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An Idea Worth Stealing

Don Barlow at Westerville Public Library asks his staff to keep a log of whenever they have to say “no” to a user. What a great idea! They review these ‘no lists’ and determine if there is a valid reason to be saying no to a user. It helps them find service gaps, bad policies, etc. It also helps them to focus on those events where the customer experience might be perceived as negative.
Seems like a good place to start to re-regulate libraries. Are all of our policies working to our best interests and the interests of our users?
Stephen

Posted on: May 9, 2006, 8:39 am Category: Uncategorized

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