Brian Mathews offers this at Designing Better Libraries:
There has been a lot of talk about libraries becoming more “user” centered, even back in 2000 I recall seeing user-centered or user-focused in several job postings. With the emergence of all the Web 2.0 magic, this term has become even more prominent.
But are libraries really any different? Can patrons detect a difference? I think that those of us working in libraries have seen a change, but what about our users? Has any of our rhetoric translated into a noticeable change? Do they perceive us as being user-centered, or is it just us who perceive ourselves as being more user-centric?
Taking it a step further, can we ever break the boundaries of departmental self-interest? The Reference department has one perspective, while Circulation has another; Systems/IT has their agenda, while Cataloging has another—and so on. I’ve worked in several large academic libraries and this territorial thinking seems to be universal. If each department perceives the “user experience” differently than how can we ever truly be user-centered? That’s one of the challenges I face now since I am essentially floating without a department… but perhaps that is a good thing? I’m trying to take a more holistic approach.
Good questions to ask. I think many library folk face these challenges. Sometimes it seems them running screaming away, other times they overcome the silo-mentality and find ways to work together. Is this another vote to disband the "departmentalized" nature of many organizational structures?