And the Walls came Tumbling down September 29, 2009
Posted by k3nd in Customers, Reference, Staff.Tags: Customers, desk, Reference, Staff
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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.
Tick a Box and See ya Later June 19, 2009
Posted by k3nd in Customers, Survey.Tags: Customers, Survey, video
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“Excuse me sir, the library is carrying out a survey, could you please fill one out and leave it in the box”. “Certainly!” Boxes are ticked, and there you are. The results are tabulated, scrutinized and forgotten. Yes, for many libraries it is survey time.
I feel a more effective and “real” alternative is the video survey. Allow the person to talk as long as they like about how they feel about their library. Like the saying goes, a picture paints a thousand words, well a video paints a better picture than any survey could.
Resulting videos can be uploaded to You Tube and be seen by all. The library can have it’s own survey channel. Comments can be added. But let’s not stop there. Why confine yourself to one week during the year, using a restrictive methodology. Make it ongoing. The library should be responding to the needs of it’s customers all year round. Possibly make it a once a month activity where the library videos the opinions of its users. Even take it out of the library and to the streets.
This video vox populi approach is a natural progression from the pencil and paper method. Pie charts are fine up to a point, but a video is far more reinforcing than a scribble.
Darien Library and Customer Service June 12, 2009
Posted by k3nd in Customers.Tags: Customers
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Reading the David Lee King blog I came across a video of a progressive library in the US. Darien Library in Connecticut is pushing all the right buttons from what I can see. The following statement from it’s Director sums it up:
“We want it to be the heart and intellectual center of our community, and the place where you can meet your friends, discuss your interests, and continue life-long learning and enjoyment. Our new website is all about community, conversations, connections and the library of the future. It’s yours, and it’s for you!”
I also was impressed by Librarians having a profile on the website with a picture. Just a short blurb about what their position involves plus some personal interests. Gives it all a more friendly feel.
FutureLibrary 