Category Archive: Customer service

Jun 21

Blog every day of June – Mobile device friendly libraries – Sat 21 June

We all know how much tablets, smart phones and similar devices have penetrated our society.  A look around you when you travel, when you’re in a cafe or even in your library, will show many different people working on many different devices. How easy do we make it for our users to use library services …

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Jun 17

Blog every day of June – Can there be too much customer service? – Tue 17 June

Librarians are all about customer service but there are differing levels that can be found at different libraries and even from different staff within the staff library. I have come across this with staff in the past.  A staff member would spend quite a length of time helping one library user.  That library user thought …

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Jun 10

Blog every day of June – Reference interview – Tue 10 June

One of my favourite things about being a librarian is the reference interview.  I think it is also one of the great skills of the profession and also one that is under-appreciated. I have taught the basics of reference interviews to some of our junior staff over the years and it never ceases to amaze them …

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Feb 04

VALA 2014 – Concurrent Session 3 – Cloud Gazing

Zan Li – First experience of implementing a cloud computing SaaS application – Melbourne Library Service Challenges – more systems and equipment to support and more help needed by the public. Aim to resolve these enquiries in a timely manner, utilise resources better. Looking to manage this process with software. Collected requirements researched solutions and …

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Jun 22

Blog June 2013 – Day 22 – Unpleasant side of customer service

I love helping people find what they need. The ‘customer service’ side of librarianship is one of its great attractions for many people, me included. The problem is that not all ‘customer service’ interactions are pleasant.  People are people after all and they come in to your library for a time, with all their baggage, …

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Apr 26

Customer service in libraries – what have we got right?

Besides free content to lend or access, one of libraries’ best things (generalising of course) is our customer service.  I know we try hard to provide  this for any number of reasons, but I have been surprised lately by the responses we have had to good customer service of late. In both instances, I took …

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