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.
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.
Tuesday, July 21, 2009
The Hubbub
If the title of this post did not intrigue you I don’t know what will. The Hubbub is a party that the staff at the University of Kentucky libraries holds as a library orientation event for freshmen. Stacey Greenwell of the University of Kentucky and Alice Wasielewski of Eastern Kentucky University presented this idea during a poster sessions held at ALA.
For two hours freshmen come to the library where they have food, play games, win prizes and a great time. 2008 was their second Hubbub and it was a rousing success. It is a great way to get freshmen into the library in a friendly and fun way. They move furniture around so there is plenty of walking space. They need it as in 2008 they estimate over 750 student attended.They are planning for the 2009 Hubbub.
To learn more about their program, read Stacey’s Blog, the July 12th post. There are photos of the Hubbub on flickr. This looks like a very fun activity that would be easy to duplicate at other colleges and universities or even on a smaller basis for high school freshmen orientation.
For two hours freshmen come to the library where they have food, play games, win prizes and a great time. 2008 was their second Hubbub and it was a rousing success. It is a great way to get freshmen into the library in a friendly and fun way. They move furniture around so there is plenty of walking space. They need it as in 2008 they estimate over 750 student attended.They are planning for the 2009 Hubbub.
To learn more about their program, read Stacey’s Blog, the July 12th post. There are photos of the Hubbub on flickr. This looks like a very fun activity that would be easy to duplicate at other colleges and universities or even on a smaller basis for high school freshmen orientation.
Friday, July 17, 2009
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.
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.
"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.
Thursday, July 16, 2009
OCLC Symposium
OCLC Symposium Friday July 10, 2009 Chicago
Keynote speaker Joseph A. Michelli, PhD, did his homework before speaking before a room full of librarians at the Symposium. He had read and studied the OCLC research report “From Awareness to Funding.” He cautioned that for libraries the future cannot be “more of the same” but that they need to connect with users through a transformative experience.
The library needs to learn what is relevant to the patron in their wants, needs, & desires. Listen to the patron and treat them as if they were important. The experience that they have at the library needs to transformative, one that allows them to learn and change.
Transformative drivers are those things you can do to create EBS, experiential based services. One is to begin by making the staff have a transformational experience as employees, treat them well. This starts by designing the employee experience from their selection, orientation, and reviews where we ask “How are we doing at helping you do your job?”
We need to build loyalty and engagement with the patron. To judge this, ask these questions. How satisfied are you with library services? How likely are you to continue to use these services? How likely are you to recommend them to a friend or relative?
The library needs to move itself from
One example of customer service comes from the Ritz-Carlton a very simple approach – described as the three steps of service:
1) Offer a Warm Welcome (look up, smile and/or greet the person)
2) Fulfill the stated and unstated needs of the guest (be attentive to and observant of the patron)
3) Provide a fond farewell (say good-bye or come back soon)
If you want to learn more about Dr. Michelli check out his website. He has written three books The Starbucks Experience, The New Gold Standard, and When Fish Fly.
Keynote speaker Joseph A. Michelli, PhD, did his homework before speaking before a room full of librarians at the Symposium. He had read and studied the OCLC research report “From Awareness to Funding.” He cautioned that for libraries the future cannot be “more of the same” but that they need to connect with users through a transformative experience.
The library needs to learn what is relevant to the patron in their wants, needs, & desires. Listen to the patron and treat them as if they were important. The experience that they have at the library needs to transformative, one that allows them to learn and change.
Transformative drivers are those things you can do to create EBS, experiential based services. One is to begin by making the staff have a transformational experience as employees, treat them well. This starts by designing the employee experience from their selection, orientation, and reviews where we ask “How are we doing at helping you do your job?”
We need to build loyalty and engagement with the patron. To judge this, ask these questions. How satisfied are you with library services? How likely are you to continue to use these services? How likely are you to recommend them to a friend or relative?
The library needs to move itself from
Informational > Transformational
Institutional > Infrastructure
Nice > Necessary
Past > Future
Altruism > ROI
Institutional > Infrastructure
Nice > Necessary
Past > Future
Altruism > ROI
1) Offer a Warm Welcome (look up, smile and/or greet the person)
2) Fulfill the stated and unstated needs of the guest (be attentive to and observant of the patron)
3) Provide a fond farewell (say good-bye or come back soon)
If you want to learn more about Dr. Michelli check out his website. He has written three books The Starbucks Experience, The New Gold Standard, and When Fish Fly.
Tuesday, June 9, 2009
Nancy Pearl & Reader's Advisory
I had the pleasure on Monday, June 8th to hear Nancy Pearl speak. It was great. The topic was reader’s advisory, a session at the Institute for School and Public Librarians at Bradley. Key points I learned from Nancy—
- Reader’s Advisory is not about recommending books but suggesting books.
- Give readers three books, one just like or close to the one they just read, one that is similar or pretty close to what they just read and one that is a stretch for them such as non-fiction on a topic or setting of the book just read.
- There are four doorways to enjoy fictions books: story, characters, setting and language.
- Asking the reader “Why they liked the book” gives you an idea of which doorway appeals to them.
“I could not put the book down,” they were attracted to the story.
“The main character was so quirky I loved them,” then they are attracted to characters.
“I felt as if I was there,” setting is key to their enjoyment of books.
“This book had such beautiful descriptions,” then they like the language.
I now have a deeper understanding of why I love certain books and I have some new books and authors to read. I can’t wait to begin.
Tuesday, June 2, 2009
Summer Reading
Summer reading is on my mind today.
I read a post from Library Link of the Day that talked about summer reading and its importance to kids. The post came from TwinCities.com. That’s right the twin cities as in Minniapolis/St. Paul. They give some facts then many suggestions on how to help your child to keep the reading and writing skills they have in May so that when they start school in September they have not lost ground.
Soon there will also be a summer reading suggestion list from me on the RPLS Front Page.
Happy reading!!
I read a post from Library Link of the Day that talked about summer reading and its importance to kids. The post came from TwinCities.com. That’s right the twin cities as in Minniapolis/St. Paul. They give some facts then many suggestions on how to help your child to keep the reading and writing skills they have in May so that when they start school in September they have not lost ground.
Soon there will also be a summer reading suggestion list from me on the RPLS Front Page.
Happy reading!!
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