From content aggregation tools and tips for improving your current awareness programs to tools for curation and analytics, Keiser shares her expertise. Using the technique he created to train reluctant librarians to conduct patron needs assessments, Liebhardt shares the secrets of conducting successful interviews for staying close to your customers. Chronister and Rubin provide insights into improving websites and services through user-centered design and explain how to create your own usability testing program on a shoestring budget.

Clayman and Bolls describe how their EPA library team enhances user interaction with innovative customer resource management. The librarians supervise the content management system that 26 EPA Offices use to manage their own knowledgebases of frequently asked questions and customer interactions. They share tools and techniques for providing improved access and superior customer service.

Holley-Harris talks about lessons learned by one of the DoJ’s libraries on marketing new technologies and engaging users. She covers the benefits of selling new ideas/technology to the library staff before selling the patron, how great turnaround times often trump the technology, and giving technology presentations in under 10 minutes.