"Patron" or "Customer"? Consultant Makes the Case for "Member" - LJ Insider

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Norman Oder

"Patron" or "Customer"? Consultant Makes the Case for "Member"
June 29, 2008

So, are the people who use libraries "patrons" or "customers" or, for that matter, "users"? Consultant Joan Frye Williams, speaking yesterday at an American Library Association (ALA) Annual Conference session in Anaheim, said there's a better option. "I did the obvious thing; I talked to a bunch of civilians," she reported at a breakout session on the future of libraries sponsored by the ALA Washington Office."I didn’t give them a false choice, I said, if I needed a word to respectfully describe [library users], what should that word be?"

The answer she got was "members." There were audible "hmms" from the audience. Williams continued: "You get the card, the privilege, With that word, you get community. Our words are transaction words. They understand they are in relation to us.."

And, she added, "The opposite of a member is not 'non-member,' it’s 'guest.' Write it down."

See Helene Blowers' blog from January for some discussion about the appropriate term; she likes the word "community" but suggests there really isn't a good singular form of the word. One commenter did suggest "member" but not everyone agreed. And here's a podcast from Williams and George Needham on the subject.

(Check the LJ 2008 ALA Annual Conference page for more live coverage.)

Posted by Norman Oder on June 29, 2008 | Comments (4)

Industries: Public Services

June 30, 2008
In response to: "Patron" or "Customer"? Consultant Makes the Case for "Member"
Charlie Brenner commented:

I regularly use the word "reader" . These days its a term of honor. In universities of old it was an honored term too. I'm gonna try out "member" around here & c what reactions I get.

July 2, 2008
In response to: "Patron" or "Customer"? Consultant Makes the Case for "Member"
Bill Miller commented:

I prefer "people" or "user."

July 8, 2008
In response to: "Patron" or "Customer"? Consultant Makes the Case for "Member"
Sue Kamm commented:

We're professionals. Professionals have clients.

July 22, 2008
In response to: "Patron" or "Customer"? Consultant Makes the Case for "Member"
Eric Schwarz commented:

I like "member," too. We just have to keep in mind that "member" and "guest" have different meanings, and in some libraries refer to different populations. Members might be contributors (though they're often called Friends), and guests might be non-residents who qualify for library cards. "Member" is fine as long as it doesn't cause confusion among groups that have different access levels: -- Card holders / card members -- Taxpayer or constituent supporters -- Guests who aren't taxpayers or constituents In some libraries, only cardholders and/or constituents may participate in some events or reserve meeting space (or they get preference). We could in this case, use the suggested "member" and "guest."