“People in networked markets have figured out that they get far better information and support from one another than from vendors. So much for corporate rhetoric about adding value to commoditized products.”
From the Rambling Librarian:
We should go out there and engage potential users in the forums, chatrooms etc. As I wrote in my other blog:”… the presence that librarians project can no longer be the “Thou knoweth more than you-eth” attitude. To connect with our average information-customer, we need to show them that we’re as human as they are; as fallible, and there’s nothing to be fear from us.”
In providing our service, be it answering reference enquiries or Readers’ Advisory, or checking a reader’s loan record, PLS librarians can distinguish themselves by engaging in conversations with the reader. In a real conversation, we don’t go “Dear Mr Lee, with regards to your enquiry…” but we say things like “Hi Mr Lee, that’s a most interesting question. It’s something new to me but I’ve checked with my colleagues and…”. Our tone (written or verbal) should be informal, approachable, human.
Heck yeah! The “voice” of the library should be human. It should resonate with emotion, interest and sincerity — on the web, via IM, on the phone and in person.
Just saying: Here’s a nice post to the SJCPL Lifeline by our AV librarian. It speaks to me becuase it’s written in Julie’s voice. I know she hearts Cusack and it certainly comes through in the post. Just returning from the lake, I spent four hours in the car with The Cluetrain Manifesto and one of the pints is to speak in your own voice when participating in the Web. Well done Julie. Library bloggers – file this one under Notable Examples of Great Library Blogging!