Helene Blowers posted a excellent revival of the “patron vs. customer” discussion on her LibraryBytes blog this week. She argued that both terms relate to an outdated “us and them” model of library service and she asks for a new term to fit the “us and us” culture we all want. I’ve never heard the debate put quite that way. (Leave it to Helene to get to the heart of an issue!) Her brief analysis got many people thinking and her readers’ comments were wonderful. Here are my two cents worth:
Thank you for “thinking about things too much”, Helene!” I’ve never liked customer but agree with you about the baggage even patron carries.
Suppose we use the term participant. It expresses the “us and us” concept but lacks the subordination of one “us” compared to the other. Isn’t participation the goal of a modern library? We strive to enrich our communities and welcome all participants — us and us alike.