or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk



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Another Case of Dewey Being Overly-Sophisticated

   August 28th, 2014 Brian Herzog

both way arrowsI've pointed out things like this before, and they always amuse me.

Last week, my director was looking for summer cooking books for a display and program she was doing. Of course, books about grilling were included in her search, and she was surprised - as was I when she pointed it out - that we had identical-seeming grilling books in two entirely different Dewey numbers: 641.5784 and 641.76.

When our cataloger and I looked those up in DDC23 to see which was right, we found that they both were:

641.5784:

Dewey 641.578 4 - Cooking at an outdoor grill

641.76:

Dewey 641.76 - Barbecuing, broiling, grilling

So, .76 is grilling in general, and .5784 is specifically grilling outdoors. Indeed very neat and precise, but perhaps to an unnecessary degree for our purposes.

We decided to consolidate everything into 641.76, to make it easier for patrons browsing the shelves. I'm sure there are lots more little Deweified topics like this, and I will enjoy consolidating each and every one of them as we discover them.

And finally, I thought a post about grilling was nice and Labor Day-related: I'm traveling to Ohio for a long Labor Day weekend, so there's won't be a reference question of the week this week. I hope everyone enjoys the holiday.



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Saying No In My Library, And How We Can Say It Less Often

   July 24th, 2014 Brian Herzog

I know I've mentioned before that my library has a strong "Get To Yes" policy for customer service - we want to do whatever we can to meet the patrons' needs.

To identify areas where we're coming up short, occasionally in the past we've kept "No Logs" at the service desks - log sheets for staff to track patron questions where we had no alternative but to answer "no." For this fiscal year, we're really trying to improve customer service even more, so we've made the Reference Desk's "No Log" a permanent thing.

Below is a snapshot of our "No" questions from July 1st until now - mostly museum passes this library doesn't offer, extended study room use, or printer/copier questions. But there's other good stuff in there that I think we can improve on, and that's what this is all about:

nologJuly2014

Nothing earth-shattering - which is good, really - but small steps are sometimes the best approach for improvements. I'm really curious to see how these things trend over time, too.

Also, slightly related to this is OCLC's Top reasons for no - the reason libraries report for interlibrary loan requests being denied. I can't remember where I saw this link posted, but I like this sort of thing.



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Options for Offering a Public Scanner

   July 18th, 2013 Brian Herzog

scanning stationMy library finally rolled out a service patrons have been asking for ever since I started: a public scanner.

Requests for a scanner always seemed to wax and wane, and we never got serious about it because of all the logistics involved: where do we put it, should the computer be scanning-only or have full internet access, should we get a simple flatbed scanner or a dedicated scanning product made for libraries, will the staff be able to assist patrons, etc. etc. etc. Recently, the requests have been coming in so consistently that we just bought a low-cost flatbed scanner, hooked it to a computer, and put it out on the floor.

We did do some research beforehand, asking around to see what other libraries did. And coincidentally, on the very day we put the scanner out for the public, another library sent around an email asking the same questions - and very kindly, she also compiled and shared the responses (thanks Becky!):

Most libraries have 1 flatbed scanner that is connected to a public computer. 4 libraries had more than 1 scanner, and 1 library had set up a switch so that 4 computers could share 1 scanner. A few libraries had the scanner in a staff location that was easy for both staff and patron to access.One library kept a scanner at the Reference Desk, and gave it to patrons to hook up to any available computer.

A few libraries used different products: a copier that can also scan, an all-in-one printer that can scan, and book scanners including the BookScan Station from MDS, and the Scannx BookScan Center from Scannx.

Scanner models mentioned were the Epson GT-1500 (which has a document feeder), CanoScan 4500F, Epson WF-4530, Epson V37, and Fujitsu ScanSnap.

Only one library mentioned charging for scanning, many libraries said they did not charge as there was no real consumable cost.

All libraries said the service was very well received with these comments: being able to scan color documents was well received, users could scan to USB, Google Docs, or email, some libraries install the scanner at a computer that is 15 minute only or a walk-up computer, patron assistance is often necessary for first-time users of the equipment.

We really, really, liked the dedicated scanning stations because they are so easy to use, but the cost was prohibitive (in the $5,000 neighborhood). The scanner we purchased was the Epson GT-1500, which is just connected to a desktop computer. Some details:

  • Scanner cost: about $250
  • Features: document feeder tray, easy-scan buttons on the front of the scanner (which we didn't end up using, unfortunately: the scan-to-email button quickly became a problem, and the others ended up not being entirely intuitive, so we just used desktop shortcuts instead)
  • Picture scanning: we use the included Epson scanning software for this, and it works surprisingly well with just the default settings
  • Document scanning: we use the included ABBYY Reader software, which gives the option to scan to either Microsoft Word (to edit a document like a resume) or right to PDF to save/email a document without changes
  • Bonus Feature: not only is this a new scanner service for patrons, but it also means we can now meet the needs of patrons needing to make color photocopies - just scan their original as a PDF, and then print directly to the color printer! An extra step, but it works

Like the image scanning, the OCR capabilities are surprisingly good. In all the testing we did, there was not one mistake (all test scans were from printed pages, not handwriting). Anything it can't OCR is automatically scanned as an image, and the formatting in both the resulting PDF or Word document were impressive. Word did not carry through colored text, but that is easy enough to re-do.

Something else that impressed me was with the document feeder: I deliberately fed in sheets in opposite directions (as in, sheet one right-side up, sheet two upside-down, etc), to see what it would do - and the software was smart enough to orient them all right-side up and OCR the text with no mistakes.

We put out a couple instructional signs with the scanner to match the desktop shortcuts (Scan a Picture [pdf] and Scan a Document [pdf]), and we'll see how it goes. Staff picked it up quickly, and we can always adjust/improve the patron signs after we see where the stumbling blocks are.

We're also starting off with the policy of "scanning gets preference" at this computer, although it does have the same capabilities as all our other public workstations. We put a little sign saying,

Patrons needing to use the scanner have priority!
If you are not scanning you may be asked to move to a different computer.

And so far it hasn't been a problem. This is a stand-up computer, which we're hoping will facilitate the just-need-to-scan-something-quick patrons.



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Does Customer Service Go Both Ways

   July 3rd, 2013 Brian Herzog

Just a quickie pre-4th of July post. This picture surfaced on Reddit awhile ago, but I still find it interesting:

sign with different prices for being polite

On the surface this sign is great, and almost makes it worth it to charge for library materials just so we could do this. But then it also implies that we would treat people differently, which I don't like. It's tough to politely serve some* library patrons, but that's what we're there for. I wonder if rewarding polite patron behavior actually increases it, or would it breed obstinacy in patrons who otherwise would be perfectly fine but don't like being told what to do.

Not to mention that this sign kind of punishes shy and anti-social people, through no fault of their own. I think stores and restaurants where the workers shout "Good morning!" or "One in the door!" from across the room should have to charge less when it makes customers uncomfortable.

 


*Threatening or insulting behavior is a whole different topic



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Overhearing Cell Phone Conversations, And The Annoyance Therein

   June 5th, 2013 Brian Herzog

Cell Phone SignA little while ago I saw an interesting post on Lifehacker about why hearing a cell phone conversation is so annoying. I'd heard this theory before, and agree with it - at least, in my own anecdotal experience, overhearing a cell phone call is way more distracting than overhearing two people having a conversation.

I'd even add one more element to their list: phone calls are more distracting than a conversation because of the pauses. When two people are having a conversation, since one or the other is constantly talking, it becomes sort of a constant background noise (which is easy for me to block out, say, while reading on a train). But overhearing just one half of a phone call, an irregular sequence of noise-pause-noise-pause, is impossible for me to filter out because each time the person starts talking again is a new distraction.

Anyway, for all these reasons, cell phones in a quiet space like a library are always going to be a problem - even in a not-necessarily-quiet library like mine. Until we can get a good white noise generator* that would drowned it out, perhaps what we really need are dedicated spaces for people to have cell phone conversations.

So, thanks to Stephanie for pointing out the cell phone phone booth:

Cell Zone Cell Phone Booth

I did a little digging and found that these are available from Salemi Industries - but according to a write up from 2006(!), they cost $2,400 to $3,500.

I'm sure a few of these would help, but if we're talking that kind of money, I'd still prefer a fountain.

 


*All my requests for a fountain in front of the Reference Desk have so far been denied.



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Readers Advisory Initiative at the Chelmsford Library

   May 23rd, 2013 Brian Herzog

QR code labelThis is a neat thing, but is such a large project that I'm still not exactly sure how to explain it all.

At the end of last year, my library created a new position for a dedicated readers advisory person. Since this was a brand new position, we've had to reconfigure the way we do things. Another benefit, though, is that it got everyone in the library thinking about how we can improve readers advisory across the board.

Our Childrens Room really upped their game in this area. They'd long maintained in-house readalike lists, both for specific books and for subjects. Eventually these lists migrated from papers in binders to online lists created using our catalog's "bookbag" feature.

Which is all well and good, but what they really wanted to do was improve access to these lists, and make it easier for patrons to find them on their own.

The best way to promote these lists, they felt, was to print out labels with the list URLs (and QR codes) on them, and stick them in each book that was on the list. I know other libraries use QR code labels in their collections (notably the Dover [MA] Town Library), but I don't know how many are mass-sticking the actual books. And they're trying to stick them in the books as close to the end of the story as possible, so that patrons find them immediately after finishing a good story:

QR code label in book

Along the way, we ran into a few snags that had to be dealt with, and I think our solutions worked pretty well.

Our catalog's bookbag URLs are pretty messy and unfriendly (ie, https://chelmsford.mvlc.org/eg/opac/results?bookbag=53439;page=0;locg=18;depth=0), so we wanted to use a URL shortening service to clean them up. The Childrens staff first started with Goo.gl, and reviewed a few others, but hit a major roadblock: with those services, once a short URL is created, you can't change the destination.

This was a problem for us because not too long ago, we had a catalog upgrade that changed the URLs of every single one of our bookbags. This meant that if we had stuck QR code labels in thousands of books, they would all have to be redone with new labels for the new bookbag URLs.

I looked around for an alternative, and found an open source solution yourls.org (Your Own URL Shortener). That was awesome, and with instructions from Lifehacker, I had it up and running on our web server in like fifteen minutes.

However, it kind of defeats the purpose of a URL shortener when you're starting with a URL as long as chelmsfordlibrary.org, so we decided to get a whole new domain name for this project. We kicked around a lot of ideas, but the best one we came up with - short(ish), and memorable - was readmore.in.

Now, the .in is the country code for India, but readmore was available at the domain name service we used, so we went with it. But best of all, it makes for great readers advisory URLs: readmore.in/adventure, readmore.in/magictreehouse, etc. Even though those aren't super short, they're easy to remember, and that's the important thing.

With yourls running on the readmore.in domain, now we can always point readmore.in/poetry or whatever to the right place, even if the underlying bookbag link changes.

And to make the QR code creation process easier, I also installed a open source QR code creator (phpqrcode) on our web server. There are lots of free services out there, but hosting our own lets us pre-set all the output settings, so all staff need to do is paste in the URL, click "create," and then right-click on the QR code to paste it into the label template. It's already the right size, encoding, and everything else.

I admit there was a lot of technical playing to make this happen - but, now that everything is set up, staff is whizzing through the creation and labeling process. Of course, this is an on-going project, but we're hoping it is something from which patrons will really benefit.



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