Back to basics
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| Image from iStockphoto |
It is clear, libraries of the 21st century is not the same as what it was thirty to forty years ago. With the advent of the Internet, the Web, Web 2.0 platforms, iPhone, iPod, iPad, Blackberry, and all the other new devices and technologies – libraries had to adjust quickly.
However, sitting in a library conference a few weeks ago, I realised that libraries and library professionals are missing the point. It is obvious, that technology is part of our everyday life...and it is unlikely that it will disappear into thin air either. We have to live with it...or change with it.
But.... Where do library patrons fit in? Most importantly, where do the older library patrons fit in? Where does social culture fit in? Are libraries still considered as the desired ‘Third place’ of our community?
I argue that libraries need to return to the basics – good solid customer service. Of course there are library patrons that want to get their own books and issue them through the self-issue machines. However, there are patrons that prefer to be served by staff. They do not embrace new technologies, especially the self-issue machines.
That said, I am for technology. It is vital for us to be updated (otherwise we miss out).
But, for me it is important to provide warm heath-felt customer service too. We need to change! We need to hug more, listen more, care more – that’s what libraries need! First and foremost, libraries are and should be about people!
