CONNECT
CUSTOMER SERVICE & COMMUNITY ENGAGEMENT
As public libraries move towards being a community hub our customer needs and requirements are rapidly changing. We need to understand what our community wants and expects from us, and how to address these issues.
Getting Started with Library Customer Service - Library Creation and Learning Centers
Reference Excellence - State Library of New South Wales
Library Customer Service Papers - Webjunction
Best Practices for the Customer focused Library (PDF) – Metropolitan Library System Illinois
Dealing with difficult customers - Dale Carnegie
Dealing With Difficult People - Maria Athanasatos, Australian Library and Information Association
ENGAGING CUSTOMERS
The quality of your library is directly related to the quality of your customers’ experiences. Find ways to provide what your customers need. Stay up to date with innovation and best practice in public libraries by looking at what others are doing well. Follow these links for essential tips and practical techniques:
Best Practices for Survey Creation - Survey Monkey
Survey Design (video tutorials) - Survey Monkey
How to use Survey Monkey - Survey Monkey
Program evaluation Toolkit for Public Libraries - Shared Leadership Program
Social Media Evaluation Tool - Tech Tasters
EVALUATION OF SERVICES & PROGRAMS
It is important to evaluate your services to see what is working and what is not. Everything you do should meet the library’s strategic objectives and customer needs. Carefully prepared evaluation surveys can also help you identify new areas of interest to customers.