Library moving into 21st century

December 5th, 2006

What a piece in the Cincinatti Enquirer yesterday! Pro library, pro customer service, and a well done needs assessment. Yay!

“We’re looking at ways to serve our customers better,” said public relations director Amy Banister.

The changes, which are about a year away, came after a “tremendous amount of research,” Banister said. Public Library of Cincinnati and Hamilton County officials surveyed employees and patrons, studied 12 similar libraries and observed more than 23,000 visitors to the main library to see who they were, where they went in the library and what they were doing there.”

…

“ML/21 streamlines staff – roughly 24 positions will be cut through attrition or reassignment – and puts the customer at the center of what the library does. It’s out with the pinched-face librarian sitting behind a an intimidating oak reference desk and in with roving librarians, who will approach you to help you figure out how much your car is worth or where you can find that book on keeping roaches as pets.”

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