I’m really proud of my library.  Sure, we have problems like every library, but ours aren’t of the too stiff for our own good kind.  We hear from our customers again and again how they LOVE this library, how so-and-so library just isn’t as nice, or is even mean…etc. etc.  I’ll admit that makes me feel like we’re doing a super good job on the customer friendly place front, and yes, a tiny bit of schedenfreude for the libraries that customers compare us to.

The other day, some young summer visitors were here with cousins or something.  They spent a few hours in the Flight Deck, using it as the third place it was intended to be.  As they passed by my desk on their way out, I heard one say to the group, ” I like this library, the people are nice and you can do stuff, and it looks good too.”

When customers stop exclaiming how remarkable this or that particular library is — is when the general perceptions of libraries will change.  This young guy’s remarks gave me the impression that his perception of libraries compares unfavorably with his perception of our library.  That is sad.  Most libraries are really terrific.  I know, because I have a habit of visiting them where ever I go.  But a potential library customer only needs to see one or two libraries to form an opinion of libraries in general.  I’m guessing this teen has visited his hometown public library and his school library, and that the environments and customer service might be in the less than terrific  category.  Yet that is what “library” means to him.

So now I’m thinking that until customer experience for libraries is globally positive, the people that work hard to bring positive change to their libraries need to shout about it.  Be cheerleaders.  Do what it takes to not just lead the way, but help other libraries in any way possible.  Say for instance a library board is dubious about serving digital natives or letting people use their media devices on PACs.  A library that successfully serves that need can offer to speak at a board meeting.  That might be way more effective than asking the board to read tons of material posted all over the internet.  I’m thinking that positive change in other libraries ultimately impact my library.  What do you think?