I found this image on Flickr from Robert Dumas on WorldCat's mobile app. I wonder how this instant access to library holdings will affect customer expectations ?
Will customers still be willing to wait (possibly) weeks for their reservations to be satisfied or will they start demanding faster response times ?
If they email a request for information how quickly do they expect a response ?
Does it matter ? Is it a case of user education ? or if we meet their expectations will they find other sources or even just stop asking altogether?
Will customers still be willing to wait (possibly) weeks for their reservations to be satisfied or will they start demanding faster response times ?
If they email a request for information how quickly do they expect a response ?
Does it matter ? Is it a case of user education ? or if we meet their expectations will they find other sources or even just stop asking altogether?
I find that most patrons are prepared to wait for a reservation as long as they are updated/informed about the progress. If it is going to be a long wait, let them know. If the book isn't returned on time, prove to them you are following it up or getting a copy from somewhere else.
ReplyDeleteI don't think technology will change that, but I do think people expect responses to their e-mails within about 24 hrs. Which I don't think is unreasonable. I also love the "ask now" service and the idea of real time enquiries.