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ERIC Number: EJ1261841
Record Type: Journal
Publication Date: 2020
Pages: 11
Abstractor: As Provided
ISSN: ISSN-0148-1061
'Whose Line Is It Anyway?' Using Improvisation to Hone Library Employees' Customer Service Skills
Decker, Emy Nelson
Education Libraries, v43 n1 2020
Improvisation is an effective tool for developing actors' skills. It can also be a powerful and unique means for enhancing customer service skills in the contemporary academic library environment. Interactions between library users and librarians / library staff can often be complicated and require excellent listening and communication skills. This article explores how improvisation training can help reinforce customer service skills while also enhancing team building, team cohesion, and interpersonal engagement skills for these library employees. Such exercises are not only enjoyable and entertaining for library employees, they also help develop essential skills which enhance their customer service interactions.
Special Libraries Association, Education Division. 7918 Jones Branch Drive Suite 300, McLean, VA 22102. Tel: 703-647-4900; Fax: 703-506-3266. e-mail:; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A