Counter action

Alan Hunt’s mailing certainly has generated a lot of activity on the list today. 
Looking at the various contributions they seem to include a number of 
important threads.
•	In our libraries with their multiplicity of users, each with differing 
needs, we must provide services which are flexible enough to optimise the use 
of the library for as many of our users as possible. Not easy because often the 
various needs conflict. One size does not fit all and our response to disability 
legislation will not succeed if that is our response to it.
•	Terminology (Issue Counter; Reception desk etc.) can get in the 
way but  however we label our service points they must be shaped by design 
ideas which provide a resource fitted to function for both staff and users
•	Yes, floorwalking well done has much to offer, but only if the staff 
are there and are responsive to users trying to catch their attention. 
Experience in poor retail outlets shows what we must avoid.
•	Design, as Frances Hendrix notes is the key and how our libraries 
look and how our users move about them is important.
•	 We must make sure that our users, whatever their needs know 
where to go.
•	 Good design isn’t just concerned with the building and furniture but 
also with how it informs and permeates our services, systems, procedures and 
how we train and use our staff.