For Thing #15 I read these articlesand found myself thinking about the most important element of my job as a librarian.  It’s an element I received no formal education on as part of my MLIS degree.   It’s an element I don’t get an generalized training in from my employer.  It’s an element that’s often overlooked in writings about library work.  It is customer service. 

Micheal Stephens writes about how Librarian 2.0 must always work in beta mode.  I think that’s a great point in terms of how librarians should be learning and implementing new 2.0 strategies for library services.  I’ve sensed a lot of hesitancy from non-tech-savvy people to embrace this idea, but really, when you think about it, basic customer service is like one big beta test.  Interacting with people is always about trial and error.  Some tactics work with one person but not another; one approach to helping a customer might work at a quiet reference desk at 9:40 am, but might not at 6:30 pm when it’s crowded and beyond bustling; getting comfortable with regular patrons allows increased comfort and teaches lessons to be remembered later with new customers.  Really, working with 2.0 technologies and strategies isn’t any different.  Anyone who’s worked in customer service should be a natural for embracing a beta mindset.

 I was also taken with Rick Anderson’s points about educating our customer base.  Working in Lakewood, I still do encounter the digital divide.  Closing that gap one person at a time is one of the most rewarding and fulfilling part of my job.  While Anderson is right that we’re losing the monopoly on the information landscape, we have one truly excellent asset: us.  Librarians.  People devoted to bibliographic and computer literacy.  More and more our customers are being required to learn computer skills.  Embracing the role we can play in helping them is a key approach to advertising how essential the library can be, even if it means expanding our roles and day-to-day jobs.