As tempting as it would be to make the entire body of the post only two words (“see title”) or just the graphic, I reckon there would be a call for further explanation as to what I meant by the title. And here is what I mean: excellent customer service is not advocacy for the library. I’m writing this post because I believe that there is a certain level of complacency and a false comfort in the idea that by simply providing good customer service people will take action on behalf of the library.
This is simply not so.
The terms “advocacy” and “customer service” are not synonyms nor share the same definition nor are interchangeable. Libraries will not remain open because the staff in the library were nice or friendly to their patrons. No decision maker will be swayed by such proclamations of good care by staff. What is required is the ability of the patron to demonstrate the value of the library to them. Customer service is just the fancy frame that encompasses the importance that the library holds in the life of the patron.
While providing good customer service will certainly assist in making people more receptive to being asked to take action (which is what advocacy is), by itself it is not advocacy for the library. It’s dangerous for the future of the library to confuse these two actions; customer service does not lead to effective patron action. In providing the patron with an excellent customer experience, that creates the opportunity to let them know how they can help the library maintain its funding, keep staff members and hours, and (in some cases) keep their doors open. Customer service is important as an avenue for the advocacy that is required to illustrate the value of the public service institution.
In case people need a reminder, I made a graph. Enjoy and use liberally.