Customer Service

As an employee of a public library, I just have a few thoughts about customer service and where it’s headed these days. Our library has recently invested in a lot of self-service tools, such as computer sign-in, copying, and printing. The goal was to provide more convenience for the public. In order to do so, many policies had to be changed to accommodate these new machines. These policies are not as user friendly as our old ones. So my question is does technology sometimes sacrifice that good, old-fashioned customer service that our public is used to? While I appreciate a lot of the positive aspects of technology, I fear that it can do the opposite of what it’s supposed to do, which is to be convenient!