Comments on: Service Response Discussion: Do we need a Self-Service response? http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html The official blog of the Public Library Association Fri, 09 Jan 2009 23:43:42 +0000 http://wordpress.org/?v=2.5.1 By: Dale http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-789 Dale Tue, 28 Nov 2006 16:15:46 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-789 I agree that self-service is a means to an end, but think that it's an important means. Let's not forget that not so long ago, open shelves were seen as a radical means of self-service by library users. I don't think many of us could imagine going back to closed stacks, not so much because of the labor involved, but because closed stacks seem like inferior service to us now. I agree that self-service is a means to an end, but think that it’s an important means. Let’s not forget that not so long ago, open shelves were seen as a radical means of self-service by library users. I don’t think many of us could imagine going back to closed stacks, not so much because of the labor involved, but because closed stacks seem like inferior service to us now.

]]> By: Susan Mann http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-639 Susan Mann Thu, 02 Nov 2006 00:23:04 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-639 Self service is a means to an end. It's a way to enable us to operate more efficiently with what staff we have. It's also a trend that consumers expect to find more and more, but that doesn't make it a service response. We may say we are implementing it in order to empower people, but really it's about using our resources better. Self service is a means to an end. It’s a way to enable us to operate more efficiently with what staff we have. It’s also a trend that consumers expect to find more and more, but that doesn’t make it a service response. We may say we are implementing it in order to empower people, but really it’s about using our resources better.

]]> By: PLA Blog » Blog Archive » PLA Service Responses discussion summary, plus deadline extended http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-591 PLA Blog » Blog Archive » PLA Service Responses discussion summary, plus deadline extended Fri, 20 Oct 2006 19:28:50 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-591 [...] New Service Responses – Self-Service (9 comments) [...] [...] New Service Responses – Self-Service (9 comments) [...]

]]> By: Louise Mazerov http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-581 Louise Mazerov Thu, 19 Oct 2006 19:39:57 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-581 I agree that the term "self-service" is not what I would be looking for. Perhaps there is another term that would work and can be applied to customer service and not limit the idea to only those things a patron does for themselves. I agree that the term “self-service” is not what I would be looking for. Perhaps there is another term that would work and can be applied to customer service and not limit the idea to only those things a patron does for themselves.

]]> By: Roseline Williams http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-576 Roseline Williams Thu, 19 Oct 2006 06:29:28 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-576 How about user-centered customer service as a response instead of self-service? If you read OCLC's report on perceptions of libraries and information resources, you will learn that, comparing libraries with search engines, people think search engines are way better than libraries in being cost-effective, easy to use, fast, reliable and convenient and, at the same time, are not less trustworthy; you learn that only 5% of the respondents perceive library's customer service positively vs 23% perceive library's customer service negatively; and you learn that only 15% of the respondents consider online library fits their life style perfectly. In stead of providing excellent customer service, we make our services so hard to use and so difficult to find. I agree with Martina -- we should think in a bigger picture and think how this response will benefit the library users, not the libraries. How about user-centered customer service as a response instead of self-service?

If you read OCLC’s report on perceptions of libraries and information resources, you will learn that, comparing libraries with search engines, people think search engines are way better than libraries in being cost-effective, easy to use, fast, reliable and convenient and, at the same time, are not less trustworthy; you learn that only 5% of the respondents perceive library’s customer service positively vs 23% perceive library’s customer service negatively; and you learn that only 15% of the respondents consider online library fits their life style perfectly.

In stead of providing excellent customer service, we make our services so hard to use and so difficult to find. I agree with Martina — we should think in a bigger picture and think how this response will benefit the library users, not the libraries.

]]> By: Martina Kominiarek http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-570 Martina Kominiarek Wed, 18 Oct 2006 03:14:26 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-570 Means to an end. Certainly self service frees up staff time for other priorities, especially more complicated or difficult tasks or responsibilities (but those would be reflected in other service responses). The bigger picture to me seems something like easy or convenient Access to collections and services. As a larger category it might include things like remote pickup and drop off points, drive up windows, electronic borrower services in all forms, library by mail, off-hours checkout facilities, deposit collections, and various types of outreach delivery services/vehicles. Means to an end. Certainly self service frees up staff time for other priorities, especially more complicated or difficult tasks or responsibilities (but those would be reflected in other service responses). The bigger picture to me seems something like easy or convenient Access to collections and services. As a larger category it might include things like remote pickup and drop off points, drive up windows, electronic borrower services in all forms, library by mail, off-hours checkout facilities, deposit collections, and various types of outreach delivery services/vehicles.

]]> By: Mala Muralidharan http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-560 Mala Muralidharan Sun, 15 Oct 2006 02:51:02 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-560 You could have self-service in all of the existing service responses. Just like the service responses are not age specific .. they should not be specific to the way they are accessed too. You could have self-service in all of the existing service responses. Just like the service responses are not age specific .. they should not be specific to the way they are accessed too.

]]> By: Marlys Lien http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-556 Marlys Lien Sat, 14 Oct 2006 01:35:29 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-556 I see Self Check as a way to free my Circulation staff to have more time to do displays that promote reading and awareness of materials and services; as a way to free my Circulation staff to have more time out in the stacks assisting patrons in finding materials, answering questions and guiding them in the use of the library; and as a way to give anomynity and independence to people that seem to seek it. I see Self Check as a way to free my Circulation staff to have more time to do displays that promote reading and awareness of materials and services; as a way to free my Circulation staff to have more time out in the stacks assisting patrons in finding materials, answering questions and guiding them in the use of the library; and as a way to give anomynity and independence to people that seem to seek it.

]]> By: Marian Griffin http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-528 Marian Griffin Wed, 11 Oct 2006 14:21:18 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-528 At this time my system offers a small community a librarian-less pick-up/drop-off point (at city hall) because of budget constraints. This is the service requested and, as such, is not only a means to an end. One of our library's offers self check-out. It is a highly used and valued service. A suggested Service Response for self-service might be: A library that offers self-service addresses the needs of the independent patron with limited time or whose community cannot support a full-service library. At this time my system offers a small community a librarian-less pick-up/drop-off point (at city hall) because of budget constraints. This is the service requested and, as such, is not only a means to an end. One of our library’s offers self check-out. It is a highly used and valued service.
A suggested Service Response for self-service might be: A library that offers self-service addresses the needs of the independent patron with limited time or whose community cannot support a full-service library.

]]> By: Ann Hokanson http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-521 Ann Hokanson Wed, 11 Oct 2006 13:23:51 +0000 http://plablog.org/2006/09/service-response-discussion-do-we-need-a-self-service-response.html#comment-521 Not a service response, a means to an end, I think. Not a service response, a means to an end, I think.

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