New Reality
Lots of places are holding public discussions these days. There is less money and they want to know what's important to their users. Patrons. Customers. Constituents. Students. Pick one.
My work place, it seems, is one of them. It will be interesting to see what comes of it.
Everyone has a favorite. Books. Storytimes. On Fridays. Computers. Online services. DVDs. So, it may depend on who comes. What their agenda is. Because why would they take the time to attend a discussion unless there was something they really wanted.
And it will depend on the questions. What's asked. How they are phrased. Do we know what we want and will we try to skew questions? Unintentionally. Intentionally.
As I've been thinking about this, mostly today, I have a new way of looking at it. What do people expect from us just from the fact the the doors are open? What would I expect?
Think of it this way. What would you expect from a grocery store? A post office? Why do you go into the buildings or online to use their services? It might be fun to find some surprise services and conveniences, but what basic things are implied by the name of the company, organization, institution? Do I need my post office to sponsor a cycling team? (OK, that's done, but making a point.)
What would I expect from a library? What did I expect before I started working in one and found we had so many layers of things that we think are important. What level of service from the people inside? What kind of wait time? What kind of knowledge? What bells and whistles can I do without? How fancy or complete does the catalog have to be for me? How do I use it? What's required and what's the fun extras? At what cost? When do I need them to be open?
I hate waiting too long for help. Or to check out in stores. If I hear lines are long because they can't afford the staff, I think that because their main job is to sell me groceries, they are devoting all they can to make that happen. How do I feel if they have diverted thousands of dollars to an in store dietitian and I can take classes if I want? How many people take advantage of them? How much faster would the lines go if they hired 3 17-year old clerks instead? What does having a dietitian do for their image that really impacts me?
In the olden days, grocery stores didn't have dietitians. Maybe that's why I would rather have check out people. I don't care. I don't use them. I wouldn't miss them. Maybe someone would. But still, it's a grocery store first.
So are you getting my point here? What are we first? What needs to stay to keep our basic brand alive? What can go? What's self-serving and what serves the customer?
My work place, it seems, is one of them. It will be interesting to see what comes of it.
Everyone has a favorite. Books. Storytimes. On Fridays. Computers. Online services. DVDs. So, it may depend on who comes. What their agenda is. Because why would they take the time to attend a discussion unless there was something they really wanted.
And it will depend on the questions. What's asked. How they are phrased. Do we know what we want and will we try to skew questions? Unintentionally. Intentionally.
As I've been thinking about this, mostly today, I have a new way of looking at it. What do people expect from us just from the fact the the doors are open? What would I expect?
Think of it this way. What would you expect from a grocery store? A post office? Why do you go into the buildings or online to use their services? It might be fun to find some surprise services and conveniences, but what basic things are implied by the name of the company, organization, institution? Do I need my post office to sponsor a cycling team? (OK, that's done, but making a point.)
What would I expect from a library? What did I expect before I started working in one and found we had so many layers of things that we think are important. What level of service from the people inside? What kind of wait time? What kind of knowledge? What bells and whistles can I do without? How fancy or complete does the catalog have to be for me? How do I use it? What's required and what's the fun extras? At what cost? When do I need them to be open?
I hate waiting too long for help. Or to check out in stores. If I hear lines are long because they can't afford the staff, I think that because their main job is to sell me groceries, they are devoting all they can to make that happen. How do I feel if they have diverted thousands of dollars to an in store dietitian and I can take classes if I want? How many people take advantage of them? How much faster would the lines go if they hired 3 17-year old clerks instead? What does having a dietitian do for their image that really impacts me?
In the olden days, grocery stores didn't have dietitians. Maybe that's why I would rather have check out people. I don't care. I don't use them. I wouldn't miss them. Maybe someone would. But still, it's a grocery store first.
So are you getting my point here? What are we first? What needs to stay to keep our basic brand alive? What can go? What's self-serving and what serves the customer?
