WebJunction

It's clear how the accelerated pace that new technologies bring to the marketplace raises customer expectations. People can shop online and track their orders, go global if they can't find it locally, communicate via cell phone anytime anywhere, and get instant information access on the Internet. If you're selling a product, all of this impacts how you compete and deliver.

How many of these factors impact library service? The instant access to Google information is certainly one that's caused a lot of angst in the library world. Do you really feel like you're competing for your patrons with Google? Do you get the "I want it now" expectation more than you used to? What other technologies raise expectations for libraries?

This chapter made me think about the major shift that has been happening with library service over the last few years. Just like Brian and Stan's bike shop, Libraries have had to manage a tremendous amount of change in order to keep up with patron expectations--particularly with services for younger "digital native" patrons. Technologies that allow users to not only find free information, but have it sent directly to them are continuing to raise the bar for what patrons expect from libraries. The way people discover information is much more complex--particularly when giants like Facebook and Twitter not only constantly surface information, but deliver it in the context of your social network and personal interests.

It is encouraging to see libraries respond to these changing expectations by rethinking the library as a physical space and creating a robust presence outside of the library's four walls. Implementing these changes can be seen as breaking tradition with the library services of the past, but also an opportunity for library staff to assert their role in these spaces and demonstrate that we are nimble enough to meet these changing patron expectations.