FutureLibrary

Someone answer that #f/!## Phone June 5, 2009

The answering of phones in a library can be a thorny issue. Here, I am targeting calls made to service desks. There is nothing more annoying than attempting to help a customer and being interrupted by a damn phone ringing. And much of the time it is a trivial issue which may simply involve the renewal of an item.

Such a system where desk staff are forced to answer phones is detrimental to customer service. What are we, receptionists, check out chicks/dudes, or information professionals? This simple, but important issue, is just one step in the journey towards a library of the future.

Here is my solution. Staff at service desks do not answer phones. A “roving librarian” is given a cordless phone. This person answers all calls normally handled by the desk. When not answering calls, they can help customers, tidy areas, place books on display, whatever. Of course, during quiet periods such as evening shifts, calls can go back to the desk. It’s all about flexibility and forward thinking,  which is essential if your library is to remain relevant and customer, not routine focused.