Customer Service Basics is designed for all levels of staff as a primer for providing outstanding customer service. Among the items covered are: --approachability. --how to complete a transaction successfully every time. --coping with unhappy customers. --effective listening.

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....

In a celebration of libraries and the dedicated people who staff them, the author argues that librarians are more important than ever, and discusses a new breed of visionary professionals who use the Web to link people and information.

Learn the stages of a reference interview and the behaviors necessary to conduct a successful reference interview. Produced with a content committee of reference librarians and trainers. The program also discusses the unique challenges of online reference interviews. "Although an online reference interview is a lot like that done in-person, the librarian needs to be also be able to emulate the unseen visual cues while conveying a sense of personality,"...

When her former director is found dead in the water, librarian Lucy Richardson will have to get to the bottom of the mystery before the killer ends her tale. It's summertime in the Outer Banks of North Carolina and Bertie James's college class is having their 40th anniversary reunion. The opening night reception is held at the Lighthouse Library and Lucy and her colleagues have assembled an exhibit of library artifacts showing how libraries have changed...

"Requests for the removal, relocation, and restriction of books -- also known as challenges -- occur with some frequency in the United States. Book Banning in 21st Century America, based on fifteen contemporary book challenges cases in schools and public libraries across the United States, argues that understanding contemporary reading practices, especially interpretive strategies, is vital to understanding why people attempt to censor books in schools...

Carrie Singleton is just about done with Clover Ridge, Connecticut until she's offered a job as the head of programs and events at the spooky local library, complete with its own librarian ghost. Her first major event is a program presented by a retired homicide detective, Al Buckley, who claims he knows who murdered Laura Foster, a much-loved part-time library aide who was bludgeoned to death fifteen years earlier. As he invites members of the audience...

"Liesl Weiss has been (mostly) happy working in the rare books department of a large university, managing details and working behind the scenes to make the head of the department look good. But when her boss has a stroke and she's left to run things, she discovers that the library's most prized manuscript is missing. Liesl tries to sound the alarm and inform the police about the missing priceless book but is told repeatedly to keep quiet to keep the...

In a fantastical, illustrated short novel, three people imprisoned in a nightmarish library plot their escape.

"With the stroke of a pen, twenty-three-year-old Ivy Radcliffe becomes Lady Hayworth, owner of a sprawling estate on the Yorkshire moors. Ivy has never heard of Blackwood Abbey, or of the ancient bloodline from which she's descended. With nothing to keepher in London since losing her brother in the Great War, she warily makes her way to her new home. The abbey is foreboding, the servants reserved and suspicious. But there is a treasure waiting behind...