Library Service Expectations
Library Service expectations, like service expectations in any sector, have changed dramatically over the past decade. We live in a culture of instant gratification. Libraries used to have few if any competitors. Now they have innumerable online service providers who can provide content quickly and conveniently, albeit for a fee. Our library users are the same consumers who have gotten used to streaming movies from Netflix downloading kindle books from Amazon. I see this as a good thing. It makes libraries raise their game in terms of service.
The Culture of Haste and Library Service Expectations
A good friend of mine, I’ll call her Sarah, runs the public service department of a large academic library. She’s the kind of librarian who likes to provide good library service to the students and faculty. These days good library service means fast library service. Interlibary loan is an area of library service that has received a lot of attention over the past decade. Once a slow process, a lot of work has gone into streamlining the delivery chain, improving the tools and generally making it a timely service that meets the needs of today’s researchers. This process has been achieved because of people like Sarah who work hard to ensure that items in their library collections are loaned quickly and efficiently to researchers elsewhere who need them.
One day not too long ago Sarah was speaking to the staff in the interlibrary lending department and explaining that for each item they were working on there was an actual researcher waiting for the book. One of the lending staff took exception to this and said that Sarah was “buying in to the culture of haste.”
What’s Wrong With the Culture of Haste
OK, I get it. Yes, we live in a society full of instant gratification. The rushing can be too much at times. Stress related illness is at an all time high. We need to be reminded to stop and smell the roses. Every time I’m on the road someone is rushing in a way that puts other lives at risk. Sometimes rushing isn’t necessary. And often it can have negative consequences. Sometimes rushing means a decline in quality, but it doesn’t have to.
What’s Right With the Culture of Haste
Librarians like Sarah have it right. It is important to Sarah to provide good library service to all researchers, not just the ones at her own institution. She also wants to provide good library service to researchers at other colleges and universities who need to use items from her library’s collection. Her colleague accused her of buying in to the culture of haste as if it were a bad thing. When it comes to library service, it’s not. It is simply providing good library service in an environment of ever increasing expectations. Where we have the tools and staffing to provide fast service, why not?
How Can We Help Our Colleagues Embrace the Culture of Haste?
Many of us are able to see the value in providing super-timely library service yet work with people who don’t get it. So what can we do? I think Sarah had a good idea. She explained the context to her colleague. Unfortunately her colleague didn’t get it. This time. Perhaps with repeated explanations the expectation will begin to sink in. Perhaps by explaining in in a context meaningful to the colleague it would help. Obviously this is going to differ from person to person but everyone has been in a situation in which they didn’t like waiting. Rather than getting frustrated at colleagues who don’t understand the changing nature of library service expectations we need to continually have the conversation on why faster library service is important.
What are your experiences dealing with colleagues who have different views on library service expectations?
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