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. [...]

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 [...]