Our local library has installed new high spec technology that lets you take a book out and return it without having to ask any staff.
You put your bar-coded library card under the scanner, the machine notes your details and presents you with some menu options. All very 21st century but all so very dull…
The people element of a library has been taken out of the equation.No more banter about how good the book was, no more interaction, a crying shame. The only time that the staff are engaged is when you need to ask a question, have you got the latest by Fruity Metcalf? How do I find out about? How does that bl***y machine work.
Staff are still there so why bother imposing technology on a town that was never asked if it wanted it? Have all libraries gone 21st century?
Why take people out of the one transaction where customer service and interaction are the key elements of the customer experience?
Gone is that lovely sound of the date stamp followed by the gentle thud of the front cover closing…
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