Joanne M. Bessler - Putting service into library staff training: a patron-centered guide
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Putting service into library staff training: a patron-centered guide
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Putting Service Into Library Staff Training : A Patron-centered Guide Occasional Papers (Library Administration and Management Association)
author
:
Bessler, Joanne M.
publisher
:
ALA Editions of the American Library Association
isbn10 | asin
:
0838934374
print isbn13
:
9780838934371
ebook isbn13
:
9780585350332
language
:
English
subject
Library employees--In-service training--United States, Libraries and readers--United States, Library education (Continuing education)--United States, Library personnel management--United States.
publication date
:
1994
lcc
:
Z668.5.B48 1994eb
ddc
:
023/.8/0973
subject
:
Library employees--In-service training--United States, Libraries and readers--United States, Library education (Continuing education)--United States, Library personnel management--United States.
Page i
Putting Service into Library Staff Training
A Patron-Centered Guide
LAMA Occasional Papers Series
Joanne M. Bessler
Page ii
Editorial manager: Joan A. Grygel
Cover design by Megan DeSantis/ALA Marketing
Interior design by Donavan Vicha
Composition by ALA Production Services in Souvenir and Optima using Ventura Publisher 3.0. Camera-ready pages output on a Varityper VT600 laser printer.
Printed on 50-pound Glatfelter, a pH-neutral stock, and bound in 10-point C1S cover stock by McNaughton & Gunn.
The paper used in this publication meets the minimum requirements of American National Standard for Information SciencesPermanence of Paper for Printed Library Materials, ANSI Z39.48-1984.
Library of Congress Cataloging-in-Publication Data
Bessler, Joanne M. Putting "service" into library staff training: a library manager's training guide / Joanne M. Bessler. p. cm. (Occasional papers / Library Administration and Management Association) Includes bibliographical references and index. ISBN 0-8389-3437-4 1. Library employeesTraining ofUnited States. 2. Libraries and readersUnited States. 3. Library education (Continuing education)United States. 4. Library personnel management United States. I. Title. II. Series: Occasional papers (Library Administration and Management Association) Z668.5.B48 1994 023' .8' 0973dc20 93-31055
Copyright 1994 by the American Library Association. All rights reserved except those which may be granted by Sections 107 and 108 of the Copyright Revision Act of 1976.
Printed in the United States of America.
98 97 96 95 5 4 3 2
Page iii
Contents
Preface
v
Introduction
1
1 Getting an Image: Developing a Mission Statement
3
2 Recruiting Kindred Spirits
8
3 Orienting toward Service
12
4 Training the Trained: Training Experienced Staff to Focus on Service
18
5 Defining Your Library's Service Commitments
23
6 Expanding the Definition of Patrons
27
7 Teaching Staff to Sell Library Services
32
8 Empowering Staff
36
9 Encouraging Good Service on Bad Days
44
10 Maintaining a Long-Term Service Commitment
52
Page iv
11 Completing the Circle
58
Conclusion: Keeping the Commitment
63
Appendix: Sample Mission Statements
65
Bibliography
69
Index
71
Page v
Preface
This guide is designed to help library managers teach staff at all levels and in every area of library work (public services, technical services, or administrative services) the attitudes and skills that will make their library a service-oriented organization. The principles offered here apply to an endless array of settings and situations. The anticipated audience includes library deans and directors, assistant directors, department heads, and unit managers in public, academic, special, state, and school libraries.
Due to the breadth and variety of audience needs, this guide offers some suggestions that are valid for some groups of readers and not for others. Although the case studies and examples will represent various levels of management and types of library settings, they will not cover every possible configuration. Each chapter ends with a brief "Planning Aid" that suggests some initial steps for turning the chapter's message into action.
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