Put yourself on the other side of the desk and rethink why someone might be asking a particular question. In the case of questions such as “where’s the restroom?” most likely the person has never been in the building before. Yes, you’ve answered the question a bazillion times, but most people only ask the question on their first visit. Despite many efforts to the contrary, we are still fighting librarian stereotypes of cantankerous old ladies who shush people. Here is a golden opportunity to make a positive first impression, be welcoming, and influence a new person about the helpfulness of library staff. These interactions, in turn, affect the eagerness of visitors to return in the future.

Patrons frequently ask for directions even when the person they are asking is standing right next to a sign that gives the answer. Clearly, some people prefer to ask a human being rather than take the time to read building signs. Habits of people in a new environment often include asking directional questions first because they are less threatening. If they do okay, and feel comfortable, they work their way up to more complicated questions later on. Directional questions may seem mundane, but they can be the first step toward answering future needs and instilling confidence in the person asking the question.

It took some restraint to not copy and paste the entire thing. Go read First Impressions and Rethinking Restroom Questions by Lorraine J. Pellack.

Everything we do in libraries adds up to form the overall experience we give people. Pellack makes the case for treating even small interpersonal interactions with care not only for their own sake, but because of possible underlying importance.

via Stephen Francoeur

What about the service expectations at places like restaurants? Restaurant patrons don’t just prefer to be approached by the wait staff–they expect it! Especially in more formal establishments, it’s expected that wait staff will monitor patrons to provide immediate or even preemptive service (ex. refilling water glasses before they’re empty).

Some establishments (generally more casual ones) have the equivalent of an attendant call button at tables. Patrons will signal that they need something and (ideally) someone will come by within a minute or two.

I’m intrigued with the idea of using a similar model at the library. What if there was a way for patrons to page the librarian and get near-immediate assistance where they are? Perhaps there could be an icon on the computer desktop, for patrons who need assistance at one of the workstations. There could also be “call” buttons at the end of the stacks.

I hope that Sue fills us in on the eBook scene at her library because I understand that she’s transformed their reference collection and increased library usage. I also wouldn’t mind if she got a bit off topic and told us about how the library has been called a “hero” by students because of their gaming events. And they’re way into IM. Yay.

Thanks, Sue!

For four afternoons in November, the Dallas Baptist University Vance Memorial Library hosted their Are You As Smart As A Freshman? event. Patterned after the popular game show Are You Smarter Than A Fifth Grader?, this event had 2nd-4th year students competing for prizes by answering questions that university freshman should be familiar with. They were able to use a panel of Freshmen as part of their “lifelines” as well as one of the library’s reference librarians …The intent of the event was to raise awareness of the library and its resources and to offer a fun outlet for students within the library’s facilities.

Gaming in libraries does not just mean video/computer games! Nice work!

Speaking of flickr, I’ve now another example. There’s a group called ID Please in which members post all sorts of insects, plants and animals for others to identify. Birders I know might like it.

I’d love to see a report on the accuracy and speed of things identified by the ID Please group and Reference Librarians. Fair comparison? Who would you bet on?