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And the Walls came Tumbling down September 29, 2009

Posted by k3nd in Customers, Reference, Staff.
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3 comments

wallApproaching 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.

Where oh Where have my Reference Skills Gone? June 18, 2009

Posted by k3nd in Reference, Staff.
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1 comment so far

referenceIf your library does not have RFID or an automated computer booking system, there is a good chance that you have lost your reference skills. I know I have. It’s crazy, but I find that there is no time to help customers with reference queries. Isn’t that what the aim of the library is? Or is it to manually check in/check out items, and book customers onto the flamin internet!

I have noticed a considerable drop off on the amount of reference questions that have been directed my way. I guess this is the result of people having access to the internet, and the numbers are growing. Are customers afraid to ask questions to the librarian? I don’t know. Maybe they see that you are busy issuing and returning items and don’t want to disturb you. Certainly the numbers of people attending public libraries are increasing, especially in this period of economic difficulty. It makes sense that reference questions should be out there.

When they do come I have to search the far reaches of my brain and think where that information is. It takes a few moments for the cogs to get started, and you think yes, this is an enjoyable part of the job. You learn something as does the customer. Better than mindlessly issuing 15,000 graded reader books and stamping every one.

In my mind, the question arises, should there be a reference desk. Shouldn’t we all, as information professionals, have the knowledge, interest and endeavour to be able to direct customers to the relevant areas? In the ideal situation of RFID and automated booking systems being in place, a couple of librarians would be able to “rove” the library. These are our “roving librarians”, our “roving reference desks”.

Until RFID and automated computer booking systems are common place in libraries, there will always be questions unanswered, and librarians skills being wasted.