 |
 |
You're deliberately misrepresenting what I said. Of course you don't refer to library users as "citizens engaging in accessing a collective service paid for by taxation" - don't be absurd. That is, however, what they are. They're not consumers. Congratulations on your issue figures, I'm actually a great admirer of the work you're doing in West Dunbartonshire. Your new website is excellent. But your lack of will in researching the words you use to refer to the people who use your service, does you a disservice. Bob Usherwood has an excellent book on from 1996 called "Rediscovering Public Library Management" it if you care to pick it up. These are actually fundamental issues, that have directly led to service dumbing down. -----Original Message----- From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Richard Aird Sent: 26 August 2010 12:48 To: [log in to unmask] Subject: Re: Hands off our libraries! I don't equate the two, but would be happy to use either depending on the preference of the people we're serving. Either way, relating to our public in plain English on their level is important, and the language you suggested just isn't suitable. I'm afraid I don't have time to research the origins of the words as we have services to manage and provide. On that note, our 'plain English' approach has done us no harm - statistics are virtually all on the up: Visits up 4.75% over 12 months Request up 125% over 24 months Issues up 9.15% over 24 months Active borrowers up 6.4% over 12 months I would imagine treating our customers as "citizens engaging in accessing a collective service paid for by taxation" would have alienated quite a few, and our stats would drop accordingly. Regards, Richard. -----Original Message----- From: David McMenemy [mailto:[log in to unmask]] Sent: 26 August 2010 12:32 To: Richard Aird; [log in to unmask] Subject: RE: Hands off our libraries! It's not plain English, do the research as to its origins and adoption over the past 30 years. And if you equate customer and member as the same thing, you clearly can't or don't want to see the issue. -----Original Message----- From: Richard Aird [mailto:[log in to unmask]] Sent: 26 August 2010 12:29 To: 'David McMenemy'; [log in to unmask] Subject: RE: Hands off our libraries! David, Ask any library member visiting their local library how they should be referred to or considered as, and I'm absolutely certain that not one would reply "a citizen engaging in accessing a collective service paid for by taxation" - I think the overwhelming majority would reply "customer" or "member". This isn't management speak, political vision or a professional issue - it's plain English. Too often, managers, politicians and academics prescribe what language to use, when we should be using the language of our customers. Customers who can of course choose to take their custom elsewhere - Amazon, LoveFilm, Asda, etc. Regards, Richard. -----Original Message----- From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of David McMenemy Sent: 26 August 2010 12:24 To: [log in to unmask] Subject: Re: Hands off our libraries! With respect to you, Linda, this kind of language is all part of the problem. Offers? Competition? Business models? Customers? 30 years of this newspeak has almost killed any semblance of a public service ethos. Public libraries are services provided to citizens by public servants on behalf of local authorities. The people who use them are NOT customers, they are citizens engaging in accessing a collective service paid for by taxation. For too long public librarians have adopted the language of the private sector for political expediency, and look where it's got us? If there's to be a future for public libraries it should be based on a professional vision, not a political one. For too long the language of managerialism has polluted the discourse, and it's delivered a service that has dumbed down to the extent that its whole future is now under question. It's time the profession got its courage back and remembered what it actually stands for. The information contained in this message is confidential and is intended for the addressee only. If you have received this message in error or there are any problems please notify the originator immediately at - [log in to unmask] The unauthorised use, disclosure, copying or alteration of this message is strictly forbidden. West Dunbartonshire Council will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any virus being passed on. Unless expressly stated to the contrary, this email and its contents shall not have any contractually binding effect on West Dunbartonshire Council or its clients and any writings which are or could form the basis of any agreement are subject to contract. The information contained in this message is confidential and is intended for the addressee only. If you have received this message in error or there are any problems please notify the originator immediately at - [log in to unmask] The unauthorised use, disclosure, copying or alteration of this message is strictly forbidden. West Dunbartonshire Council will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any virus being passed on. Unless expressly stated to the contrary, this email and its contents shall not have any contractually binding effect on West Dunbartonshire Council or its clients and any writings which are or could form the basis of any agreement are subject to contract.