West librarian email update

Information Overlord kindly pointed me towards Wests reply to the staggeringly badly thought out “Librarian name” marketing email.

Wisely, they’ve put their hands up and confessed to being *rses, and apologised. A good response, but why did a massive (I believe, I’m not overinformed on the US legal information suppliers marekt) company whose focus is on supplying information to legal and information professionals, ever think that it would be ok to insult the best informed sector of their users?
And who authorised that email going out? Did they look at it and go “Yup, that’s just the tone we want to set!”
Apparently, it “won’t happen again”. I’m just surprised that it happened at all.

How to insult your users

Well, West (the American parent of our UK Westlaw) seem just about ready to start giving classes in “simultaneously patronising and insulting some of your core users”.

Sarah Glassmeyer posted this screenshot to Twitpic of a West email to its users.
Shall I explain why I find this to be hugely insulting? Well…. do West understand who the biggest users / on site trainers / troubleshooters / BUYERS of its products are? Have they ever actually met a librarian, or do they still think all librarians wear half-moon glasses / twinsets / pearls / sensible shoes / their hair in buns? I suppose we should be grateful they didn’t throw in a clipart library matron, or something about keeping te noise down too. And do they really think it’s a good idea to imply that knowing a colleagues name in another department, who’s there to do expert research work to save that fee earner valuable time, is beneath the dignity of a fee earner?
Sigh.
*Written by the librarian who has short hair, no glasses, no pearls, twinsets or other librarian clothing, and who has never told anyone to shhhh in her life. And whose colleagues DO know her first name, cos, y’know, I’m a real person, and it’s my job to do the research work*