My university recently started single-stream recycling. I think this is a brilliant thing for users–what it means is that you can put mixed recyclables in the same bin. This means no more separating paper from plastic or soda cans from juice boxes.
Well, what if libraries could do all of our problem-solving in a single-stream? The user puts their problem in the bin, and then tada, we solve the problem. It is up to the ticket administrators to sort out exactly who can solve the user’s question.
It is not up to the user to find where on our website to get help to answer a particular issue.
Now, I have been thinking about this for a while, and the IT ticketing system at my university is available; we just have to customize it to be used by the library for customer service issues. I think we are going to try it this summer.
And, for those green folks that thought out single-stream recycling…brilliant! Thanks alot!