Customer Service, Information Professionals, and Library 2.0

摘要

There is nothing more disconcerting than walking into your office first thing in the morning and discovering that your Internet connection has vanished. This happened to me the other day, and, I confess, I felt a moment of panic. I don't even like being without access to the Web and e-mail when I travel, although I expect it and have had more than my share of fascinating discussions with tech people while sitting in hotel rooms waiting for them to tell me why, even when I follow the directions to the letter, I can't get my laptop to connect. Although it frustrates me to have these conversations (I'd prefer to just have the equipment work as advertised), I am always surprised by the geographic diversity of the teams assigned to fix problems. Last year, when I was in London, England, the technician on the phone was in Alberta, Canada—and it was 3 a.m. his time!