Change in the library: the viewpoint of a columnist

Purpose The purpose of this study is to reflect on the author’s decade as a columnist for New Library World and Information and Learning Science. Design/methodology/approach This paper provides literature review and commentary on this topic that has been addressed by professionals, researchers and practitioners. Findings When a patron approaches a librarian with a question, and the resources are discovered that can aid and support that patron in finding a solution to his or her dilemma, the stock of the librarian rises, reminding the public that with all the changes around the profession since the advent of the internet, the human touch, that face-to-face interaction and personal communication skill, still remains a significant instrument in the librarian’s customer services toolkit. Originality/value The value in exploring this topic is for others to acknowledge that which has been gained over time by an experienced library colleague.