December 5th, 2009 Brian Herzog
A little elderly woman walked up to the desk. She handed me a call number written on a piece of paper and said,
I need a librarian’s assistance in getting this book.
This happens. Sometimes a book isn’t on the shelf where it’s supposed to be because it got misshelved, or a patron left it at a table, or it was recently returned and hasn’t been put back on the shelf yet, or someone just took it without checking it out.
Being a librarian not only means you spend a lot of time creating organization, but you also quickly pick up skills necessary to maintain organization.
Finding missing books is almost like being a CSI - you have to reconstruct the situation, to figure out where it ended up. Does it seem like a page misshelved it, perhaps by transposing the dewey numbers? Could a patron have picked it up, forgot where they got it from, and then just slipped it back wherever was easiest? Did a staff person pull it for a book display and forget to mark it in the system? Could a child have pulled it off a low shelf, and then left it on an even lower one?
I bet every library has that one person who seems able to find any missing book. At my first library, that person taught me “The Book Search” song to find missing books:
One Shelf to the left,
One shelf to the right;
Higher shelf,
Lower shelf,
Fight fight fight!
I still sing this whenever I’m looking for a missing book, but the last line sometimes unnerves any patrons who happen to be in the stacks near me.
So anyway, I walked with this little elderly woman down to where the book should be, and I was thinking about the most likely scenario that caused this book to go missing. When we got to the right aisle, I checked the call number on the paper again to start looking, when she said,
I can see the book on the top shelf, I just can’t reach it.
I’m happy she asked me for help, instead of trying to climb up on one of our step stools to get it herself. My name is Brian; I am a librarian, and I am tall.
Tags: book, Books, libraries, Library, misplaced, misshelved, missing, public, Reference Question, stepstool, stool See Also
Posted under Library, Reference Question, Service | 6 Comments »
October 27th, 2009 Brian Herzog
I know that as a library, we are here to serve the community. But on a day-to-day basis, I don’t work with the community, I work with individual people.
Are the two mutually-exclusive? This is all just rhetorical thinking on my part, but two interactions this month brought this dichotomy to light and got me thinking about it.
Situation 1
In my library, patrons are allowed to use a computer for one hour (or longer if no one is waiting). A patron came in to complain to the Director that our computers are full all the time, which makes it hard for him to use one. His complaint is that often, he sees kids playing games or checking Facebook for hours at a time, and he is frustrated because he wants to spend half the day looking for a job.
Situation 2
A patron who does a lot of historical research asked if we could digitize our collection of Town Annual Reports - and not just scan them, but OCR them so the text is searchable. That is, of course, a huge project, and we are in the process of indexing all historical town records, but due to limited resources, we’re not going to get to the annual reports any time soon. She got agitated when I explained this, and told me “the Library is here to serve the residents of Chelmsford, and I AM CHELMSFORD.”
Answers?
So, what is a librarian to do? In the first situation, the bottom line was that the patron wanted us to stop other patrons from using computers for hours at a time so that he could use a computer for hours at a time. In the second, the patron wanted us to scrap our project timeline for improving access to all Town records for all patrons so we could focus on the records she wanted.
The problem seems to stem from point of view. The library’s point of view is to serve all patrons equally, as faceless members of the community. The patrons’ point of view is that they want whatever subset of our service they’re interested in right now, without consideration to how that impacts other patrons.
Situation 1 - Fail/Win?
On the surface, perhaps looking for a job is more important than playing games or chatting with friends - but should it be up to the library to make that call? If someone “checks out” a library resource, be it by taking home a book or by using one of our computers, they are pretty much entitled to use it for whatever they want, so long as they don’t damage it.
This means that if someone checks out a book and uses it for the three-week loan period to prop up a broken table leg, they are entitled to do that. Similarly, if someone spends their hour on the computer playing games, that is their business. Libraries make information and resources available, not police how patrons put them to use. But to the first patron, us not kicking someone off a computer so he could (ironically) do the same thing they were doing is not providing good service.
Situation 2 - Fail/Win?
When the second patron said that “She is Chelmsford,” my first response (which I managed to keep to myself) was, “yes, and so are 32,000 other people.” We have to make decisions that best serve the community, and with a project like this, we’re thinking long-term. We just don’t have the resources to do what she wants.
But instead of doing nothing, we’re doing what we can, and eventually we’ll be able to digitize the records she wants. This project will not only improve access to our collection overall, but will also help to preserve it for future generations. Put like that, we’re serving the community - but from her point of view, we’re totally failing to serve her needs.
I know it’s always a balancing act, but it’s tough to tell a patron they are no more important than every other patron - that seems like the opposite of good customer service.
See Also
Posted under Library, Service | 6 Comments »
October 13th, 2009 Brian Herzog
An important function of the library is communicating our upcoming events to the community. There are lots of ways to do this, one of which is by having an online calendar.
Of course, there are also lots of software for online calendars and for patrons to reserve meeting rooms. My library just switched calendars, and so did the Blue Hill (ME) Public Library. Since we each evaluated a number of different calendar options, Rich Boulet and I combined our notes, in the hopes of saving other libraries a bit of legwork when looking at calendars.
There are more calendars than what is listed here (in no particular order), and our pro/con notes reflect the needs, requirements and situations of our individual libraries. If you have questions about how we made our decisions, you can contact me through my contact form, and Rich through Blue Hill Library’s staff page.
Library Insight (Rich, Brian)
- See Groton (MA) Public Library for example
- Patrons can submit room requests online
- Comes with 1200 images
- Marquee of upcoming available for index page
- SIP2 compliant
- Will not disclose how many clients use product, but says they are “in 20 states”
- $695/year plus $600 setup fee
- Contact: Steve Bolduc / 978-808-1089
- More info: http://libraryinsight.com/products/rmInsight.htm
Google Calendar (Rich)
Evanced (Rich, Brian)
- See Chelmsford (MA) Public Library and Blue Hill (ME) Public Library (calendar, room reservation) for examples
- Looks like most comprehensive product available
- Used by Maine State Library, Web Junction and many public libraries
- Allows user-initiated requests for room reservation
- Allows attendee registration and cancellation
- Somewhat pricey relative to others in market, but unlimited in number of listed events, and no module pricing (except credit card processing is extra)
- Allows some design customization, to make it look like your website
- Most powerful calendar search options
- Locally-hosted installation requires Microsoft IIS 4.0 or higher and has more up-front costs, plus 18%/year maintenance fees
- Remotely hosted solution carries ongoing subscription costs
- Seamless integration between web calendar and room reservation software allows users to click off on room policy
- Calendar allows events to be downloaded to Outlook
- Offers customizable rss feeds based n search criteria
- Can be used to track program stats
- Contact: Claudia Hackworth / 317-352-2188 x109
- More info & demos: http://evancedsolutions.com/demo.asp
Calandarix (Rich)
- See Rockport (ME) Public Library for example
- Very attractive and very affordable web calendar
- Does not apparently allow patron-initiated requesting of rooms
- Compatible with Apache or IIS
- No remote hosting option, requires local install
- Cost: Advanced edition is $50 for non-profits; also comes in a
free basic version
- More info: http://www.calendarix.com
Eventkeeper (Rich, Brian)
- See Hingham (MA) Public Library for example
- Seems to do everything that Evanced does, but in a very different style
- Pricing is generally less than Evanced, but is somewhat variable based on modules and number of events
- Can customize and brand calendar for additional one-time fee, integrate it more with the look and feel of the rest of your web site
- Also “EK Feed” can can be rss feed marquee of upcoming events for library’s homepage
- Only available as remotely hosted product, no local installation
- Currently have 1200 customers
- Exceptional customer support
- Can be used to track program statistics
- No maintenance fees (other than annual hosting)
- Eventkeeper: $275/year; EK Rooms: $250/year; EK Feed (marquee)
- Contact: Jim Stewart / 508-942-4209
- More info: http://www.eventkeeper.com
Meeting Room Manager (Rich)
ConnectDaily (Brian)
- See San Bruno (CA) Library for example
- Reasonably priced
- Remotely hosted with varying contract lengths
- Allows a great deal of design customization, to integrate with the look of your website
- Serves as both a calendar and meeting room reservation system
- A limitation is that it is designed as an “in-house” product (example, a school would use it for the teachers to reserve meeting rooms). It does have a public room reservation form, but take a little work to customize to be easy enough for the public to use
- Allows for multiple calendars (Childrens, Adult, Teen, etc) all to be fed up into one master calendar
- Events available in rss and iCal formats
- More info: http://www.mhsoftware.com/connectdaily.htm
Calcium (Brian)
Tags: calcium, calendar, calendars, calendrix, connect daily, evanced, event, eventkeeper, events, google, libraries, Library, library insight, meeting room manager, online, public, website See Also
Posted under Library, Service, Technology | 6 Comments »
September 15th, 2009 Brian Herzog
My brother sent me a package via UPS on Thursday, and it arrived on Monday. The neat thing, of course, is that we both could track its progress online (backup link).
It occurred to me that this would be a great feature for a library ILS. Most systems I’ve seen will only give the current status of a request, which is often cryptic to staff and totally indecipherable to patrons (ie, “recieved,” “transit,” “recorded,” “check shelves,” etc).
But sending patrons a link via email or text to track their request step-by-step in plain English could benefit them to no end. Not only would it give them an idea of where their item is and when to expect it, but it would also expose what all is involved in delivering their request to them. But it would be invaluable for staff, too, being able to see all of this information at a glance, for both assisting patrons and troubleshooting the delivery process.
And I bet some patrons would also be please to watch their request be returned to the library of origin after they’re done with it.
I’m sure I’m not the first person to think of this, but I’m definitely going to lobby to include it as a feature if my consortium adopts an open source ILS. And this feature will be exponentially more helpful if, as planned, the entire state moves to that same ILS.
Tags: ill, ils, interlibrary loan, libraries, Library, mail, online, oss, public, track, tracking See Also
Posted under Library, Service, Technology | 4 Comments »
September 8th, 2009 Brian Herzog
I’m finally getting my library’s updated policies online. We started revising them in April 2008, and the Trustees approved the new versions in April 2009, so I’m a bit behind.
Updating a Dreamweaver-based website is slow going, so I thought I’d share the new (footnoted) Reference policy here. The old policies are still online until I get all the new ones coded and published. Once that is done, our plan is to review them every three years (some of these hadn’t been touched since 1999) to make sure they are up-to-date. I’m also trying to think of a better way to display them on our website - any ideas?
Reference Service Policy
The following guidelines should be used by Reference Department staff in providing answers and materials for ready-reference and general research questions taken in person, by telephone, by mail, or submitted electronically.
The primary role of the Reference Staff is to assist patrons with their information searches and to educate them in the location and use of all types of reference resources. While assistance will be provided, patrons should not expect Reference Staff to do their work for them. Staff should spend no more than 15 minutes assisting a patron before returning to the Reference Desk to be available to assist other patrons. Patrons are not permitted to purchase dedicated staff time for reference or research services; please see the Library’s Gift and Donation Policy (4.3) for additional details.*
Confidentiality
All reference transactions should be treated with confidentiality, and the patron’s right to privacy must be ensured. All information requests should be discussed only in a professional manner.
Timeliness
Patrons of all ages will be provided correct answers or referrals to their reference requests as soon as possible. If an answer cannot be provided within twenty-four hours, the patron will be informed of the status of their request.
While priority is given to walk-in patrons, telephone and electronic requests will be answered as quickly as possible. If “same day” service cannot be provided, the patron will be informed.
Locating Materials and Resources
Whenever possible, answers will first be sought using the resources available within the Chelmsford Library, whether print or electronic. The Reference Staff will also use the resources available through the Merrimack Valley Library Consortium (MVLC) and the Northeast Massachusetts Regional Library System (NMRLS). If an answer cannot be provided immediately using local resources, appropriate print or electronical materials will be requested or located on the patron’s behalf.
Every effort will be made to provide patrons with a source for an answer, where appropriate. If a patron is unable to visit the Library, the staff should offer to mail, fax or email a copy of the material, or a bibliography of the resources used (reproduction and/or shipping costs may apply).
Loaning of Reference Materials
Reference material will not leave the building. Material in this area is considered to be important for ready access to patrons, or be irreplaceable local history items. Allowing References items to circulate defeats the purpose of having a separate section for reference use. Patrons are encouraged to photocopy if they need to have the printed material in hand.
Types of Questions
The Reference Staff strives to provide professional and complete answers to any type of question asked at the Reference Desk. In addition to general reference questions, the following types of questions receive special treatment:
- Directory Information - Reference Staff will assist patrons searching for names, addresses, or other contact information in any publicly-available resource, including telephone books, city directories, and electronic resources. Reference staff will not provide personal information about other Library staff, nor information contained in their personnel files. Please contact Library Administration or the Town of Chelmsford Human Resources Department for personnel information.
- Homework Assignments - The use of the Library for homework and research assignments is part of the educational process, and staff should strive to provide students with a positive library experience. Questions from students should be answered in the same manner as other informational requests, and additional time should be given to provide the student with informal bibliographical instruction and research techniques.**
- Technology Questions - All Reference Staff will be proficient with the technology resources available within the library, and are responsible for assisting with electronic research resources and basic library computer and internet competencies. Technology questions beyond the scope of regular Library resources may be referred to the Head of Reference or the Library’s technology administrator.
- Medical/Legal/Financial Information - Medical, legal, tax and investing assistance is limited to directing patrons to Library resources and/or secondary referral sources such as local hospital libraries, law libraries, etc. Reference staff cannot, at any time, assist with the interpretation of medical, legal or financial information, or give patrons advice on these topics.
- Trivia Questions - Trivia question should be considered in the same manner as other informational questions. In line with the Chelmsford Library’s Public Service Policy (2.1), “The needs and requests of library patrons should always be taken seriously and treated with respect. Equal consideration should be given to all users in a non-judgmental environment.”
*I added this sentence to keep patrons from thinking they can “buy” reference staff time with gifts or donations, which also got included in the
Gift and Donation Policy, so it would apply to all library staff
**I originally included a sentence saying that staff would focus on helping the student, and not anyone that might be accompanying them. The reason is that a lot of times, a parent brings their child in, but never lets the child speak or explain their assignment - the parents just wants to get as many books and possible and leave as quickly as possible. I’m not a parent so I can’t criticize, but this bugs me to no end. However, the wording was awkward, and other department heads thought it sent a bad message, so it was cut.
See Also
Posted under Library, Service | 6 Comments »
