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August 14, 2006
Library 1.0
I'm on the side of those who see Library 2.0 as about technology and its use in extending and improving library services. In fact, I hold even more strongly to the belief that you cannot associate such fundamental elements of a quality library as Customer Service with Library 2.0.
Customer Service is Library 1.0. Period. Full stop. You need to go back to Go if you think putting in some Web 2.0 tools, and taking notes at Jenny and Michael's Road Show, will get you finally to the point of doing the basic things such as treating all your customers with respect and appreciation. In fact, I wish Jenny and Michael would stop being polite when talking about cell phone usage in libraries. It's not an option. Allowing use of a cell phone in a library is a basic courtesy -- and where I come from, that's Library 1.0.
And the great thing about Library 1.0 is that patrons feel the benefit right away. Not two or four or six months from now.
Here's the way I look at it. You can do Library 1.0 with one day of planning -- Library 2.0 will take you months to get ready and do it right.
How long does it take to allow cell phones in all or part of your library, and put in a nice sign? One day? Library 1.0, check. How long to decide to do IM reference, plan for staffing, think through the policies of priority, practice, get the information out, and ramp up? Four months? Library 2.0 for sure. How long to decide to blog, think it through, decide why you're blogging, read the Clue Train Manifesto, and get a voice or voices, and be ready to sustain your effort? Two months? Six months? Library 2.0. How long to empower staff to make exceptions to the rules -- if it's for the benefit of a patron -- and commit that they will not be criticized for their actions? One day? Library 1.0.
Are you happy to see the patrons in your library, and do you treat them with respect and affection? Library 1.0.
Are you ready to do a LOT of work to serve them better, and to reach out to other patrons by implementing new technology, new services and new ways of communicating? Library 2.0.
Posted by Alan Kirk Gray at August 14, 2006 07:15 PM