George and Joan

The ASCLA Presidents program features John Frye Williams and George Needham. The theme of their presentation was “Revitalizing the Library Experience.” They focused on how to provide the customer with the service they need. Here are some nuggets of information.

As Librarians we tend to focus on what we do in the library and not on What the Customer needs or wants. Instead we should always focus on the customer and what they need, what they want, and ask ourselves, do we know them?

We value the privacy of our patrons but have we “chosen ignorance in the name of confidentiality?” We do not talk to the customer and ask how they are doing; instead we say we can not know about you because it is private. However, if we are to help the patron, we need to build a relationship with them and that means talking with them and learning about them.

Many of our customers use the library independently with out mediation of staff. Do we set them up for success or failure? They should not have to learn our library jargon. Policies should not hinder the patron’s access to information. Use them as “tools and not rules” when dealing with patrons. Think of library services as layers. The time a patron has will determine how much help or instruction you give. A busy mom wants to borrow a book from another library, the librarian handles the request. At a later point in time the same mom has more time to spend in the library because Johnny or Mary is at a play date. This is the time to show her how to go
online and request a book by her self.

Oh and we must remember that much of the library experience customers have takes place outside of the library. So when they come in is the library welcoming, clean, neat, and well signed. Does the staff welcome the customer or do they “look at the patron as a walking work load.”

More on what George and Joan said next week. Learn more about George and Joan at their new website.

Libraries and Autism

One of the events that I attended at ALA 2009 was the ASCLA Presidents program. Besides a speaker, they presented awards. The ASCLA/KLAS/NOD award went to a project titled “Libraries and Autism We’re connected.” This is what they say about the award on their webpage.

"This national award, co-sponsored by ASCLA (Association of Specialized and Cooperative Library Agencies), the Keystone Library Automation System and the National Organization on Disability, is presented annually to a library organization chosen for its exemplary service to people with disabilities. It recognizes an innovative and well-organized project which successfully developed or expanded services for people with disabilities."

There is a website that the project developed for the project. The home page talks about the project and the publicity and awards it has received. Other resources on the page are—

A video that can be used in staff training to help them understand Autism and give them information on how to better serve individuals with autism and their families. The video is just over nineteen and a half minutes.

There is a page of resources that can be used to communicate with people with autism.

The Links page leads you to resources such as books, organizations, and websites.

On the Expand your Knowledge page there are blogs and newspaper or magazine articles about autism.

Autism is a spectrum disorder that affects individuals with a wide range of symptoms. Approximately 1 in 150 children are affected by Autism. Our libraries need to understand this disorder and be able to serve these children and their families. Study the information on this website and share it with your staff. Provide training to staff on autism awareness. Make your library welcoming to all.