Tips for Dealing With Angry Patrons When Your Library Reopens

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The Library Marketing Show, Episode 49

Angela addresses a serious subject. As libraries reopen their physical buildings, library staff members are worried about dealing with patrons who are upset. Angela offers some tips for dealing with patrons who are having trouble accepting the new rules and regulations. She also has a special message for library managers-PLEASE WATCH!

Do you have more tips to share with your fellow library staffers? Please add your suggestions in the comments.

Also Kudos to Poudre River Public Library District. They have a fun and innovated curbside service for kids called Bag ‘O Books.

What did you think of this episode? Are you struggling with marketing and promotion right now? Do you have a nominee for the Kudos segment? Drop a comment below!

And subscribe to this series to get a new video tip for libraries each week! Thanks for watching.

Angela Hursh, Library Marketing Expert

Angela Hursh leads an outstanding team of marketing and training professionals at NoveList, a company dedicated to helping libraries reach readers. A 2023 Library Journal Mover & Shaker, she has also created courses on LearnwithNoveList.com designed to help library staff learn how to create effective marketing. Before her job at NoveList, Angela led the content marketing team for the Public Library of Cincinnati and Hamilton County. She also has more than 20 years of experience as an Emmy-award-winning broadcast TV journalist.

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June 10, 2020

COVID-19, crisis communication, Customer Service, library marketing, library marketing advice, Library Marketing Show

Angela Hursh, angry, angry customers, angry patrons, Customer Service, de escalation, de escalation techniques, de escalation training, libraries, library, library marketing, marketing, patrons, super library marketing

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