Appendix C - Services

Assessment

• Assessing Service Quality: Satisfying the Expectations of Library Customers by Peter Hernon and Ellen Altman. Chicago: ALA, 2010.

Reference Services

• Reference and User Services Association
  • New Definition of Reference
  • Guidelines for Behavioral Performance of Reference and Information Service Providers
  • Guidelines for Business Information Responses
  • Guidelines for Cooperative Reference Services
  • Professional Competencies for Reference and User Services Librarians

Services to Businesses

• Small Business and the Public Library: Strategies for a Successful Partnership by Luise Weiss, Sophia Serlis-McPhillips and Elizabeth Malafi. Chicago: ALA, 2010.

Services to Children

• International Federation of Library Associations - Guidelines for Children's Libraries Services
• Dynamic Youth Services through Outcome-Based Planning and Evaluation by Eliza Dresang, Melissa Gross and Leslie Edmonds Holt. Chicago: ALA 2006.
• Fundamentals of Children's Services by Michael Sullivan. Chicago: ALA, 2005.

Services to Senior Populations

• 5-Star Programming and Services for Your 55+ Library Customers by Barbara Mates. Chicago: ALA, 2003.
• Reference and User Services Association - Guidelines for Library and Information Services to Older Adults
• Boomers and Beyond: Reconsidering the Role of Libraries edited by Pauline Rothstein and Diantha Dow Schull. Chicago: ALA, 2010.

Services to Non-English Populations

• Reference and User Services Association - Guidelines for the Development and Promotion of Multilingual Collections and Services
• Reference and User Services Association - Guidelines for Library Services to Spanish-Speaking Library Users

Services to Young Adults

• Multicultural Programs for Tweens and Teens by Linda Alexander and Nahyun Kwon. Chicago: YALSA/ALA, 2009.
• Teens and Libraries: Getting It Right by Virginia Walter and Elaine Meyers. Chicago: ALA, 2003.
• Young Adult Library Services Association - National Guidelines, Young Adult Programming
• Young Adult Library Services Association - Teen Services Evaluation Tool
• Risky Business: Taking and Managing Risks in Library Services for Teens by Linda Braun, Hillias Jack Martin, and Connie Urquhart. Chicago: ALA, 2011.

Services to Hearing Impaired, Speech Impaired, Blind and Disabled Populations

• The Americans with Disabilities Act Title II Technical Assistance Manual Covering State and Local Government Programs and Services
• FCC Michigan Telephone Relay Service
• Disability Etiquette: Tips on Interacting with People with Disabilities
• Librarian 411.Org: Training and Resources to Serve Patrons with Mental Illness and/or Developmental Disabilities

Services to Low Income Populations

• Public Library Services for the Poor by Leslie Edmonds Holt and Glen E. Holt. Chicago: ALA, 2010.