[Publib] Brief and possibly muddled meditation on

[Sarah Hartman]

>It will never get to know the patron
>on a first-name basis or ask about his garden, or her grandchildren, or
>whether her mother is home from the hospital yet.

Some patrons really don't want to discuss their personal life with 
us.  Some do, of course, and some will go along with it out of 
politeness, but providing self checkout in addition to a person 
behind a desk is *good* customer service.  I know I prefer to use 
self checkout at the grocery store because I really don't want to get 
into a discussion as to why I buy so much produce (I have pet guinea 
pigs, and even the nicest cashiers sometimes cannot hide their shock 
and dismay).  And I was really disappointed when they took the trial 
self ordering station out of our Culver's, because I never had to 
wait in line when I used it--and when I put in my own order for a 
bacon cheeseburger, I always got a bacon cheeseburger!  I would not 
want to discuss my garden, grandchildren, or sick mother with a librarian.

Let's not assume that a lack of complaints about new, automated 
services is due to lowered expectations.  The more options we 
provide, the better we can serve our patrons.  They don't all want or 
need the same thing.

Sarah Hartman
Adult Services Librarian
Middleton (Wis.) Public Library