by Michael Casey & Michael Stephens
Library Journal – 15 June 2009

Now, more than ever, we need to deliver our best customer service. No library users should walk away feeling that their questions or needs were not fully addressed. No teen should come to the reference desk only to be met by a sarcastic answer and a hand gesturing them to some distant region of the stacks. No senior should be expected to use our newest technology without being offered a training session.

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