The idea of "reading the room" borrowed from the business world applies to how school library professionals can identify and responsively meet the needs of users. By stepping up to do work even when it is not requested, and yet in alignment with our mission, we can help sustain our library programs.

Improvisation is an effective tool for developing actors' skills. It can also be a powerful and unique means for enhancing customer service skills in the contemporary academic library environment. Interactions between library users and librarians / library staff can often be complicated and require excellent listening and communication skills.…

Keeping pace with the rapid advance of library technology and electronic services can be both exciting and daunting, especially for libraries with a small (but mighty!) staff. Out of necessity, small staffs often undertake many disparate tasks to keep electronic resources running smoothly for users. Because of these constraints, it is useful for…

The academic library has always provided electronic access to the majority of its available services to its patrons. Reference, research, instruction, and some library materials have been available online for more than a decade, but face-to-face interactions with faculty and students still defined the services and communication strategies of the…

In the past, Southern California's library access services professionals in higher education had to travel across the country for professional development and networking opportunities, but this is no longer the case. Now, through California Library Access Services South (CLASS), Southern California's Access Services professionals can network,…

The University of Central Missouri has experienced a 1,498% increase in students from India since 2012. These international students utilize interlibrary loan to request textbooks at a rate not evident in other student population groups. Their search for course textbooks impacted librarians, staff, and student workers at public desks and on chat…

The University of Baltimore Library was recently renovated. Part of the design in the newly renovated space was having one single service point, that we call the Information Desk. This desk serves as the public facing portal for what was previously three public facing service points to services by three separate departments, Academic Success,…

In 2016, Access Services staff attended a professional development course on process improvement offered at Kennesaw State University. Process improvement initiatives have been credited with devising more effective, streamlined practices by identifying and eliminating non-value-added work. The Head of Access Services adapted content from the…

The COVID-19 pandemic, which hit academic libraries in the United States during the spring semester of 2020, forced librarians and staff to redouble their efforts to reach out to users in light of newly enforced safety measures such as building closures, quarantine periods, enforced social distancing, etc. This article describes three…

A sharp decline in the number of reference queries prompted the library administration at Indiana State University to begin a project to combine the circulation, reference, and IT desks to reduce staffing at a new consolidated service point. All faculty and staff in the reference/instruction and circulation units participated in the project. The…

This issue's column focuses on online tools and resources available for leadership development of academic, public services staff. The resources are not targeted solely to professional librarians, but rather to all levels of library staff engaged with the public. In addition to inspirational and coaching videos, reviewers recommend resource guides…

Library public services staff have primarily focused on providing services through interactions with their users. Although service quality and customer satisfaction are important in the delivery of these services, the emphasis and nature of the work have often been influenced by a library-centric philosophy rather than a user-centric philosophy.…

Libraries are learning hubs that connect families to free resources, activities, and services to cultivate children's learning about topics that excite them. Despite recent technological developments which have revolutionized how we read and access information, libraries continue to evolve in order to serve their communities, especially families…

Although there is a healthy amount in the literature about the importance of motivating student library employees in an academic setting, very little of it discusses the practical aspects of how to motivate students. A supervisor must often use ideas from other disciplines, including the business world and academia. In this article, the author…

This article will highlight key points in the process of collaboration, creation, and assessment of a digital collection intended to be used initially as a classroom tool, in addition to being a model of digital scholarship that can be used for research from anywhere in the world. This project originated from a class assignment for a course in…