Archives for Service:
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:
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
June 5th, 2013 Brian Herzog
A 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:
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.
May 23rd, 2013 Brian Herzog
This 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:
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.
Tags: chelmsford, libraries, Library, public, qr, qr code, readers advisory, readmore, readmore.in, url shortener, yourls
March 27th, 2013 Brian Herzog
Last week's reference question reminded me to post about a new service we've just started offering in my library - wireless "print from anywhere" for patrons.
We use Envisionware's LPT:One for our pay-for-print station in the library, which does have wireless capability. But patrons need to install a driver on their laptop, and only really works within the library - which is great for people printing from their own laptops, but we were hoping for more.
A couple nearby libraries were using PrinterOn, and that's what we decided to go with. It is web-based printing, which lets people really print from anywhere - the library, home, the coffee shop in the Town center, their smartphone while standing on the sidewalk, Canada - anything that can get to the internet can now send print jobs to be picked up at my library. Pretty neat.
Getting it Set Up
Of course we kept LPT:One for printing from our public workstations, because it works really well. Our initial intent was to integrate the wireless printing with our existing pay-for-print station, so it would be totally self-serve for patrons. However, when we spoke with our printer/copier management company, the cost of integration was prohibitive (about $4,000, mainly to update the hardware already in place) - especially for a service that we had no idea how much use it would get.
So we decided to do it the cheap way and run everything out of the Reference Desk. We lose the self-service aspect, and staff have to release each print job and manually handle patron payments, but it was worth it for a trial (and, if use justifies the $4,000, I'm sure we can negotiate with the print management company later on).
The PrinterOn software works well and was easy to install. There was a $200 setup fee and about a $500 annual subscription (roughly - and our Friends group provided the funding), and PrinterOn tech support installed everything we needed on our existing network server. The only other cost was that we bought a new printer, because we wanted to offer B&W and color, single- and double-sided printing, all from one printer. The printer we chose was the Xerox Phaser 6500, which, so far, has been just fine.
How It Works
To use it, patrons start at http://www.chelmsfordlibrary.org/webprint, and it's pretty straight-forward. You can upload a file from your computer or print a website, choose between B&W/color, single- or double-sided, and page orientation. Patrons both name their print job and get a job number, so we know which is theirs when they pick it up. There's also an option to print from email - you just email an attachment to our "print" email address (provided by PrinterOn), and the software knows to add the attachment to the print queue.
When patrons come to the Reference Desk, we log into the print queue and locate their job, hit print, and then calculate cost X number of pages after the job prints. We charge $0.15 for B&W and $0.25 for color, and charge based on pages - so, printing double-sided still only counts as one page. We also set it so jobs stay in the queue for 72 hours - after that, they automatically disappear.
Promotion and Results
We've got handouts for in-library promotion, and we're going to try to leave them at other likely spots around town - coffee shops, hotels, etc. It's fairly simple, but anyone is free to use and adapt it for your library if you like:
We launched this service about two weeks ago, and I have been shocked at how much it's been used so far - about once a day, at least. When it was ready, I added a link to our homepage (and mobile and Library Anytime sites too), and we put it on Facebook and in our weekly email newsletter. The next day three different patrons casually picked up print jobs, as if we'd been offering it for years.
But best of all, all patrons have figured out the interface, and no one has had any trouble sending print jobs.* The whole thing couldn't have gone more smoothly, and I love offering library services people can use from home.
*We did encounter one Acrobat PDF that the system couldn't handle - a complex text form that had a special print button built in, but we sometimes have trouble with PDFs on our public workstations, so I can't fault PrinterOn for that.
February 13th, 2013 Brian Herzog
Over the last couple years, there's been a trend in my library to move some of the work traditionally done by Technical Services out to the service desks.
It hasn't been deliberate, and it hasn't been too major, but desk staff now routinely:
- change status of items in the catalog, moving them into and out of "Display," "New Books," or the regular stacks
- add identification labels, such as "Teen" or "Documentary," to items that are already circulating
- use a barcode duplicator to add barcodes to the front cover of items
- change call numbers in the catalog (or more often, correct them if the spine label doesn't match the catalog)
- replace faded spine labels (courtesy of having a spine label printer at the Circulation Desk, and soon-to-be one at the Reference Desk too)
For the most part, it has improved customer service by decreasing the amount of time it takes to do these tasks. It keeps items in circulation longer (instead of being routed to Tech Services where they might be unavailable for a week or so while the update is made), and also keeps our catalog and shelves more accurate by fixing problems or improving findability on the spot.
However, we have noticed mistakes being made, too - which isn't unexpected. When the work was done only by Tech Services, it is by staff trained to do this type of work, usually in the back office where they work at their own pace. Desk staff, on the other hand, only get minimal training, and can only do this work in between helping patrons. So, with many more staff working on it, details are bound to be missed or forgotten as different people develop their own workflow over time. But no matter how small these mistakes were, they are still glaring when they cause a problem.
I bring all this up, not just because I find it an interesting trend in and of itself, but because of something our cataloger pointed out about the whole process.
Recently, our Director relayed a story to the entire staff about a distraught patron coming in looking for a book, and the first staff person she spoke to was able to identify the book, look it up in the catalog, take the patron to the shelf, and put the book in the patron's hand. The Director praised this success and efficiency, referring to the library as a "well-oiled machine."
Our cataloger used this success story to highlight why it is so important for the desk staff to do these traditionally-Tech Services tasks correctly. Her point was that these little processing details - making sure spine labels are printed correctly and consistently, making sure the barcode is in the right place, etc - is the oil that allows our "well-oiled machine" to run smoothly. Their importance cannot be taken for granted.
Too many mistakes, and suddenly we can't find books on the shelf because they're not where they're supposed to be or their catalog record is inaccurate.
It's helpful to share the workload, but quality control cannot be overlooked in the process. Libraries are funny in that the smallest details upstream - which many people don't even think twice about - seem to have the biggest impact downstream if something goes wrong.
So, yay for catalogers and their persnickety attention to detail - without them, libraries certainly would grind to a halt.
January 26th, 2013 Brian Herzog
It's been really cold in this area this week, so this question is quite timely. However, it doesn't exactly have a happy ending.
When I came in to work on Wednesday, a coworker related this incident from the day before:
A patron's car wouldn't start in the parking lot, so she came back in the library to ask staff for help. She asked at the circulation desk, and they sent her down to reference. Apparently she didn't have AAA or anyone she could call to help, so she was kind of stuck*. However, only one staff person in the area had jumper cables, and he said he couldn't do it for liability reasons. The patron left reference, and by the end of the night her car was gone from the parking lot, but no one is quite sure how she got it started.
The coworker who relayed this story to me was basically asking if staff handled it correctly, and should the library help someone jump start their car. It's something we've done in the past (I personally have), and I think she felt bad this patron was turned away (especially with our "getting to yes" policy).
We don't have any kind of formal jump starting policy (I mean really, who does?), but because it happened once, I thought it was worth exploring. The Director and I discussed it, and ended up posting this on our staff blog:
Patrons and Jumper Cables
Last week a patron’s car wouldn’t start in the parking lot – she didn’t have AAA or any other way to deal with it on her own, so she came into the library and asked if staff could help her.
The Town cannot accept liability for Town workers to jump cars for people (so it’s okay to say no). However, any staff person that is willing to help on their own (with their own car and jumper cables) is free to assist the patron (but they need to know that you’re doing this on your own, not as a library employee).
Instructions on how to jump start a car using jumper cables [pdf] (from Car Talk)
If this happens at closing time, and there is no way to start the patron’s car and no one else they can call for help, please call the Chelmsford Police non-emergency number 978-256-#### to let them know there is a car stranded in the library parking lot.
This seemed to be a good compromise - the Town can't be responsible for untrained staff jumping someone's car, but if a Good Samaritan staff person knows what they're doing and is willing to help, they can. I always feel a little bad when a limit to what a public library can offer is hit, because I still want libraries to be able to do anything.
Also, a note on the instructions: I know different people have different ways of jump starting a car, so I searched around online to see if there was a safe consensus among experts. The guys at Car Talk are expert enough for me, and their method was backed up by other places too.
*I recently had major car problems too, so I can empathize.
Tags: battery, cable, cables, car, dead, jump, jumper, libraries, Library, public, Reference Question, start