tag:blogger.com,1999:blog-9409282.post113754005361158044..comments2023-12-06T00:33:53.113-08:00Comments on Library Marketing - Thinking Outside the Book: Don't focus on the customer/patron (?!)Jillhttp://www.blogger.com/profile/09831759940834361548noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-9409282.post-1137703819896282782006-01-19T12:50:00.000-08:002006-01-19T12:50:00.000-08:00This is a very important article. We have focused ...This is a very important article. We have focused on the customer, not on what the customer needs. <BR/><BR/>The customer comes to us with a problem, for which he or she needs a solution or answer. That is where we need to focus our attention.<BR/><BR/>The problem can be anything from "I have a few minutes to kill, where are the magazines?" to "Where are the restrooms?" to a very complex research project. No matter how "trivial," if it's a problem for the customer, it is a problem for us to solve--or at least move the customer toward the solution.<BR/><BR/>I would like to see library reference desks re-labeled as "Answer Desk" or "Problems Solved Here." After all, that's what we really do--answer, solve problems, not "refer" people elsewhere. (Or at least that's what we supposed to be doing!)Ms. OPLhttps://www.blogger.com/profile/07205131401145629222noreply@blogger.comtag:blogger.com,1999:blog-9409282.post-1137608516519378632006-01-18T10:21:00.000-08:002006-01-18T10:21:00.000-08:00I really like this approach. Focus on what the u...I really like this approach. Focus on what the user is trying to accomplish, rather than who the user is demographically.Anonymousnoreply@blogger.com