Michael Stephens Interview with John Blyberg

If you haven't read it already, get thee over to ALA TechSource and read Michael Stephens' interview with John Blyberg. Lots of good stuff--I'm sure I'll be returning and re-reading this piece for inspiration in the future. A points that jumped out at me (quotes are from John unless otherwise noted):

• I’ve come to realize of late that if a change in library services, technology-based or otherwise, isn’t well grounded in our core values and mission, it just looks funny. (Michael)
  
  
• [I]nformation use has become an expression of self--that’s not something libraries ever accounted for. When I talk about this, I refer to it as the “information experience” because, for the growing number of us who participate in the hive, we build our own network of information and interaction that accompanies us through our lives. We literally construct highly-personalized information frameworks and place a huge amount of personal reliance upon them. Ten years ago, this wasn’t the case.
  
  
• It’s true that we are the voice of authoritative knowledge, but we can package that in ways that are not so paternalistic and present ourselves as partners in discovery. None of this requires technology, but technology has become the nexus of collaboration.
  

John also discusses how the Darien Library is big on Danny Meyer's book Setting the Table, which defines and makes a powerful argument for the value of hospitality. In one of those weird bloggy synchronicities, I randomly went from reading the TechSource post to Char Booth's Infomational post, "Manners v. Hospitality", in which she also references Meyer's book (which I have also blogged about in the past.) One of favorite passages is:

"In every business, there are employees who are the first point of contact with the customers (attendants at airport gates, receptionists at doctors' offices, bank tellers, executive assistants). Those people can come across either as agents or as gatekeepers. An agent makes things happen for others. A gatekeeper sets up barriers to keep people out. We're looking for agents, and our staff members are responsible for monitoring their own performance: In that transaction, did I present myself as an agent or a gatekeeper? In the world of hospitality, there's rarely anything in between."

So when you're done soaking in the TechSource post, take a look Meyer's book. I'll soon have a follow-up post on hospitality and customer service based my experience with customer service training at the Trump Taj Mahal this past week.

Technorati Tags: Customer Experience, Customer Service, hospitality, Library 2.0