"Quality Service in an Impersonal World"
Is service important in today's do-it-yourself world? Is the traditional model of reference service - where a librarian interacts one-on-one with a user - still of value? And what defines quality library service in today's interconnected technological world? Representatives from the business, library, and educational fields presented their opinions on why service is important (or not) and what factors lead to quality service.
This was the last program that I attended at ALA and perhaps the most inspiring -
Nordstrom's perspective on service was presented by Robert Spector:
- Connect people with what they need
- Best advertisment is word of mouth
- Customer Service Departments? Everyone in an organization is in Customer Service
- The Key: think like the customer. Give the customer what they want and they'll come back!
- The Challenge: become "The Nordstrom of....Libraries"
After hearing some of the Nordstrom stories, I wanted to go out and find a Nordstrom and shop!
Orange County Public Library's story of customer service was presented by Donna Bachowski, Head of Reference Central.
- They have Quest Line - a dedicated telephone reference. Video conferencing technology also
connects patrons to Quest Line
- Information booth at entrance - greater answers directional questions or calls a librarian (mobile
gamma) to come and meet the patron.
- Mobile Gamma - roving reference program - librarians are assigned a service zone: greet
patrons and go with them until they find information (cross departments & floors) - six librarians
per shift on each floor
- End panel OPACS & telephones to reach Mobile Gamma staff
- Great website offering great service 24/7
My only response - wow!
Rutgers, The State University of New Jersey 's celebrated Marie Radford spoke from the educators perspective:
- Go for "Wow Service" instead of all the excuses
- Reference statistics are going down at the reference desks but e-reference statistics are going
up (on the college level - not so high in public libraries)
- "Heaven forbid we promote telephone reference when everyone from grade schoolers to seniors
are carrying them around"
Service excellence - Make it your choice and encourage your colleagues!
See what I mean about an inspiring program. Comments welcome!
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