Resources

Find two sections on this page: one with resources that informed our work and another with training resources and further reading.

Resources and concepts that informed our work

As with a team within a library, our team has a variety of backgrounds that influenced our approach to this framework. Below are some resources and information that relate to our mindsets or helped inform our work.

Customer Service

While the HMHY team offers its own approach to improving customer service in libraries, this is certainly not a new topic. A wealth of research and resources on customer service is already available. We found the following helpful, and they may be for your team, as well.

Ideas from Customer Service is the New Marketing Conference

Dowd, Nancy."Ideas from Customer Service is the New Marketing Conference." Blogpost, Feb. 6, 2008.

https://themwordblog.blogspot.com/2008/02/ideas-from-customer-service-is-new.html

Stores and libraries: Both Serve Customers!

Koontz, Christie. Customer-based Marketing. "Stores and Lbiraries: Both Serve Customers!" Marketing Libraries Services, Vol 16, No.1 Jan/Feb 2002. 

https://www.infotoday.com/mls/jan02/koontz.htm

Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan

Wehmeyer, S., Auchter, D., & Hirshon, A. (1996). Saying What We Will Do, and Doing What
We Say: Implementing a Customer Service Plan. Journal of Academic Librarianship, 22 (3), 173.

https://corescholar.libraries.wright.edu/ul_pub/155/https://innovationbuilders.org/excite-transformation-professional-development/excite-transformation-for-libraries/

Human Centered Design Thinking

Elements of Human Centered Design Thinking include human-centered thinking and approaches, problem or need identification and solution, iterative design, and other elements may be helpful in this process.

What is Human-Centered Design? Definition & Process

Syracuse University School of Information Studies

https://ischool.syracuse.edu/what-is-human-centered-design/

Keeping Up With...Design Thinking

This edition of Keeping Up With... was written by Ryne Leuzinger, Gina Kessler Lee, and Irene Korber.

https://www.ala.org/acrl/publications/keeping_up_with/design

Design Thinking for Libraries

The Public Libraries in Aarhus (Denmark) and Chicago (USA), with funding from the Gates Foundation, created the Design Thinking for Libraries toolkit to introduce a way of working that will help you understand the needs of your patrons and engage your communities like never before.

https://designthinkingforlibraries.com/

Change Management

Change can be difficult, informed change management can help.

Making Sense of Change Management: A Complete Guide to the Models, Tools and Techniques of Organizational Change

Cameron, Esther, and Mike Green. Making Sense of Change Management: A Complete Guide to the Models, Tools and Techniques of Organizational Change. Kogan Page, 2015.

https://www.koganpage.com/hr-learning-development/making-sense-of-change-management-9781398612853

Resources and training materials

As teams work through the framework, they may identify areas where they or their staff would benefit from additional training or resources. Explore these resources to support a range of topics.

Send us your favorite resources if you think they belong! We always welcome recommendations.

Information

De-escalation:

Communication

User Experience (UX)