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Archive for December, 2009

Getting Beyond Good Customer Service

We’ve all heard again and again how important it is to offer good customer service at your library. Here at DBL I’ve stressed that a great library user experience is hardly achievable without paying attention to customer service. Do an Internet search on “customer service library” and see how many library-based customer service policies you [...]

Want To Be An Innovator? Put Up Your Antennae!

Continuous improvement is an often sought after goal in libraries. We may be doing good things for our community but resting on our laurels is no formula for future success. It’s important to keep exploring for new ways to enhance the library experience for the end user. A simple way to do that is by [...]

Differentiating The Information Commodity

One of the core components of creating a unique user experience is making it clear to the end user or customer that a product or service is differentiated from competitors so that it compels the individual to seek out this different experience. At DBL we’ve discussed the importance of identifying ways to differentiate the library. [...]