Building Better Libraries-II (Books and digital resources)

 Years and Years ago, when we first started with bar-coding and computers, my principal said to me,"We won't need books anymore" And I strongly disagreed with her, saying "Not in my lifetime!"

 And I still feel that way today! Say you want a particular book- do  you just order it online? You could, but say you go to your  library , do they order it and then give it to you? No . But if the library has it you can borrow it for free,  And other patrons can also borrow it.   The book is stored at the library,

If the library does not have the book, then in most cases, they can get it for you on inter library loan.They even track it down for you , if you can't do it yourself. 

 Card holders can borrow digital books to read on their devices( computers, phones, tables)  This is the most basic common goal of the library. Acquiring books and resources that benefit the community of their patrons. A good library system saves money and builds community.

What does your library lend?

   While traditionally libraries loan books, cd,s DVDs. and audio books, many libraries offer more non- traditional items to their patrons.   Our library has offered ( in the springtime)  fishing poles and tackle boxes for young people under the age of 16. ( In NY, children under 16 do not need a license)

  Many other libraries  offer: telescopes, microscopes, spinning wheels, seeds, and ebook readers.
In the past I have lived in places where they also loaned art works.

 Is there any thing special that your library  allows to be borrowed??( tools, artifacts, toys, ?)
Comment here! Please leave some ideas below to we can share what other public libraries have to offer!

Customer Service Skills

  There are 7 important customer service skills that our library staff need to learn , that will improve  the library's image and standing.
1. Listen to patrons
2. Smile at Patrons
3. Watch for patron confusion ad then try to help
4. Approach the patron  & be engaged  with patron
5. Use positive body language - be inviting and make eye contact
6. Use the patrons name in conversation when providing library services
7. Smile!

    While theses are mostly self explanatory, as a Director or Manager, you may want to discuss and explain them to your staff.  If they have questions, make sure you call address them and straighten any confusion out.
You may also want to do some role playing at a staff meeting so that staff can experience how each item should be played out.  These are items that can be worked on as a staff team and developed over time.

Superior Customer Service

  All of our patrons are considered customers. And our customers /patrons are very important to help us maintain funding for our resources and programs.  So we should take time to consider our forms of customer service and the way we treat patrons.

  We could also consider our Customer Service  Policy( if we have one) . If not , we may want to develop  policy on how we want to treat our customers . We should want the library to be a friendly, welcoming place where people will want to come!

  One way we can have superior customer service is to hire exceptional employees . These employees are able to set a good example , interact easily with patrons, have a great phone voice and can communicate well via email.

  Also having the proper positive leadership  helps the change of the positive culture of our team ( staff) . In essence , Customer Service is putting the customer first by focusing on creating a positive experience.

  So here is the question: Does anyone have a customer service policy? What is in it?
If you don't have one, what do you think you should have in it? I would love to hear from you regarding  your thoughts on Customer Service,

Check out the Books For Sale Page! My ebook on sale now!

Public Libraries and Customer Service

     School librarians are on a quest to educate students how to use all of the resources in the library, including the newest technology and the latest  materials. While a public library has the same goal, public librarians must also think about customer service. Many patrons do not have the desire or time  for education, they need the information to help them in whatever they are looking for. So we must focus on Customer Service to draw them in and keep them returning.

   How can we help our patrons?   By providing services and showing them the value of our services to them and to the community.
   
   In the spirit of customer service I am thinking of ways to improve service to my patrons.So this is what I came up with.

   1. What is more important- a perfect library or helping people? - you know the answer to that.

   2.  Should I point a finger to a book or hand a paper with a call number?

   3. Can I walk to the stacks to help find an item?

   4. Can I look up online for a request?

   5. Do I greet each patron with a smile, eye contact or small chit chat?-- Remember we are a part of the community !

  6. Do I return phone calls and answer the phone  courteously and in a timely manor?

  7. Is the activity urgent or important and more important that helping patrons.

  8.  Can I help patrons with copies, computers, book suggestions,  or scanning?

  9. Is the library inviting and does the signage  show where the different sections of the library are located?

  10. Are my volunteers friendly, helpful and love to be at the library?