Computer Says “No”

May 15, 2006

In a posting entitled, An idea worth stealing, Stephen's Lighthouse brings to our attention an interesting practice by the Westerville Public Library: Librarians keep a log of instances in which they say "no" to their patrons.  Reviews of this log help them "find service gaps, bad policies, etc.," and can "help them to focus on those events where the customer experience might be perceived as negative."

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