Relevance and Referrals

The library has been slow for the past week. It could be a change in the weather or a change in the seasons, or it could just be a fluke of public service, but I confess it always makes me a little nervous. There are plenty of people using computers and checking things out, but I'm always just a little afraid of becoming irrelevant when there aren't very many people coming to the reference desk. I always make sure that I smile and look available when people come near the desk. I'd hate to have someone think I'm too busy to help them when I'm actually reading my 100th review on NoveList.
On the other hand, there are still satisfying interactions, even on slow days. I love it when I direct someone to a section and see them leaving with a stack of books and a smile. Today I directed a lady to travel books about Maine, and she was thrilled when she left, ready to plan her vacation. That, my friends, is why I love libraries. That stack would have cost $75 at a bookstore, and she's got tons of information to peruse for free. I know that seems obvious, but it still kind of warms my heart. I hope it's a great vacation.

Today we also had a gentleman come in with a law question, which made me a little panicky. After searching for a couple of minutes, I called over one of the other librarians, who suggested that I call the Indiana Room and also referred the patron to the IU Law library. Brilliant, simple, and in my panicked state about my lack of knowledge, I didn't think of it at all. Note to future self: sometimes the best answer is a referral to someone who actually knows what they're doing.

Patrons

I'm fascinated by the patrons we get in the library. Today, a guy came up to the desk who looked like a David Bowie-style glam rocker, complete with velvet jacket, rings, necklaces, and long hair. Right after that I got an elderly British man who had just become a U.S. citizen and wanted to know how to vote in America. We get over-achieving teens who want to know how to get a head's up on their future, and there are the teens who slouch in and ask for a guest pass for the computers every day.
I love seeing the people who come in regularly. Some just seem to have no where else to go, so they come to the library. Others are here because they're looking for jobs and we have the classifieds. Sometimes people ask for help and then immediately launch into stories about their children or their flu shots just because they want to tell someone.
It's one of the things I really love about public libraries - that we serve everyone and get to see people from everywhere. I can help a homeless man sign up for a beginning computer class one minute, and help a student with a paper the next.

I think it's really interesting how many times a day I help someone find a phone number. Typically, this is a transaction that takes me about 30 seconds on the phone, because I just type in a search and give them the number (or address). I always wonder if these people don't know how to use the computer, whether they're just in the habit of asking the library, or whether they have reference in their phone on speed dial for when they're out and about. No matter what it is, I love it - it's just not something I'd ever think to do.

RA

Today I got to do my first Reader's Advisory. It wasn't much - the man had requested help before and wanted more NoveList read-alikes for Lee Child. I found him a few names, printed off a series list so he could find the books he needed in order, and told him that I am reading my first Lee Child book, which made him light up and tell me how wonderful they were and how much I was going to like Jack Reacher. I love being able to talk to patrons about their favorite books.

Bertot, J., McClure, C., & Jaeger, P. (2008). THE IMPACTS OF FREE PUBLIC INTERNET ACCESS ON PUBLIC LIBRARY PATRONS AND COMMUNITIES. Library Quarterly, 78(3), 285-301. Retrieved from Academic Search Premier database.

This article discussed the library's now-ingrained role as an internet provider for the community. Since approximately 99.1% of libraries offered internet access at the time this article was written, and 73.1% reporting that they are the only providers of free internet in the community. While it's sometimes a sore spot with librarians that the library has become more of an internet cafe than a place for people to get books, this article talks about how much people rely on that access.

Job-seekers, students, and travelers all use the library to get general internet access they might not be able to get or afford somewhere else, but the library also provides services that can only be accessed in the library, like library databases, genealogy services, government resources online and sometimes emergency information. The article mentions communities in which the libraries were the only place where individuals could get information during hurricane season during recovery.

In addition to access, libraries provide training and support for internet use. Most libraries provide at least some computer classes and have staff who can help with basic services. The article argues that at some point, libraries will need to increase these services by increasing internet bandwidth, rearranging libraries to better accommodate internet services, hiring staff with internet expertise, and determining how this changes the role of the library.

Basic Computer Class

Tonight I went in to observe a beginning Word class held at the library. It was the first time the class had been taught, and I'm not sure the librarian teaching it knew 1) what her audience was really expecting out of the class or 2) how to best teach them how to do what they wanted to learn to do. I learned a lot by observing and thinking about how I could avoid her problems in the future.

The first problem was that the librarian, D, didn't know at what level her students were approaching the class. All of them were very much beginners, mostly elderly ladies who had never used a computer. D came into the class with the assumption that most of them had already used computers and word-processors, and simply needed to know about the new functions in Word 2007. Instead of showing people how to save a document or how to copy and paste, she showed them where the button was to save a document, and 4 different ways to get to copy and paste functions. She threw out jargon, like 'file extensions,' instead of explaining why someone might want to save a document in compatibility format and what they could do once they did. She fell into many of the pitfalls I've seen in my time as an IA at the Wells Library - showing people where things are, but then not showing them what to do with those buttons once they click on them; telling people what can be done but not explaining how to do any of it because the assumption is they just need to have it pointed out; trying to cram absolutely everything into one session instead of making sure the essential skills are clearly explained and performed by the students.

I think if I were teaching the class, my approach would be different. First, I would want to talk to the students about what they want to get out of the class - maybe even before they come to class. The attendees have to register to take the class, and since it was the first time the class had been offered, I might even ask a few of them what they'd like before they got there.

Next, I would have some kind of standard document for all of the students to work on so they could see whether they were doing things correctly. It would be loaded on the computers so that they could begin the class by retrieving a saved document, and the teaching would begin there with that skill. I'd go through essential skills that everyone has to use - saving, printing, copying, pasting, and I would have the students perform these skills to make sure they understood them. I would go from computer to computer, making sure everyone understood what they were trying to do, and I would keep it basic enough that they could understand enough to ask questions. The biggest problem with this class was that D was going so quickly that most of the students didn't even know what to ask (a situation I know well from a computer class I'm taking this semester that's a little beyond me sometimes).

I talked to the librarian a little after and explained some of the things I'd seen - the fact that when D told them they could ask questions on ehow.com, one girl in the back had no idea how to open an Internet browser. D and I discussed some of the things she had planned to do (and then forgot about because she got nervous) and talked about ways the class could be improved in the future. It was certainly an educational experience for me, even though it wasn't the best example of instruction I've ever seen. I think D will work to make the class more helpful, and I was glad to see some potential pitfalls to avoid if I ever teach a similar class.

Harris, R., Henwood, F., Marshall, A., & Burdett, S. (2010). "I'm Not Sure If That's What Their Job Is" Consumer Health Information and Emerging "Healthwork" Roles in the Public Library. Reference & User Services Quarterly, 49(3), 239-252. Retrieved from Academic Search Premier database.

This article discussed the need for public librarians to understand how to "locate, retrieve, understand, cope with, and use" health related information. While libraries already deal with health related questions frequently, this article suggests that the political state of the medical world may require citizens to become more responsible for their own health. The article seemed especially relevant, since I know MCPL is having an IU science librarian come to speak about health information in November.

The study finds that about 80% of health consumers find health information online, but the internet doesn't have everything they need, or may not meet a quality standard that can provide an unbiased opinion. While librarians can't offer any definitive answers to health-related questions, the hope is that they can direct these information seekers to "trusted sources that will aid them to work with their health care providers." In the U.S., very few libraries have health information centers relative to the popularity of the topic.

The study was conducted in a British library that emphasizes self-service, and was a survey designed to determine what the public believes librarians should do concerning health information. While many respondents admitted that they had searched the internet for answers to their questions first, and while only 27% said they would be "most likely" to turn to the library for answers to health questions, the public library was second only to a person's doctor as the most trusted source of information. Because of the self-service attitude in this library, most of the respondents didn't expect help with their questions, just access to reliable, up-to-date sources. The library was accepted as a safe place to seek information without the fear that accompanies consulting a doctor.

Shadowing, Day 1

Working at the reference desk reminds me of Shakespeare.

Sometimes it's hilarious, like the sweet old man who called and started asking me to spell things for the song he was writing, which sounded a little like a personal add. "I wish - wish, that's w-a-s-h, right? - I wish to find a pretty - how do you spell pretty? - a pretty girl - should that be woman or girl? I guess woman at my age, right? - so I won't be so lonely. How do you spell lonely? Won't? Where would I find one of those? You sound nice . . . but you're probably in college." (Yes sir. In college. Engaged. And, you know, a public service professional. Almost.)

Sometimes it's tragic, like the woman who came in and asked how to find papers to file for separation. We showed her the binder we have with Indiana divorce law, but we tried to convince her to use the resources online. "I've never used a computer in my life," she said. We asked if she had a friend who could come and help her fill it out. "I don't know anyone," was her response. Then, while I was trying to help her make her three free copies (see blog title), she started telling me her story. She came home from church. He was gone. She was shocked. It hurt. She just wanted it to be over. I wonder how often people tell me the personal details of their life because they have no one else to talk to.

Sometimes it's confusing. Sometimes it's boring. Sometimes it flies by and I don't know where four hours went.

Lessons learned today:

1. Never assume that the person on the phone who sounds like the guy who hung up while he was on hold actually is that guy. He will have no idea what you're talking about when you start asking him how to spell the name of that insurance group again if he is, in fact, some other person.  
2. Layer. Sometimes the library is freezing, and then you run around trying to find books and it's hot, and then it's freezing again. No wonder librarians like cardigans. 
3. Picking books for the staff pick shelves is amazing. It's a break from the desk, and it's fun to watch and see if anyone checked out the books I picked. 
4. Smiling and being really pleasant and upbeat goes a long way to making up for your incompetency as a newbie. The Intern badge helps too. Listen, take notes, ask questions, take names. Most people will let you figure things out if you tell them what's going on and don't judge them for wanting a copy of Men are from Mars, Women are from Venus. 

This is going to be so much fun.