This elderly couple (you can’t see him, but there’s a man sitting down in the pic with the woman) came to the library with a specific task in mind – to look at some old slides from the 50’s and 60’s that had been turned into digital photos on a CD. The couple doesn’t own a PC, so they naturally thought “I’ll go to the library.”
Walking into our main doors, they met Gina, our library director, who was taking her turn at our Greeter Desk (we have a “grand rotunda” that looks amazing. It’s also a directional challenge, so we’ve been placing staff in the rotunda and calling it our Greeter Desk). They explained the problem, she said “sure, we can help,” then looked at me (I was chatting with her). I had the unfortunate task of reminding her that we don’t have CD drives in our public PCs (it’s an inherited problem – hopefully changing it soon!).
Gina gave it some thought for like 5 seconds, then asked me to take this fine couple up to her office to view their pictures. Yes, you heard that right – on a staff PC, in the Director’s office.
When they were done, I walked back to Gina. She looked at me, pointed a finger at me, and said “that’s 2.0, David.”
And I’d agree. No, it’s not really about technology. It’s not about using RSS feeds. But it DOES display the type of above-and-beyond customer focus that my library is developing. For us, that’s a 2.0 change for the better.
And… if you like that story and want to hear more from Gina, well… you’re in luck (that is, if you’re headed to Computers in Libraries). She and I will be giving the last presentation of the day in the Innovation and Change track on April 8. Here’s more about our session:
Description: Millsap explores the digital divide between administration and staff and looks at how leadership is the key and technology the tool. She shares strategies for leading with technology, not in spite of it. King focuses on why libraries need to make time for Web 2.0; why they need to learn about and experiment with new tools; allowing staff the time needed to play with these tools; making time for Web 2.0; and facing change.
Stop by and say hi!