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Loving Feedback

Information systems are developed to satisfy people. Oddly, the specialists who are most adept at writing software are amongst the least willing to talk to customers - the kernel of truth inside the stereotype of the "geek." The technically gifted who enjoy interacting with customers are those who soar in their professions. They enjoy trying to solve the problems that customers pose and they are never satisfied with their solutions until the customers have no more feedback.

Libraries are in a people-intensive business. Since libraries want to offer easy access for every potential customer, addressing the wide variety of needs is an ever-morphing challenge. Libraries need to employ or ...

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