Keeping your calm: Dealing with obnoxiousness and anger from patrons/users, a grunts guide.

I am not going to reference this article as it is an incredibly subjective topic. Librarians are normally dealing with a plethora of users, all with different issues and needs and when those needs or expectations are not met or even afronted, there can be a surge of wrath that surges forth in ones direction. [...]

The truth about library patrons

Patrons, clients, users and god forbid call them customers, but they are never stupid. Or are they? If I wrote down all the amazingly stupid questions that I have ever been asked as a librarian, they would collect in to a few categories.  Computer related and LoCS (lack of common sense), Most of our lot [...]

No Cookies in the Library

Just to affirm the serious nature of this professional blog, a good example of what happens when monsters enter your library.

Customer Service

My first post is going to be hitting on an issue that is a fundamental part of any library, and that is the tentative happy world of Customer Service.  This thought inspired by an article that I read in CILIP Update this morning about library assistants being hired from customer care backgrounds. With the increasing [...]