Customer Services

7 Mistakes You’re Making with Library Customer Service (And How to Fix Them)

Helen Rimmer

Published on: 05/05/2026

Is your library service feeling a bit stale? Avoid these 7 common mistakes and learn how to level up your patron interactions with our practical fixes.

library customer service traininglibrary professional developmentonline courses for librarianslibrary staff trainingmanaging difficult patrons in librarieslibrary desk etiquettecommon mistakes in library serviceimproving patron interactionshuman-centered library serviceemotional labor in librarianshiptrauma-informed library desk service

De-Escalation in Libraries: What to Do When Behaviour Escalates

Helen Rimmer

Published on: 17/04/2026

Learn practical de-escalation techniques for library staff. Discover how to respond to challenging behaviour calmly, set boundaries, and stay safe at work.

de-escalation in librarieschallenging behaviour in librarieslibrary staff traininghandling difficult situations in librariesde-escalation techniques for library staffescalating behaviour library