by Jane Kirby, Oregon Chapter, Government Information Division
A few weeks ago, a library customer hailed me in the parking lot as I returned from lunch. “Hi Jane, I have a DVD to return. I’ll stop by the library when you open at 1:00.” I glanced at my watch: 12:50. “No need wait,” I said. “I’ll take it now so you can be on your way. I know you have a manager’s meeting this afternoon.” I smiled as I walked into my building. “Working in a special library is like being a librarian in a small town,” I thought. “You represent the library wherever you go and you always know what’s going on.”
We special librarians are in a position to know our customers very well. After all, we have a long-term clientele made up of co-workers and business associates. This close-knit relationship offers a unique opportunity to anticipate and respond to our customers’ information needs. If we simply tap into the grapevine, we’ll quickly learn how we can help.
Is the government affairs manager convening a task force and looking for volunteers? Step up and join the team. Who better than a librarian to provide research and analysis for a high-visibility project?
Does one of the engineers have a reputation for being demanding and difficult to please? Win her over with the current awareness service and you might find your library’s best advocate.
Or, how about the young data analyst who is overwhelmed with a major project, not to mention a new baby at home? Save him some time by delivering information to his cubicle. It only takes a minute.
Reach out. Listen. Be flexible. The Future Ready special library melds high touch with high technology.
Great post illustrating the service orientation that is so important in our profession! In my last position, I worked as a librarian supporting learning & development for a bank with branches across Canada. The day before I left on a trip to visit family in Montreal, a manager in one of the downtown Montreal branches called our Toronto-based library to request urgent delivery of a popular training DVD. It was Friday evening and I had literally just turned out all the lights in the library. “No problem, I’m coming to Montreal this weekend – I’ll deliver it in person at your branch, Monday morning!” She was thrilled, and it was a great opportunity to meet my clients face to face. Ironically, the DVD was about providing exceptional customer service – I think a live demonstration beats a DVD every time!
Great stories on building loyalty with your clients by going beyond normal boundaries. Exceptional services–squared!
Short & sweet, Jane — very good reminder of what our profession boils down to!
Thank you for your kind comments! During my career I have seen a parade of technology come and go: OCLC and DIALOG searches done through an acoustic coupler/telephone/mainframe, microfiche, CD-ROMs, Gopher, the Web, and Web 2.0 mobile technologies. Although each new device increased our reach, it wasn’t just about the latest gadgets — librarians simply used the best technology available at the time to connect customers with information.
In my essay, I used a composite of library customers to underscore the importance of choosing an individualized approach to each interaction whether through conversation, print, or electronic media. Technology will change but customer service is a constant.
I am a Library Science student at North Carolina Central University and I work at an engineering firm full time. We have a small library in house that I’m in charge of. I am doing my best to provide that extra-mile service to the engineering professionals. If I see that they’re looking for something in the library and they’ve not laid their hands on it in a short time, then I will ask what they’re looking for. If I see a library item in their office, I will ask if they want me to return the item for them. Your article’s theme is at the heart of assisting patrons who darken our library doors in the information quest – providing exemplary service. Short article; excellent read.