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Where is the Hospitality in Your Library? Developing and Improving Services with the Patron in Mind.
Seeman, Corey; Marini, Tom
Seeman, Corey; Marini, Tom
2012-05-11
Abstract: In an increasing self-service environment, we will explore the Kresge Business Administration Library at the University of Michigan has used methods from the hospitality and service industries to reinvigorate the way that we connect with our community. We have established a service ethos to ensure that we are not only meeting the information needs of our patrons, but also being available to assist them whenever it is needed. In this presentation, we will discuss the role of public service in the library and how the lessons on the hospitality and service industries can improve our interaction with the patrons.
Description: In the library and information fields, we spend countless hours focusing on making our world a more self-service environment. While many students and faculty much prefer to work independently and easily find resources on their own, we have placed our emphasis on creating a self-service environment that removes the “middle man” from the information equation. And with the move that many have made away from conventional reference desks and reference service, we can (at times) look more like self-check express lanes at the grocery stores than like the libraries that we used to be. And while our patrons most certainly enjoy accessing resources in an unmediated fashion, there are many instances (especially with more difficult research projects) where they do need assistance with finding print and electronic resources. This presentation takes a look at how we have used methods from the hospitality and service industries at the Kresge Business Administration Library (University of Michigan) to ensure that we are not only meeting the information needs of our patrons, but also being available to assist them when it is needed. In this presentation, we will discuss the role of public service in the library and how the lessons on the hospitality industry can improve our interaction with the patrons. One additional concept that will be discussed is the notion that academic libraries are essentially service monopolies on their respective campuses – which can fundamentally change some of the ways that they operate.
