Archives for category: Public Libraries

latte everywhere

Next week, I start a new job in a government library. As I bid farewell to the multi-national mega-chain retail cafe, I want to write a few posts about customer service and library user experience.

There was a recent Globe and Mail article about choice and customer experience. It boiled down to this:

A myth I often deal with is: “Our customers want lots of choices, and the ability to customize.”…

Big consumer myth No. 2 relates to customization, specifically to companies believing that customers want to customize products. This myth is tied directly back to the logic around consumer choice limitation as a good thing…

Offering your customers more choices, whether in products or features, and the ability to customize will likely not do them, or you, any favours. Having the courage to limit choice, and taking the time to create a personalization path, can create a more favourable customer experience, and may just increase your sales.[full article here]

Are libraries embracing too much customisation? Is this interfering with user experience?

Read the rest of this entry »

the fastest gunFrom the Iowa City Press:

The Iowa City Council will examine the idea of banning firearms from city property in light of the state’s changes to its gun permit laws.

After Susan Craig, Iowa City Public Library director, asked the city to explore whether the library has the authority to prohibit guns, the city attorney’s office concluded Iowa City legally can do so on all municipal property…

Since Jan. 1, gun owners are no longer required to conceal their firearms in public, and county sheriffs have less discretion when denying permits.

Assistant City Attorney Eric Goers said in a memo that any weapons restrictions must first be approved formally by the entity in control of the property, such as the library’s board of directors. Clear signage also must be posted on all entrances stating that restrictions may be enforced by way of a criminal trespass charge, Goers said.[full article here]

Safety and public access run hand in hand. People should feel safe when they access their local library. But, increased security and screening in public buildings is costly, particularly cash strapped public libraries. What challenges do increased security pose to user privacy? At the same time, if someone is going to walk into a library and fire a pistol, would a law against carrying a firearm stop that person? Would metal detectors and guards?

Do Iowa libraries risk alienating a large portion of their users by banning weapons on their premises? Would Iowans welcome library closures or limited services/collections to have their 2nd amendment rights(such as they are construed) protected? I’d love to see that user survey. Read the rest of this entry »