Customer service excellence in the self-service public
Customer service excellence in the self-service public
Customer service excellence in the self-service public
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Appendix E: Value-added <strong>service</strong>s<br />
Value-added <strong>service</strong>s can be considered anyth<strong>in</strong>g that goes beyond <strong>the</strong> core<br />
<strong>service</strong>s expected of a library <strong>service</strong> (such as collections, reference <strong>service</strong>s,<br />
readers advisory, <strong>in</strong>formation literacy and outreach). There is literally no limit to<br />
<strong>the</strong> excit<strong>in</strong>g scope of potential value-added <strong>service</strong>s which might become<br />
relevant to libraries <strong>in</strong> <strong>the</strong> future, but <strong>the</strong>y may <strong>in</strong>clude:<br />
§ Libraries provid<strong>in</strong>g a more vibrant onl<strong>in</strong>e space<br />
§ Literacy programs for adults and children<br />
§ Programs designed to streng<strong>the</strong>n communities<br />
§ ESL courses<br />
§ Development of onl<strong>in</strong>e <strong>service</strong>s<br />
§ Adult lifelong learn<strong>in</strong>g programs<br />
§ Pr<strong>in</strong>t-on-demand for books and newspapers<br />
§ Increase <strong>in</strong> digital library <strong>service</strong>s<br />
§ Homework help / Your tutor<br />
§ Computer tra<strong>in</strong><strong>in</strong>g courses – onl<strong>in</strong>e and <strong>in</strong> person<br />
§ Community development opportunities:<br />
- Outreach<br />
- Events<br />
- Proactive customer contact programs<br />
§ Develop<strong>in</strong>g libraries as community hubs<br />
<strong>Customer</strong> <strong>service</strong> <strong>excellence</strong> <strong>in</strong> <strong>the</strong> <strong>self</strong>-<strong>service</strong> <strong>public</strong> library 33<br />
State Library of Victoria: Shared Leadership Program 2009-10
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