Social and Behavioral Sciences Commons^™

Users 2.0: Technology At Your Service, Darcy C. Del Bosque, Kimberly Chapman

Library Faculty Publications

It is exciting, as practicing librarians, to find a singular voice that stands out as a strong influence on the profession. Anne Grodzins Lipow provided one such voice, inspiring us to evaluate our philosophy of patron service and helping us define our professional values. Lipow’s body of work encompasses many contemporary library issues, involving myriad aspects of customer service. Lipow addressed issues including patron-friendly catalogs and reference service in both traditional face-to-face and newer virtual settings, recognized the importance of training staff as part of continuous improvement in customer service, and emphasized the power of using technology to improve delivery …