Libraries Serve Refugees | Resources by librarians – for everyone

Library Services | Refugees | Outreach

Urban Librarians Unite (ULU)

ululogo

This is an effort to bring together resources and assets to help libraries serve refugees. This is a growing and developing resource and is an active space for developing services, programming, and resources. All input is welcome. We are particularly looking to build a body of experts in this area and connect them to libraries that are developing services to refugee populations.

We will be looking at best practices, toolkits, case studies, government resources, NGO partnership possibilities, and asset development. Please check back for regular updates and if you are interested in joining our research team contact us ASAP.

This list is meant as a resource and is far from exhaustive. If you have more information or other resources we are interested in hearing about it. Please contact us here.

This content has been broken down into:

FAST RESOURCES – General practical information including toolkits, govt reports, and webinars
TOOLKITS – Toolkits, just-add-water
GOVERNMENT RESOURCES – Official reports, practical guidance, watch for changes
LOCATIONS – Libraries that are providing direct support services to refugees
ARTICLES – News stories about libraries providing services to refugees

Link to website

 

Library Policies Created By Patron Bashing

Library Lost & Found

images-2Talking crap about patrons, as I’ve said before, might be the number one barrier to customer service in libraries. And when we talk about customer service we don’t just mean personal interactions at the public service desk – that’s the tip of the iceberg. We mean policies, procedures, services: from design to implementation. And sadly, a culture of patron negativity melts the iceberg (and prevents innovation).

Some examples (write yours in the comments):

Public service desks that look like military forts
I’m sure there’s some historical reason for gigantic public service desks – like we didn’t have computers back then or whatever – but c’mon. My library has an AV desk (“AV”, by the way, stands for “audiovisual”…that’s another discussion). Anyway, the AV desk is so large that helping a patron involves taking a short jog around the block. Showing the patron where a movie is – a hallmark of good customer service…

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