Libraries have a vital role in promoting personal and community growth by facilitating learning. However, if people who come to the library are seen as customers and treated accordingly, this could compromise the fundamental values of libraries.
The words used by librarians to describe their role in the community and their relationship with their users have a big impact on how the public sees and uses library services. The terms "patron" and "customer" each have their own meanings and implications that shape the library's identity and the benefits it provides. Therefore, it's important to choose the right words to ensure that the library's uniqueness and services are viewed positively by the public.
| Aspect | Patron | Customer |
|---|---|---|
| Connotation | Implies support and patronage. | Suggest a commercial transaction. |
| Associated with the arts and civic engagement. | Linked to consumerism and business models. | |
| Implication for Libraries | Emphasizes the library as a public service and educational institution. | Focuses on service and user satisfaction, similar to a business. |
| It aligns with the traditional values of libraries, like intellectual freedom, privacy, and open access. | It can imply a need to justify public funding through service metrics. | |
| Relationship with Users | Suggests a benefactor or supporter role, indicating a deeper engagement with the library. | Indicates a provider-consumer relationship, potentially more transactional. |
| Community Role | Highlights the social and communal role of libraries. | This could imply a shift towards a more commercialized approach to library services. |
| Perception | Viewed as more traditional and aligned with the historical role of libraries. | This might be seen as modernizing the approach to library services, but it risks commercializing the essence of public libraries. |
