Public libraries have embraced the popularity of maker education and makerspaces by integrating maker education in their program offerings, and by developing makerspaces that enable patrons to tinker and create products. But less attention has been paid to supporting librarians and maker educators in assessing the impact of these spaces. To expand…

An academic library's single service point, where users can get answers and help with their library needs in one place, is often the first and most popular place used by students. Studies assessing desk design are rare but needed to help guide planning for renovation or service model change. This study investigated an academic library's service…

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

Change is inevitable and essential to any functioning institution. But change can be stressful, especially when it upsets established routines and patterns. Library managers need to be able to lead staff through episodes of change while remaining empathetic, and this book shows them how to: (1) Engage library staff in the process and encourage…

The best kind of learning is that which never ends--and a culture of training means that staff will be more flexible and responsive to new ideas and strategies, imperative in today's libraries. In this practical resource, leading workplace trainers Reed and Signorelli offer guidance on improving the effectiveness of training programs. Their book…

In this fully updated revision, expert instructor and librarian Peggy Johnson addresses the art in controlling and updating your library's collection. Each chapter offers complete coverage of one aspect of collection development, including suggestions for further reading and a narrative case study exploring the issue. Johnson also integrates…

Describes a library staff inservice day developed at the Oak Lawn (Illinois) Public Library to meet the needs of a staff with diverse ages, interests, and duties. Recommends offering a variety of sessions that staff may choose from, provides examples, and includes a summary of evaluation results. (LRW)

Discusses methods for the performance evaluation of supervisors and describes how an instrument for upward appraisal by the supervisor's subordinates was developed at the Dayton-Montgomery County (Ohio) Public Library. Employee focus group meetings, evaluation statements for rating by staff, and preparation of draft and final evaluation…

This bibliographic essay discusses a variety of items from the literature on the evaluation of reference services and reference personnel. A model for the evaluation process is presented on which the literature review is based. (Contains 48 references.) (LRW)

Examines the value of upward evaluation by reviewing historical outcomes of upward evaluations in industrial psychology/business literature and library literature. Also discusses the utilization of upward evaluation in libraries and focuses on results of the Western Kentucky University Libraries' annual process of supervisor evaluation. Appendixes…

Discusses the need to focus on customer service in libraries. Topics include motivating factors, including the value of library services as judged by the users; attributes of customer service; categories of customer service; identifying users; and questions to ask library staff to help evaluate their customer service. (LRW)

Discusses the use of total quality management (TQM) principles in libraries. Topics addressed include commitment from the library director; strategic planning; training needs for library staff; the identification and selection of targeted areas that would benefit from TQM; quality improvement teams; analysis; proposed solutions; and evaluation…

Offers suggestions for libraries on how to develop a customer service plan to provide excellent service, create a positive environment for staff members, foster new and continued positive relationships with patrons, and evaluate customer service goals and objectives. Also discusses policies and building appearance. (Author/LRW)

Discusses the development of an electronic reserves software system and related administrative issues at the University of Illinois, Urbana-Champaign. Topics include staffing; technical and work flow issues; education and training of users, faculty, and staff; assessment; and advice for other libraries building electronic reserve programs.…

A survey of Library of Congress staff following implementation of four optical disk reader stations measured their satisfaction with training, documentation, equipment and printing, and system reliability and usefulness. Staff found no major flaws with the system, and they saw its usefulness primarily as an access tool. (CDD)