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