September 27th, 2011 Brian Herzog
In 2008, I announced the first "Work Like A Patron" day - I've been mostly quiet about it since, but David and Jessamyn have both talked about the idea lately, so I thought I'd offer it up again.
The point of Work Like A Patron day is to remind librarians that libraries are for patrons, and it's important to gauge the result of our efforts from their point of view. I know lots of people do this on a daily basis anyway, but for my own benefit it helps to make a special effort to view the library through a patron's eyes.
Wednesday, October 12, 2011
Work Like A Patron day takes place on the Wednesday of the week six months after National Library Week. That was April 10-16, so this year's Work Like A Patron day will be Wednesday, October 12 - that's just two weeks away!
Ideas for Working Like A Patron
I know every library is different, and lots of people routinely do these things, but here are a few things I do to get out from behind the desk and experience the library like a patron:
- enter and leave the library through the public entrance (not the staff doors)
- use the public restrooms
- try doing some work on the public computers
- call the library's main number and negotiate the phone system
- reserve public meeting rooms for meetings
- return your items in the book drop
- navigate the library's website as if you're not already familiar with it
- follow all library policies
- read posted signs to see how helpful they are
Obviously, not everything will be applicable to every library, and not all library staff can do their work away from their desks. The real point of Work Like A Patron day is to just spend some time experiencing the library like a patron, not like a librarian.
Share your Experience
I'm always curious to hear about it, so if you'd like to share what you did on Work Like a Patron day, tweet with the hashtag #wlap or add a link to the Library Success wiki Work Like A Patron page. Or, of course, share in the comments below.
September 1st, 2011 Brian Herzog
My friend Chris forwarded me a news story about a DVD vending machine being installed in the library in Strongsville, Ohio - but instead of a RedBox, it vends the library's DVDs.
Some libraries do have a RedBox, but that approach never sat well with me - it seemed like an uncomfortable competitive fit. But an easy-access vending machine that distributes library materials? Great.
I contacted the Cuyahoga County Public Library system for more information, and here's what I learned:
- The machine holds 700 DVDs (or CDs, and larger capacity also available), and uses special black cases instead of regular DVD cases
- Theirs is from Public Information Kiosk, Inc. (distributed by 3M), and they chose it over competitors (Brodart also has one) because they felt it had the most RedBox-like interface, thus should be easy for people to use. Also, PIK developed some custom graphics for them, and looks sleeker and snazzier all around, rather than just looking like a regular vending machine
- The machine is indoor-only, so they placed it between the inner and outer doors of the library lobby - the outer doors remain unlocked 24 hours a day, so patrons always have access to the machine
- It's still new to them so they're slowly rolling out features, but the machine is designed to handle checkouts, checkins, and even holds placed through the online catalog - neat
- One drawback they have noticed is the machine's use of the company's own 2D barcode system, instead of the library's barcodes - this requires extra work in cataloging, and also causes some inaccuracies with records (showing the wrong cover art when there is more than one movie with the same name, movies showing up in unexpected places in the genre listing [ie, Wall-E listed as sci-fi])
- More details on the product spec sheet [pdf]
This is the first of two machines they purchased, with an LSTA grant from the State of Ohio intended to explore ways to meet the needs of underserved patrons. These machines are ideal for serving patrons where a library branch can't be built.
The second machine will be installed in a local hospital, serving as another 24x7 library location. Similarly, a library in Iowa is considering installing one in the headquarters of a large local business - another nice example of bringing the library to the patrons (although it also sounds like something you'd find in the Googleplex).
These vending machines serve other uses too - after conducting a patron survey on how to deal with DVD theft, the Arapahoe Library District in Colorado
in the process of installing installed them to help protect their collection.
And other libraries have been using vending machines for awhile. In Connecticut, the Oliver Wolcott Library has had one since 2010.
However, my favorite is what the Ottawa Public Library is doing - putting vending machines at their commuter rail stations and community centers (via).
In the age of downloadable ebooks and streaming video, using vending machines to distribute physical library materials might already seem outdated. But don't forget, public libraries serve a spectrum of patrons, all with different interests and needs. After all, despite the popularity of smartphones, our public fax machine is used just about every day (our microfilm machine and typewriter aren't exactly idle, either).
Anything we can do to make library services available outside the library's building and operating hours - in a variety of ways to meet a variety of patron needs - is a good thing.
Tags: dvd, dvds, libraries, Library, library media box, media box, movies, pik, public, vending, vending machine
July 16th, 2011 Brian Herzog
This question made me laugh - partly because it is so odd, and partly because it's not the first request like this that we've had.
We received the following email from a patron with a Subject of "Request for a room" (I edited it a little for clarity):
Subject: Request for a room
I would like to do some recordings with my guitar and voice (moderate volume) using a hand held recorder. I am currently working on a set of folk songs. Is there a isolated room in the Chelmsford Library where I could record during my weekday lunch hour?
One of my coworkers had a good response:
"isolated room" and public library - not a good combo.
We don't have anything in the library that is even close to being sound-proof enough so that his guitar playing wouldn't be heard by other patrons. Which may or may not actually bother people, but I would feel bad telling him yes, then having someone complain after he got all set up and going and then making him stop.
So the staff came up with a list of alternative potential places around town that might be able to handle this, including the local community center, performing arts center, and even the local cable television station (which at least has actual studios).
We sent a message back saying the library couldn't accommodate his request, and referring him to the list of other places we came up with. I haven't heard back if he found somewhere to go, but it would seem to lend some folk-cred if you record your album in a public library.
I do always feel bad when we reach a limit on how we can accommodate people, but at the same time it makes me happy that people continue to think of the library for just about anything.
Tags: guitar, libraries, Library, music, play, playing, practice, public, recording, Reference Question, studio
July 12th, 2011 Brian Herzog
There's a new program starting this week at my library - a Jelly.
What's a Jelly?!
A Jelly is a casual yet organized assembly of people who choose to work in a social atmosphere - with other interesting and creative people to talk to, collaborate with, and bounce ideas off.
The idea for the Chelmsford Jelly actually originated with a patron. He approached our programming librarian and asked if the library could host a Jelly. After researching online to find out what the heck a Jelly was, we agreed - we're providing a room and some publicity, and he's doing everything else. He's also set up a meetup page for the Jelly to manage it.
I think the idea of "coworking" is a good one. There are lots of people now who, for whatever reason, do work at home, in coffee shops, in parks, whatever, instead of going into an office. There is a lot of freedom in that, but sometimes it helps to be around people who are also doing work. The coworking approach is just that - working around other people who are also working. They're not necessarily working together, just near each other - near enough to enjoy each other's company, use as a sounding board, share lunch, and share the experience of working. Basically, social networking in person.
For us, the Jelly will meet every third Friday from 11:30-4:30. We're not sure how successful it will be, but since the library's core mission is providing community space for patrons (and this program requires extremely little effort on our part), we want to support this program as much as possible.
Update: At our first Jelly, I think there were about 4-5 people who came to work, and stay for part or all of the day. But I was told there was a steady stream of other people who just popped their heads in to see what it was, or, as one man said, "to see what kind of people come to these things." I think this will become more popular as word spreads over time, so I'll post an addition update after a few sessions.
July 8th, 2011 Brian Herzog
This question was just kind of strange from start to finish.
A patron comes up to the desk with two articles photo copied from the Boston Globe - one from June 10, 2011, titled Americans conflicted on abortion issue, survey shows, and the other from July 2, 2011, titled Judge puts Kansas abortion law on hold. She slides them over to me and says,
Now this first article I know is from June 10th, but I don't know the page number. In this second article, this judge is mentioned [US District Judge Carlos Murguia] - can you tell me what President appointed him?
Okay, fair enough. For the page number question, I show her where we keep our newspaper back issues, and tell her than while she looks through them for June 10th, I'll look online about the judge. She's happy to be involved, so I walk back over to the desk (which is literally four feet away).
I know it won't take her long to find the newspaper, so I do the quickest search I can think of - just search for US District Judge Carlos Murguia, scan for the Wikipedia article (which are reliably in the top few results), scroll to the Sources section at the bottom, and click through to the Federal Judicial Center's Biographical Directory of Federal Judges entry for Judge Murguia* - which tells me he was appointed by Bill Clinton.
Just then the patron walks up and says she can't find the June 10th paper - she can find back to the 12th, but that's it. Usually, we keep old papers for a month, but really how far back we keep depends on how much space we have on the shelf, and I think the person who manages our newspaper archive just ran out of room and had to get rid of the 10th.
I ask her for the article so I can try looking it up in our Boston Globe database - but then notice the byline says it's an AP article, which aren't included in the database. I apologize for not being able to get this for her, she says she understands. A line of patrons has formed by this time, so she lets this question go and goes back to her computer.
I get busy after that, helping patrons in-person and on the phone. At one point while I'm helping a phone patron, I notice this newspaper patron walk up to the desk speaking over-loudly on a cell phone - she stands across the desk from me talking for a minute, then wanders away. I never would have guessed this patron would have a cell phone at all, let alone whip it out and use it in the library, but there you go. I continue helping people.
A little while later, when there is a break in my activity, this newspaper patron comes back up to the desk. She said she had called the Nashua Library (about 20 minutes away from us, across the border into New Hampshire), and they said they do have the June 10th paper. She slides me a piece of paper with Nashua's phone number on it, and three names - Katie, Katy, Kathy. She asks if I can call them and have them email me a copy of the newspaper, and the librarian's name is something like one of those she wrote down, but she can't remember.
I ask her if it's okay if I just ask them what page the article is on and they tell me over the phone, but she says no - she needs "documentation."
So I call Nashua, and, guessing, ask for Katie at the Reference Desk. I get transferred and when I say who I am, Katie laughs and said she had an idea why I was calling (knowing this patron, Katie probably got an earful on the phone).
Anyway, any librarian knows that photocopying a newspaper article can be difficult, not to mention trying to include the page number on the photocopy - not to mention trying to email/fax it when you're done. So Katie suggests she email me confirmation that she found the article and what page it is on, essentially providing a testament for the "documentation." This sounds good to me, and if the patron still needed more, then we could figure out a way to actually get a copy of the paper.
A few minutes later, the following email arrives:
I located the Associated Press article "Americans conflicted on abortion issue, survey shows" in the print edition of The Boston Globe for Friday, June 10, 2011 (Volume 279, Number 161). The article appears on the right hand side of page A2, and does not continue to any other page. This is the News section of the paper, and the article falls under the subsection heading "The Nation."
I print it and give it to the patron, and she is pleased and thanks me.
I can hardly take credit however - I had already given up on the question, since we didn't have that resource in the library, and there were too many other patrons waiting for me to try to track it down outside the library right then. I think it's kind of funny the patron contacted another library on her own, and I'm very grateful to Katie for being willing to provide an answer with the proper documentation.
This might be the single biggest thing I love about being a librarian - cooperation. Being able to have a short phone call with a colleague (a colleague, yes, but a complete stranger, too) in a different state, and within minutes have the exact right answer delivered to me - it really is just amazing. Sorry LinkedIn, library service desks are the single best professional network around.
*The Sources, References, and External Links sections alone make the entire Wikipedia project worthwhile. Even if the articles themselves didn't exist, simply compiling authoritative web links on just about any subject is the kind of topic-based bibliography directory librarians have always loved about the internet.
July 7th, 2011 Brian Herzog
I have less and less time to keep up with reading RSS feeds these days, but a fantastic post by Carrie Straka, a contributor at Tame the Web, reminded me why it's worth it to keep current on blogs.
She attacks the myth that everything in the library is free, and explains why "a library card isn’t a 100% off coupon." Library materials aren't free - we make them freely accessible, because they have already been paid for. It's like the food in your refrigerator - it was purchased at one point, to be consumed at your leisure (or not used and wasted).
Many users believe that the services and materials we provide are free. As all library staff knows, this is a misconception. The services and materials we provide are not free. In fact, they are far from it. Librarians work within a budget and use all money provided to us through taxes, tuition, or other means.
The comments are also interesting.
And something else I'd like to add, in terms of patrons having misconceptions about ownership of library resources: I've heard some patrons say that they're not returning some item, because their tax dollars have paid for it and they want to keep it - and besides, their tax dollars pay my salary so they can tell me what to do.
This too is a misconception. In libraries, there is no translation between one person's tax share and possessive ownership over a portion of the collection. The entire community's taxes are pooled to build a shared community resource, and library staff are paid to maintain a useful collection and ensure all the materials remain available for the entire community.
It seems a little contrary to the library spirit, but I do tend to err on the side of serving the community rather than the individual. It's a fine line to walk, and my library's yes-based policy means we are accommodating in individual situations - but when push comes to shove (which is thankfully rare), I do consider the library a community resource, not a private one.