We’ve been throwing the term “user experience” around, but we haven’t taken a look at exactly who the ‘U’ in UX is.
Posts Tagged ‘customer experience’
The pendulum, it swings. Eight years ago, my charge as a technology librarian was to herd the cats — to introduce new technology and ways of serving the digital patron to an organization that was largely skeptical of change. Cut to now, and I’m … still herding cats. Only, this time, it’s the folks at all levels of the organization who want to incorporate tech into every service they can think of. Sunrise, sunset.
Does that mean we’ve had a complete polar shift in the way technology operates in libraries? Yes, but also no. Maybe we’ll even throw a “maybe” in there for good measure. The pendulum will keep swinging, meaning we’ve got to be ready for shifts in either direction. Sound confusing? Of course it is. There’s a tremendous tension between the wish to provide stability and the urge to forge new ground. In our quest to provide quality service and access to all, it’s no wonder we feel pulled in all directions at once.