Virtual Reference

OCLC has released the report Seeking Synchronicity: Revelations and Recommendations for Virtual Reference. While specifically targeting virtual reference service, the revelations and recommendations of this 86 page report could apply as easily to any service offered by libraries.

Convenience is the hook. Make sure users can find and use your service.

Pay attention to the questions asked and your interpersonal behavior when communicating. It's all about relationships, building them and giving people a warm feeling about your library. Courtesy and good manners go a long way to building relationships that make your library (virtual or real) a place that people will want to return to again and again.

A library director recently related a story that illustrates a very poor example of customer service. Spending leisure time in a nearby location, unanticipated bad weather forced a change in plans. She was near the local library so thought she would get a book and spend the day reading, but had not taken her library card with her. Even though she had photo identification with her, without the library card she was refused service and was not able to check out a book. The library worker was following the library policy. It would have been a simple matter to check that she had a library card in good standing and that her photo ID matched the library card information that the automated system could pull up. The library policy prevented giving good customer service.

Is this really the kind of impression that you want your library to leave with any customer? Will it help build your library's reputation as a warm and welcoming place where giving good service is valued?

Read the report and think long and hard about how your library is doing things. What can you do to help build relationships with your community? How can you make using your library and its services convenient for the customers?

Virtual or not, convenience in finding and using your library services is key when combined with courtesy and building relationships with your community members.