High Tech, High Touch: Library Customer Service through Technology

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  • Description
  • About the Authors

Ever-expanding technologies are raising the bar, as customers increasingly expect fast, sophisticated solutions and results in their interactions with the library. Drawing on their system of improved customer service available through technology, the authors show how automating traditional library services can decrease staff workloads while improving speed and access for customers. Real-life lessons and visual examples from libraries who have implemented these systems provide a customizable model for your library to achieve the same goals, from offering virtual library cards, to program registration for your patrons online.

High Tech, High Touch illustrates technical solutions that really work, inspired by effective customer service strategies used by businesses. These are unique technology solutions—based on digital libraries, portals, e-mail notifications, and database interfaces to the web—to solve everyday public library problems.

Supported by narrative descriptions and screen shots, this is a springboard for designing customized library systems that address unique local service issues. Library directors, branch managers, and department heads can automate the most tedious library tasks while improving customer service and saving staff time.

Lynn Jurewicz

Lynn Jurewicz is the Director of the Mooresville Public Library in suburban Indianapolis, Indiana. Her experience is in both academic and public libraries. She has authored articles about technology, school-public library cooperation, and director-board relationships for the Indiana Libraries journal, and has presented those topics at PLA and ALA annual conferences. Lynn received her MLS from Kent State University.

Todd Cutler

Todd Cutler is the President and founder of E*vanced Solutions. He spent 14 years as a Product Engineer designing software and electronic devices for automating industrial applications. Since 2000, his focus has shifted to providing automated solutions for various areas within public libraries by utilizing the skills that were developed in the industrial automation market. He has co-presented at the 2002 Public Library Association Conference, 2002 Indiana Library Federation Conference, and 2002 ILF Small and Medium Size Libraries Division Conference on the topic of automating manual tasks within the library. He continues to provide innovative solutions and custom applications for the various manual tasks that libraries perform day to day.