{"id":88,"date":"2023-09-19T19:34:27","date_gmt":"2023-09-19T19:34:27","guid":{"rendered":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/?post_type=chapter&#038;p=88"},"modified":"2023-12-16T04:50:16","modified_gmt":"2023-12-16T04:50:16","slug":"the-importance-of-customer-service-in-information-science","status":"publish","type":"chapter","link":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/chapter\/the-importance-of-customer-service-in-information-science\/","title":{"raw":"The Importance of Customer Service in Information Science","rendered":"The Importance of Customer Service in Information Science"},"content":{"raw":"<div class=\"textbox textbox--learning-objectives\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">Learning Objectives<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nAfter reading this chapter, students will be able to:\r\n<ul>\r\n \t<li>Confidently build their resumes and recognize important information to include.<\/li>\r\n \t<li>Distinguish important customer service skills and why they matter in librarianship.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<h1 style=\"text-align: left\">Put it on your resume!<\/h1>\r\nAt some point in your education, you have probably been tasked with creating a resume and cover letter. Many high school teachers will make an assignment out of it, stating that it is intended to help their students better prepare for job or college applications. By grading these assignments, the teachers are enforcing the idea that there are right and wrong things to include on your resume. While this is true to an extent, it is more about <em>how <\/em>you choose to include your information and less about what the information is.\r\n\r\nIn your undergraduate degree, you most certainly created a resume and probably had it reviewed by your advisors, professors, and peers. This resume is the one that your professors told you can make or break your entry into the career field. As a student, this puts a lot of stress on you to do it perfectly. You search and search for examples online and pick and choose which ones would look best, but at the end of the day there is no such thing as a perfect resume\u2014there is not a one-size-fits-all template.\r\n\r\nA resume should be unique to you and should include genuine examples of skill sets and experiences that make you qualified for the job. Sometimes this means including things that are \"unconventional,\" so long as you can back up your reasoning for including it. Regina Hartley [footnote]Hartley, Regina. \u201cRegina Hartley.\u201d <i>TED<\/i>, www.ted.com\/speakers\/regina_hartley.[\/footnote] is a human resource expert who worked for the United Parcel Service (UPS) for 25 years. During her time there, she reviewed many resumes, and in her TED talk [footnote]Hartley, Regina. \u201cWhy the Best Hire Might Not Have the Perfect Resume.\u201d <i>Regina Hartley: Why the Best Hire Might Not Have the Perfect Resume | TED Talk<\/i>, Sept. 2015, www.ted.com\/talks\/regina_hartley_why_the_best_hire_might_not_have_the_perfect_resume.[\/footnote] she explains that there were two different categories of qualified candidates. In her department, they referred to them as either: <strong>The Silver Spoon<\/strong> or <strong>The Scrapper<\/strong>.\r\n<div class=\"textbox textbox--sidebar textbox--examples\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">The Scrapper<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ul>\r\n \t<li><span style=\"font-size: 16.8px\">Had to fight against the odds<\/span><\/li>\r\n \t<li><span style=\"font-size: 16.8px\">Struggled with obstacles<\/span><\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\nHartley states that so long as either of these applicants meets the job qualifications, they deserve an interview. \"Scrappers\" typically have unconventional jobs and experiences on their resumes. They didn't have the perfect internship opportunity, perhaps they had to work multiple jobs to pay for school or had to take time off for their health or an emergency. \"Silver Spoons\" have the golden resume, they have perfect grade point averages, experiences, and references. The Silver Spoons have done every step right along the way, and they deserve the interview\u2014but so do the Scrappers. Sometimes, the unconventional or unimportant (at least in your eyes) experiences are the reason why you are the perfect for the job. It doesn't matter if you want to be a public librarian, a school librarian, a cataloger, or an archivist.\r\n<div class=\"textbox textbox--sidebar textbox--examples\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">The Silver Spoon<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ul>\r\n \t<li>Had various advantages<\/li>\r\n \t<li>Was destined for success<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\nIf you have customer service experience or anything else that wouldn't be considered \"academic\" enough for this field\u2014put it on the resume! Your skills are not only a necessity but something that hiring managers in the information sciences are actively looking for. There is no need to diminish your experiences because you feel they are not relevant or important enough. At the end of her talk, Hartley encourages human resource workers in the audience to \"Choose the underestimated contender, whose secret weapons are passion and purpose. Hire the Scrapper.\" With people like Regina Hartley in charge of hiring workers, everyone is given the fair chance they deserve.\r\n<h1>Why Customer Service Skills Matter<\/h1>\r\nSome of the very first jobs you will ever work in your life often include retail, fast-food, and other consumer-based jobs. These jobs have very limited or no requirements to apply and often have short and sweet interview and hiring processes. No third and fourth interview, no cover letter, and most of the time no resume either. So when we get to the point where resume building is a necessity, why do all of us remove these valuable experiences? These jobs have long been looked at as \"low-skill\" occupations. If you have ever worked any of these types of jobs, you know that this is\u00a0<em>far<\/em> from the truth. There are tons of skills that one can learn through these jobs and they are skills that carry over to future careers and life in general.\r\n<div class=\"textbox textbox--sidebar textbox--key-takeaways\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">Customer Service Skills<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ol>\r\n \t<li>Active listening<\/li>\r\n \t<li>Collaboration<\/li>\r\n \t<li>Creativity<\/li>\r\n \t<li>Critical thinking<\/li>\r\n \t<li>Empathy<\/li>\r\n \t<li>Patience<\/li>\r\n \t<li>Persuasion<\/li>\r\n \t<li>Problem solving<\/li>\r\n \t<li>Product knowledge<\/li>\r\n \t<li>Time management<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\nAccording to the Indeed Career Guide [footnote]Eads, Audrey. \u201c21 Important Customer Service Skills (with Resume Example).\u201d <i>Indeed<\/i>, 2 Aug. 2023, www.indeed.com\/career-advice\/resumes-cover-letters\/customer-service-skills.[\/footnote] the four key aspects of good customer service are being proactive, personalized, convenient, and competent. All four of these are skills that can carry over to a plethora of jobs, including librarianship. Soft skills, such as customer service, are extremely valuable in a library setting. Librarians are there to serve the community, we help we research, technology, job hunting, and more. As librarians are regularly speaking to the public, your former customer service experience will not only look impressive to prospective hiring managers but also help you complete your job with more ease. Indeed states that, \"Employers value people with strong soft skills because of how well they can interact with both customers and colleagues.\" If you have good customer service, you probably have a good attitude, and that can take you far.\r\n<h1>Don't trust me? Trust a librarian!<\/h1>\r\nThe American Library Association's (ALA) Code of Ethics [footnote]\u201cProfessional Ethics.\u201d <i>American Library Association<\/i>, 19 May 2017, www.ala.org\/tools\/ethics.[\/footnote] promotes respectable decisions and actions in all libraries across the country. The first, and most important, code listed reads, \"We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests.\" Most\u2014if not all\u2014of those actions are improved by good customer service skills. A few codes down, the ALA goes on to say that \"We treat co-workers and other colleagues with respect, fairness, and good faith, and advocate conditions of employment that safeguard the rights and welfare of all employees of our institutions.\" From these two codes alone we can see how much the ALA and libraries everywhere value personable, soft skills that many people have been learning and perfecting through years of retail, food service, and other consumer-focused jobs.\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">Thinking Exercise<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nThe next time you create or revise a resume, ask yourself these questions:\r\n<ul>\r\n \t<li>Do I have any retail, fast-food, or other consumer-related job experience?<\/li>\r\n \t<li>What are some key skills I learned through these job experiences?<\/li>\r\n \t<li>Am I actively choosing to omit or tone down my past experiences?<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<h1>Opinions from Illinois Librarians<\/h1>\r\n<div class=\"textbox shaded\">\r\n\r\nIn case the words of the American Library Association were not enough for you to trust that customer service skills go hand-in-hand with librarianship, I reached out to dozens of public libraries across the state of Illinois to inquire about how the library staff feels about customer service. 22 library staff members from 13 different libraries responded anonymously to 3 questions on customer service.\r\n\r\n<\/div>\r\n<p style=\"text-align: center\"><strong>Question 1: All library staff should possess a good amount of customer service skills.<\/strong><img class=\"wp-image-1021 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-scaled.jpg\" alt=\"\" width=\"590\" height=\"443\" \/><\/p>\r\n<p style=\"text-align: center\"><strong>Question 2: Prospective librarians should highlight their customer service experience on their resumes.<\/strong><a href=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-scaled.jpg\"><img class=\"wp-image-1022 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-scaled.jpg\" alt=\"\" width=\"590\" height=\"443\" \/><\/a><\/p>\r\n<p style=\"text-align: center\"><strong>Question 3: Amount of your job that requires customer service work.<\/strong><a href=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-scaled.jpg\"><img class=\"wp-image-1023 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-scaled.jpg\" alt=\"\" width=\"591\" height=\"443\" \/><\/a><\/p>\r\n&nbsp;\r\n<div class=\"textbox textbox--key-takeaways\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\" style=\"text-align: center\">Special thanks to participating libraries!<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nThe statistics for my charts would not be possible without the kindness of library staff from:\r\n\r\nAlgonquin Area Public Library District, Brookfield Public Library, Elmhurst Public Library, Flossmoor Public Library, Glen Ellyn Public Library, Helen M. Plum Memorial Library, Joliet Public Library, Lyons Public Library, Marshall Public Library, Morris Area Public Library, Rockford Public Library, Three Rivers Public Library District, and Warren-Newport Public Library District.\r\n\r\n<\/div>\r\n<\/div>\r\n&nbsp;","rendered":"<div class=\"textbox textbox--learning-objectives\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">Learning Objectives<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>After reading this chapter, students will be able to:<\/p>\n<ul>\n<li>Confidently build their resumes and recognize important information to include.<\/li>\n<li>Distinguish important customer service skills and why they matter in librarianship.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<h1 style=\"text-align: left\">Put it on your resume!<\/h1>\n<p>At some point in your education, you have probably been tasked with creating a resume and cover letter. Many high school teachers will make an assignment out of it, stating that it is intended to help their students better prepare for job or college applications. By grading these assignments, the teachers are enforcing the idea that there are right and wrong things to include on your resume. While this is true to an extent, it is more about <em>how <\/em>you choose to include your information and less about what the information is.<\/p>\n<p>In your undergraduate degree, you most certainly created a resume and probably had it reviewed by your advisors, professors, and peers. This resume is the one that your professors told you can make or break your entry into the career field. As a student, this puts a lot of stress on you to do it perfectly. You search and search for examples online and pick and choose which ones would look best, but at the end of the day there is no such thing as a perfect resume\u2014there is not a one-size-fits-all template.<\/p>\n<p>A resume should be unique to you and should include genuine examples of skill sets and experiences that make you qualified for the job. Sometimes this means including things that are &#8220;unconventional,&#8221; so long as you can back up your reasoning for including it. Regina Hartley <a class=\"footnote\" title=\"Hartley, Regina. \u201cRegina Hartley.\u201d TED, www.ted.com\/speakers\/regina_hartley.\" id=\"return-footnote-88-1\" href=\"#footnote-88-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a> is a human resource expert who worked for the United Parcel Service (UPS) for 25 years. During her time there, she reviewed many resumes, and in her TED talk <a class=\"footnote\" title=\"Hartley, Regina. \u201cWhy the Best Hire Might Not Have the Perfect Resume.\u201d Regina Hartley: Why the Best Hire Might Not Have the Perfect Resume | TED Talk, Sept. 2015, www.ted.com\/talks\/regina_hartley_why_the_best_hire_might_not_have_the_perfect_resume.\" id=\"return-footnote-88-2\" href=\"#footnote-88-2\" aria-label=\"Footnote 2\"><sup class=\"footnote\">[2]<\/sup><\/a> she explains that there were two different categories of qualified candidates. In her department, they referred to them as either: <strong>The Silver Spoon<\/strong> or <strong>The Scrapper<\/strong>.<\/p>\n<div class=\"textbox textbox--sidebar textbox--examples\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">The Scrapper<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ul>\n<li><span style=\"font-size: 16.8px\">Had to fight against the odds<\/span><\/li>\n<li><span style=\"font-size: 16.8px\">Struggled with obstacles<\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<p>Hartley states that so long as either of these applicants meets the job qualifications, they deserve an interview. &#8220;Scrappers&#8221; typically have unconventional jobs and experiences on their resumes. They didn&#8217;t have the perfect internship opportunity, perhaps they had to work multiple jobs to pay for school or had to take time off for their health or an emergency. &#8220;Silver Spoons&#8221; have the golden resume, they have perfect grade point averages, experiences, and references. The Silver Spoons have done every step right along the way, and they deserve the interview\u2014but so do the Scrappers. Sometimes, the unconventional or unimportant (at least in your eyes) experiences are the reason why you are the perfect for the job. It doesn&#8217;t matter if you want to be a public librarian, a school librarian, a cataloger, or an archivist.<\/p>\n<div class=\"textbox textbox--sidebar textbox--examples\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">The Silver Spoon<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ul>\n<li>Had various advantages<\/li>\n<li>Was destined for success<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<p>If you have customer service experience or anything else that wouldn&#8217;t be considered &#8220;academic&#8221; enough for this field\u2014put it on the resume! Your skills are not only a necessity but something that hiring managers in the information sciences are actively looking for. There is no need to diminish your experiences because you feel they are not relevant or important enough. At the end of her talk, Hartley encourages human resource workers in the audience to &#8220;Choose the underestimated contender, whose secret weapons are passion and purpose. Hire the Scrapper.&#8221; With people like Regina Hartley in charge of hiring workers, everyone is given the fair chance they deserve.<\/p>\n<h1>Why Customer Service Skills Matter<\/h1>\n<p>Some of the very first jobs you will ever work in your life often include retail, fast-food, and other consumer-based jobs. These jobs have very limited or no requirements to apply and often have short and sweet interview and hiring processes. No third and fourth interview, no cover letter, and most of the time no resume either. So when we get to the point where resume building is a necessity, why do all of us remove these valuable experiences? These jobs have long been looked at as &#8220;low-skill&#8221; occupations. If you have ever worked any of these types of jobs, you know that this is\u00a0<em>far<\/em> from the truth. There are tons of skills that one can learn through these jobs and they are skills that carry over to future careers and life in general.<\/p>\n<div class=\"textbox textbox--sidebar textbox--key-takeaways\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">Customer Service Skills<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ol>\n<li>Active listening<\/li>\n<li>Collaboration<\/li>\n<li>Creativity<\/li>\n<li>Critical thinking<\/li>\n<li>Empathy<\/li>\n<li>Patience<\/li>\n<li>Persuasion<\/li>\n<li>Problem solving<\/li>\n<li>Product knowledge<\/li>\n<li>Time management<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<p>According to the Indeed Career Guide <a class=\"footnote\" title=\"Eads, Audrey. \u201c21 Important Customer Service Skills (with Resume Example).\u201d Indeed, 2 Aug. 2023, www.indeed.com\/career-advice\/resumes-cover-letters\/customer-service-skills.\" id=\"return-footnote-88-3\" href=\"#footnote-88-3\" aria-label=\"Footnote 3\"><sup class=\"footnote\">[3]<\/sup><\/a> the four key aspects of good customer service are being proactive, personalized, convenient, and competent. All four of these are skills that can carry over to a plethora of jobs, including librarianship. Soft skills, such as customer service, are extremely valuable in a library setting. Librarians are there to serve the community, we help we research, technology, job hunting, and more. As librarians are regularly speaking to the public, your former customer service experience will not only look impressive to prospective hiring managers but also help you complete your job with more ease. Indeed states that, &#8220;Employers value people with strong soft skills because of how well they can interact with both customers and colleagues.&#8221; If you have good customer service, you probably have a good attitude, and that can take you far.<\/p>\n<h1>Don&#8217;t trust me? Trust a librarian!<\/h1>\n<p>The American Library Association&#8217;s (ALA) Code of Ethics <a class=\"footnote\" title=\"\u201cProfessional Ethics.\u201d American Library Association, 19 May 2017, www.ala.org\/tools\/ethics.\" id=\"return-footnote-88-4\" href=\"#footnote-88-4\" aria-label=\"Footnote 4\"><sup class=\"footnote\">[4]<\/sup><\/a> promotes respectable decisions and actions in all libraries across the country. The first, and most important, code listed reads, &#8220;We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests.&#8221; Most\u2014if not all\u2014of those actions are improved by good customer service skills. A few codes down, the ALA goes on to say that &#8220;We treat co-workers and other colleagues with respect, fairness, and good faith, and advocate conditions of employment that safeguard the rights and welfare of all employees of our institutions.&#8221; From these two codes alone we can see how much the ALA and libraries everywhere value personable, soft skills that many people have been learning and perfecting through years of retail, food service, and other consumer-focused jobs.<\/p>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">Thinking Exercise<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>The next time you create or revise a resume, ask yourself these questions:<\/p>\n<ul>\n<li>Do I have any retail, fast-food, or other consumer-related job experience?<\/li>\n<li>What are some key skills I learned through these job experiences?<\/li>\n<li>Am I actively choosing to omit or tone down my past experiences?<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<h1>Opinions from Illinois Librarians<\/h1>\n<div class=\"textbox shaded\">\n<p>In case the words of the American Library Association were not enough for you to trust that customer service skills go hand-in-hand with librarianship, I reached out to dozens of public libraries across the state of Illinois to inquire about how the library staff feels about customer service. 22 library staff members from 13 different libraries responded anonymously to 3 questions on customer service.<\/p>\n<\/div>\n<p style=\"text-align: center\"><strong>Question 1: All library staff should possess a good amount of customer service skills.<\/strong><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1021 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-scaled.jpg\" alt=\"\" width=\"590\" height=\"443\" srcset=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-scaled.jpg 2560w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-300x225.jpg 300w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-1024x768.jpg 1024w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-768x576.jpg 768w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-1536x1152.jpg 1536w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-2048x1536.jpg 2048w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-65x49.jpg 65w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-225x169.jpg 225w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_1-350x263.jpg 350w\" sizes=\"auto, (max-width: 590px) 100vw, 590px\" \/><\/p>\n<p style=\"text-align: center\"><strong>Question 2: Prospective librarians should highlight their customer service experience on their resumes.<\/strong><a href=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-scaled.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1022 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-scaled.jpg\" alt=\"\" width=\"590\" height=\"443\" srcset=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-scaled.jpg 2560w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-300x225.jpg 300w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-1024x768.jpg 1024w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-768x576.jpg 768w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-1536x1152.jpg 1536w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-2048x1536.jpg 2048w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-65x49.jpg 65w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-225x169.jpg 225w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_2-350x263.jpg 350w\" sizes=\"auto, (max-width: 590px) 100vw, 590px\" \/><\/a><\/p>\n<p style=\"text-align: center\"><strong>Question 3: Amount of your job that requires customer service work.<\/strong><a href=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-scaled.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1023 aligncenter\" src=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-scaled.jpg\" alt=\"\" width=\"591\" height=\"443\" srcset=\"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-scaled.jpg 2560w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-300x225.jpg 300w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-1024x768.jpg 1024w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-768x576.jpg 768w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-1536x1152.jpg 1536w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-2048x1536.jpg 2048w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-65x49.jpg 65w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-225x169.jpg 225w, https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-content\/uploads\/sites\/262\/2023\/09\/Pressbooks-Chart_Page_3-350x263.jpg 350w\" sizes=\"auto, (max-width: 591px) 100vw, 591px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<div class=\"textbox textbox--key-takeaways\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\" style=\"text-align: center\">Special thanks to participating libraries!<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>The statistics for my charts would not be possible without the kindness of library staff from:<\/p>\n<p>Algonquin Area Public Library District, Brookfield Public Library, Elmhurst Public Library, Flossmoor Public Library, Glen Ellyn Public Library, Helen M. Plum Memorial Library, Joliet Public Library, Lyons Public Library, Marshall Public Library, Morris Area Public Library, Rockford Public Library, Three Rivers Public Library District, and Warren-Newport Public Library District.<\/p>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-88-1\">Hartley, Regina. \u201cRegina Hartley.\u201d <i>TED<\/i>, www.ted.com\/speakers\/regina_hartley. <a href=\"#return-footnote-88-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><li id=\"footnote-88-2\">Hartley, Regina. \u201cWhy the Best Hire Might Not Have the Perfect Resume.\u201d <i>Regina Hartley: Why the Best Hire Might Not Have the Perfect Resume | TED Talk<\/i>, Sept. 2015, www.ted.com\/talks\/regina_hartley_why_the_best_hire_might_not_have_the_perfect_resume. <a href=\"#return-footnote-88-2\" class=\"return-footnote\" aria-label=\"Return to footnote 2\">&crarr;<\/a><\/li><li id=\"footnote-88-3\">Eads, Audrey. \u201c21 Important Customer Service Skills (with Resume Example).\u201d <i>Indeed<\/i>, 2 Aug. 2023, www.indeed.com\/career-advice\/resumes-cover-letters\/customer-service-skills. <a href=\"#return-footnote-88-3\" class=\"return-footnote\" aria-label=\"Return to footnote 3\">&crarr;<\/a><\/li><li id=\"footnote-88-4\">\u201cProfessional Ethics.\u201d <i>American Library Association<\/i>, 19 May 2017, www.ala.org\/tools\/ethics. <a href=\"#return-footnote-88-4\" class=\"return-footnote\" aria-label=\"Return to footnote 4\">&crarr;<\/a><\/li><\/ol><\/div>","protected":false},"author":5,"menu_order":4,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":["janeyls2"],"pb_section_license":""},"chapter-type":[],"contributor":[77],"license":[],"class_list":["post-88","chapter","type-chapter","status-publish","hentry","contributor-janeyls2"],"part":76,"_links":{"self":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapters\/88","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/wp\/v2\/users\/5"}],"version-history":[{"count":10,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapters\/88\/revisions"}],"predecessor-version":[{"id":1027,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapters\/88\/revisions\/1027"}],"part":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/parts\/76"}],"metadata":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapters\/88\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/wp\/v2\/media?parent=88"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/pressbooks\/v2\/chapter-type?post=88"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/wp\/v2\/contributor?post=88"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pb-sandbox.library.illinois.edu\/is510\/wp-json\/wp\/v2\/license?post=88"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}