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Coming Soon: Kurt Vonnegut Memorial Library

Kurt Vonnegut is one of my favorite authors, and I first read many of his books at a time when my personality and outlook on life were still impressionable as wet cement. His writing style, and both of us being from the Midwest, played a large part in my love of reading and writing.

So I’m happy to hear that the Kurt Vonnegut Memorial Library is opening in his home town of Indianapolis in this Fall.

It is fitting to call it a library, because he was certainly a prolific writer and a great supporter of libraries. However, the description on the website makes it sound more like a museum, community center and art gallery. It’s collection will house many of his letters and works and so will be a research center, and they also plan to publish a literary magazine and sponsor writers workshops.

They have a newsletter and are on Facebook, and all of it makes me really look forward to visiting.

via LISNews

See Also

• Free Access to Ancestry.com’s Military Resources
• New York Times x2
• EBSCO Taking Blogs Seriously
• Reference Question of the Week - 5/4/08
• Information Wants To Be Free

Posted under Library, Random | 1 Comment »

Reference Question of the Week - 8/8/10

I enjoy being a librarian, and working with the public. But it can be challenging, and sometimes you just need to vent.

No matter what people ask me, I make sure the words that come out of my mouth are helpful and positive - however, those aren’t always the first words that spring to mind.

In the anti-spirit of my post from Thursday, here are some answers I have not given to questions patrons have asked me. You’ve heard of FAQs - now here are some ALUs (”answers left unsaid”):

• Patron: The book isn’t on the shelf, on a cart, or behind the desk - where else could it be?
  Answer: In someone else’s home.
• Patron: This computer is loading slowly - should I just sit here and wait?
  Answer: You could stand.
• Patron: All the bathrooms are in use, where else can I go?
  Answer: There are bushes outside.
• [five computers in a row rebooted while a particular patron was using them because she keeps pressing CTRL-ALT-DEL, after I showed her that CTRL-ALT-DEL reboots computers]
  Patron: I’m sure it’s not something I’m doing.
  Answer: Hmm, then maybe they just sense danger.
• Patron: The computer said the book I want is “Checked out.” Does that mean it’s checked out?
  Answer: No, that’s just our way of deterring patrons who aren’t pushy enough.
• Patron: The museum pass I want is already reserved for the day I want to go - can you cancel that person and give it to me?
  Answer: Actually, you don’t need the pass at all - just go to the museum and they’ll let you in free if you tell them the secret code; it’s “I need to plan ahead.”
• [patron on the phone]
  Patron: Can you speak up, why are you speaking so softly?
  Answer: Because I’m in a library.
• Patron: Can I ask you a question?
  Answer: You mean, another one?
• [patron brings in a broken playaway, and I offer to request one from another library or to show him where the book is on the shelf]
  Patron: You think I want to *read* this book?
  Answer: You’re right, that might be asking too much.
• Patron: I love Michael Savage - do you think he’s got just the best website?
  Answer: No, in fact, his site is so bad that one of his fans set up a separate website just to make finding his information easier.
  [note: this is from awhile ago, and apparently thesavagearchive.com is no more. But read the little "About" box on the archived version of that site - it's a polite way of saying a site is annoyingly difficult]

Sigh, I hate speaking ill of people who come into the library and ask for help, but I’m sure we’ve all been there. The good news is that questions like the above are few and far between (but they’ll never be few and far between enough).

See Also

• Reference Question of the Week - 8/22/10
• Reference Question of the Week - 8/15/10
• Reference Question of the Week - 8/1/10
• Reference Question of the Week - 7/18/10
• Reference Question of the Week - 7/11/10

Posted under Library, Random, Reference Question | 9 Comments »

The Patron Whisperer (+ contest)

I’m not sure what got me on this, but all week I’ve been thinking about the language library staff use with patrons, and what we’re able to convey beyond the actual words we use.

I’m sure I learned about this in various customer service workshops in the past, and I’m also sure there’s a name for it, but I can’t remember what it is. It seems to be most relevant when there is a problem or staff has to correct a patron for violating a policy - in those cases, the words we use can go a long way to either help diffuse or inflame the situation. Here are a couple examples of what I’m talking about:

Example 1: A patron asks for help locating a book that the computer says is Checked In, but when the staff person goes to the shelf with the patron, the book isn’t there.

• Staff Response A: “It looks like someone put the book in the wrong place; let’s go back to the desk and request it from another library.”
• Staff Response B: “It should be right here, but is definitely missing; let’s go back to the desk and request it from another library.”

Example 2: A patron walks by the desk eating a hamburger, which violates the library’s no-food policy.

• Staff Response A: “They don’t allow food in the library, you’ll have to throw that away.”
• Staff Response B: “Could you please finish your meal outside before you come into the library?”

Example 3: The computer a patron is using is extremely slow.

• Staff Response A: “Yeah, these computers are really old, so you’ll just have to wait.”
• Staff Response B: “I’m not sure what the problem is, but you’re welcome to move to a different computer or I can reboot this one for you.”

Alright, these aren’t great examples, but here’s my point: in all the Response A’s, the patron is getting the message that someone is to blame, whereas the Response B’s provide the patron with a solution without any passive-aggressiveness.

This is probably a major sociological interpersonal communication issue - whether it’s better to give someone a neutral third-party “they” to focus their displeasure upon, or to dissipate the anger by working on a solution rather than assigning blame. I suppose it varies depending on the level of emotion involved, but I personally prefer the Response B approach, because it addresses the cause of the problem, rather than symptoms.

Let’s have a contest!
Since I can’t remember what this type of phrasing is called, I can’t look up examples or tips on implementing it. So I was hoping that other library staff could suggest some common patron interactions, and some good wording to handle the situations.

I posted this as a question on Unshelved Answers, and whichever answer there gets the most votes over there will win a copy of The Librarian’s Book of Lists, by George M. Eberhart. It’s an interesting book, and not just because it includes my list of 10 Patron Pet Peeves.

Even if you’re not interested in the contest, please do post any wording suggestions you have - I’m really interested in the subtleties of language (like the difference between “yes, but…” and “yes, and…”), and this is something that can be practically useful to a lot of people. Thanks.

Update 8/20/10: Congratulations to Jeff from Gather No Dust - his suggestion got the most votes, so he wins the book. Thanks to everyone, and be sure to check out the suggestions at Unshelved Answers.

See Also

• Reference Question of the Week - 5/9/10
• Shopping for a Library
• The Language of Service
• Reference Question of the Week - 10/11/09
• Library policy about personal blogging

Posted under Library, Service | 7 Comments »

Bookcrossing Unconvention 2010

I have been using the website Bookcrossing for awhile, and really like the idea (their slogan “make the world a library” is pretty rad, too). So I was sad to find out they’re having an unconvention in Boston on a weekend that I work.

In case you’re interested, here are the details:

Bookcrossing North America Unconvention, Boston, August 13-15, 2010

Every year, the official anniversary convention attracts Bookcrossers from all over the world. In 2010, this official anniversary convention took place in Amsterdam.

But for bookcrossers who want to stay closer to home, and for some especially enthusiastic bookcrossers who may want to attend more than just one convention, the Unconvention was invented.

The Unconvention is a more casual gathering, with an emphasis on socializing with fellow bookcrossers. So come to Boston from the 13th to the 15th of August 2010 for some great bookish fun.

We have a great place lined up for our Boston UnConvention. We’ve arranged with Hostelling International Boston to stay at their Commonwealth Avenue location in Kenmore Square, which will serve as the centre for all Unconvention activities.

We’d be glad to see you there. Come share your enthusiasm for traveling books, promoting literacy, and the fun of random finds with other Bookcrossers, and enjoy activities that are planned for the Unconvention.

Optional Preconvention Activities
Friday, August 13, 10 a.m. to 4 p.m.
Preconvention: Salem Tour
Preconvention: Independent Bookstores Tour

Icebreaker Activities
Friday, August 13, 4 p.m. to 6 p.m.
Book-themed icebreaker game
Yankee-themed yankee swap

Friday Evening
Friday, August 13, 7 p.m. to 9 p.m.
Informal dinner and mingling

UnConvention Program
Saturday, August 14, 9:30 a.m. to 12 p.m
Welcome from Boston Bookcrossers
Brunonia Barry - Author of “The Lace Reader”
News from Support – What’s happening at Bookcrossing?
Bookcrosser Badgerjim - A few words from BC in DC re: 2011 10 Year Anniversary Convention
Wrap-up by Boston Bookcrossers

Saturday Lunch
Saturday, August 14, 12 p.m. to 1 p.m.

Saturday, August 14, 1 p.m. to 4 p.m.
Freedom Trail Release Walk
Visit the Boston Public Library

Saturday, August 14, 4 p.m. to 10 p.m.
UnConvention Dinner at Fajitas ‘N’ Ritas
Commonwealth Shakespeare Company Presents: Othello

Sunday, August 15, 10 a.m. to 12 p.m.
Farewell Brunch, reverse scavenger hunt prizes. Raffle

For more about the Unconvention, and for Registration Information: http://www.uncon2010boston.com/home/

Registration Fee: $55
includes Friday evening food, Saturday morning catered breakfast, Saturday lunch, and Saturday snacks.

Friday pre-convention activities and the cocktail party: $30
Friday cocktail party: $20
Saturday events: $32

Find out more about the Boston Bookcrossing’s Meetup group: http://www.meetup.com/bookcrossing-195/ Feel free to drop in at any scheduled Meeting of the group, and enjoy the company of bookcrossers!

And in somewhat related news, be sure to also check out this year’s PodCamp Boston, September 25-26, 2010.

See Also

• Books, Coming and Going
• If You Love Something…
• Kate Spade Book Bags
• Book Term Poll: Hardback, Hardcover or Hardbound?
• Ebooks and Resources

Posted under Conferences, Library | No Comments »

Reference Question of the Week - 8/1/10

It’s been a busy week - lots of people on vacation, so we’re both short-staffed and busier than usual - and often I’ve been rushing from one patron to the next without much of a break in between. However, this patron’s question stopped me short:

Patron: Can you show me where to put my UTI?

I was almost convinced she couldn’t possibly mean a “urinary tract infection,” but she immediately turned around and walked off toward the public computers - curiosity (and customer service) got the better of me, so I followed her over.

When we got back to her computer, she pointed at the screen and said,

See, there’s no place for me to type in my web address UTI.

Okay - she meant URL (thank goodness). It’s an easy fix to turn back on the Navigation Toolbar in Firefox:

While doing that, I said something like, “there, now you can type your URL in the box.” When she heard me say “URL,” she replied,

Oh, that’s it, URL. I knew what I said didn’t sound right.

No, it did not.

See Also

• Reference Question of the Week - 1/3/10
• Reference Question of the Week - 1/4/09
• Using Firefox On Our Public Computers
• Reference Question of the Week - 8/22/10
• Reference Question of the Week - 8/15/10

Posted under Library, Reference Question, Technology | 2 Comments »