Episode 38 (Feb 2025): Stop Calling Them Customers!!

02/02/25 • 63 min

Library & information science for decades has focused on the “user” perspective in systems and services. This includes HCI (human-computer interaction), interfaces, features in search and catalog systems, and ways of improving services (e.g., online/chat reference, maker spaces, events). We provide systems, resources, and services and users use them. Furthermore, "users (or customers) know best," so we should develop and improve systems primarily through user feedback.
But maybe it’s time to move on from piecemeal innovations or improvements for customers, and consider people as whole persons and their places in "community." A customer orientation implies short-term interactions while people in communities are there for the long haul. In this episode, the Libraries Lead team considers this alternative approach and discusses what this might look like for all types of libraries as well as the major information and social media systems used extensively today.

Previous Episode

Episode 37 (Jan 2024): Show Me the $$

In the beginning ... of our dot com digital age (roughly from the late 1970s) ... there was a expectation that information and computer technology (ICT) would be a boon to society. Technology could be liberating rather than oppressing. The hope was that new products and services (e.g., personal computers, the Internet, the WWW, search engines, smart phones, social media) would lead to a more equitable, open, and free society. Sadly, that didn’t happen. Instead, the pervasive goal in ICT became monetization—to make a buck and to maximize profits as much and as quickly as possible.

In this episode we’re not going to argue whether this is good or bad thing. We accept that the dominant characteristic in ICT was and still is the drive for commercial triumph. And with an information economy estimated to be around $5.5 trillion today (and growing), there is success beyond anyone’s wildest dreams.

Instead, we want to examine the implications of all this profit-seeking in the information sector. We’ve become aware of a disturbing trend: the decline of the quality in online products and services over time. This phenomenon is described in a Wikipedia entry as “Enshittification” where vendors and entrepreneurs initially “create high-quality offerings to attract users, then they degrade those offerings to better serve business customers, and finally degrade their services to users and business customers to maximize profits for shareholders.”

How big of a concern is enshittification in relation to the nature and quality of information resources and services in the commercial and public sectors? And of course, do we see this trend in the library world as well?

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DeepSeek AI Watch Feb 2025 Episode 38 bonus

From the Libraries Lead Podcast - February 2025, AI Watch Segment.
In this 12 minute video, Dave Lankes explains why DeepSeek is such a big deal. Then, he blows our minds by demonstrating how DeepSeek works and maybe even ... thinks(?) because DeepSeek includes its "chain of thought reasoning and prompting" as it answers questions. Take a look and listen for "under-the-hood" insights into DeepSeek and other AIs.

Audio only is available here.

For the full video of this bonus episode, please go to - https://librarieslead.libraryjournal.com/2025/02/02/ai-watch-feb-2025-deepseek/