Online

Don’t Mistake Me (Please)

Over at KLE’s Web 2.0 Challenge I was surprised to learn:

Both Bisson and Stephens are so excited about this concept of Web 2.0 they have not taken a good look at what they can’t do for our libraries. …with all this new technology we can not forget that what is the most important in our libraries is the personal touch. We are one of the few institutions left that still offers individual attention.

KLE is doing some cool things, so I can tell this isn’t an offhanded rejection of Web 2.0 concepts, but the criticism makes me feel as though I’ve been missing my target somehow.

We wouldn’t accept poor service at the desk or over the phone, why should we treat our patrons so poorly online? I don’t think we’ve yet figured out what “good service online” is yet, but that’s what I’ve been focused on. Make no mistake, the future of libraries demands outstanding service everywhere we serve our users.

[tags]web 2.0, library 2.0, lib20, service, quality, libraries, criticism, online, good service, good service online[/tags]