High quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course.
As funding continues to diminish in libraries, partnerships become even more important as a way to survive. Academic libraries often collaborate cross-departmentally within the university to enhance their impact on users. Expanding these collaborations to outside institutions makes libraries efficient, effective and responsive to changing needs of users. They extend the scope of resources and real-life experiences to participants, as well as increase awareness of library services. This paper will describe collaborations the Priddy Library engaged in not only within academia, but also innovative programs with national and local government agencies, while highlighting the pitfalls and promises of these partnerships.
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