We all have ideal versions of the perfect library and the perfect patron in our minds, but real life comes with real curveballs. How can a library prepare for the next difficult patron interaction? Evaluate (or develop) and revise policies to address new and ongoing situations. Improve communications skills among staff and patrons to better handle a variety of situations they are likely to encounter in the library. Take steps now to train staff, boost confidence in addressing situations, and support patrons respectfully and adequately.

A reference policy is the foundation upon which reference services are built upon. Learn how to create effective reference policies for in-person and online reference services. Also learn to write guidelines that will provide you, your colleagues, and patrons with the understanding of how reference services fit with the overall vision and mission of your library.

Whether public, academic, school or special, every manager of a library reference department is well aware that a dominant force driving the libraries of today is change. This course focuses on the changing needs of reference management and will provide attendees with the tools to put together an information audit for your reference department or library, provide a blueprint for departmental strategic planning, and offer examples of methods to assess the effectiveness of your reference department's services.

Library staff leverage customer service skills to address a range of information needs. This review of retail customer service skills and techniques will support any interaction with a patron, whether in-person, on the phone, or virtually. Identify barriers to effectively communicating with patrons and develop a strategy for staff to practice their customer service skills.

A workshop developed to strengthen librarians' interpersonal communication skills with faculty, staff, and patrons in informal settings like receptions or impromptu meetings. Topics discussed include self-introductions, making small talk, preparing to pitch the library’s services, and entering and exiting small group conversations at events.