August 29th, 2012 Brian Herzog
A couple of totally unrelated really good ideas (I think), before I head to Ohio for a long Labor Day weekend:
Good Idea #1
First, for all you DVD collection development librarians out there, here is a must-add for the library's collection:
A 50-DVD set of The Red Green Show! 300 episodes = ~124 hours of wisdom from Possum Lodge, plus bonus material. Of course, the $299.99 price tag made my colleague who does our DVD selection just say "no."
Good Idea #2
Second, an Apple Store training manual for their Genius Bar employees was reviewed at Gizmodo. From the tl;dr write up on BoingBoing, some great training gems caught my eye:
What does a Genius do? Educates. How? "Gracefully." He also "Takes Ownership" "Empathetically," "Recommends" "Persuasively," and "Gets to 'Yes'" "Respectfully."
From the comments, it appears the existence of this manual met with a large degree of cynicism. However, swap out "Genius" for "Librarian" and this exactly sums up what our desk staff should aspire to.
Taking ownership of a problem can be difficult in a public library, because not everything is something library staff can help with. But when it is within our power - especially concerning a library resource or service - taking ownership is the best way solve a patron's problem. Because if one of our patrons can't use a library resource, then it's a library problem.
And initially I was uncomfortable with the word "persuasively," because it sounds very retail. But after I thought about it, I often actively try to persuade patrons all the time, in the sense of recommending - and leading them to - what I think is the best resource. "Yes, maybe this recently-published book on skin cancer is a better choice, even though that one from 1995 is thinner and has more pictures. Of course, you can always take both." Or, "Instead of trying to figure out how to cite Yahoo Answers in your term paper, how about I show you how to use our journal databases?" Of course librarians persuade - empathetically and respectfully - but don't force or withhold information. We certainly try to recommend the best resources possible, but it's always up to the patron to make their own decisions.
Not that I should be surprised Apple has good customer service ideas - I've certainly drawn inspiration from them before.
I hope everyone has a good long weekend - see you next week.
Tags: apple, apple store, collection development, customer service, dvd, genius bar, good ideas, libraries, Library, public, red green, the red green show, training
August 22nd, 2012 Brian Herzog
One of the creators of the infographic below sent it to me saying,
I worked closely with the ALA and IMLS to create this infographic about "Why support your local library?" We are using this to drum up support for volunteers, donations and legislative actions.
I like that it addresses the counter-intuitive notion that during a bad economy, library budgets need to be expanded because we get so much busier. It's a hard sell, even with the statistics to back it up.
Update 9/12/12: a data error was found in the original infographic, and this version has been updated.
August 8th, 2012 Brian Herzog
My brother sent me this photo, from the August 3, 2012, Police Blotter in the Sandusky Register:
I know this isn't an earth-shattering achievement, and that most libraries routinely do this with lost cards, but yay for it being in the paper and yay for it working out in the end.
June 9th, 2012 Brian Herzog
One afternoon, an older female patron called the reference desk and asked:
Do you have a shredder there that I can use?
This has always been kind of a gray area for us. Yes, we do have a shredder in the office for library staff. We have no official policy on the public using it, other than our general yes-based policy. And in the past, if a patron had just a few sheets that needed to be shredded, I would take the pages and do the shredding for the patron. So, I asked:
Me: How many pages do you have to shred?
Patron: Oh, I'd say hundreds.
Arrgh - "hundreds" sounded like more than we could accommodate* (besides, we have just a standard office shredder, not a heavy-duty one). So, reluctantly, all I could suggest to this patron is to contact her bank, as I know a few local banks will shred their customers' documents for free.
I get asked this a few times a year, but the more I thought about it this time, the more I thought this is a perfect service for libraries to offer. A heavy-duty shredder is something not everyone can afford, but something the community could purchase and share (just like other library materials). Plus, with libraries' strong commitment to protecting patron privacy, this seems like a nice way to promote "privacy literacy."
There are questions though - in fact, to find out if there are already best-practices for public shredding, I posted this question on the library stack exchange:
- how heavy-duty of a shredder is necessary?
- should it be a free-access shredder in a public area, or staff-mediated behind a desk or in an office?
- would noise or safety a factor?
- should patrons need to sign a waiver since they're probably leaving personal/private data behind? (shredded, but still, there's always potential)
- should there be a limit on how much patrons can shred? (since it all becomes waste the library needs to pay to remove)
If you've got any suggestions, please feel free to answer on stack exchange or in the comments below - thanks.
*There are a few off-the-books things in the library people can do, if they don't it too much. Shredding is one, using a desk phone to make a call is another.
The most common is probably bringing in magazines - we have a basket into which we put our weeded magazines for people to take (and keep), and patrons always ask if they can bring in their own magazines to leave there for others. Officially the basket is just for library magazines (because we don't want to deal with someone dumping a load of junk there for us to deal with), but we routinely tell patrons that if they just have a few magazines, it's okay.
So far, everyone has been totally fine with this, and no one abuses it. I like these sort of open-ended practices, where you trust people not to be idiots, and it works.
June 6th, 2012 Brian Herzog
Aaron highlighted a great tool on Walking Paper - a single serving script that shows whether the library is open or not:
Great job Durham County Library for coming up with it, and thank you very much for making the code freely available.
This is definitely going on my library's website (when I get a chance) - but of course, with 24/7 Library Anytime, the answer is always YES!
May 8th, 2012 Brian Herzog
Here's a more in-your-face twist on the Library Value Calculator. Another library in my consortium figured out how to display the total cost of a patron's items on their checkout receipt, and since we never let a good idea go to waste, we adopted it in my library, too.
Basically, it's a little macro that pulls the cost figure from each item's record, adds them all up, and provides a total. We present it in kind of a cutesy context, but the intent is to show people how much they save by using the library. Check it out:
Our phrasing is deliberate - if people bought the items themselves, they'd get to keep them (which obviously isn't the case with libraries). Also, we only print out receipts if people ask for them (to save on paper), so I'm not sure what impact this will have - we'll see.
Also: speaking of valuable things, I'm off for the next week to see my family over Mother's Day weekend (hence all the audiobooks I'm checking out above). So no Reference Question of the Week this week, and I'll be back next week.
This is how I was able to add this to our receipts - as far as I know, this only works with Evergreen version 2.1 and later. If you have a different ILS, contact your vendor and demand they offer it:
- In Evergreen, open the Receipt Template Editor
- Choose the checkout template
- At the bottom of whatever you have in the Line Item, add this:
<span style="display: none;" sum="sum1">%price%</span>
- Somewhere in the footer, add this:
You saved: $<span sumout="sum1" fixed="2"></span>
(or whatever you'd like it to read. Also, the fixed="2" rounds to two places.)
- Click the Save Locally button
Keep in mind that if the items checked out somehow don't have price values assigned to them, the receipt will read "You saved: $0.00" at the bottom.