Customer-centric Values

"To stay relevant and be able to compete with Google, Yahoo, and the Web in general, state librarians must adopt a customer-centric values system that measures their successes against customers’ successes, not a static model of ‘good’ librarianship."

In my opinion, a user-friendly model is essential if libraries are to remain relevant and also provide services that users consider valuable. When policies emphasize a user-centered approach to service delivery and libraries offer user-friendly tools for access and retrieval, users will appreciate libraries and the welcoming, helpful librarians that model the best practices for serving users and satisfying users' needs for information in a variety of formats.

The role of the information specialist in helping users is focused on providing comprehensive service. Christopher Edwards (2000) suggests librarians’ traditional contributions of –

* Providing access
* Working in partnership
* Structuring knowledge
* Imparting skills
* Preserving heritage
* and inspiring trust

Based on a user-centered approach to service, "real users in the real world are going to find the librarian's skills in selection and quality assurance invaluable for some years yet.

In this context, imparting information skills might well emerge as our most valuable role. Information illiteracy will be a key threat to prosperity and social inclusion in the knowledge society. Helping our communities to become critical consumers, confident learners and accomplished creators of knowledge will be a crucial task" (Edwards, 2000).

Library information specialists have a "role as intermediaries working on behalf of the consumer. The trust (librarians) have earned doing this will be difficult to retain, as (librarians) get more involved in complex dealings with content providers and in the manipulation of increasingly fragmented information. But if (librarians) can succeed, then the librarian brand will be in world-wide demand" (ibid.).

Edwards, C. (2000). Global knowledge: a challenge for librarians. International Federation of Library Associations and Institutions Retrieved March 5, 2006 from http://www.ifla.org/IV/ifla66/papers/153-154e.htm

The International Federation of Library Associations and Institutions (IFLA) "is the leading international body representing the interests of library and information services and their users. It is the global voice of the library and information profession."

The IFLA is definitely involved in developing public policies related to information service in a global context. Membership in IFLA provides a means of collaborating with user-centered information specialists who are considered with providing all potential users with comprehensive access to diverse information resources, regardless of format.

"The International Federation of Library Associations and Institutions (IFLA) provides information specialists throughout the world with a forum for exchanging ideas and promoting international cooperation, research, and development in all fields of library activity and information service. IFLA is one of the means through which libraries, information centres, and information professionals worldwide can formulate their goals, exert their influence as a group, protect their interests, and find solutions to global problems."

The mission, goals, and objectives of IFLA definitely support my interest in collaborative information provision and service!