Tuesday, June 29, 2004

Adding Insult to Injury

Harvard Business School's Shoshana Zuboff unveils her recent affliction with "commercial transaction post-traumatic stress disorder (CPTSD)" at the airport. Too often, what Zuboff terms "transaction crises" also occur in the library. Her taxonomy: transaction starvation, transaction inflation, product tyranny, and relationship mimicry. If you can't see your library in one of these, you either aren't looking very hard or have a first class customer service operation. (Odds are, it's the former). You'll enjoy this article. And maybe wince with recognition.

Small Insults, Heavy Toll, by Shoshana Zuboff. Fast Company, Issue 84, July 2004, p. 84.