or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk

Reference Question of the Week ¦ 3/30/14

   April 5th, 2014 Brian Herzog

clockmakerA question this week reminded me of another one of my library pet peeves - which is, when a patron asks for something very specific and slightly esoteric, and you're able to put the exact thing they asked for in their hands, and then they look at you and say, "no, that's not what I'm looking for."

A girl who was in the fifth grade, her mom, and her little brother came up to the desk. The kids then almost immediately wandered away, so the mom asked me to help her find information on Simon Aaron for her daughter's report.

I had never heard of this person, so I asked who it was as I typed in his name to the catalog. The mom said he was a colonial clockmaker, but since she was going off something her daughter had written down, she wasn't complete sure of the details.

Nothing came up for Simon Aaron, so I tried searching for clockmarker information at the same time the mom noticed that "Willard" was written on the paper too. So was that Simon Aaron Willard? Or someone named Simon and another man named Aaron Willard? Neither of us knew.

It turned out to be that Simon Willard was a colonial clockmaker, and Aaron Willard, his brother, was also a clockmaker. They both lived in Massachusetts, but since I'd never been asked by a student about this particular person (the schools do a biography project every year, so we get this type of question repeatedly), I was skeptical that we'd be able to find much about him.

However, the first search result seemed like exactly the right thing: a book titled A history of Simon Willard, inventor and clockmaker. Unfortunately it was in our Local History Room, which meant they couldn't check it out, but of course she could take notes and photocopy important information.

The mom was happy, and she called her daughter over (away from a computer she was using), and I took them to the find the book. Granted, a book from the Local History Room probably doesn't look too exciting to an eleven year old, but if felt like treasure to me. I pulled it off the shelf and handed it to the girl, showing her the title so she could see this was a book all about the person she was researching. She flipped through a few pages and said,

No, that's not what I'm looking for.

Ugh. Too many words, and what she wanted were pictures. This book actually had quite a few illustrations, so I left it with them to look at the pictures it did have while I went back to the desk to keep looking.

I tried variations on his name, colonial craftsman, and clockmakers, and did find one book that had photographs of his clocks, so I got that and came back to the desk.

It was at this time that the brother came up and said YouTube wasn't working, so I fixed that for him.

I went back over to the mom and daughter, who said they couldn't find anything useful in the first book. What the daughter wanted was photographs of his workshop - but the inside of his workshop, not the outside (which were in the book). And so, since they were looking for details of the workshop, the second book I found, which was just about the clocks themselves, was also useless.

The girl went back to the computer to search online, and I went back to the stacks - looking in 973.2 and 681.1, hoping to find a general book on making clocks or colonial life that might have more illustrations of tools. No luck.

So I tried the databases. Biography in Context had a nice article about him, but it was just text. I showed it to the girl, still thinking it might help with her report, but no, she didn't want information about him, just pictures. She had found a book at another library title The craft of the clockmaker, so I helped her request it. She handed me the book from the Local History Room since she didn't need it, and just in case they missed something, I flipped through it slowly, looking at every illustration.

Halfway through the book I found a line drawing of Simon Willard's workbench and vice. That seemed useful, so I showed it to the daughter and mom, and still the girl wasn't impressed. She needed pictures she said. However, after I explained that cameras hadn't been invented yet, she was willing to photocopy the illustration.

That made me feel a little less useless, and also steeled me for implementing My Last Resort: going to the Children's Room.

I again just used the tactic of browsing the shelves for the Dewey numbers 681.1 and 973.2, and found about five promising books about colonial craftsmen. I took them back downstairs and gave them to the girl, explaining they may have useful illustrations of tools and clockmakers. Kids books are much more visually-engaging, and when I left she was flipping through them with interest. I was only a few steps away when I heard her say, "oh, clockmaker!"

About ten minutes later she walked by carrying two of the books, saying she was going to make more photocopies.

This whole interaction took about 30 minutes (on a slow Friday afternoon), and I think they managed to find enough for her project. They came back up to the desk before they left, to bring the books back and to thank me, and they all seemed like they were in a good mood after a productive library visit. At least, I hope so.

Bringing Library Policy In Line With State Laws

   April 1st, 2014 Brian Herzog

shushactionfigureMy library probably updates its policies as frequently as most libraries - that is, when something happens that absolutely necessitates it. Not too long ago, a patron had a question about our privacy policy, and it turns out ours dated to 2003.

But more recently, a post on the Massachusetts Law Updates blog caught my eye - it was titled You can get jail time for making noise in a Massachusetts library.

Turns out, Massachusetts General Law chapter 272, section 41 states:

Whoever wilfully disturbs persons assembled in a public library, or a reading room connected therewith, by making a noise or in any other manner during the time when such library or reading room is open to the public shall be punished as provided in the preceding section.

And the punishment from the preceding section was eye-opening:

...imprisonment for not more than thirty days or by a fine of not more than one hundred dollars, or both...

We had no idea this law existed. However, at their meeting last night, our Trustees voted to change our Acceptable Library Behavior policy to reflect this law. They felt having a policy not in line with an existing law was legally-indefensible, so we'd be leaving the library open to litigation.

So from now on, any patron who "wilfully disturbs persons" in my library is going to jail.

Reference Question of the Week ¦ 2/23/14

   March 29th, 2014 Brian Herzog

portable dvd playerAn email question was waiting for me when I got to work Friday morning:

I'm not sure this falls under reference, but we are going on a long family car trip and I was wondering if the library had and lends out portable dvd players for kids to watch in the car? Thank you for any information.

Of course, I think everything falls under reference, so I thought this was a good question. However, I knew right off that we don't have any portable DVD players like this - although it sounds like a perfectly reasonable thing for a library circulate.

We share our Evergreen catalog with 35 other libraries, so it was easy of me to find out if any nearby libraries did in fact have them. Very easy, in fact - our catalog offers an "Equipment/Toys" Item Type limiter, and a search for "dvd player" with that limiter produced six matches.

Although not all were perfect matches. I read through the catalog records to make sure they were portable DVD players with a screen, not the kind you connect to your television. Some of the records contained model numbers, which made this verification easy.

I noticed though, that none of the records contained "policy" information - like, could non-residents borrow them, how long do they circulate, etc. A call to the owning library quickly answer that question. Oh, that was the other great thing - the owning library was just two towns over from us. Yay, Groton Library!

My email back to the patron explained that I had found some nearby, but that she'd have to go there to pick them up. I wasn't sure when she was leaving, so I sent her their website, directions, and hours, as well as their phone number in case she questions about the devices. I never got a reply, so I hope that helped her out and they have a good trip.

More about the Equipment/Toys limiter, and what lies within

I've known about the Equipment/Toys limiter since it was implemented, but really don't use it very often (this might be my second time, in fact). So I got curious just what other "equipment/toys" libraries in our consortium offer. Evergreen allows "termless" search, and doing that returned 575 total results - here are the results for different keyword searches:

Skimming these records felt like I was going through the library's basement - all the unusual stuff we don't use often ends up here. I'm guessing a lot of it is in-library-use-only, but still, I found this very interesting to see what other libraries offer.

Bookopotamus: Audiobook Trivia App

   March 27th, 2014 Brian Herzog

BookopotamusI just heard about this this week, from a coworker who heard about it at PLA - Findaway World (the company who makes Playaways) has a free app that uses audiobooks to test your book knowledge. It's called Bookopotamus.

It's pretty neat - it's multiple choice trivia, with book titles as your options. Each question is a quote from an audiobook (which the app reads aloud), and then you tap the title of the book that the quote is from. The earlier you answer the higher you score:


Not only is it a free app (Apple, Google), but it's also billed as "A Fun Way to Donate to Literacy"

We are excited to introduce you to Bookopotamus, our new audiobook trivia app! When you download the app and play, we’ll donate Playaways to children’s literacy through First Book!

More information at School Library Journal and Facebook. Pretty neat, for those of you space-age people with them cellular telephones.

Reference Question of the Week ¦ 3/16/14

   March 22nd, 2014 Brian Herzog

stuffed duckThis question came in awhile ago, through the library's website reference question form. It's sort of odd, and it seems like there's a good chance that other libraries have gotten the same thing.

Subject: Help finding stuffed duck

I am looking for a specific stuffed animal duck. It's an old duck. The one I have was purchased from a Roses department store in Albany, Georgia in April of 1988. I wore the tag off years ago, so I have no idea what brand it is. I spoke with someone who worked for Roses, and he said that during that time the two biggest companies they bought stuffed animals from were Chosun & Dan Dee, so it may be one of those.

I found a couple of websites that have forums where you post looking for certain stuffed animals (Ghost of the Doll and Lost my Lovey), but I have had no luck. I spend hours scouring eBay and the like, but still no luck.

I guess my question at this point is - where do I go from here? It is unsurprisingly but frustratingly difficult to find a 25 year old stuffed animal with nothing to go on except the location of the purchase and a possible (though not necessarily probable) brand name.

Here is a picture of what the duck looked like new:

At this point I would be willing to pay nearly any sum of money to get my

hands on another duck like this. Any advice would be greatly appreciated!

Since there was an image of the duck online, the first thing I did was a reverse image search. Everything that came up were forums and other places that this same patron had already posted this question online - some as far back as 2008.

Huh. So next I searched our patron database for the name, email, etc, and sure enough, she wasn't there. I'm guessing this person submits this question everywhere she can find - maybe other libraries too - in the hopes of getting lucky.

I read some of the advice posted in response to her various questions, and I couldn't come up with anything better. It seems like either she'll get lucky and find one for sale on eBay or Craigslist, or else she could have one custom-made. But finding the manufacturer's name seems like an incredible long-shot, not to mention that company still being in business or having more of these ducks.

However, there's always hope - reference librarians are nothing if not perpetual optimists.

Some Highlights from #PLA2014

   March 20th, 2014 Brian Herzog

pla2014It's been a long week already, and I'm still getting caught up. But for anyone interested, here are some of the highlights I took away from PLA2014 last week in Indianapolis. Well, besides that it was a great conference and I got to meet a lot of neat people.

Handout and slides for the programs are available on the conference website - search or scroll to find the program, and then they're available on the right in multiple formats.

Website Tips

  • instead of doing one grand website redesign every five or so years, and keeping things frozen in between, use the iterative design process (like Amazon, Yahoo, etc): always be making little changes to improve the website. Don't make changes just to change things, but don't be afraid to make minor improvements any time, instead of waiting for years
  • perform a content audit to identify your site's important content, organize it, and then build your site's navigation and design around that
  • break up webpages and avoid big blocks of text - use headings, vary paragraph lengths, make bulleted lists, and use line-spacing of 1.5
  • avoid passive voice, use "we/you/us," instead of "patrons" and "the library"
  • 50% of the content on most websites is never used - focus on search, hours, locations, events, and contact information, and use newsletters to distribute other content
  • When it comes to CMSs, ExpressionEngine, although not free, is definitely worth a look - it's powerful but can be made to be easy to use

Engaging Patrons and the Community

  • look at the expertise of your staff (professional strengths and personal interests), and then grow that by sending them to outside groups - if you have someone interested in craft beers, have them join a craft beer group and have them be a resource/library liaison, and grow them into "community specialists"
  • if you have a problem/opportunity in the library, use that as a hiring guideline for the future. For example, if your library has a problem with rowdy teens, seek out a YA librarian who is great at teen programming; if you have high mystery circulation, hire someone who can do great mystery readers advisory
  • use technology to free up staff time - get self-checks to allow circ staff to spend more time helping
  • train volunteers to run programs and offer services staff can't (tech drop-in times, in-depth genealogy research, etc)
  • if you want to attract a certain demographic (20/30 year olds), tailor programming and marketing to them. Don't advertise a program as "for 20 and 30 year olds," just advertise it where they're likely to see it - flyers in pubs, gyms, coffee houses, day care centers, and engage them in social media. Also, focus on programs that would interest them and fit into their schedule: retro-movies or popular television marathons (Big Bang Theory) on Friday nights, adult craft time (like LifeHacker or MAKE Magazine - and even suggest they bring their own supplies), "intergenerational storytime" (having Darth Vader read to kids)
  • reach out to the business community: go to chamber of commerce or business association meetings, give presentations on how they can benefit from databases, hold programs that support and highlight them

Vendor Highlights

I spent a lot of time in the vendor hall this year, and learned about some neat new things:

  • 3M self-checks can integrate with NoveList Select, which means you can print reading suggestions on receipts based on what patrons are checking out. This is awesome, and I wish it worked with our regular ILS receipts. Requirements are a 3M self-check (with a Windows 7 computer), NoveList Select subscription, they recommend a 19" monitor, and after the first year the integration costs $249 (from 3M)
  • Envisionware LPT:One integrates with PrinterOn for print-from-anywhere service. We have both of these products, LPT:One for our public printing in the library and PrinterOn for allowing patrons to print to the library from home, but right now they are separate. This integration means print-from-home jobs can show up right in the normal print queue, so patrons don't have to have staff release their print jobs for them
  • I know I've seen this before, but the idea of StackMap.com is great - putting a "Find It" button in your catalog next to the call number, and showing patrons a floor map to help them find their item in the building. This is something else I wish was just a natural part of library catalogs
  • An update to people counter technology - at least to me - was SenSource, which has equipment cooler than just the electronic eye by the front door. They have that, but a few fancy twists I learned about were:
    • a wifi-enabled sensor, which doesn't need to be hard-wired into the network. This will allow putting sensors just about anywhere your wifi network reaches, and also can be networked between different buildings, and can be monitored all from one central location
    • a thermal sensor, which doesn't just count the number of times a beam is broken, but actually counts the heat signatures of people passing below it. Theoretically, this should be much more accurate
    • an "active" sensor, which is really a video camera (pointed straight down from the ceiling). Their software can then detect and count shapes, and is even sensitive enough to differentiate tall from short people, to get a rough adults-to-kids ratio. Another feature is "audit" mode, which allows staff to go back and review the video, and count people manually, so verify the software's count is accurate. The salesman did say that since this camera is pointed straight down, it's really not useful as a security camera, but I thought it was pretty neat anyway

One negative about this conference was that so many of the sessions were packed-full, and people were getting locked-out of things they wanted to see. I know it's hard to anticipate what will be the big draw, but it's still frustrating not to go to something you really want to see.

Whew. It's hard to recap an entire conference, because many of the most valuable conversations were those in the hall between sessions, or over lunch, or even in the elevator. But I hope this is helpful - another tip is that Indianapolis is a really nice city.