FutureLibrary

And the Walls came Tumbling down September 29, 2009

Approaching a library reference desk is a daunting task for many. I liken it to the movie “Oliver Twist” when the little boy went up to the dude asking for more gruel. “More!!!????!!!!” Usually its a serious looking person who gives the impression they do not wish to be disturbed. It’s a throw back to the bad old days when the library was seen as the gatekeeper of knowledge, rather than the facilitator.

I see no reason at all to have a reference desk. In an action akin to the demolishing of the Berlin wall, the reference desk walls need to come down as well. In an organisation where all staff are highly trained and knowledgeable, everybody take on the role of the reference  desk. Once again I beckon back to the idea of the “roving librarian”. Get out of that seat and actually help people! Go to the people, because, most of the time, they sure as hell ain’t gonna go to you.

Think about yourself walking into a shop. Isn’t it pleasant when staff approach you and ask if you need help. Why should a library be any different?  The excuse that it has always been done this way no longer cuts it. Take it on board and you will find that your skills will increase, you will be happier doing the job, and customer service will skyrocket.