Community Agreements
Additional Customer Service Training
You can search for these workshop titles in NicheAcademy:
Ethics & Public Service;Cultural Competency Training; Addressing Homeless Issues; How to Handle Angry Customers; Optimizing Your Instruction for the Online Learner
Trauma Information Librarianship
Beyond the frustrated patron, it is very possible that you may come across patrons that have experienced trauma and are projecting it outward in their interaction with you or your staff. Review this very basic list of resource to learn how to apply a trauma informed lense to your customer service approach.
- The Trauma Informed LibraryThis LibGuide by the Capital District Library Council provides a great breakdown of how to understand trauma, how to be recognize the signs of trauma and resources on how to respond to trauma from our patrons.
- How to Implement a Trauma informed ApproachIn this PLA, Public Libraries Online, article, you will learn how to implement a Trauma informed Approach at your library.
- Creating a Trauma informed WorkforceIn this American Libraries Magazine article, author Rebecca Tolley explains how to create a trauma-informed library workforce collaborative and self care efforts.
Policies
In some cases, our library policies are the cause of our frustrated patrons and negative customer service interaction. The resources below will provide you with additional guidance on creating policies that could result in less frustrated patrons.
- ALA Recommendations on Policy DevelopmentThis website includes ALA's Recommendations on the best resources to use when developing library policies. These resources include: websites, ALA Guidelines and selected print books.
- Webjunction: Horray for Freedom: Developing Policies in Support of Ethical PracticeIn the webjunction webinar, learn how to assess your library’s current policies and procedures within a legal context, and help you draft specific policy language
- Mid-Hudson Library System Public Library Policies Development Tips & SamplesThis website includes a wealth of tips and examples on policy development including policy basics, internal policies, external policies and essential documents to support your development.
- Colorado Library Consortium Public Library Policy CollectionBrowse this easily organized collection of over 100 Public Library Policies.