I work in a very small academic library, and although I think it’s true we provide very good, warm, personalized service, I think our patrons are sometimes intimidated anyway. Many of them are adult students who’ve been out of school for a long time and are completely overwhelmed– especially by all of the new technologies they have to learn to nagivate just to GET TO their coursework. I’m sure they are also reluctant to ask questions that can easily be overheard in our little library and risk sounding “stupid” in front of their peers. Luckily, we will be moving into a new, bigger library in a year or so!

First of all – congrats on the new job! I am also delighted that you are continuing to publish your blog. I lovedthis article, esepcially the “3 negative user experience themes” and absolutely agree. (i also agree that this is not such a HUGE factor in small libraries – although my observation has been that the “regulars” in small Libraries often receive much friendlier service than “newbies” or strangers.) Anyway – I have featured your article in my blog at http://www.mentorgrouptraining.com. I feel that the User experience always needs to be considered and this is why pro-active, friendly services (like Roving) are so important for building relationships with Library Users.