Friday, December 4, 2009
#17 Web 2.0
I felt most of these articles focused too much on technology and ignored the value of human contact/service. Although we do need to keep up with changing technologies, I believe that, at least for our community, the customer service we give is valued by our patrons. I see this in CAF, when someone comes to us for reader's advisory instead of using the databases and I've also noticed it in Borrower Services, where the other day there was a line-up whilst the self-checks sat empty. This is not meant to knock the electronic services we offer. On another given day, I'm sure that the reverse could be equally true. I feel that we need to offer both, so that all the needs of our various patrons can be met. Rick Anderson may have noticed a 55% drop in circulation but we have experienced the opposite, with circing our 1 millionth item a month earlier than last year. Rick's opinion is definitely based on his own experiences, with desiring to move away from what he calls a "just in case" collection. One of the comments I hear the most from students is that they need a print resource - teacher's orders!