Let’s face it. Community members can manage their research and a host of other library chores pretty well in the library web environment without the need of intervention from library personnel.
I’m a fan of promoting self-service in libraries. Many, not all, community members prefer self-service options. In a world of ATM machines, airport check-in kiosks and supermarket self-checkout stations, a library that offers no self-service would seem outdated and out of touch with consumer trends.
While we should be looking for any and all opportunities where self-service could replace basic transactional interactions, we also need to be mindful about which of our services should continue to be conducted through human intervention and interaction. By all means, we should offer self-checkout, self-renewal, self-hold shelf pick-up, self-study room reservation and similar types of self-transacted tasks.
Then there are the services librarians offer that could potentially be transacted via self-service but probably would be better delivered through an intermediary. Database selection is one example that comes to mind. Database lists and recommender software could be a good start in the absence of human guidance, but it rarely works as well as we’d like.
And as much as we might think that there’s a widespread consumer preference for self-service, many people still appreciate and seek out human-mediated services. According to a New York Times article, there is a start-up segment fueled by such service, despite the growth of Expedia, Angie’s List, Priceline and other DIY websites, there is still a desire for personal attention:
“A lot of companies pushed hard on the idea that technology will solve every problem, and that we shouldn’t use humans,” said Paul English, the co-founder of a new online company called Lola Travel. “We think humans add value, so we’re trying to design technology to facilitate the human-to-human connection.”
Self-service is the right option for certain kinds of routine transactions, but there are several reasons, all applicable to libraries, why human-mediated service is still prized:
* saving time – you could figure out how to navigate the library website, identify
the appropriate resource, learn to use it, etc,. but having a personal guide to
lead the way, help avoid mistakes and leverage the features is worth any minor
inconvenience in arranging for an appointment.
* navigating complexity – self-service often fails for a particularly challenging
problem, so this is when you need help from an expert who can figure out what
went wrong, how to fix it or how to avoid frustrating problems in the first place.
* personal relationships – there was a commercial a few years ago for Priceline that
suggested they got the best deals because they “know a guy” (or gal) that helped
them get the best price – and that’s all about having a special relationship
where you can get help when you need it; so who doesn’t like having a special
librarian – that’s their guy/gal – who provides personalized, attentive help
when and where it’s needed
None of this is to suggest that human-mediated services are incompatible with technology. Rather it’s about using technology managed by humans to deliver a unique experience for the community member. There are times when self-service is the right user experience. We much prefer community members to use their online account to renew their books from home – and not bring them back in bags for us to process. That saves both of us time so we can take care of more important matters.
Personalized research services delivered by knowledgeable experts is what librarians can use to promote how what they do is different from self-serve web search. One of the keys to our successful future is giving community members a reason to believe the library is better – and not just better – but a powerful combination of people and resources that demonstrates we have designed a user experience the community can’t get anywhere else.
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