Rules to Improve Your Library Signage!

Posted on June 22, 2012 by cbecker53

Did you know that updates to the Americans With Disabilities Act (ADA) went into effect March 15, 2012?  I didn’t.  So it was enlightening to read New ADA Signage Standards Take Effect from Library Journal: On March 15, 2012, updates … Continue reading →

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When You Say “Customer Service. . . ” You’ve Said it All

Posted on June 11, 2012 by cbecker53

I recently read the thoughtful post “Which Kind of Customer Service Do You Mean?” on Infoblog.  Good question!  When a library requests staff training on customer service, whoever is scheduling the training should be really clear on what they mean, … Continue reading →

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So Good that People Remark on It

Posted on May 21, 2012 by cbecker53

One of my very favorite articles about customer service is “Seven Steps to Remarkable Customer Service” from Joel Spolsky.  I love everything about it, starting with the title, deliberately chosen because it is about “customer service so good people remark … Continue reading →

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Making Customers Work Too Hard

Posted on May 14, 2012 by cbecker53

Today’s post in The M Word blog struck a chord with me.  Here’s the start: May I Vent? If I go to one more library’s website that doesn’t include the director’s name, I am going to SCREAM. I get it.  … Continue reading →

Posted in Customer Service, Privacy, Websites | Tagged , , , | 1 Comment

Playing Well With Others

Posted on May 7, 2012 by cbecker53

Last week, I had a very unique opportunity.  Though I’ve lived in Dane County Wisconsin for over twenty years, I had never been called for jury duty.  Until now. The jury selection process was long and interesting.   Partly because of … Continue reading →

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