Customer Service and the Public Library

Review #1

Sager, Don. "Customer Service and Public Libraries"  Public Libraries 40.2 (2001): 85-89.   

Sager, a contributing editor of Public Libraries, has collected four articles which address public service in public libraries. Topics covered include partnerships, planning, building design and management, and outreach. This review addresses the first article in Sager's collection, "The Pinnacle of Customer Service: Partnerships" by Valerie Gross. The author begins by discussing why customer service is important. First and foremost, librarians need to remember that providing information services to our customers is our raison d'être. Too often, we don't think of patrons as customers. Librarians need to remember that the public pays for public libraries (through taxes) as they pay for other services. (For example, service at a restaurant). Patrons deserve to receive courteous, efficient and effective service from the library in the same way they expect courtesy from other organizations or businesses. People are appreciative when you take that "extra" moment to show them where they can find a book by a favorite author, or when you suggest an author or book based on your knowledge of the persons reading preferences. Friendly efficiency saves patrons' time and makes them feel important.

While encouraging librarians to meet all patrons needs, Ms. Gross specifically mentions service to multicultural populations, such as offering bilingual story hours. Additional programs can include computer training and cooperative programs with other organizations, such as the YMCA or a senior center. Schools are a perfect match for collaboration. Some examples of collaborations include:

• Library card registration at the school during school registration

• Story hours at childcare centers

• Book collection deposits at senior centers

Sager concludes that quality customer service encourages partnerships, not only between the library and other community agencies, but also between library staff and patrons. The result is a community willing to support the library and individuals willing to advocate- and vote- for library services.