IST 511 – Day 3

Maybe the top lesson from today for me was that customers don’t want mediated services, they want to do it themselves.

This is not actually new at all to me. I see it at The Bank all the time; how many people do we see when the ATM goes down? (Answer: a lot who seem very confused).

Even working in a library, as a page; we were instructed that we needed to get people to talk to a librarian, because effectively we weren’t getting paid enough to deal with the public (this is what we were told). Sometimes we would say to ask a librarian, and you would see someone look defeated. Kind of a sad, “no, I’ll go find it on my own…” Read more of this post