I heard a lot of answers
- it depends on how the person in front of you looks
- answer the phone ask them to hold, type how can I help you in IM and ask the person standing in front of you how you can help them
- it depends on which you noticed first
- the person in front of you, they took the time and effort to come in
It was that last response I was trying to get them to rethink, sometimes I would point it out and sometimes someone else from the audience would – each of those people took the time and effort to contact you, not just the person standing in front of you.
Each of them did it in away you told them was acceptable when you provided the contact information.
I worked retail for years and this was a standard interview question – there is a person in front of you and the phone is ringing who do you help first? Everyone knows the answer is the person in front of you. Libraries seem to have adopted this attitude. Here is the problem with that – it makes sense for retail, the person in front of you is more likely to buy something. But libraries aren’t in the business of selling things, we’re in the business of providing information or service and each of those people has an equal need.
We don’t answer questions in a different order based on the types of questions asked, helping the Danielle Steel reader after the one looking for Shakespeare. So why are we answering them in a different order based on the form of communication used?
Who would you help first?
- We’re barely treading water, what will keep us from drowning?
- Are other libraries teaching patrons about blogging?
- Libraries Need to Focus on Transliteracy