Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

This document addresses the advantages and disadvantages of a required bibliographic instruction program at Millikin University, Decatur, Illinois. Issues addressed include: the public relations efforts; the planning and implementation of the program; the staff requirements; and the impact on library operations and services. Course requirements,…

A research project is being conducted to design, develop, test and evaluate instructional materials for on-the-job training of library personnel. The initial efforts are concentrated on the training requirements of scientific and technical libraries and involve development of three training course packages: technology in libraries, reference tools…

This report describes the planning, implementation, and evaluation of a coordinated staff development program to offer certified, non-degree credit to non-professional librarians from small public libraries. The program plan includes a course consisting of five 3-hour sessions covering the reference interview; interlibrary loan, government…