January 31st, 2016 Brian Herzog
This was posted on Boing Boing a couple weeks ago, but I thought people might find this funny:
Actual conversations with rude or odd customers at a used book store.
Some are rude to the point of being mean, which of course is not something that would happen in a library - at least, not something library staff would say out load. Here's a couple of my favorites:
I found a book "---" on your web site. It was written by my Uncle. I was wondering why it is so expensive? ($50)
It was inscribed and signed by him.
Why should I have to pay for his autograph? He's my Uncle, not yours!
(sigh... and no, she didn't buy it)
(Older gentleman calls)
I see you have a book titled "---" listed on your web site for $200
I am the author.
That book originally sold for under $20
How can you justify that?
Charging so much!
That's what it's worth. Look it up on Bookfinder
You will make more on the book than I did
I guess I should feel bad about that! If it makes you feel better, you could adjust for inflation (30 years)
I just doesn't seem right
It's the free market at work. You shouldn't have written such a good book
I will take that as a compliment
(I should add, I paid a lot more for the book than it sold for... originally. The customer I sold it to will probably donate it to his favorite charity and the cycle will continue. Makes me wonder how many profits there are in these things...)
(Customer fills out search card: 16 Chapels)
(me) Oh, you're after books on European Churches?
No, just books about the 16 Chapels.
Yea, you know the one with the big painting on the ceiling.
We will let you know what we find (once we stop convulsing).
Any time I see something like this in book stores, I can't help but hear them in the voice of Bernard Black - and then end up watching that entire series again.
Tags: answers, book, book store, bookstore, bookstores, libraries, Library, public, questions, reference questions, rude, store, stores
January 16th, 2016 Brian Herzog
My library subscribes to OCLC's QuestionPoint service, which is a 24/7 chat reference resource our patrons can use anytime. We've had this for years, and it's been great - not only being able to offer patrons 24-hour assistance, but also the quality of the answers they get is just as good or better than they would have gotten from our staff.
Every month I total up our database usage stats, and also read the transcripts of the chat questions asked. Sometimes though, when the chat librarian can't answer the question for whatever reason, the chat librarian flags it as "followup by local library" and I'm notified by email that a patron needs more help.
One of these followup notification emails was waiting for me when I got to the library this past Monday morning, after a chat session on Sunday. I logged into QuestionPoint to see what the question was, and found,
I had just put up the blog post in question the previous week, with the link to the contest application. I didn't have an electronic copy of the application, so I had to scan one of the print forms and make my own PDF.
So I was surprised to read the patron say it didn't work, because I remember opening it to double-check the margins of the scan looked okay.
Knowing that it worked, and thinking the patron must just be doing something wrong, I kept reading the chat transcript - confident that the chat librarian would have my back and set the patron right. But then this happened...
What? Well, maybe something was actually wrong, if the chat librarian was seeing a blank page too.
So of course, I immediately go to the blog post and try the link again - and sure enough, it works just fine. So, I create a new PDF of the form, and email it directly to the patron (email is included in the chat transcript), apologizing for the problem and asking him to let me know if this one doesn't work.
The patron emailed back to say thanks, and a little more. After getting my message saying that it worked for me, the patron kept experimenting with the PDF link, and explained what he found:
OK - here's the scoop in case you get any others with this issue. This looks like a Google Chrome browser issue, and it may be unique to my computer, perhaps a settings problem. The PDF document opens fine in IE, Firefox, and Edge. It even opens fine in Chrome if I save the file first. But when I try to link to the file via the web it opens but with blank content. [...]
Thanks again for your follow up. I hope I haven't wasted too much of your time.
Wasted my time? You just did my job for me!
I'm glad it worked for him, but I was curious to see if this issue was just this one patron, or a Chrome thing. A quick search for Chrome blank PDF turned up a lot of relevant results, including some on Google forums. It seems like this is indeed a Chrome problem. And not exactly a new one at that, so I'm surprised that this is the first I was encountering it.
It also explains why the chat librarian had the same issue, while everything worked fine for me in Firefox.
It's not very often that I outsource my job, but in this one instance, I outsourced it twice - first to the chat librarian, and second to the patron.
December 12th, 2015 Brian Herzog
This week's question fits right in with the recent thread of "things that happen at closing time," but unfortunately gets filed under, "you win some, you lose some."
Wednesdays are my night to work until closing at 9pm, and in general that's a pretty quiet night. This week, at about 8:40, a patron walked up asking for help with the printer. Specifically, she didn't know how to release multiple jobs at the same time.
"No problem," I thought, as I walked over to the print station with the patron - "too bad it won't be interesting enough for the blog, but at least it's not going to keep me here late." Well, I've been wrong before.
Actually, this part of the question went smoothly. The patron had about $10.95 worth of print jobs sitting in the queue, all in 1- and 2-page jobs. Our coin box only accepts up to $9.50 at a time (so someone doesn't put a $10 bill in to pay for a $0.15 print job and get a whole jackpot of coins back in change), so I showed her how to select, pay for, and release half of the jobs - and then after those printed, how to do it again for the second half.
Once the second half started printing, I went back to the Reference Desk and made our 8:45 first closing announcement. Life was going well, until that same patron came back up to the Reference Desk at about 8:50, carrying her freshly-printed Very Large Stack of papers (by the way, $10.95 at $0.15/page is 73 pages), and said those dreaded words,
Do you have a scanner?
Arrgh, curse our patron responsiveness! Yes, we do have a scanner, and it even has a feed try. But man, she's got a lot to scan, and we close in ten minutes.
However, I tell myself, ten minutes is a long time, and although waiting next to the scanner is like watching a pot waiting for it to boil, it actually does scan pretty fast, so ten minutes is probably plenty of time. So I say, "sure," and take her to the scanner.
73 pages is too many for the feed tray, so I tell her to scan them in thirds. We open the scanner software, she puts about 1/3 of the pages on the tray, and it starts up. The scanner is loud enough, and since she's the only patron left in the reference area, the library is quiet enough, that I can go about my closing time routine and hear when the scanner finishes that first set.
When it does, I come back, get her started on the second third of the pages, and then continue closing - shutting off our OPACs, turning off lights and closing doors in the study rooms, making sure the courtyard door is locked, swapped out the daily calendar posting for tomorrow's, and generally straightening the area.
At about 8:56 we put the last stack of pages on the scanner, and I'm feeling pretty good - I think we'll run a few minutes over, but obviously the patron is appreciative. I make the final closing announcement, turn off one of the reference desk computers, and make a final pass through the stacks to make sure no patrons are hiding back there or laying on the floor unconscious (this is what I think about while closing at night).
Finally I hear the scanner finish - 73 pages through the feed tray with no jams! - and things are looking good. The next step with the scanner software is it goes through and "reads" each scanned page, to OCR the text and make a searchable PDF file. This generally takes a few seconds per page, which means it's going to take a bit to complete for this file. I explain what's happening to the patron, and then go upstairs to the circulation desk, to let the desk staff know I'm helping someone but they can go home.
And I ask the maintenance man to stay, which he's fine with. The desk staff all walk out, I go back downstairs, and I can hear the maintenance guy upstairs doing some general straightening - and then he starts signing Christmas carols. Okay, at least that means he's in a good mood and not annoyed with me.
So back downstairs to the patron, and I see the file is at 25% and making progress. Excellent. I ask the patron if she'd like to email it, and she says yes. So I open a browser, thinking she can log into her email and get a message ready to attach the file to.
She does, but then asks if she can save to a flash drive instead. "It'll be faster," she said, which I don't know that it would be, but either way is fine with me.
Then she pulls this MASSIVE external hard drive out of her bag. For my purposes it works just like a flash drive, but I am always a little surprised when people use imprecise speech. And I'm also surprised that she carries this thing around in her purse. But anyway, she plugs it into the computer, and -
The computer starts to recognize the new USB device plugged into it, but then freeze. Freezes solid. I don't know if it can't install a driver, or if processing the PDF file was just too much to do while also installing the hard drive, but the scanner software stops dead at 34%.
Okay, I think, it's just a momentary hangup. The memory will catch up in a few seconds, the computer will return to normal, and we won't have wasted the last twenty minutes working on this. I hope.
It is at this point that the maintenance guy finishes messing around upstairs, and comes downstairs, still singing Christmas carols, and sits on the steps behind where I'm working with the patron.
I don't know if you've ever stood with a patron watching a frozen computer hoping it will magically fix itself ten minutes after the library closes while someone sits ten feet behind you singing Christmas carols, but I would recommend against it. Strongly.
We really did wait a few minutes, playing with the mouse, pressing keys, and could not get the computer to do anything. I think the patron could see it was hopeless, and finally I just told her that I think we just ran out of luck.
The worst part is that, since it was now after 9pm, Staples was already closed, and I don't know where else she could get access to a scanner that night. I suggested trying the UMass Lowell's library, which I presume has a scanner and would be open late, but that was the only thing I could think of that might be helpful.
I felt terrible, but she was still grateful for the effort and staying late. She unplugged her external hard drive from the computer, put it and her stack of papers into her bag, and I walked her to the front door.
So, the moral of the story is, even when you try to go above and beyond to help patrons, you can still come up short sometimes.
December 10th, 2015 Brian Herzog
Last week, in response to my recent Reference Question of the Week about the importance of providing good customer service right up until closing time, Emma posted this comment:
Brian, can I ask: Are your hourly people paid for some amount of time after 5:30 on your 5:30 closing days?
Something that drives me crazy at my library is that our closing time is the same as our clock out time for hourly staff. So most days we close at 9 p.m., but 9 is also when the clerks and assistants stop getting paid. Of COURSE they want to get lights turned off and money counted and everything by 9, since otherwise they are doing the closing tasks unpaid, on their own time, but it drives patrons crazy that we claim to be open until 9, but a lot of services are either worse or not available at all from about 8:45 onward. What does your library do to provide better service to last-minute patrons?
I responded with a typical, long-winded reply, below, but what I'm really curious about it what other libraries do. I know it will vary by library, because circumstances in libraries vary, but please leave your responses in the comments on how closing time is handed in your library - thanks a lot!
Brian Herzog Says:
December 5th, 2015 at 1:41 pm
@Emma: oh, wow, this comment is worth an entire management course of its own.
We’re the same as you, in that staff is scheduled until closing time at 9pm, and are only paid until then. But of course, since we’re open until 9pm, patrons have every right to be in the building right until then – so we experience the same clash of tides.
We’ve had various conflicts in the past, but right now things are pretty calm with an understanding staff that knows that good customer service might sometimes mean an extra minute or two past nine o’clock. We’ve talked in the past about scheduling and paying staff until 9:15, but 99% of the time that would mean the building would be closed and staff is just sitting around doing nothing. So instead of forcing people to stay later through scheduling and doing busywork most of the time, it has just worked itself out in an unspoken way in my library. Most of the time, that is, and we just deal with the incidents where that fails as they happen.
The only two actual policies we have regarding this are:
- we do close the downstairs bathrooms 15 minutes before closing time. There are bathrooms right by the front door that are never closed, so people can use those on the way out, but the downstairs bathrooms are the only “library resources” that end before closing time
- all the part-time staff scheduled to work until closing are all free to leave right when their shift ends. The full-time librarian who is the closing department head, and whichever maintenance man is working that night, are the two who will stay if something with a patron runs past closing. This happens occasionally, and some staff have no problem staying longer and some do, but the department heads always stay to take care of whatever it is even if all other desk staff has left. Once in awhile it’s some kind of horrendous checkout calamity, but more often than not it’s a kid waiting for a ride in winter, and we are not going to lock the doors and make them wait in the snow. So the department head and the maintenance guy (and sometimes other staff just hang around and chat too, and partly because people all like to walk to their cars together) all wait inside until the ride gets there.
I think we’re lucky in that good customer service is so ingrained into my library’s culture that staying over is just no big deal to us. It’s also good that the administration values good customer service, and would have no problem with someone coming in late the next day if they stayed late the night before to help a patron.
Our closing procedures aren’t too extensive, which also works in our favor – just turn computers off, really, and make sure everyone is out of the building. So there’s no routine duty that holds people up. One of my own hard-and-fast rules that I try to enforce whenever I close is to NEVER turn any lights off when there are still patrons in the building. Not only do I see this as incredibly rude, but it also seems like a lawsuit waiting to happen – staff rushing a patron out at closing when half the lights are off, and that patron trips or hurts themselves, and then it comes out during the hearing that staff had shut the lights off already. Sure there is probably still enough light to see by, but it certainly would make the entire library sound like a jackass.
We haven’t come to absolute solution for this, so it’s good that my library’s staff is just willing to make it work. I don’t know that any of this will help, but aside from scheduling people beyond closing time, I don’t really know what else can be done.
November 23rd, 2015 Brian Herzog
Not all of the reference interactions I post here have a moral, but this one does - and it's one of my favorite morals.
On Fridays, my library closes at 5:30pm. At about 5:25 one Friday, an older gentleman comes down the stairs to the reference area, where most of our public computers are. Now, any patron coming in right at closing time is always a bit worrysome - but moreso when they, like this patron, come right up to the desk and say they need to print something.
Printing at the last minute is always fraught with potential calamity. However, thankfully, all this patron needed to do was to print a boarding pass attached to an email - we opened it, printed it, and everything went smoothly so we were still finished before 5:30. Nice.
But while I was thinking "nice" to myself, the patron surprised me by saying,
You don't know who I am, do you?
Being that I'm paranoid in general, this is a miserable thing for someone to say to me. However, even after looking at him more closely, no, I didn't recognize him, so I apologized to him and said I didn't know who he was. He then said,
I'm the guy that donated all these computers [motioning to the workstations]. That's me [pointing to the wall plaque below]. I need help using them, but I know they're important.
We had a bit of a laugh over that, then he thanked me for helping him, and I thanked him for his generous donation, and walked him out.
Hopefully, the moral is clear: when you work at a public library, it's important to provide good customer service for every patron interaction, because every patron is a voter and you never know what other connection to the library they may have - even five minutes before closing time.
And more importantly, thank you to everyone who supports their local library!
November 14th, 2015 Brian Herzog
This started out as a simple question, and just kept getting weirder.
On Thursday morning, a patron called asking if she could come in later that day for a one-on-one session. She'd like to work on basic computer skills, she said, because she only uses a computer at the library and senior center, but not very often, so she felt she was forgetting everything she knew in the meantime and wanted a refresher.
Okay, that's fine. But then she said she's also interested in buying a computer, and could I pick one out for her?
Well, I had to stop her there. I haven't bought a computer for myself in like six years, so I'm certainly not an authority by any stretch. I told her I could help her find reviews of computers, and try to explain the basics of computer buying, but I couldn't pick one for her.
She was fine with that, and we made an appointment for later that afternoon.
The appointed time comes, and the patron shows up right on the dot. Despite that, she apologizes for being late, because she said she took the bus and it was a running behind, but I assured her everything was fine.
I set up a laptop with an external keyboard and mouse, because many beginners find those more comfortable to use. But she stopped me and asked me what all that was. I explained the difference between our desktop workstations, with regular keyboards and mice, and a laptop, which has the keyboard and touchpad built in.
Now she was very interested in that, and said,
Well I was up at Barnes and Noble last week and bought a Nook, but I had trouble with it and decided I couldn't afford it so I returned it. I didn't know there was an in-between size of computer [meaning the laptop, in between a desktop and a tablet].
Huh. So then I went on a bit of a tangent about the pros and cons of each of the three styles, and she was already convinced that a laptop is what she wanted to buy. In the course of this little discussion I asked her what she'd be using a computer for, and she said writing letters to friends and printing them.
So we get started by opening Word, and I have her type a little bit to get the feel of the keyboard and touchpad, as well as some Word basics.
When she's ready, we go through the steps to print, and she seems to pick all of that up quickly. I asked her what else she'd like to do on a computer, and she said,
I'd like to buy things from Amazon and Google and Ebay, are those all the same company? And is it safe to do that?
Whoa, that's a departure from computer basics - but maybe not so much these days. So we then talked about the differences between those websites, and the fact that most stores, like Target, Sears, etc., also all have websites that sell products. And that buying online does involve risk, but really, using a credit card at all involves risk, since stores like Target have had their customer data hacked having nothing to do with buying online.
The patron seemed pretty interested in all of this, and wanted to try shopping for something on Amazon. At this point however we were just about out of time for the one-on-one appointment, so our plan was to just run through the steps of searching Amazon and finding product information, but not the buying steps.
Which she was fine with. We go to Amazon.com, and I tell her to type into the search box whatever it is she'd like to buy, and we'd get back a variety of those products to choose from.
What is it she typed in, you ask?
What? She calls up the library asking for someone to pick out a computer for her, and then goes from that to asking about online shopping, and THEN the first thing she wants to buy online is a typewriter?
I did not see that coming.
But I can tell you I'm really curious to find out where things go at our next one-on-one session next week.