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Do it right! : best practices for serving young adults in school and public libraries

Author: Patrick Jones; Joel Shoemaker
Publisher: New York : Neal-Schuman Publishers, ©2001.
Series: Teens @ the library series.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
Summary:

Young adults are a growing population in libraries, yet few librarians know how to provide the unique kinds of services teenagers need. Here, the authors apply customer service theory and technique  Read more...

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Additional Physical Format: Online version:
Jones, Patrick, 1961-
Do it right!
New York : Neal-Schuman Publishers, c2001
(OCoLC)606571954
Document Type: Book
All Authors / Contributors: Patrick Jones; Joel Shoemaker
ISBN: 1555703941 9781555703943
OCLC Number: 47082358
Description: xiii, 182 p. : ill. ; 23 cm.
Contents: ch. 1. Customer service in the school library media center --
References --
ch. 2. Library heaven --
The heavenly librarian, or what's a librarian to do --
Action plan #1 : job description /job practice --
Customer service in schools : short and shorter --
Librarians serve customers --
Reference service in the school library media center --
Reference service in the school library media center --
Additional/traditional services --
Librarians create and manage the environment for customer service --
Action plan #2 : role playing --
Other considerations --
Sitting collections --
Librarians develop, maintain, and circulate the collection for customers --
Administrative support --
Action plan #3 : bosses --
Time --
References --
ch. 3. Library support staff --
Action plan #4 : sample and survey --
Support staff evaluation and staff development --
Action plan #5 : training --
Roles : we are here to help --
Talk the talk --
Supervision --
References --
ch. 4. Services to students --
Library policy and library customers : freedom vs. control --
Special populations mean special opportunities for service --
Transience --
Reference --
ch. 5. Evaluating customer service --
Risks and revelations : good news is great to hear --
But sometimes the news is bad --
A simple south east survey --
Action plan #6 : survey your customers --
Conclusions --
References --
ch. 6. Setting the stage for public library young adult service --
References --
ch. 7. Creating raving fans --
Developing a vision --
Identifying the customer --
Action plan #7 : assess the needs --
Action plan #8 : the good, the bad, and the ugly --
Delivering plus one percent more --
Action plan #9 : the menu --
References --
ch. 8. Lessons from the mall --
Teens and the Internet --
Reaching the teen market --
References --
ch. 9. Twenty steps to customer service success --
Reference --
ch. 10. Listen to your customers : buy more magazines --
References --
ch. 11. Netting pathfinders with the Big6 --
Transforming assignments --
Creating web pages --
Everybody wins --
Reference --
ch. 12. YA customer service matters --
References.
Series Title: Teens @ the library series.
Responsibility: Patrick Jones and Joel Shoemaker.

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