Thinking about the limits of customer service

Article at Library Journal


I was just at a small informal gathering of academic library directors who were discussing a variety of things, including who was doing what about discovery layers, whether we need to revisit shared collection development, and what was going on at our libraries in the areas of information literacy and faculty development. In the course of our discussion, someone said "what's the best way to get librarians out of the library?"

What, they bring their pillows and bed down for the night? Are they staging a sit-in? No, apparently directors worried that librarians who do most of their work in the library building might not be aware of what's going on in academic departments and that, in turn, faculty whose research needs are often answered by electronic resources might have little idea what librarians do for a living—or what we could be doing to help them.

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