I’ve been thinking a lot about this topic recently, so I am glad to see this post. I still call it: good customer service. The needs of our constituencies should be the first thing we ask about, problem solve toward and find common ground with, followed by what we might do (tools, technology, etc.) to have questions answered (or facilitate an environment to teach them how to find answers).

My contract is with the students and faculty and staff, enabling them to “get things done” (I always thought this would be a good motto for the library) which boosts confidence, ability, retention, success and as an incidental benefit, is a great marketing tool.

-Lisa