Joan talked about a sign outside a library; unfortunately I did not get the name of the library, but the sign read, “Free entry for the incurably curious.” Isn’t that a great statement? I wish that every library would welcome the incurably curious to their libraries. Are you welcoming to those who enter.
Some tips on how to interact with the library customer for a more positive result. The first was to stand next to the patron, side to side not face to face, when you go up to them in the stacks. It is easier to get them to talk to you and believe it or not they say you can get more interaction between you and the customer that way.
The second is when talking you will be doing information triage, deciding if the customer can continue independently or need more direct help from a librarian. Can they use the self service check out? Often when a customer comes to the library and they are unfamiliar with it they watch what other people are doing for clues on where to go or how to act. Good clear signs can help them navigate.
Next what is the outcome of your interaction with the customer? Show them that you care and are interested in their success in finding what they need.
Lastly, follow-up. When a customer goes independently to the stacks, or a database, check in and find out, how it turned out. Did they find what they were looking for?
Librarians should be focused on making the patron feel successful when they come into the library. Treat them as smart and independent people, respect and remember their preferences, find ways to say yes to their request.
Joan spoke of a vision statement for a library and again, I don’t know what library. It was, “A thriving community where wisdom resides.” If we treat the patron with respect and compassion, I think our libraries can be places that thrive and where wisdom resides.
Learn more about George Needham and Joan Frye Williams at their website.
Showing posts with label Joan Frye Williams. Show all posts
Showing posts with label Joan Frye Williams. Show all posts
Wednesday, July 29, 2009
Friday, July 24, 2009
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.
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.
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