Stephen Francoeur's Commonplace Book

Pull quote: “[I]t is definitely a plea to libraries to take those individual every day customer service interactions very, very seriously. After all, in the end it is the front-line staff who define us in the minds of our community the most. We can work as hard as we want to portray our institutions as vital, relevant entities, but without everyone on the team being on board with ever single interaction, there’s no real proof to back that up.”