Archives for Reference Question:
February 28th, 2015 Brian Herzog
A senior citizen patron came in for a one-on-one session, and had a couple things he wanted help with. I took one the library's laptops and went into a study room with the patron - so far so good.
His first question was replying to an ad on Craigslist. This was fairly straightforward, although I don't know that the patron entirely understood the process. But that's fine - we can go through it again next time, so we moved on to his second request.
He said a friend of his in Florida suggested he go to Blackbeard's Resort, but he didn't know anything about it so he wanted to learn more. Okay, I type google.com into the browser's address bar and hit Enter - and nothing happens.
Google doesn't load, which is unusual. So I try Yahoo.com, but that likewise doesn't load. So I figure this laptop has lost the wi-fi connection, so I try to reconnect. Again, that doesn't work.
Now, this whole process is taking me a few minutes. While I'm messing around, the patron has been talking, and I am just absorbing this all without comment:
Yeah, my friend said this was a good place. He likes that sort of thing. I asked my travel agent about it, and he said I shouldn't go. It's apparently cash only, do you think that's why he didn't like it? What do you think? My friend's a bit odd, and this is his kind of place. He said it's for swingers, whatever that is.
At this point, I have to leave the room. Partly because the wi-fi seems down completely, and partly because... swingers? I don't think I could have responded to that with a straight face.
So I go to the Reference Desk, and it turns out our entire internet connection was down - wi-fi, public workstations, and staff computers. Our IT person is working on it, and it doesn't seem like it'll be back up any time soon.
I go back to the study room to let the patron know we're kind of out of luck as far as his one-on-one session goes, but that we can reschedule for another time. He takes it in stride, reschedules, and leaves without further comment. I feel bad about our network going down, but at least it gives me a bit of time to strategize how to respond before our next appointment.
And for what it's worth, Blackbeards Adult Resort does indeed take credit cards - but they have a 20% surcharge on credit cards so they recommend using cash for all of their services. Their slogan is One visit and you will be "Hooked" - bravo for the triple entendre. Also bravo to them for including the library on their "fun community" map - maybe ALA should plan a conference here.
Tags: access, appointment, blackbeards adult resort, help, internet, libraries, Library, network, one-on-one, public, Reference Question, swingers
February 21st, 2015 Brian Herzog
This question just happened this morning, and my coworker asked me about it before she gave the patron an answer.
Perhaps you've heard that New England is getting an unusually large amount of snow this year? This patron called in and said that her driveway had been clear, but some plow truck went by and now a large pile of snow was blocking both her driveway and mailbox. She was out at the time, and by the time she got home it was frozen and she couldn't pull into her driveway.
My coworker said she sounded like an older woman, and apparently her husband normally clears the driveway, but he's away this weekend. So, she left her car on the extra-narrow-because-of-the-snow street, climb over the pile, got into her house, and called us. My coworker took down her phone number and asked me what we could do for her.
I'm always happy when people think to call the library, but some of the things people call us about surprises me.
In this case, I think the best we could do was:
- Give her the non-emergency phone number for the Police Department, to let them know her car was on the street. Hopefully this would prevent any kind of ticket, and perhaps the Police had additional ways to help her
- Give her the number for the Highway Department, who is responsible for clearing the streets. They don't have office hours on the weekends, but if she needed to complain about street snow being pushed where it shouldn't be, they are the people to notify
Unfortunately, I don't think there's much else to do. Notifying the Police should help, but I don't think the Town is going to make a special trip to clear her driveway. Being blocked in by the plow is just part of winter, but perhaps her situation was particularly unnecessary.
I've noticed quite a few impromptu "call us to shovel" signs nailed to utility poles around Town, so between those and the kindness of neighbors, hopefully she can get her driveway clear again - until the next storm hits, anyway.
Tags: 2015, driveway, frozen, ice, libraries, Library, new england, plow, public, shovel, snow, winter
January 25th, 2015 Brian Herzog
I hate coming across as cynical and patron-deprecating on this blog, but I could not resist reposting this comic. I'm sure everyone who has worked at a reference desk has gone through this same thought process - for me, it was almost a GOOMHR moment and sums up much of the reference help I've given this week:
I can even forgive the scroll wheel thing, but typing the URL into a search box and clicking "Search" instead of using the Enter key cracked me up.
January 17th, 2015 Brian Herzog
I know this is going to make me sound petty, but this happened on a bad day and it made me just shake my head. A patron came up to the desk and said,
I'm looking for a book that lists all the medical tests on one page. I got it from here before, or maybe the Lowell Library, but I don't remember what it was or what it looked like. But it listed all the medical tests on one page so you could read about them, and if you just type in "medical tests" I'm sure it'll come up. Do you know what book I'm talking about? But it might be at the Lowell Library.
I didn't know the book, and for whatever reason I thought a better strategy would be to search on "medical procedure" so I did that. And sure enough, the very promising The Gale encyclopedia of surgery and medical tests : a guide for patients and caregivers came up (which does indeed also come up when searching for medical tests).
I got the call number and took the patron over to the shelf, and when we saw it was a four-volume set, he immediate said it wasn't the right book.
Which surprised me since he said he couldn't remember what it looked like, and only really remembered the inside of the book - so to disqualify this one without even looking at the inside made me think the chance of satisfying this patron was very low.
We talked a bit more in the stacks, and I learned he was actually looking for information on a specific procedure he was considering. I suggested one of the four volumes might help with that anyway, even if it wasn't the book he remembered. Reluctantly, he was willing to flip through it while I went back to the desk to keep searching.
I tried a couple different searches and found a few books that might possibly have information on medical tests, and I was making a list of call numbers to check before walking back into the stacks. However, before I even got up from the desk, the patron walk by me on his way upstairs to leave. He was carrying one of the Gale volumes, and said without breaking stride,
This has what I'm looking for.
So, that's great. I'm happy he found something helpful - at least I hope it's helpful - but I can't help being a little frustrated when patrons make helping them more difficult that it should be.
January 10th, 2015 Brian Herzog
A patron came up to the desk and asked for me specifically (I was in the office at the time). She said she needs help with her computer, and hoped that I could fix it for her.
The abbreviated version of the story is that her laptop was having problems, so she took it "to the shop" to have them fix it. They said they did, and she never tried it to make sure - she just put it on a shelf and didn't use the computer.
For a year.
Now, a year later, she wanted to use her computer again, but can't remember the password. And can I help?
At least she knew that she had Windows XP, which is something. She didn't have the computer with her, so she said she'd come back the next day.
Which gave me a day to research how to reset or bypass a Windows XP user password, because I had no idea - and it sounded like something that should not be an easy thing to do. However, I found all kinds of websites with all kinds of complicated methods of discovering or resetting the password, including putting password recovery software on a boot disk. Then I found this kid's video:
That seemed easy and straightforward, so I figured I'd try it first - too easy in fact, but, as much as I wanted to help the patron, I didn't think we could really offer support beyond this. Downloading hacking software to a boot disk seemed a bit drastic.
So she came in the next day, and I was shocked that the kid's technique worked flawlessly. Partly because I didn't expect it to be so easy, and partly because it doesn't seem at all safe that it is that easy. But then, this was on a very old laptop with XP.
At any rate, the patron was happy she had access to her computer again - and of course thought I was a genius. I gave her a little talk about updating the anti-virus and getting a year's worth a security updates before she use it normally online, and also told her that XP is no longer supported and maybe think about getting a new computer. She said she got along for a year without a computer at all, so she'll see how it goes.
With a little luck, she may still enjoy XP for years to come.
December 13th, 2014 Brian Herzog
This one took me by surprise.
A patron called in and ask if she could request some books. No problem. And usually when a patron tells me right off that they'll be requesting multiple books, I'll grab a pencil and paper to write titles down and look for after we hang up. If they're requesting just a few items, I'll type them in and request them as we go, but when there are a bunch of titles there's no need to make the patron wait while I do them all one at a time.
So this patron gives me her list of items, which are all yoga books with titles like Ashtanga Yoga: The Practice Manual. After about six titles, she gives me the punchline:
Okay, that's all. And I'd like all those as audiobooks.
A yoga practice manual on audiobook? I'm not familiar with this book, but it sounds like it would be mostly photos of poses, which doesn't seem like it would work at all in audio.
So I conveyed my uninformed skepticism to the patron, and she was in complete disagreement. She was as uninformed as I about the actual existence of these audiobooks, but she was far more confident that they should exist.
Which they might, and I said I'd look for them on audio and request them if I could find them. I checked our catalog, the rest of the state, WorldCat, and Amazon, but unfortunately didn't find any of them with an audio version.
At least, so far - this is one of those questions where I'll end up keeping that piece of scrap paper for years and periodically checking and rechecking various sources to try to locate the item. We'll see, but I'm not going to hold my breath.