Customer Service in the Digital Age

An ACRL e-Learning Online Course
June 2-20, 2014

Description: The idea of a fully automated library may seem antithetical to traditional notions of user service.  Libraries may struggle with balancing automation and personalized service, but this need not be an either/or proposition.   Technology can be leveraged to provide outstanding, personalized user service.  Explore the ways in which customer service differs in an online environment and the way in which it is the same as it has always been. Aimed at library managers with minimal technological expertise and modest budgets, this course focuses on strategies for providing outstanding service through freely available and easy to implement automated tools.  We will cover how to choose tools that are a good match for your user community.  Through investigatory assignments, participant interaction and readings about best practices, participants will learn about their options for improving service.

Learning Outcomes:

  • Participants will gain an understanding of some easy to implement tools that can improve library service.
  • Participants will learn to identify the digital services that are likely to be successful in their community.
  • Participants will learn how to maintain a personal level of service in today’s automated library.

Presenter: Kimberly Sweetman, Training Consultant

Course Requirements: Your participation will require approximately three to five hours per week of primarily asynchronous activities to:

  • Read the online seminar material
  • Post to online discussion boards
  • Synchronous chat sessions (optional)
  • Complete online exercises
  • Complete a seminar evaluation form

Registration fees:

ACRL member: $135
ALA member: $175
Nonmember: $195
Student: $60

How to register: 

  • Scroll down to the month when the course is offered.
  • Select the "Register" link next to the course name.
  • You will need to log in with your ALA ID & password. If you do not have an ALA ID & password, you will be asked to create one in order to register.

Course access instructions will be sent out one business day prior to the start of the course.

Class size is limited to 60 participants. Full refunds will be granted up to one business day prior to the start of the course.

Member rates apply to personal memberships only. Want to join ACRL or ALA? Complete the online membership form, available on the ALA Web site. If you join ALA/ACRL within five days of registering, we will adjust your fee (please fax a copy of your completed registration form to ACRL at 312-280-2520 ).

Questions should be directed to Margot Conahan at