Providing equitable access for all patrons is the aspirational mission of libraries - but it can be intimidating for those unfamiliar with accessibility. Understanding the fundamentals of accessibility can help shift how we think about design, equity, and creating community. Learn how minor changes to any library environment can make a major difference to users. Understand accessibility basics and leave with actionable steps to improve the experience of patrons and library staff.

Library staff leverage customer service skills to address a range of information needs. This review of retail customer service skills and techniques will support any interaction with a patron, whether in-person, on the phone, or virtually. Identify barriers to effectively communicating with patrons and develop a strategy for staff to practice their customer service skills.