Counteraction 2: Customer Relations in Public Libraries

Synopsis

Six case studies in which the effects of poor staff attitudes and behaviour are contrasted with those resulting from more satisfactory staff performance. Shows situations commonly occuring in libraries: borrowing of reference material, disruptive behaviour, treatment of physically handicapped, telephone procedure, inter-staff relations, attitudes to race.

Series

Counteraction, Series

Language

English

Country

Great Britain

Medium

Video; Videocassette. VHS. col. 25 min.

Year of production

1989

Availability

Sale

Notes

Reviewed in British Council FVR 196, May 1990.

Uses

Library staff training.

Subjects

Librarianship

Keywords

customer relations; public libraries; staff training

Credits

Director

Keith Lund

Producer

Rob Darnall

Sponsor

Name

Tameside Public Libraries

Distributor

Name

Manchester Metropolitan University, Department of Library and Information Studies