The Reality of Now: Library Customer Service in a Pandemic

Event Information
Event Type
Continuing Education - Webinar
Event Category
Customer Service
Professional/Personal Development
CEU Hours
Target Audience

Primary target audience is public library staff, but open to all library staff

Free of charge, but registration is required
Event Materials

In response to the large demand, MentorNJ is happy to announce the scheduling of a second live session of the customer service webinar with Joanne Roukens. It will take place on Friday, May 29, 10:30am-12:00 noon.

If you have created a new user account with LibraryLinkNJ to register for this webinar, please be patient with us. We’ve received over 250 new user account requests since Monday, and more requests are coming in. There is only one staff member available to review and approve each new account and they have other job responsibilities.

  • Each of these webinars can accommodate up to 500 participants, and adding this second webinar will accommodate more library staff.
  • Recordings for both webinars will be available and shared on this webinar info page. MentorNJ will continue to review the need for this topic in the upcoming months.


  • Please do not register for both sessions, as we are trying to accommodate more people who want to attend this high demand webinar.
  • We are unable to reschedule your attendance due to limited staff availability.


Wednesday, May 27, 2020, 1:00pm-2:30pm &
New second session added - Friday, May 29, 2020, 10:30am-12:00pm

“I Love This Place!” is what we want our patrons to say when they use library services. Libraries are now preparing and creating their plans for reopening when the signal is given. What will that world of customer service look like? How are we going to keep all of us safe? Delivering great service while navigating the restrictions and realities of serving library patrons during a pandemic is and will be an ongoing challenge for a long time.

Using the “Best Practices for Reopening NJ Libraries” document created by the Taskforce on Post-COVID-19 Alignment, Trends & Strategies (TOPCATS) from LibraryLinkNJ as a touchstone, this webinar will cover our new realities of service. It will review the basic elements of great customer service and how these can help guide us as we provide changed services in our new world.

After this program, participants will be able to:

  • Identify steps to get services ready to open
  • Describe good customer service
  • Apply behaviors that ensure good customer service
  • Share ideas and strategies on being a customer focused library
* This program is NOT advocating for opening libraries sooner than would be safe for staff and the communities they serve. It’s about applying the principles of good customer service in the new environment we will face when libraries reopen. It will not cover legal issues, personnel issues or health/sanitation procedures in any detail.



Zoom Resources


Registration Information

Registration is free and required. Registration is limited to 500 people for each session.

Please note that the May 27th session is filled.