This exciting program shows how to provide outstanding customer service in person, on the phone, and online. Putting Customers First also shows how two libraries transformed themselves by following basic principles of customer service. The Columbus (OH) Metropolitan Library implemented a 48-hour turnaround time in its technical services department in order to provide better customer service and keep their library relevant to its customers. The West...

Library Security experts and staff members discuss practical security recommendations to create an effective security policy for your library. Examples are shown of staff correctly handling security problems, including approaching rule-breaking patrons, personal safety and patrons carrying weapons. "Recommended for all libraries." ~ Library Journal.

Leading the Change: Libraries Breaking New Ground is a training program that highlights libraries that are using innovative methods to better serve their communities. The 57-minute program features the "Tower of Books Library" in Spijkenisse, The Netherlands, the DOK Library in Delft, The Netherlands, The San Diego County Library, and the Darien Public Library. In the Netherlands, the DOK Library uses creative thinking, multimedia displays, marketing...

Learn how to market your library's services to your community. From learning about your target audiences to crafting a mission statement, this program shows you how to create an effective marketing plan. In addition, you'll learn how to create a message for your library to make short-term and long-range planning a success.

This training program highlights libraries that have replaced the Dewey Decimal System for customer use. Rethinking the call number visits the Maricopa Public Library (AZ) and the Frankfort Public Library (IL) to see how their conversion to a "Dewey-less" library has gone. The results have been pretty dramatic. Even if leaving Dewey behind is not an option, this offers plenty of ideas and suggestions about library layout, signs, shelving, and more....

Use the appeal characteristics to help your patrons find the book that is most appropriate for them. You will also learn how to use the "Quick Dip" in order to learn about a book without reading it. “People love to talk about the books that they read,” according to this excellent readers - advisory instructional. Recommended for professional library collections.”- Booklist.

The program covers ADA compliance, including pulling together a focus group and designing an action plan to make the library's facilities and resources accessible. Real stories from libraries are included throughout the program. Customers with disabilities share their concerns about accessibility and provide insight to providing "reasonable accommodation." The resource guide includes a self evaluation survey concerning employment services, physical...

The training program highlights libraries that provide outstanding services to teens and shows how to replicate their successes. Serving teens in libraries showcases the outstanding services offered by the Public Library of Charlotte (NC) and Mecklenburg County, Queens (NY) Library, and the Baltimore County (MD) Public Library. LVN crews spent several days in each location to learn as much as possible about how they're successfully reaching the toughest...