"Where the Action Is" workshop Returns--Join us Wednesday, May 3rd.

Who has the greatest influence on how readers experience the library? Front-line staff, of course!

Back by popular demand, this workshop will review policies and practices for library access, circulation, and stack management, with a focus on creating a rewarding and delightful customer experience and an inviting public environment. Participants will review effective approaches to fines, overdues, and damaged materials; creating and managing borrower records; placing and delivering holds; interlibrary loan policies and practices; mail and personal delivery programs; returns and pickups; copy and fax services; management and scheduling of Internet, computer, and equipment workstations; management and scheduling of meeting and study rooms; materials packaging, maintenance, and repair; and effective practices for shelving, stack management, and housekeeping.

The workshop will also cover broader accessibility topics such as promoting staff/customer interactions; maintaining confidentiality; physical accessibility; wayfinding and signage; hours of service; and personal convenience issues such as food, drink, cell phones, and noise in the library.

Administrative topics will include training for complex systems under conditions of high turnover; policies and practices for measuring performance, with an emphasis on recording in-house use; and ways to maintain and enhance frontline customer feedback.

For more information about this workshop, and to register, visit the State Library's CE Catalog.