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Their forms may be rubbish, but the staff are great!

Staff from Edinburgh City Libraries have been in touch with me, and are investigating what's happened with my missing membership application.

They may have suffered a process fail with the electronic submission procedure, but actually being pro-active and responsive to the issue is a big positive for their customer services. In Mastercard terms:

Form submission not being acknowledged?
Bad.
No membership card appearing after a month?
Annoying.
Wondering what's happened to your personal details on the missing form?
Worrying.
Spotting the issue and contacting the user?
Priceless.

Plus...they're getting e-books! I finally have a good reason to use the public library: it would give me something I want, in a convenient way!

P.S. - the people commenting on that link in the Scotsman are mad.

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