Thoughts on complaint management in libraries

Abstract

Besides encouraging the ”complaining attitude” of the customer, an important element of complaint management is to choose the appropriate proce-dure to be applied when dealing with the customer. The study analyses the users’ complaint manage-ment communication on the public online forum of the Central Library of the Metropolitan Ervin Szabó Library in Budapest, paying special attention to the ways of improving library services as a result of recognizing readers’ remarks and needs.