Library Policies Created By Patron Bashing

Library Lost & Found

images-2Talking crap about patrons, as I’ve said before, might be the number one barrier to customer service in libraries. And when we talk about customer service we don’t just mean personal interactions at the public service desk – that’s the tip of the iceberg. We mean policies, procedures, services: from design to implementation. And sadly, a culture of patron negativity melts the iceberg (and prevents innovation).

Some examples (write yours in the comments):

Public service desks that look like military forts
I’m sure there’s some historical reason for gigantic public service desks – like we didn’t have computers back then or whatever – but c’mon. My library has an AV desk (“AV”, by the way, stands for “audiovisual”…that’s another discussion). Anyway, the AV desk is so large that helping a patron involves taking a short jog around the block. Showing the patron where a movie is – a hallmark of good customer service…

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The changing world of librarians

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The Very Heart of it: The Timeless, Nourishing Value of Libraries by Peter Bromberg

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Designing Better Libraries » Service Does Matter In Higher Education

Though slow to come around, the signs indicate that there is an increased awareness in higher education that the quality of services delivered does matter. When students are behaving more like traditional consumers who comparison shop before making a purchase decision, colleges and universities may want to develop a reputation for delivering great customer experiences. Whether it’s the online registration process, managing student loans and assisting with financial aid or resolving an overdue book issue in the library, students are increasingly attuned to the quality of these experiences – and when it’s subpar they may broadcast it on their social networks. I know I want my institution’s students to be telling each other about the great experience they had in interaction with the library. Read more..

Libraries stack up in new digital world | roanoke.com

Research libraries such as those on the Virginia Tech campus are moving away from being repositories of knowledge to active curators of data.

 

Monday, March 4, 2013

BLACKSBURG — Virginia Tech researcher Emmanuel Frimpong and his team took two years to compile a database of biological traits of 809 U.S. freshwater fish species for a project funded in part by the U.S. Geological Survey.

But the team needed a new service at Tech’s Newman library to help them honor a commitment to the USGS to make that online database available to other scientists.

“I don’t think researchers across campus are aware of this service the library can provide,” Frimpong said.

Welcome to the modern research university library, where new skills and even new spaces are being developed to serve the needs of scholars, scientists and students working in the digital age.

From a digital-ready classroom to furniture reminiscent of the starship Enterprise, library officials say they are developing new ways to serve the campus, and the public.

As libraries transform for the digital age, “it’s an exciting time,” said Judy Ruttenberg of the Association of Research Libraries, a membership and advocacy organization for 125 of the nation’s largest research libraries, including the Library of Congress. Read more…

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The NMC Horizon Report: Emerging technologies for teaching, learning and creative inquiry by Stephen Abrams

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