who work in
libraries know that keeping up with change in the
library field, and providing customers with the
best possible service, have tested even the best
library managers and staff.
The California State Library (CSL) has
joined with the Metropolitan Cooperative Library
System to help
library staff meet the challenge of change in the
2006 library workplace.
to a federal Library Services and Technology Act (LSTA)
grant, the CSL now offers California libraries
employee training videos/DVDs that address not
only general workforce issues like change
management, motivation, diversity, customer
service, and leadership, but also library-specific
collection has films that speak to events library
workers face every day–the reference interview,
marketing the library, leading kids to books,
developing support staff, collection development,
and so on.
State Library training videos/DVDs are diverse and
of the most popular general films is Give ‘em
the Pickle, about an ice cream parlor owner
who serves up the most important aspect of any
taking care of the customer.
Employees get the scoop on effective
customer service with this humorous training tool.
Whale Done, filmed on location at
Sea World, shows coworkers, managers, and
employees that if they build positive
relationships, they will become more productive,
achieve greater results, and create an environment
in which everyone is genuinely excited about the
work they are doing.
collection’s library-specific videos enhance
library customer service.
Library As Place: Where People Want to
Be, for example, is one of the
teleconference programs through which public and
academic libraries seek to transform their image
from a “building with books” to a community
center “where people want to be.”
In Conducting the Reference Interview,
viewers learn the stages of a reference interview
and the behavior necessary to answer a
customer’s question successfully.
Uncovering a customer’s true information
needs may require a little probing and this video
tells library staff how to do it tactfully.
who work for
libraries may easily order California State
Library training videos.
Customers should contact Vera Nicholas at firstname.lastname@example.org
for a list of available films, then give their
library’s Interlibrary Loan Department the title
(and the date they need it).
The Interlibrary Loan Department staff then
forwards the customer request by phone at
916-654-0206, by email at email@example.com,
or through usual OCLC procedures.
remember that due to licensing agreements, these
videos/DVDs are only for library staff and not for
lending to library customers. The CSL will send
the films to customers via traceable carrier such
as FedEx, UPS, or Golden State Overnight, and
it’s very important that customers return them
to the CSL in the same way.
These videos have been extremely popular,
so please be aware that other libraries may be
waiting for customers to return them.
more information contact the CSL State Information
at 916-654-0206 or email firstname.lastname@example.org.