You Talkin’ to Me? Communicating Service Expectations to Users through Service Philosophy Statements
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Could customer service at your library be better? Some academic libraries are using a service philosophy statement to strengthen the quality of their service culture. A service philosophy statement communicates to users what they can—and should—expect from your library. This poster will examine these statements and identify themes, trends, and ideas. Discover how a service philosophy statement can support your public services team as they strive to meet and exceed customer expectations.
DescriptionThis poster was presented at ACRL 2017, the biennial conference of the Association of College & Research Libraries, a division of the American Library Association.
Customer relations -- management
Public services (libraries)
Service philosophy statements
- Faculty Publications 
Weare, William H., Jr.; Moffett, Paul (2017). You Talkin’ to Me? Communicating Service Expectations to Users through Service Philosophy Statements. Available electronically from
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