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


AAA/Posit Science Donates Headaches to Libraries

   February 9th, 2010 Brian Herzog

car wreckIt's always sad when good intentions cause problems. This seems to be the case with a donation Massachusetts libraries are receiving from AAA Southern New England and Posit Science.

Massachusetts is considering requiring older drivers to get retested to keep their driver's license. To help prepare drivers for this possibility, and to help all drivers in general, AAA of Southern New England has partnered with Posit Science, a brain fitness software developer, to provide libraries in the state with $1 million worth of free copies of their DriveSharp software for our patrons to use (read press releases).

Considering the emails and other chatter I've seen on this program, here are some of the things that went wrong:

  • AAA seems to have announced this to its members before mentioning it to libraries, because many libraries are only finding out about this program when their patrons ask for it
  • Libraries are receiving two copies of the software on CD-ROM, and AAA/Posit Science is suggesting we install one on an in-library computer and let one circulate
    • CD is a horrible format for software - I will fight for my fax machine before I lift a finger to save the CD format
    • Most libraries use Deep Freeze or some other software that prevents any data being saved session-to-session; it appears this software is only useful to patrons if their progress is saved
    • Most libraries cannot dedicate one of their public workstations to this software - which is almost required, because if a library installs this on one of their internet workstations, you just know that any time someone comes in to use the software, someone will be on that computer checking their email or something
  • The software is limited by the number of licenses
    • Each library was sent 25 license codes, and the company recommends library staff include one code with the CD each time it gets checked out. There's even a place that says "Librarian: Put license code sticker here"
      • Except they didn't send the license codes printed on stickers - just a sheet of paper with 25 code numbers
      • This means library staff need to pay for the stickers and spend time typing them up
      • And the codes are something like P423ZY78Q which means there is plenty of room for transcription error
    • Putting a sticker on something might not sound like a lot of work, but it is prohibitively labor-intensive for most libraries, not to mention a new layer of complexity having to track this particular CD and apply the sticker every time it circulates
    • And after the 25 codes are used, the CDs become useless unless we contact them for more codes

A $1 million donation is great and incredibly generous - but I'm sure many libraries are just throwing these CDs away instead of deal with the hassle of offering them. I don't know if libraries were consulted beforehand or not, but I doubt it.

A much simpler execution would have been to make this software available online - no CDs to pay for or fuss with, less cost of mailing everything to libraries, and patrons could use it on any computer.

Besides: I know this is a useful free tool, and available to everyone. But, if a tax software company (or any company) sent us a free version of their software on CD and said, "hey, install this on your computers and lend it out to patrons," should we rush to do that?

I don't mean to whine about how complicated it is to be a librarian, but most people don't think about what it takes to offer a whole lot of stuff to a whole lot of people. User Experience needs to be evaluated at every step of the chain, not just the beginning and end. Maybe this was the easiest thing for the company to produce, and maybe it's the best software in the world. However, most end users will never see it, because the middle of the chain - the distribution points (libraries) - don't have the time, staff, expertise or inclination to deal with it.

Bad UX. Sadly, it sounds like much of that $1 million donation was completely wasted.

And of course, since AAA is telling their customers to get this CD at the library, we either deal with the headache of processing and offering it, or the headache of telling patrons we don't have it.

In my library, we decided to circulate one of them and keep the other in reserve in case the first disk is lost or damaged. We're also including the entire list of 25 codes, and asking the patron to cross off the numbers as they use them, instead of messing around with stickers.

UPDATE 2/11/10: I've spoken with both Steven Aldrich from Posit Science and Mary Maguire from AAA Southern New England, and they are both researching some of these issues on their end. Hopefully I'll soon be able to post more information on how the software works and a few circulation models some libraries have found successful.

UPDATE 2/22/10: Steven Aldrich pointed me to a presentation of some models libraries can use to offer this software, as well as how to make it work with programs like Deep Freeze. Very helpful - thank you Steven. Also, check out his blog post for more insight on this program.



Tags: , , , , , , , , , , , , ,



Reference Question of the Week – 9/28/08

   October 4th, 2008 Brian Herzog

Kids in the back of a carSometimes, an innocent reference question has the potential to turn into a multi-million dollar industry.

Late one evening, a man in his early-forties came up to the desk:

Patron: I'm looking for someone to drive my kids.
Me: Um... where to?
Patron: My kids get home from school about 3 o'clock, but wife and I don't get home from work until about 6 o'clock. Most of the activities they want to do (sports, dance lessons, piano lessons, etc.) are after school, but they can't do them because I can't drive them there. I'm looking for someone who can drive my kids to their activities and then bring them home afterwards. Can you give me the number of the group in town that does that?
Me: I don't know of any group that does that specifically. I think most people use nannies or babysitters, or carpools or relatives or neighbors. But I'll check around and email you what I find.

After a little more talking, I learned that he and his family had immigrated here from India a little over a year ago, and so didn't have family in the area and hadn't met many people yet. They couldn't afford to pay a babysitter, especially since the kids were old enough to be home alone, but just not old enough to drive.

I first checked with our Childrens Librarian, as the Childrens Desk usually knows about kid- or mom- or family-related resources in the area. And I was right. She told me that the middle schools in town have buses that move kids between the various schools to get them to school-related after-school activities. Also, she said that high school kids volunteer around town after school, and that perhaps he could find one of them that could drive his children around.

I next checked our Community Information database, which is a listing of social services and non-profit organizations in the area. Most of what I found were child services for low income families or at-risk kids, but there was also a listing for the Chelmsford Mother's Club.

This club is kind of like a support group for new and expectant mothers, so I didn't think it would help him directly. But I linked to the Mother's Club website from CommInfo, and found that they had put together a great resources page. I couldn't tell if any of them could help the patron, but it was a good list to start with.

I emailed these three options to the patron, but haven't yet heard back.

And after thinking about this question for a few days, this really does sound like a business that could make a fortune.



Tags: , , , , , , , , , , ,



Reference Question of the Week – 5/25/08

   May 31st, 2008 Brian Herzog

Money in gas canAs I'm sure you've heard, gas prices are on the rise. Stations around here are still hovering in the $3.90 range, but $4.00/gallon can't be far away. I am sure that's what prompted this week's exchange:

Patron: Can you tell me about, gas prices... and, um... fuel economy... ?
Me: Well, maybe. What kind of information are you looking for?
Patron: C'mon, you know, gas prices, and tips, and stuff. Is it real?

After a bit more of this, I learned that the patron:

  1. received an email forward from a friend with driving tips that claim to save gas, and also a list of gas stations that sell gas made from oil from Middle Eastern countries,
  2. wanted to know if there were real driving tips that could save gas, and,
  3. wanted to see national gas prices and find the cheapest gas in town.

I've seen the gas imports email before, and lately have been seeing and hearing gas saving tips everywhere. We started searching the internet for information about driving tips, and found lots. Here's my attempt at organizing those that look reliable:

Driving Tips To Save Gas

Gas Price Listings

Other Fuel Economy Information

Of course, the best tips are to drive less (by walking, biking or riding public transportation), or buy a more fuel efficient vehicle. None of those were practical options for the patron, so he was pretty happy to get this list when I emailed it to him later that day.



Tags: , , , , , , , , , , , , , , ,



Reference Question of the Week – 3/2/08

   March 8th, 2008 Brian Herzog

damaged Low Clearance signFirst thing one morning, a very pleasant older couple approach me at the desk. The husband asks me (in a Irish accent, which I tremendously enjoyed and won't even try to reproduce in type):

Do you have a book that tells me all the bridge heights between here and Florida?

I felt there was more to this story. After a bit more questioning, I learned that he and his wife bought a new RV, and were leaving next week for Florida. Since buying it, though, he'd started to notice signs everywhere he drives indicating the clearance under bridges. To prepare for their road trip, he wanted a book that will help him plan a route that won't take him under any bridge that is too low for their RV.

We did not have any book that gave this information. One possibility, I thought, was to check our various road atlases to see if they might indicate this. None of them did.

I thought the best bet would be to contact AAA, but first, I tried an internet search for interstate bridge clearance site:.gov. This led us to a U.S. Dept. of Transportation Federal Highway Administration memo on vertical clearances of the Interstate System.

Although not a strict specification, the memo did state that most interstate minimum clearances are 4.9 meters, with some being 4.3 meters.

Patron: Meters? We came to America to get away from the metric system. What's that in feet?

Convert 4.9 meters to feet yields approximately 16 feet, and 4.3 meters = ~14 feet.

This made the patron happy, as his RV is 13 feet high. I still felt I needed to give him more, so I asked if they minded waiting while I called AAA. I often call outside resources who are likely to give an expert answer on something, and luckily in this case I am an AAA member.

I looked up the local AAA office in the phone book, and the first person I spoke to said enthusiastically that yes, AAA's TripTik department does have this information, and he transferred me to them. But surprisingly, when I explained what I was looking for to the TripTik operator, she said they did not have this information.

She did have some advice, though - avoid Parkways. These roads, such as the Merritt Parkway (CT) and the Garden State Parkway (NJ), are designed for smaller, non-commercial-sized vehicles, and often have lower under-structure clearances - especially toll booths. Huh.

I think this bit of information jogged her memory, because she then said that yes, AAA does publish a book with this information. It's called the AAA Truck & RV Road Atlas (Amazon is the only listing I could find), and is available at any AAA office.

I relayed this information to the patron, and he was delighted. He was a brand new AAA member, and was happy to have a reason to go use his membership. The AAA woman said the book retails at about $22.95, but is discounted for AAA members at the local offices. My library does not have one, so I might have to add it to the collection.



Tags: , , , , , , , , , , ,



I [heart] Audiobooks, Side 1

   November 29th, 2007 Brian Herzog

Audiobook imageFor Thanksgiving, I drove from Massachusetts to my hometown in Ohio. It's about a 12-hour drive, each way, and I found that 12 hours in the car means different things to different people.

Most people reacted with, "ugh, that sounds miserable" or "I could never sit in the car that long."

I suppose I am lucky that I am an excellent sitter, but I also don't mind driving distances like that at all. I enjoy traveling and seeing the country (though it is unfortunate that not much can be seen at 80 65 mph). But this trip also meant 24 hours of audiobooks.

For this trip, I listened to The Subtle Knife and The Amber Spyglass by Philip Pullman, and also Washington Schlepped Here, by Christopher Buckley. The last one was kind of walking tour of Washington, D.C., with history, humor and current politics all blended together, and the first two are the two books that come after Philip Pullman's The Golden Compass. I was thoroughly entertained for the entire trip, and although I didn't know much about The Golden Compass before, now I'm really looking forward to the movie.

But do you know what I like best about audiobooks?


This post is continued at this point on the other side of this blog

audio book, audio books, audiobook, audiobooks, driving, traveling



Tags: , , , , ,