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Archive for category User Experiences

Convenience Trumps Qual..Wait…Library Experiences Should Transcend Fast Food

When Ranganathan stated his fourth law of library science, “Save the Time of the Reader” he probably did not intend for us to create a library experience that operates under the same principles as a fast food restaurant – whose fourth law just happens to be “Save the Time of the Eater”. What Ranganathan most [...]

Stop Being So Helpful

In a previous post I wrote about appreciating getting personal attention in a retail setting, particularly when it was of the pre-emptive nature. Many retail stores are fine when it comes to good customer service, but too often I need to initiate the transaction by tracking down someone who can help me. It was quite [...]

Making Eye Contact Makes a Difference

What’s the first thing you do when making a personal connection with a community member? If it’s not eye contact then you need to rethink your steps of service. Librarians should not underestimate the importance that good eye contact plays in getting a service transaction off to the right start at every personal touch point [...]

Age As a Factor In Experiencing The Library

Academic librarians mostly encounter community members in the 18-22 bracket, but we serve older individuals as well be they faculty members, alumni, second-career learners and members of the public. We encounter no where near as many senior citizens as public libraries though. The elderly are often treated as a special user segment in the public [...]

Build It And They Will Come

Proposals to build a new library facility will almost always be met with some community resistance these days. Taxpayers who are non-library users will question why they should be required to contribute to a new library building when everyone can get all the information they need from the Internet – and they can get any [...]