Somos lo que decimos y cómo lo decimos: la gestión de la "Atención al Usuario en Bibliotecas", una cuestión de comunicación.

The management of user service has become a fundamental aspect in library management today. The essence of the current libraries is based on the relationship between people, specifically between those who provide services and those who make use of them. Thus, as user service is mainly a matter of communication, several aspects are analyzed: the communication skills needed for the professional librarian to offer an efficient quality service, the communication with dissatisfied users, user service in no face-to-face scenarios, the attention to users with special needs, as well as that provided in extraordinary situations, such as the one required by the ongoing health crisis. We conclude by offering some recommendations to provide an effective user service in libraries. [ABSTRACT FROM AUTHOR]