Our Vision
Create and expect an atmosphere of courtesy, respect, and dignity.
Customer service encounters impact perceptions of the library. Library staff strive to provide a consistent level of excellent service that fosters good communication, is equitable, and is personalized for people of all ages and abilities.
Our Commitment
To communicate clearly
- Library staff are attentive and welcoming
- Library staff warmly greet people using eye contact as they enter
- Library staff make the person in front of them a priority with undivided attention
- Library staff listen carefully
- Library staff ask follow-up questions
- Library staff are courteous in both written and verbal communication
- Library staff are respectful, prompt, and discrete in answering phone calls, texts, and email providing a response within 24 hours when working
To be equitable
- Library staff seek to understand diverse perspectives, are quickly responsive, and offer an inclusive and compassionate environment
- Library staff offer services, collections, and resources to all
- Library staff lead with kindness and positivity
- Library staff approach questions without judgement
- Library staff protect the intellectual freedom of all
- Library staff enforce the Code of Conduct equally, and are respectful but firm with those violating library policy
- Library staff offer materials, programs, and services that reflect diverse cultures, races, ages, and abilities
- Library staff provide accommodations to individuals that may need special assistance
To provide personalized service
- Library staff stay informed of library events, programs, services and collections reading the weekly eNews and the quarterly Guide
- Library staff stay informed of library policies, and how best to implement them
- Library staff connect with people by being open, curious, and respectful
- Library staff offer unique and knowledgeable guidance
- Library staff work cooperatively to find creative and equitable solutions and suggest options
- Library staff stay informed about library trends and best practices
- Library staff make someone’s day by providing a remarkable experience
- Library staff strive to meet each person’s unique needs
- Library staff ask if there is anything else they can provide
- Library staff ask questions and take responsibility for understanding the library’s policies, procedures, and standards of service excellence
