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The Myth and Magic of Library Systems by Keith J. Kelley

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3

Customers, patrons, users, and unruly mobs

Abstract

This chapter discusses the differences between the various terms used to denote users of libraries and library services and how to deal with them. IT professionals and librarians share common goals in customer service, but IT professionals have a keen grasp on the big picture, on how to deal with large numbers of customers with few resources, and how to handle many customer transactions at once. The chapter goes on to give examples of techniques used to communicate and interact with customers and exposes a dark truth about the burden of knowing too much about your coworkers.

Keywords

Library patrons

IT customers

Library users

Large-scale customer service

I’m sorry, Dave. I’m afraid I ...

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