Great post Kate. Good to keep our “beginner’s mind” close to hand. For me it’s not hard – I have beginner’s moments almost every day! I always remember how incredibly confused I was in my college library until a librarian showed me the ropes and opened my world. And how I wanted to scream the first time I had to use a mouse. Experiences that are ‘beginners mind’ touchstones for me.
Another quote from Bezos in that NYT article struck me: “We are not great advertisers. So we start with customers, figure out what they want, and figure out how to get it to them.” Sounds like libraries to me, or hopefully what we strive to be.
Oh, and thanks for the reminder not to dwell on the pigeon poop. Time to toss out my sunhat and let the poop fall where it may… ??
Maybe Bezos was secretly a librarian before being a gazillionaire? He sure sounds like he has our number!
I remember that college librarian, too! And the first time I saw Yahoo, when it had a fraction of the content and no ads. Can you imagine encountering the Internet for the first time now?
There’s some sort of scatological meme to be had here, but I’m not sure I want to start it!
Your readers might want to try http://www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.
It is free and easy to use.
First, thanks for submitting my post on info lit to the Carnival .
Second, Great post! Coincidentally, I’ve been drafting a similar post on the value of beginner mind. Is it kind of a New Year vibe (new beginnings, fresh starts, etc.), or just a simple case of great minds thinking alike?
If I get it in gear and finish my post I’ll leave a trackback. All the best,
Thanks for writing your info lit post, Pete!
I think the New Year vibe helps. I find that transitions (like, say, a new job) remind me how it feels to be walking in the door with fresh eyes.
Can’t wait for your post!
[...] folks to step back and look at how they’re running their libraries. Are we creating policies only with our most difficult users in mind? Are we forcing our patrons to jump through our hoops without considering their perspective? Are we [...]
[...] written here before about listening to “difficult” users and trying not to hoard pigeon poop. Plenty of our patrons still walk through our doors expecting buns, shushing and hostility. People [...]
[...] Libraries, new employees |  Comments Kate Sheehan had a wonderful post a week or so ago, Customer Service Mind, Beginner Mind, in which she writes about the value of looking at things with a fresh eye. It reminded me that [...]
[...] new employees |  Comments Kate Sheehan had a wonderful post a week or so ago, Customer Service Mind, Beginner Mind, in which she writes about the value of looking at things with a fresh eye. It reminded me that [...]