Effective Public Service and Interpersonal Contact depends on attitude, demeanor and appearance as well as on specific skills. Responsiveness, courtesy, helpfulness, the ability to speak and write clearly and grammatically, a neat personal appearance and an orderly work space enhance customer satisfaction and project a positive image of the library with the public and others. Professionalism includes bringing to the job a body of knowledge and expertise in the fields of library and information science and administration, which is characterized by a skillful implementation of library procedures, operations and services. It is also characterized by a willingness to stay aware of library trends, philosophies of service and technology as part of one's own professional development. This entails attending workshops and conferences, reading professional literature and pursuing other methods of continuing education .
Leadership is characterized by the willingness and ability to assume responsibility.
Employees who are leaders model the work habits, behaviors and attitudes expected of all library staff. Effective leaders exhibit creative problem solving skills and the ability to grow and develop in times of change. The library director, who sets both the tone for service delivery and the direction for library development, must have effective supervisory skills, including the capacity to motivate and guide staff to perform to the best of their abilities.