Don’t just go where your users are: go where your users are complaining about you -OR- This is now less broken!
Fri 3 Nov 2006, 11:03 am
When I last posted about this thread at This is Broken, it was devolving into something of a flame war between myself and a few others who seemed to think that the main role of a library in society is to test one’s virtue, maturity, and responsibility when it comes to overdues and fines. </snark>
For some reason, I checked the thread again last night and saw that Derek Wolfgram, Denver Public Library Circulation Manager, had commented a few days ago to thank the original poster and to say that the library agrees that a ten-day wait for an email overdue notice is a bit much.
Derek explains a bit about what is going on: the library would like to allow users to customize the kinds of notices they receive, but they haven’t found the right product yet. For now, they have made some adjustments to make it work as best they can.
And he finishes this way:
So remember, if you notice something broken, be sure to report it to
the responsible institution. They might be listening, and they might
even take your concern seriously and try to do something about it.
That is cool. Contrast Derek’s attitude with that of “GreatWesternDragon,” the circ manager upthread.
Derek Wolfgram is my new public services hero.
GWD wasn’t nearly as bad as the poster who somehow felt, repeatedly, that appreciating computer-driven niceties was the same as abandoning personal responsibility.
My PL does send out email a couple of days before an item’s due; I didn’t know that until recently because I don’t take out that much stuff and usually return it early. It’s a nice, friendly touch. It certainly isn’t saying “We know you’re irresponsible, and it’s OK with us”!
Comment by walt crawford — November 3, 2006 @ 11:53 am