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In Reading Round Up

By Elizabeth Wroten

Reading Round Up: Twitter

On 17, May 2013 | In Reading Round Up | By Elizabeth Wroten

I’ve decided to do something a little different with these posts for the future. Now that I’m feeling more on top of following blogs and librarians on Twitter, I want to start actually tweeting more. To that end I am going to start actually tweeting the links I would normally include here. Then every Friday, I’ll aggregate them here for anyone who missed them or isn’t on Twitter. I can also add a little more detail to my thoughts on the articles.

Since most of the links I find to share are in blogs I follow, I tend to come across them on Thursdays when I read my blogs. I found a service that allows me to set up tweets in advance (Twuffer, a Twitter buffer) so that I don’t inundate my tweeps. Without further ado:

I agree so much with the idea here that customer service in libraries needs to be top notch and of a type that is more than pointing to the bathroom. I know added value is an irritating buzzword, but I think it’s still a relevant and necessary concept.

I have mixed feelings about this piece. I agree in so many ways, but I also think that undergrads (and other patrons like the general public and younger students) do not always approach librarians. It’s true that the results they get from new fangled, improved search interfaces may not be the best, but are they better than what they got before? I don’t really know the answer to that. I think the issue lies more with marketing reference services and getting students to the reference desk (virtual, real or otherwise). However, I hadn’t really thought of those types of tools in regard to writing librarians out of reference. I think this underscores the importance of digital/information literacy skills.

I didn’t work with these types of teens, but as a new parent I can’t imagine how difficult it would be to be a single, teen parent. The sentiment is really sweet and I think the ideas are really awesome.

I think a lot of people believe technology is some sort of silver bullet. That you can just take a new technology and use it the same way in every situation. But that just isn’t true. As with any program or tool you need to know your culture in order to know if it’s right and how it should be implemented. I’m going to address this topic in more depth next week.

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In Redux

By Elizabeth Wroten

Redux: Patrons vs. Customers

On 07, Jan 2013 | In Redux | By Elizabeth Wroten

I know there’s an age old debate in Libraryland about what to call the people who visit our libraries. There was recently an excellent post about it on Designing Better Libraries and I totally agreed with the ideas in it. But the debate came up again, for me, in this recent piece in the New York Times about libraries and bookstores, so I thought I would add my two cents.

I don’t think it matters what we call those people who come through our doors (virtual or real). What matters is that we give them a great user experience.

I’m a strong believer in customer service be it at a store, a restaurant, an airport, where ever. I have expectations for how I will be treated when I go somewhere, especially where I am either paying for the service through my taxes (e.g. the sheriff’s office, the library, etc.) or where I will be spending my hard-earned money. I want to be greeted and acknowledged, not ignored. I want to feel welcome. I want to be treated fairly, politely, and respectfully. I want to be asked if I need help, especially if I am standing near an employee clearly waiting to be helped. I also want to be apologetically told if you can’t immediately help me or serve me. I want to be thanked if I am kind or spend money. I know this can sound demanding, but for the most part, I’m low maintenance. I don’t expect groveling or great shows of gratitude.

The thing is, I think librarians need to realize that we are in customer service. We are there to serve the people who come in and wouldn’t be there if not for them. We need to be friendly and helpful. Librarians love to talk about how we have knowledge and skills in all different areas that we want to share with people, so we need to make sure those people want to come to the library and learn from us and use our collections.

I do understand there are always people who are rude and undeserving of politeness. I like to call them jerks (or worse), not customers or patrons. Sometimes it’s hard to keep your composure, but if you do they look all the worse for being out of line. Keeping customer service in mind doesn’t mean we need to let people walk all over us or carry on deep conversations with people while we check out books. Just that we need to remember why we got into the profession.

So, as I said, it doesn’t matter what we call the people who come through our doors. If it helps you to think of them as customers so that you remember to give them a positive user experience, then you should. If you already know and think it sounds too insulting to call them customers, then don’t. Just be sure everyone is getting what they need with a smile or at least a polite and respectful attitude.


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