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Public and Customer Services (LIBT 1300)
Total Credits:
3
Lecture Credits:
3
Description:
This course surveys library and information agency public services, including circulation, interlibrary loan, reserves, reference and research, and children's and young adult services. Emphasis will be placed on providing excellent customer service in each of these areas. You will explore the philosophy, policies, and procedures of each service area and how they interrelate.
Topical Outline:
1. The role of public services and the delivery of excellent customer service in the operation of a library or information agency.
2. Introduction to core library public services and ethical considerations for policies and procedures utilized in public services.
3. Overview of library programming, outreach, and public relations.
4. Customer service to specific populations.
5. Responding to challenging and/or unsafe situations in library public services.
6. Staffing and management issues in library public service departments.
Learning Outcomes:
1. Discuss the characteristics of good customer service and the role of public services in the operations of a library or information agency.
2. Identify the various library departments that provide public services, describe the core values of library public service departments (including: equitable access, intellectual freedom, the freedom to read, and privacy) and recognize ethical considerations for policies and procedures utilized in public services.
3. Apply course knowledge to analyze and evaluate real life examples of library outreach, programming and public relations.
4. Discuss and demonstrate best practices in providing compassionate, appropriate, and/or inclusive library customer services to specific populations, including: youth, older adults, users with disabilities, users with mental illness, users experiencing homelessness.
5. Identify challenging and unsafe situations that can arise in library public services and discuss best practices and ethical considerations for responding to those situations.
6. Describe common staffing and management issues in library public service departments.
Prerequisites:
Placement into
ENGL 1110 or completion of
ENGL 0900 or
ENGA 0900 or
ESOL 0051 or Instructor Approval
Co-requisites:
Recommended
LIBT 1100,
LIBT 1200, and
LIBT 1410