Susan Courtland

eRebel with a Cause: My Journey from Student Library Technician to eServices Specialist


It certainly is a devil of a time in libraries! Over the last three decades the rapid advancement of Internet Communication Technologies (ICT) have radically transformed the way we live, work, play, communicate, think and learn. These changes have impacted greatly on libraries, threatening the traditional concept of the library. Libraries face a myriad of challenges in an ongoing quest to meet the incessantly changing learning and social needs of their communities.

In order to remain relevant in today’s fast-paced, information driven world of which people are time-poor and source instant gratification, library and information services need to engage library users in both physical and online spaces. How do we ‘wow’ customers and attract new clients?

In a library career spanning 15 years, passion, dedication and enthusiasm have been my key to achievement and success. My passion for my work and libraries has taken me on an incredible professional journey. This paper shares that journey – the highlights, the challenges and those serendipity moments.

It may be a devil of a time in libraries, however, it is professional passion that drives results in engaging library users, connecting communities and making a difference. Passionate library staff and engaged users is a win-win situation for 21st century libraries.


Susan is the eServices Specialist for the Shire of Kalamunda Library Service. Having previously worked in the school library sector for 13 years, Susan is enjoying the challenge of public libraries and eServices. Susan was the 2011 ALIA LibTech Conference Convenor, and in 2013, was awarded the ALIA Library Technician of the Year.





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