Here is yet another example of a great idea for a book that is just out of date. There are apps and other productivity tools that aren’t mentioned in this book, for one thing (Skype, Google Hangouts, and Whats App, for example). There also isn’t discussion of multi-line phone systems, VOIP systems, cell phones, texting, or even voice mail vs. answering machines.
Anyone who has ever worked in a library knows that books that include worksheets are the kiss of death. This book has miraculously avoided being written in, if you can believe it!
The section (below) on helping your callers get to the point should be included in all library science courses. If you’ve spent time on a service desk you know that patrons who call in often like to chat you up – which is lovely if you have a minute – but you usually don’t.