When appointed to his new position as knowledge base analyst, Reed Farnsworth already had an idea of where to start his work. As a former trainer and member of the client care and documentation teams - and before that, a math and science teacher - he knows a thing or two about answering questions. 

"As a teacher, you learn that you don't want to explain so clearly that it can be understood. Rather, you want to make information so clear that it cannot be misunderstood. That's what I want with the knowledge base."

Reed works to ensure that when a customer searches the knowledge base, they don't get overwhelmed with too many results, or too few, but find just the answer they need.

Darron has worked with SirsiDynix technical support for 23 years. He remembers the days when the client care team — all six of them — occupied one room. Since then, he has closed more than 20,000 customer support calls, and says that every day he strives to carry on the same tradition of excellent customer care that was instilled in him from day one.

As one of SirsiDynix's first employees, he's developed a first-name basis level of trust with the librarians he serves.

"When you've been around as long as I have, you build that kind of relationship."

Darron works as a reference librarian in his spare time.

Though her official title is senior library relations manager, Pam Arnold thinks of her work as library advocacy. As for her day-to-day responsibilities, it’s all based on the immediate needs of the libraries she serves.

"No two libraries are alike. Each library is an individual, and so their needs are, too."

Perhaps the one exception to this, she says, is that all libraries want to give their users the best service they can give them. This is a goal Pam shares with her libraries. As a result, every day – like every library – is a little different. But Pam wouldn’t have it any other way.

Brian Kaplar of the SirsiDynix® Cloud team describes his interactions with the cloud computing libraries he works with as a relationship, somewhere between colleague and friend.

“The Cloud team has a really hands-on experience with all of our cloud customers because we’re always available to them. We’re like an extension of their staff – they call us on a fi rst-name basis and they know us very personally.”

Because of that investment, both personally and professionally, Brian takes his role in maintaining each SirsiDynix Cloud library’s solution very seriously. With maintenance, upgrades, server requirements and backups out of the way, it makes life a lot easier for the library. And, as a friend, that makes Brian happy.