Comments on: Geek Librarian on Parade http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/ A bibliophile's musings on books, libraries, the world, life, and anything else that comes to mind Thu, 08 Jan 2009 11:58:21 +0000 http://wordpress.org/?v=2.5.1 By: Dennie Heye http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13756 Dennie Heye Thu, 11 Oct 2007 11:24:35 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13756 Very good point. I agree that librarians should look at what can be learned from running a business. F.i. market segmentation, CRM and 'sales' (not a dirty word!). Find out who your customers are (or even who they should be... who for example would be your target group that is not yet using the library?), learn about their demands and then aim to deliver that. Don't try to provide everything to everyone, make choices. Very good point. I agree that librarians should look at what can be learned from running a business. F.i. market segmentation, CRM and ’sales’ (not a dirty word!).

Find out who your customers are (or even who they should be… who for example would be your target group that is not yet using the library?), learn about their demands and then aim to deliver that.

Don’t try to provide everything to everyone, make choices.

]]> By: Doug http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13680 Doug Fri, 05 Oct 2007 21:09:44 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13680 When we public librarians tell ourselves to "think like businesses", we mean listen to our customers, respond rapidly to changes in our communities, provide excellent customer service, and be flexible, creative, and innovative. But when we call these essentials "thinking like businesses," we are encouraging the assumption that businesses do all these things, while government agencies and nonprofits are insensitive, unresponsive, and inflexible. This belief is widespread, but how true is it? Customers vote with their feet, but they also vote with their votes, and democratic governments fail to respond at their peril. The current stereotypes of business and government have been systematically (some would say cynically) promoted by politicians and advocacy groups for decades, and they have undermined support for all public institutions. Public libraries are like businesses in many ways. We are unlike them in at least two: we are responsible to our communities, not to stockholders, and no matter how responsive and innovative we are, we will not survive if our communities no longer see a value in public service and the public good. When we public librarians tell ourselves to “think like businesses”, we mean listen to our customers, respond rapidly to changes in our communities, provide excellent customer service, and be flexible, creative, and innovative. But when we call these essentials “thinking like businesses,” we are encouraging the assumption that businesses do all these things, while government agencies and nonprofits are insensitive, unresponsive, and inflexible. This belief is widespread, but how true is it? Customers vote with their feet, but they also vote with their votes, and democratic governments fail to respond at their peril. The current stereotypes of business and government have been systematically (some would say cynically) promoted by politicians and advocacy groups for decades, and they have undermined support for all public institutions. Public libraries are like businesses in many ways. We are unlike them in at least two: we are responsible to our communities, not to stockholders, and no matter how responsive and innovative we are, we will not survive if our communities no longer see a value in public service and the public good.

]]> By: Ryan http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13674 Ryan Fri, 05 Oct 2007 14:18:29 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13674 I can't tell you how many useless fights I've gotten into over the stupid "customer" vs "patron" issue. I think a library can use either, depending on what they choose to focus on for their system. The usual argument against "customer" is that there is no fee-for-service mechanism to establish that relationship. What these people fail to understand is that there is also no "male rich benefactor bestowing special gifts on their subjects" mechanism either. Language is a silly thing -- so much gets lost in wording. "Fit for purpose" is what I always say. I can’t tell you how many useless fights I’ve gotten into over the stupid “customer” vs “patron” issue. I think a library can use either, depending on what they choose to focus on for their system.

The usual argument against “customer” is that there is no fee-for-service mechanism to establish that relationship. What these people fail to understand is that there is also no “male rich benefactor bestowing special gifts on their subjects” mechanism either. Language is a silly thing — so much gets lost in wording. “Fit for purpose” is what I always say.

]]> By: Julie http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13673 Julie Fri, 05 Oct 2007 14:10:31 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13673 I don't know that it's all about "thinking like businesses" as much as it is concentrating on what people want. Libraries are service organizations and we need to offer the services people want in order to remain relevant. Libraries do need to do a better job at adapting to new formats and technologies. I think that any public library that cries about lack of space yet maintains a collection of VHS tapes and/or audio cassettes needs face up to their packrat mentality and dump the stuff that no one wants. It's as simple as that. I don’t know that it’s all about “thinking like businesses” as much as it is concentrating on what people want. Libraries are service organizations and we need to offer the services people want in order to remain relevant.

Libraries do need to do a better job at adapting to new formats and technologies. I think that any public library that cries about lack of space yet maintains a collection of VHS tapes and/or audio cassettes needs face up to their packrat mentality and dump the stuff that no one wants. It’s as simple as that.

]]> By: ranger http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13672 ranger Fri, 05 Oct 2007 12:39:41 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13672 Well, I guess I don't have to worry about getting you a b-day gift on time! Hope you're having fun on all of your Fall travels. Well, I guess I don’t have to worry about getting you a b-day gift on time!

Hope you’re having fun on all of your Fall travels.

]]> By: Oh Jane, How I | Library Stuff http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13671 Oh Jane, How I | Library Stuff Fri, 05 Oct 2007 12:39:14 +0000 http://wanderingeyre.com/2007/10/04/geek-librarian-on-parade/#comment-13671 [...] Michelle Boule - “We need to start thinking like businesses and get over our hang-ups about that.” [...] [...] Michelle Boule - “We need to start thinking like businesses and get over our hang-ups about that.” [...]

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