The Next Generation Customer Communication Platform "In the not-too-distant future, we will begin seeing unified customer support platforms that allow companies and their customers to communicate seamlessly via the Web, telephone, and wireless devices. In this article, we will learn how two evolutionary trends are creating a new generation of unified customer communication platforms. The lines between a phone customer and a Web customer are going to blur." [at VoiceXML Planet, via WebDeveloper.com]
This illustrates my theory that in the future, libraries will have a version of the "Wal-Mart greeter" handling incoming communications, whether via email, Instant Messaging (IM), SMS, or telephone. And for a long time, that intermediary will be a human being. Most libraries have moved to automated answering systems for incoming phone calls, but that doesn't work well in the world of electronic communications (except maybe for an email autoresponder acknowledging we got your message and will respond).
We have to shift in order to communicate with our patrons in their world, not ours. We can no longer sit behind a desk waiting for a phone call.
8:56:06 AM 
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