"
How Customer Service Principles Ensure the Library’s Relevance." AALL Spectrum / Mark P. Bernstein.
Chicago: AALL Spectrum Online, November 2008.
"Set goals through strategic planning or a similar staff development program. Planning allows an organization to adapt, evolve, and successfully take on new challenges, thus preventing stagnation and apathy. Change is constant; continuing to do something simply because you have always done it that way can often lead your customers to turn elsewhere for information. Consider using a library e-newsletter, blog, or intranet as a current awareness tool to keep clientele abreast and reflect a proactive stance."
