Stepping Out of the Library | Walking Paper - 0 views
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Jennifer Parsons on 10 Jan 13Aaron Schmidt recommends occasionally taking a break from "deep thinking about your library" and go on a Service Safari to other places that offer customer service. He recommends a series of questions to ask yourself about your experience as a customer. This in turn can help libraries with evaluating their own services. Other techniques for customer service self-evaluation in this article include: Make a Map: Block out paths created by library users to your services. Think Like a Child (a.k.a."5 Whys"): Figuring out root causes of problems by taking a single statement of a problem and asking "why" five times; an example is given.