Who is the Customer?

A few weeks ago I had the chance to participate in a small tech summit, at which a variety of types of librarians discussed different ways technology is being used in libraries, library schools, and actually, in life.’  As the Swiss Army Librarian noted in his post, at the event we didn’t just talk about technology. The group also talked about a variety of library topics, including customer service and how librarians are using the phrase customer service as a way to justify practices that aren’t actually very customer friendly at all.’  Continue reading