Archive for the ‘Customer Service’ Category

Different types of libraries provide different types of service. Public libraries help patrons find things; academic libraries teach students how to do the finding themselves. Working in a private firm library, I tailor the service I provide to the client: articling students and junior associates get shown how to find things, while senior partners get what they ask […]


I am feeling burned by a combination of poor customer service and Web 2.0 technology. I signed up for a workshop with one of my professional associations. This group has dived into Web 2.0 in a big way, as I registered online for the workshop and paid with PayPal. Or so I thought, as the group took my […]


I’m fortunate to live in a province that hasn’t been too badly hit by the current recession, (which I am reluctant to say is over, despite Prime Minister Harper’s announcement). And even though I have a reasonably secure private library, I still pay close attention to articles on librarians and vendors, particularly if the focus is […]


Librarian Jennifer Burns of Toronto (full disclosure: I am friends with Jennifer) went to the 10th annual Northern Exposure to Leadership Institute held in British Columbia this year. I have heard positive feedback about this focussed small group learning opportunity. It brings together both new-to-the-profession and experienced librarians. Jennifer had some interesting thoughts about where […]


It’s easy to be negative but people should acknowledge postive customer service, too. One of my responsibilities is serials management in a large special library. Did we get the latest issue of a title? Or is there a lapse in the subscription. Recently I called Aspen, a U.S. legal publisher, about claiming a missing journal […]


The little things count a lot for adding value to library service. You don’t need a gazillion dollars, but you need some imagination and consistent standards. Here are some of the things Brenda and I do: Brenda: One of my best practices is pretty basic office procedures. When I sign out a journal to a […]


The newest edition of AALL’s (American Association of Law Libraries) Spectrum has several articles I found interesting (hat tip to Library Boy Michel-Adrien Sheppard). As I’ve mentioned before, professional library associations such as AALL, SLA, and CLA all publish journals to add value to their members. I especially appreciated the articles on being a Brand Ambassador and vendor relationships. Both […]



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