Drawing from John Blyberg’s ILS Customer’s Bill of Rights and
The Social Customer Manifesto, Jenny Levine offers this Online Library User Manifesto:
- I want to have a say, so you need to provide mechanisms for this to happen online.
- I want to know when something is wrong, and what you’re going to do to fix it.
- I want to help shape services that I’ll find useful.
- I want to connect with others that share my interests.
- I want to use your services on my schedule, not yours. I don’t care if it’s noon, midnight, Sunday, or Christmas Eve.
- I want to know how your library works.
- I want to tell you when you’re screwing up. Conversely, I’m happy to tell you the things you are doing well.
- I want to interact with institutions that act in a transparent and ethical manner.
- I want to know what’s next. We’re in partnership…where should we go?
The basis of this, is of course the critical mass of users who are making online services a part their everyday lives. And it’s not just the millennial generation, as it turns out that it’s the 35 to 44-year olds who are most likely to buy movie tickets online, just as one example. But a recent Pew Internet Project study on millennials does reveal an interesting trend, one that the above manifesto seeks to address:
These teens would say that the companies that want to provide them entertainment and knowledge should think of their relationship with teens as one where they are in a conversational partnership, rather than in a strict producer-consumer, arms-length relationship.
And if that isn’t clear enough, take a look at the message in the marketing world.
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[...] The problem here is that it’s a decision we make on behalf our patrons, often without bothering to inform our patrons of the risks we take with their privacy. And the problem there is that it violates users’ expectations of transparency and self determination — some of the same expectations you’ll find in Jenny Levine’s Online Library User Manifesto. [...]
[...] Anybody who questioned the Pew Internet and American Life report about how teens use the internet and how they expect conversations and interactivity from the online services they use might do well to take a look at this comment on my Chernobyl Tour story: Student Looking for Info that your not give us February 3rd, 2006 10:11 [...]
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