If you haven't seen it already, please take a minute to check out Jessamyn's picture-laden post on some really great ideas currently happening in the library world.
I point to her post because I had a couple of these in my to-blog folder, but, not surprisingly, she hits the important points much more concisely than I would (but I'll add my two cents anyway).
The Awesome Box This idea circulated around my library a few weeks ago, and we all agreed it indeed is an awesome idea, and we want to make it happen here. We're in the (early) process of adding an Awesome Box to our circulation desk, and once it's there, I'll update people on patrons' reactions (which I am very curious to see).
Blind Date With a Book Another good idea that was new-to-me recently (around St. Valentine's Day), was a lot of libraries doing "blind date with a book." The idea is for staff to choose good books, and then wrap them so patrons don't know what it is. Some libraries put a little information on the cover, but basically the point is for the patron to read this book blind (so to speak) - and, hopefully, enjoy something they may not have otherwise checked out. (By the way, this wasn't in Jessamyn's post, but I like it anyway.)
I have also been collecting links about "Next Generation Libraries" - you know, the bookless type that are nothing but rows and rows of computers and the collection is all ebooks. Here's a few I've bookmarked:
I'm certainly not a Luddite (well...) and generally don't shy away from evolution and change, but this picture really bothered me:
My library has rows of public computers too, but this picture makes these terminals (and the library overall) look so cold and isolating - not to mention the stools look designed to be uncomfortable and unwelcoming.
But anyone can pick out the pros and cons of a particular instance of a trend, so I decided to focus on what my library would be like if we went bookless.
I started with the obvious: maintaining access to information, which is a core library mission. The current state of ebooks is barely tolerable, primarily because not all ebooks are available to libraries. Which means we'd probably need to purchase ebooks as a consumer and load them on physical devices (which itself is not exactly a model made for libraries).
Anyway, if we were going to be providing devices, and expected to maintain our same level of service and circulation, the number of devices we'd need to purchase depended on our circulation. A one-day snapshot showed that we had 3,142 patrons with at least one item checked out.
That number is kind of sobering, and leads me to think that there is no realistic way we could afford to make this switch and still provide our patrons with access to all the titles they want to read, watch, and listen to. I'm certainly not denying the trend, nor the success that some libraries have had with a bookless model, but it doesn't seem like we'd be able to accomplish this any time soon.
One common question at the reference desk is a patron asking for a specific book by describing the cover - they don't remember the title or author, but know it was "kind of red, with an airplane or a submarine, and maybe something like a roundish square type thing."
Being librarians, we take whatever information the patron can provide and do our best. I know many people dread this type of question (because it's often just impossible), but I sort of enjoy them. Since the expectation of success is so low to begin with, it's a fun challenge, and finding the right book is all the better for it.
In this case, the patron was actually a coworker of mine - she had taken her niece to a different library, and was trying to re-locate a book her niece had picked out and loved, to see if the author had any others. But all she could remember was that it was a newish kids book with a girl holding a duck on the cover.
I first went to Amazon's advanced search with this question. My keyword search was for "girl duck," limit to Condition=New, Format=Printed Books, Pub date after November 2012, and then submitted individual searches for each of the different kid ages one at a time. None of the searches has a likely-looking cover, so I decided to just use "duck" as my keyword (thinking that if a duck is on the cover it must be the important part of the story). I also dropped the idea of using the age limiter in favor of the Subject option limited to Children's Books.
In that search, result #10 looked promising. I called my coworker over to check, and she was excited - the book she'd seen with her niece was indeed Lulu: Lulu and the Duck in the Park (Book 1), by Hilary McKay and Priscilla Lamont*.
Awesome. But then I started to wonder - was Amazon the best tool for this question? There is no really good "look up a book by cover" resource out there, although I would love there to be. LibraryThing started down this road with CoverGuess. The genius of their approach was to gamify the data entry part of tagging cover art, but I don't think a searchable interface has ever been created.
Anyway, out of curiosity I decided to run the same search process in Novelist and the library catalog, to see if I could have successfully located the book with those tools.
Novelist's advanced search is more complex than Amazon's - I used "girl duck" as a keyword, limited to Audience = 0-8 Years, and Publication Date from = November 2012:
In my library's catalog's advanced search, I used "duck" as the keyword, limited to Format = Books, Audience = Kids, and Publication Year after 2011:
And now the results - each one has the number next to it indicating how far down this book was in the search results:
In all cases it was findable, but Novelist ranked it the highest with the fewest search limiters. However, since Novelist is a subscription database, getting to the search interface is a much more cumbersome process than using Amazon. The library catalog is easy to get to and the search interface is reasonable, but burying the book at #55 is bad because many people give up log before the sixth page of search results (thanks for that, Google).
Something else I noticed, and what I think is another strike against the library catalog, was the various sizes of the cover images. Comparatively, the library catalog's cover thumbnail is tiny, and because of this it's not really evident that the girl is holding a duck. Since that's all I had to go on with this search, if I had started with the library catalog, I probably would have missed this book entirely. I don't know why the thumbnails are as small as they are, but it seems the catalog would be improved by making them almost twice the size they are now.
So there you go, my curiosity was sated. Anyone else have a favorite method for finding books by cover descriptions?
*I don't know why Amazon has the publication date as September 2013, since the other library apparently had it cataloged and on their shelf. Ah, sweet mysteries of life.
I'm hoping someone can help with a solution to this. A librarian in Florida emailed me with this situation:
I recently ran across Google's "phone verification" for Gmail account creation. Essentially, our computers have been used to create Gmail accounts enough times that patrons are now asked to provide a working cell phone number when creating a new account - one that they can use to retrieve a passcode within minutes and one that hasn't already been used to verify accounts too many times (so I can't just give them the library's number).
This is just not an option for a good number of our patrons - they either don't have a phone or their phone is out of minutes or they're saving the minutes they have for job call-backs. Mind you, the library is often their only source of internet access and an e-mail address is often required to apply online for jobs, social services, unemployment benefits, etc.
The only solution I know of is to recommend Yahoo or a similar non-Google number. Have you heard of a way around this (eg. a Google-provided rotating list of phone numbers just for librarians to use) - or baring that, a petition I could sign regarding this issue?
We haven't encountered this in my library, but Yahoo is still the go-to for free email accounts. Has anyone else had this happened to them, and hopefully found a solution to it? Thanks.
Update 11/28/12: Based on the first couple comments, I wanted to clarify what we're talking about here. It's not just logging into an existing account (I have no cellphone, so I always skip that by just clicking the "Continue" button) - it's when you create a new account. After you create a username and password and other fields required during signup, you see the following screen:
That's the problem - patron's don't have their own phones, or enough minutes, to receive this verification, and the library phone has been used to verify too many times so now it's blocked. On Google's Verifying your account via SMS or Voice Call info page, among other things they say:
Signing up without a phone
If you don't have a phone, you can use a friend's number to request the code via text message or voice call...
Maximum number of accounts reached
If you see the error message, "This phone number has already created the maximum number of accounts," you'll have to use a different number. In an effort to protect our users from abuse, we limit the number of accounts each phone number can create.
Both of which really back certain patrons (and librarians) into a corner. What is a patron to do?
However, other librarians in my consortium have watched it, and it looks like there's some good stuff in there. Most interesting to me is the "one-click download" requiring no software installation or activation. That's huge. Apparently that component isn't quite ready yet, but should make our patrons lives (and therefore our lives) much, much, much easier.
When someone clicks that green "Buy It Now," a windows pops up with a list of stores (click for bigger):
Pardon my French, but I fucking hate this. There's been conflicting reports about whether this "Buy It Now" button is optional or not, but I sincerely hope it can be turned off.
Certainly there's an argument to be made for it: if publishers know libraries are going to directly be driving customers to them, they might be more inclined to actually deal with libraries. There's also the convenience to the patrons who don't want to wait for the library's copy to be returned, and can afford to just go buy it themselves.
This seems wrong to me. It makes libraries Overdrive's bitches, because now we're drumming up retail business by preying on immediate gratification. Which is absolutely idiotic, because technologically there is no reason anyone should ever have to wait for an ebook. Implementing this feature just encourages the backward-thinking currently gripping the ebook world as they try to cling to past revenue models.
What would be awesome is if the patrons were given the option of buying a copy for the library. They get it first, then they can donate it to the library for others to use, if they want.
There's also the line that libraries will be getting a kickback from such sales, in the form of Overdrive credit. This is a complete non-starter for me, so I won't even address the idea of libraries profiting from our shortcomings.
But speaking of revenue streams, it looks like the new Overdrive interface also prominently features banner ads - here's the BPL's advanced search page (click for bigger):
Notice the two "Advertisement" right under the black menu bar? Sigh.
But I don't want to be all doom and gloom. In all fairness, I haven't seen the webinar and don't know a lot of the facts - this is just all from using BPL's site. When I called BPL, they were much more positive than I felt. The "Buy It Now" button was initially a little jarring for them, but they've had no problems or complaints, and do see credits quarterly, which shows patrons have no qualms about using it.
I am also not sure what other new features are included in the new interface, but since Mike Lovett of Overdrive was so encouraging in his comments last time, I'm hopeful the good outweighs the bad (or better yet, all of the "bad" is opt-in).
Just about everyone who works in a library is a de facto tech support person - whether it be for your own work station, or helping a coworker or patron. So instead of an normal reference question, hopefully this post will help in answering reference questions.
10. Disable Crap You Don't Need.
Helpful in the way they intend, but also relevant in patron support in terms of "focus on one aspect of the problem." For instance, if a patron says, "I can't download books from Overdrive," you have to go through a mental checklist every single time: is their computer connected to the internet, are they getting to the Overdrive catalog, are they checking out the book properly, is their any kind of block on their account, are they getting the right format for their device, etc. By ignoring extraneous details and deliberately going through the process, you can usually fairly quickly identify whatever the problem may be (fixing it, on the other hand, is a different matter).
8. Talk It Out with a Troubleshooting Buddy
This is good for any type of reference question - if you get stuck, ask a coworker. Any two people will probably approach a question differently, and someone else might think of something you haven't. Relying on colleagues is a great way to provide excellent customer service (well, provided you have excellent colleagues).
7. Make Sure It's Not Just You
I actually use downforeveryone.com frequently (and am always oddly delighted when I find someone else who does too). Patrons seem to be less upset about not being able to get into their email if you can show them that the problem seems to be with their email provider, not the library's network.
3. Use Alternative Search Engines When Looking for Help
Definitely. It's good to be come very familiar with your standard tools, but don't be locked into them. And not just search engines - remember to use the library's print resources, databases, vertical file, local resources, etc, when looking for an answer.
2. Hit Up Helpful Q&A Web Sites
I do this all the time, both for answering patron questions and IT support within the library. Patrons think up some pretty weird things, but chances are someone else on the internet has already figured that weird thing out. Look for help forums, and don't be afraid to interact on them. And tell the patron you've asked their question, just to give them a heads-up that the answer might not be immediately forthcoming. Also, any time I get a strange error code, or try to do something slightly counter-intuitive (like read Kindle books on an iPad), searching web forums is a quick way to pick the internet's collective brain. Likewise, calling other libraries, relevant organizations, or real-life experts can be a good idea, too.
This applies to so many things - from literally restarting a frozen public workstation to taking a fresh tack on a difficult problem. Turn it off and turn it back on again is the #1 suggestion for a reason - and why Roy always answers the phone that way: