Interviews · Keynotes · Leadership · Presentations

Allen County Public Library’s "Conversation Series" Video

I am honored to have been included in Allen County Public Library’s Conversation Series, “a collection of interviews about the future of libraries, technology and the role we play in shaping the libraries of tomorrow.”  Thank you to ACPL’s Sean Robinson and Kay Gregg for inviting me to participate in the series and for creating… Continue reading Allen County Public Library’s "Conversation Series" Video

Customer Experience · Customer Service

The importance of keeping the customer at the center

David Rothman has written* a beautiful, concise “Manifesto of Common Sense Librarianship”.   I’m not much for manifestos, but I dig this one not only for its content, but for the way it actually walks its own talk. It is clear, concise, and written in a simple yet engaging voice. It’s got style AND substance.  For… Continue reading The importance of keeping the customer at the center