This is a presentation for my Access to Information class, Fall 2014 at Wayne State University. I chose to focus on customer service for this presentation, as I believe the library I observed truly excels at customer service. It was a great learning experience for me.

1. Reference Observation:
Customer Service
E L Y S S A E V E R L I N G
H E RMI N A A N G H E L E S C U
L I S 6 1 2 0
2 5 N O V EMB E R 2 0 1 4

2. Introduction
*Libraries exist solely for the customer
*Customers should always remain the central focus of everything a library does
*Good service allows the library to be seen as essential within the community
*Libraries must follow the basic principles of equality and access if they wish to have a positive
reputation in the community

3. About the Library
*Located about an hour from Indianapolis
*Serves a large county, consisting of both rural and urban areas.
*The county has a population of 141,888 (In Depth Profile, 2013)
*The county-wide system has two branches. One is located in the downtown area of the major
city, and the other one is located fifteen minutes outside of the major city.
*Aside from the two branches, the system also offers homebound deliveries, jail services and a
book mobile that goes around to daycares, nursing homes and schools.

4. Cross-Training and Customer Service
*Cross training helps to make the library more efficient.
*Patrons are not given the run around when searching for an item or needing answer.
*Cross training has the potential to make employees feel more empowered and valued within
the organization.
*It can be cost-effective for the library.
*Cross training has been met with some resistance because some feel it is devaluing the MLIS.

5. RFID and Customer Service
*Was recently employed in both buildings
*Cuts down on items being missed when checked in or out
*Allows for self serve terminals to both check out and check in items
*Improperly shelved items can be found relatively easily
*The only downside being that it does cut out human interaction, although there is still a staff if
the patron wants or needs that interactions

6. Systems That Could be Improved
*Placing, pulling, trapping and transferring holds
*Computer usage and asking for ID

7. Conclusion
*Informative in both a personal and professional level
*Interesting to see how different libraries handle the same issues

8. References
InDepth Profile. (2013). Retrieved from
http://www.stats.indiana.edu/profiles/profiles.asp?scope_choice=a&county_changer=18105&b
utton1=Get+Profile&id=2&page_path=Area+Profiles&path_id=11&panel_number=1