December 14th, 2010 Brian Herzog
One question I get asked all the time, by patrons who were attracted by one of our book displays and then spent a few minutes looking at all the books, is, "can these books be checked out?"
The answer is of course yes (that's why we put them on display). I don't actually mind answering the question, but any time I'm repeatedly asked the same question, I think there has got to be a better way to communicate the answer.
Signs are always the first option, but signs can go wrong quickly.
Then it struck me to use the same trick that restaurateurs and buskers use - you know when you see a tip jar with money already in it, you're more likely to put some in yourself versus a jar with nothing in it?
To translate this theory to book displays, we could start using dollar bills as bookmarks in display books, but I thought a better idea would be to always leave one of the display stands empty. It's subtle and non-verbal, but if someone sees that someone else has already checked out one of the books from the display, it might communicate to them that it's okay for them to check one out, too. Which is what we want them to know, especially if no staff person is around for them to ask.
I did this on all the displays around the Reference desk last week, and I'm waiting to see if anyone asks about checking out a display book. Usually it happens a couple times a week - so far so good.
What do other people do to let patrons know it's okay to check out display books?
Tags: book, Books, communicating, communication, display, displays, libraries, Library, public, sign, signs
October 21st, 2010 Brian Herzog
At NELA2010 on Monday, I got to see Ethan Zuckerman speak again. I blogged his "The Internet is NOT Flat" talk two years ago, and although this year he spoke on the same theme, he is dynamic enough to always be both interesting and energizing.
His goal is to broaden people's view of the world, to get us thinking globally as well as locally. Something new in his talk this year was the concept of "bridge figures" - those people in an organization or community that serve as "bridges" between cultures, nations, people, departments, groups, ideas, etc.
These people are valuable because they can make connections others can't, and can move projects forward in new ways via collaborations. They are usually found in the "structural holes" in organizations - the positions that aren't explicitly defined, or the spots where many otherwise divergent areas overlap.
Because of their unique place, they can see things from multiple points of view, see how something will affect different groups, and see what skills each of the different groups can contribute to a situation. They are less susceptible to homophily than most of us (who tend to exist in [and not think beyond] our own social group, department, organization, etc.), and so are better able to develop solutions that address the concerns of all the stakeholders involved.
Libraries often serve this role in general. But can you think of any Bridge Figures within your library?
August 12th, 2010 Brian Herzog
I'm not sure what got me on this, but all week I've been thinking about the language library staff use with patrons, and what we're able to convey beyond the actual words we use.
I'm sure I learned about this in various customer service workshops in the past, and I'm also sure there's a name for it, but I can't remember what it is. It seems to be most relevant when there is a problem or staff has to correct a patron for violating a policy - in those cases, the words we use can go a long way to either help diffuse or inflame the situation. Here are a couple examples of what I'm talking about:
Example 1: A patron asks for help locating a book that the computer says is Checked In, but when the staff person goes to the shelf with the patron, the book isn't there.
- Staff Response A: "It looks like someone put the book in the wrong place; let's go back to the desk and request it from another library."
- Staff Response B: "It should be right here, but is definitely missing; let's go back to the desk and request it from another library."
Example 2: A patron walks by the desk eating a hamburger, which violates the library's no-food policy.
- Staff Response A: "They don't allow food in the library, you'll have to throw that away."
- Staff Response B: "Could you please finish your meal outside before you come into the library?"
Example 3: The computer a patron is using is extremely slow.
- Staff Response A: "Yeah, these computers are really old, so you'll just have to wait."
- Staff Response B: "I'm not sure what the problem is, but you're welcome to move to a different computer or I can reboot this one for you."
Alright, these aren't great examples, but here's my point: in all the Response A's, the patron is getting the message that someone is to blame, whereas the Response B's provide the patron with a solution without any passive-aggressiveness.
This is probably a major sociological interpersonal communication issue - whether it's better to give someone a neutral third-party "they" to focus their displeasure upon, or to dissipate the anger by working on a solution rather than assigning blame. I suppose it varies depending on the level of emotion involved, but I personally prefer the Response B approach, because it addresses the cause of the problem, rather than symptoms.
Let's have a contest!
Since I can't remember what this type of phrasing is called, I can't look up examples or tips on implementing it. So I was hoping that other library staff could suggest some common patron interactions, and some good wording to handle the situations.
I posted this as a question on Unshelved Answers, and whichever answer there gets the most votes over there will win a copy of The Librarian's Book of Lists, by George M. Eberhart. It's an interesting book, and not just because it includes my list of 10 Patron Pet Peeves.
Even if you're not interested in the contest, please do post any wording suggestions you have - I'm really interested in the subtleties of language (like the difference between "yes, but..." and "yes, and..."), and this is something that can be practically useful to a lot of people. Thanks.
Update 8/20/10: Congratulations to Jeff from Gather No Dust - his suggestion got the most votes, so he wins the book. Thanks to everyone, and be sure to check out the suggestions at Unshelved Answers.
October 17th, 2009 Brian Herzog
Instead of a reference question this week, here's a good example of another question-of-the-week service:
The Seattle Public Library has a regular feature on the website of a local paper, the Seattle Post-Intelligencer. It's titled Shelf Talk, and in addition to general library content, it also features interesting reference questions (and their answers).
I think it's a great idea for libraries to have regular columns in the paper, in addition to events listings. It's not only entertaining and informative, but also promotes the library's reference service, subtly reminding people they can get help with tough questions at the library. And not surprisingly, Seattle is doing an excellent job of it.
July 14th, 2009 Brian Herzog
A couple of weeks ago, the director of the Wadleigh Memorial Library in New Hampshire wrote me with this question (I'm paraphrasing):
We have an intern for the summer, and she's started a blog about her work at the library. However, the next thing I knew, there was a link to her blog from the library's homepage (it's since been removed). While I like the idea of the public getting a bird's eye view of what we do at the library, I have to think of worst case scenario....
I couldn't find your blog linked from CPL's website, but you do publicly announce on your blog where you work. Does CPL have any policies in place about staff blogs? Have you ever had anything you've written come back to bite the library?...
This is a very interesting question. Something I wrote once did come back to bite, and the Town, the Library and I were all threatened with a lawsuit. That prompted a discussion between my director and me about separating library and personal, although no written policy ever came of it. But in general, here are the blogging guidelines that I follow:
- Nothing written can be unwritten - think before you publish
- Get permission before using names, and be vague when referring to people otherwise
- Personal website has a disclaimer disassociating the library/town from me
Which is basic, I know, but since it's a personal website done on personal time, there's not much keeping me from doing whatever I want - other than common sense, experience, and goodwill towards the library. Since most of what goes on in libraries is public record anyway, pretty much everything I do at work is fair game, so long as I don't break the law or violate patron privacy.
Even still, it might be a good idea for libraries to create some sort of guidelines for staff who publicly use the library's name online. I don't think libraries can force people to do or not do most things (aside from using library resources and time), but basic guidelines might help a well-meaning library employee avoid awkward situations they might not have otherwise considered.
A few resources for these guidelines are:
It's a great idea for library employees to share their work with the public (and other librarians). Especially if the library is going to link to that personal blog from the library's website (in which case, the library might be entitled to more control over the content of that personal blog). If no employee is doing this on their personal blog, the library's blog itself could occasionally spotlight behind-the-scenes activities in the library.
I guess the bottom line is that people are still discovering Web 2.0, so there's a lot of inexperience and new situations out there. Libraries shouldn't try to prevent their employees from participating, but instead can assist them in doing it well (remember 23 Things?).
After our email discussion and speaking with library Trustees, the Wadleigh Library decided to put the link to their intern's blog back on their homepage, which was good news. So if you're looking for a model on how to do this, check out Lexi the Intern's blog - she's doing a great job.
Tags: blogs, communication, libraries, Library, Personal, Policies, policy, public, social networking, social software, web 2.0, Websites
February 3rd, 2009 Brian Herzog
Before and since the Obama Administration moved into the White House, there's been much talk about how Obama was using technology, really using it properly, to get things done.
These ranged from his change.gov and recovery.gov websites to the Blackberry battle to tech problems in the White House to Obama's Technology Agenda to the newly revamped White House website and blog.
I subscribed to the White House blog's rss feed on 1/20. In addition to reading the posts, I also paid attention to how many other subscribers there were. At the end of the first week, there were about 800 subscribers in Bloglines, and about 3,000 in Google Reader. As of 2/2, it's up to 1,100+ Bloglines and 16,000+ Google Reader.
This is out of a country of 300 million people - I'm surprised it's so low*.
I think it's great that the government is putting effort into reaching people in new ways, so people can get the information the way they want to be reached. But at what point does it become worth it? These numbers don't take into account people that use other rss readers or actually visit the website, but they do seem low.
Regardless, leading by example is a good thing - if the White House is taking bloggery seriously, then perhaps other parts of the government will also be making information available quicker and easier via technology. The Library of Congress blog predates Obama (191 Blogline/241 Google Reader subscribers), and it has a flickr stream too (~90/226 subscribers). Also, iLibrarian recently pointed to a recap of the Best Government Uses of Web Technology, and that's interesting reading.
These web 2.0 communication channels are now an integrated fact of life for many people, so it makes me feel better that our government is deliberately addressing it instead of trying to ignore it.
*My library's blog
isn't much better - out a of a town of about 32,000, we've got 3 Bloglines and 4 Google Reader subscribers (we average over 700 page visits a month).
Tags: 2.0, blogs, communication, government, government 2.0, information, libraries, Library, obama, public, Technology, web 2.0