We in the library sector can always learn from other sectors, including banking. Banks have always needed to balance transactional and consulting services – just like libraries. And banks were early out of the gate in bringing in self-serve; at one point their pendulum had swung too far as they attempted to move everything to high-tech from high-touch. During the last couple of years they have been returning to a higher number of service associates “behind the counters”, plus a service point at which someone greets you and ensures you are headed in the right direction. Now the Royal Bank of Canada (RBC) has introduced its WaterPark Place store in Toronto with great fanfare. Libraries need to have a look at the branch service model and layout, and see what we can learn, adopt or avoid. Have a look at this video, and at the Toronto Star story on Dec 15, 2014: “Forget the bank. Welcome to the store.”

Post by RBC.