It is exciting, as practicing librarians, to find a singular voice that stands out as a strong influence on the profession. Anne Grodzins Lipow provided one such voice, inspiring us to evaluate our philosophy of patron service and helping us define our professional values. Lipow’s body of work encompasses many contemporary library issues, involving myriad aspects of customer service. Lipow addressed issues including patron-friendly catalogs and reference service in both traditional face-to-face and newer virtual settings, recognized the importance of training staff as part of continuous improvement in customer service, and emphasized the power of using technology to improve delivery of library services. As trends and technologies have evolved, Lipow successfully articulated how those changes could be integrated into the traditional library organization. Her position regarding library issues, including the importance of the “human factor” in reference service, has helped us shape our patron-centered service philosophy. This has impacted the reference service we strive to provide, the issues we advocate for, and the environments in which we work.
Library and Information Science | Science and Technology Studies
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Del Bosque, D. C.,
Users 2.0: Technology at your service. In Roy Tennant,
Technology in libraries: Essays in honor of Anne Grodzins Lipow