This story has been removed as I wanted to drop this entire poop storm. The officer was spoken to and that's all I hoped would happen. Hopefully she does better next time and I didn't feel a need to drag this out.
The moral of this story was: if a someone claims to be a police officer, make them prove it. Have them show their badge if they're in plain clothing. No one uses our phones, computers, printer, nothing. Police officers are the exception in EMERGENCIES ONLY.
Further, if you run into a similar situation fill out an incident report and give it to your supervisor. If you are on the desk, you must file a complaint through library management and you cannot complain as an individual.
Be safe.
Tuesday, June 27, 2006
Thursday, June 15, 2006
The Doctor is Out
I am not a doctor. I am not a therapist. I look like neither a doctor nor a therapist. In fact, many assume that I am an undergraduate, or perhaps even in high school.
And yet, in my first six weeks at Club UGL I have had many people approach me at the Information Desk asking me to diagnose, explain, or cure their medical and emotional problems. Perhaps this is because, behind the desk, I am more or less a captive audience. One woman thought she saw a ghost at the foot of her bed the previous night, and she wanted me to tell her if I thought paranormal phenomena exist or if I thought she was crazy. Returning students frequently talk through the fears about going back to school. I've had people ask me for advise on their relationships. For most of these situations all I can do is smile, nod, and assure people that I am neither a doctor nor a therapist. I can lead people to information, but I cannot (and should not) interpret it for them.
In my very first week on the job, a woman came to the information desk and showed me what appeared to be a report from her OB/GYN. She stabbed her finger at a sentence strewn with medical terms and said something along the lines of "I really need to know what this means. Do you have a medical dictionary? I looked these words up at home on the Internet and they talk about being pregnant." I walked with her to the reference section and pulled out a few medical dictionaries for her to sit down and look at.
15 minutes later she came back to the reference desk, panicked and with dictionary in hand. "Can you help me understand this? They say I'm pregnant. I can't be pregnant, I just can't!" I read the definitions of the two words in the offending sentence that were making the woman panic. If memory serves me the terms were were "gravida" and "para," meaning the number of times a woman has been pregnant and the number of times she has given birth. The number "3" was attached to these terms. I assumed this meant that she had been pregnant and had given birth 3 times (which she said she had), but was not currently pregnant.
I don't like seeing people upset. I wanted to soothe her nerves, to tell her not to worry. But I am not a doctor. I could have been wrong. I hate to leave reference questions unanswered, but it is far worse to misinform your patrons. I quickly considered all of this and decided that all I could do was read the definitions to her and suggest she call her doctor. I think she felt a little less panicked after I read the definitions to her again, but I'm sure she was still quite nervous when she left the library.
I was a bit baffled by this situation at first. Why would someone ask me to explain a report from her OB/GYN? Why would someone ask me if she is pregnant? I have neither a medical degree nor x-ray vision. The more I thought about the situation, though, the happier I became. This woman had what she considered an information emergency and she came to the library. While she started her search on the Internet, she came to the library before she called her doctor, whose number was printed at the top of the report. Perhaps she felt like the Internet could not adequately or reliably answer her questions. Perhaps she was simply looking for personal interaction or someone to listen to her fears. Whatever the case, she, and the others who mistake the Info Desk for a medical and counceling help desk, must feel comfortable enough with the library and confident enough in our services to bring their problems to us. We may not be able to help them, but we can listen.
That has to speak well of libraries, right?
Wednesday, June 14, 2006
Face-to-face v. phone v. electronic reference
This last Monday I received a flurry of phone reference questions. Most of them were easy to answer or were questions fit for the Access/Checkout/Circulation desk. One, however, was a student from CMU and needed materials from our Library System. He was a returning student and wasn't sure how to use the library.
I spent quite a bit of time with the patron, perhaps 5-10 minutes. This wasn't much of a problem because the morning was slow. While talking to this patron, I excused myself to answer a couple quick face-to-face questions at the desk. Eventually, I got into the In's and Out's of MelCat, ILL and Michicard. I wanted to make sure he got as much useful information as possible. You know, that's what I do.
In the midst of my explanation of the various cooperatives and ways to get books from other schools, a patron walked up, stood at the desk and stared at me. I was focused on finishing my point with the man on the phone when I realized I was getting rushed by the patron at the desk. He was gesturing for me to hurry up.
Flustered, I cut off my explanation and excused myself again. I put the phone down and with the best smile I could chisel into my face, I tersely said, "I'm sorry, sir, how can I help YOU?" He asked his directional question and eventually he apologized for being such a [fill in the blank] and went about his way.
This type of situation made me wonder what I should do in situations with patrons that need a touch more assistance, but are not in person. I asked one of the librarians here at UGL, Lothar Spang, and he said that we usually have a 5-minute limit for all patrons. That was a useful policy to know, but it still didn't answer how to prioritize, if you will, the patron types.
I looked to RUSA's (Reference and User Services Association) to their behavioral guidelines. I recommend anyone trying to get into reference services to check this stuff out.
http://www.ala.org/ala/rusa/rusaprotools/referenceguide/ guidelinesbehavioral.htm
Yet, I really didn't find too much stuff about who to put first in a situation like, for example, I was on the phone and a patron needed a quick question. I didn't find this little bit though:
So, looking back, I should've communicated better with the patrons at the desk and knocked out their questions right away. They were, after all, directional and easy. The man on the phone required more assitance.
I spent quite a bit of time with the patron, perhaps 5-10 minutes. This wasn't much of a problem because the morning was slow. While talking to this patron, I excused myself to answer a couple quick face-to-face questions at the desk. Eventually, I got into the In's and Out's of MelCat, ILL and Michicard. I wanted to make sure he got as much useful information as possible. You know, that's what I do.
In the midst of my explanation of the various cooperatives and ways to get books from other schools, a patron walked up, stood at the desk and stared at me. I was focused on finishing my point with the man on the phone when I realized I was getting rushed by the patron at the desk. He was gesturing for me to hurry up.
Flustered, I cut off my explanation and excused myself again. I put the phone down and with the best smile I could chisel into my face, I tersely said, "I'm sorry, sir, how can I help YOU?" He asked his directional question and eventually he apologized for being such a [fill in the blank] and went about his way.
This type of situation made me wonder what I should do in situations with patrons that need a touch more assistance, but are not in person. I asked one of the librarians here at UGL, Lothar Spang, and he said that we usually have a 5-minute limit for all patrons. That was a useful policy to know, but it still didn't answer how to prioritize, if you will, the patron types.
I looked to RUSA's (Reference and User Services Association) to their behavioral guidelines. I recommend anyone trying to get into reference services to check this stuff out.
http://www.ala.org/ala/rusa/rusaprotools/referenceguide/ guidelinesbehavioral.htm
Yet, I really didn't find too much stuff about who to put first in a situation like, for example, I was on the phone and a patron needed a quick question. I didn't find this little bit though:
1.3.1 Employs a system of question triage to identify what types of questions the patrons have when more than two patrons are waiting. Frequently asked questions, brief informational questions, directional questions, and referrals can be answered quickly, allowing more time to devote to in-depth reference questions.
So, looking back, I should've communicated better with the patrons at the desk and knocked out their questions right away. They were, after all, directional and easy. The man on the phone required more assitance.
Friday, June 09, 2006
What it takes to work at Club UGL
As my triumphant departure approaches, I thought to myself about the two new graduate students that will fill my and Brian Smith's spots at the Information Desk. Who will they be? How will they be trained? Do they have what it takes? I've decided to dedicate this post to some of the things I've gained from my experience at the Undergraduate Library.
Easy questions = Easy Job, right? Not so much.
Reflecting on my time at the Undergraduate Library, I found that this is no easy place to work. It may seem that perhaps we don't get the most intense questions all the time, but we certainly get some gems. Our questions vary from "Where's academic advising" to "Where is my class?" to "I need books and articles on mass media" to "How much of the metro Detroit population is Arabic?" to "I need to find out what the weather was like back on January 7, 2006." There are many questions we face and just because we work at the Undergraduate Library doesn't mean that we get all Undergraduate questions.
In fact, we get questions of all sorts. Reason being, we're open the longest. Our reference desk is open the longest and our building is open the longest. That means that all those law students, grad students and medical students flock to us at night. We also get a lot, and I do mean a lot, of community users.
Community Users
The UGL is very much like a public library. There are the most terminals that are open to the public in this building. All sorts of characters come in, but usually everyone behaves. Some of the questions I've noticed a lot from the community users are as follows:
There are a few things to remember about community users. For one, they have every right to be there. We are a public institution and unless the patron is breaking a rule of some sort, they cannot be booted from the library. If a community user asks you to go help them at their computer, use your judgement. If you have another GSA or PIC at the desk, go for it. If not, just inform them that you cannot leave the desk empty.
Noise
It's noisy in here. It's not your typical library. We try to have security keep the peace, but this is not always possible.
Porn
Porn and all it's smut counterparts are intellectual property, meaning as long as they're not "reacting" to the porn and just viewing it, that's ok. Seriously. However, child-porn is illegal and should be reported immediately.
So can you do it?
I don't do the hiring, but I think there are some specific things that will help you get a job here. For one, experience. Usually, but not always, GSA's have already had some library experience. If you don't have any, volunteer and get some. Also, try to focus on your customer service jobs as well. Customer service is what it's all about.
Next, references. I've pushed two names to my supervisors and both folks got hired. Now, this isn't an invitation for you to ask me to be a reference. I won't. In fact, neither of the folks whose names I dropped asked me to do so. I did it on my own and because I knew they were right for the job. And if I believe in you, than I will drop your name as well. But don't ask, cause then I definitely won't recommend you.
Third, personality. You need a bit of hipness to work here and that's based strictly on the fact that most of the people that come in are little undergraduates. Have you had experience with teenagers? That will come in handy. Also, if you're a woman, be aware that the horomones are always raging at UGL, so be prepared to shoo some kiddos away. Typically they're harmless, but they need to be dealt with professionally and, to be frank, tersely. The more friendly chit chat you share with them, the more they'll come back for more. Don't be rude, but be stern.
Fourth, you need some sweet reference interview and research skills. Chances are, the folks you deal with on a daily basis have never been to a library and just don't know what they're looking for. I had a lady call me and ask "I need to know about hot dogs." After some reference interview work, I found she needed to know how to start a small business - a Coney Island. Be patient with the patrons, they're not all as good at computers as you. They don't know our library jargon. And further, they're novice researchers. If you give them some stepping stones, you'll be pleased to see that most will get on their own two feet.
I would encourage the other GSA's to add their comments about what they think it will take to work at this desk.
Easy questions = Easy Job, right? Not so much.
Reflecting on my time at the Undergraduate Library, I found that this is no easy place to work. It may seem that perhaps we don't get the most intense questions all the time, but we certainly get some gems. Our questions vary from "Where's academic advising" to "Where is my class?" to "I need books and articles on mass media" to "How much of the metro Detroit population is Arabic?" to "I need to find out what the weather was like back on January 7, 2006." There are many questions we face and just because we work at the Undergraduate Library doesn't mean that we get all Undergraduate questions.
In fact, we get questions of all sorts. Reason being, we're open the longest. Our reference desk is open the longest and our building is open the longest. That means that all those law students, grad students and medical students flock to us at night. We also get a lot, and I do mean a lot, of community users.
Community Users
The UGL is very much like a public library. There are the most terminals that are open to the public in this building. All sorts of characters come in, but usually everyone behaves. Some of the questions I've noticed a lot from the community users are as follows:
- *How can I print?
*I want to start my own business, can you give me some information?
*How do I use email?
*Legal questions
*Word definitions
*Local events
*Phone numbers and/or location information
*Many will ask questions on Word, usually pertaining to changing resumes.
There are a few things to remember about community users. For one, they have every right to be there. We are a public institution and unless the patron is breaking a rule of some sort, they cannot be booted from the library. If a community user asks you to go help them at their computer, use your judgement. If you have another GSA or PIC at the desk, go for it. If not, just inform them that you cannot leave the desk empty.
Noise
It's noisy in here. It's not your typical library. We try to have security keep the peace, but this is not always possible.
Porn
Porn and all it's smut counterparts are intellectual property, meaning as long as they're not "reacting" to the porn and just viewing it, that's ok. Seriously. However, child-porn is illegal and should be reported immediately.
So can you do it?
I don't do the hiring, but I think there are some specific things that will help you get a job here. For one, experience. Usually, but not always, GSA's have already had some library experience. If you don't have any, volunteer and get some. Also, try to focus on your customer service jobs as well. Customer service is what it's all about.
Next, references. I've pushed two names to my supervisors and both folks got hired. Now, this isn't an invitation for you to ask me to be a reference. I won't. In fact, neither of the folks whose names I dropped asked me to do so. I did it on my own and because I knew they were right for the job. And if I believe in you, than I will drop your name as well. But don't ask, cause then I definitely won't recommend you.
Third, personality. You need a bit of hipness to work here and that's based strictly on the fact that most of the people that come in are little undergraduates. Have you had experience with teenagers? That will come in handy. Also, if you're a woman, be aware that the horomones are always raging at UGL, so be prepared to shoo some kiddos away. Typically they're harmless, but they need to be dealt with professionally and, to be frank, tersely. The more friendly chit chat you share with them, the more they'll come back for more. Don't be rude, but be stern.
Fourth, you need some sweet reference interview and research skills. Chances are, the folks you deal with on a daily basis have never been to a library and just don't know what they're looking for. I had a lady call me and ask "I need to know about hot dogs." After some reference interview work, I found she needed to know how to start a small business - a Coney Island. Be patient with the patrons, they're not all as good at computers as you. They don't know our library jargon. And further, they're novice researchers. If you give them some stepping stones, you'll be pleased to see that most will get on their own two feet.
I would encourage the other GSA's to add their comments about what they think it will take to work at this desk.
Tuesday, June 06, 2006
Houston, we've got a weblog
Here begins the weblog for Club UGL . . . May it live long and prosper
At the moment, this blog is intended to let members share their UGL ideas, experiences, and recommended information resources.
The rules are simple:
1) Do not post names, schedules, or any other identifying information.
2) No, really. Don't.
3) Post with caution, young grasshopper. This blog is available to the public (and future employers). Don't say anything you'll regret.
4) Unhappy patrons make for unhappy librarians. Be very careful if you discuss patrons. Conceal their identities and remember that they could conceivably find and read this blog.
5) Though she is loathe to do so, the blogmaster reserves the right to delete identifying information or illegalities.
Currently, non-members can't join the club -- you'll have to watch from the sidelines for the moment, although I may change that later. Once I've figured out what I'm doing.
That's all for now. . . blog away, my friends.
At the moment, this blog is intended to let members share their UGL ideas, experiences, and recommended information resources.
The rules are simple:
1) Do not post names, schedules, or any other identifying information.
2) No, really. Don't.
3) Post with caution, young grasshopper. This blog is available to the public (and future employers). Don't say anything you'll regret.
4) Unhappy patrons make for unhappy librarians. Be very careful if you discuss patrons. Conceal their identities and remember that they could conceivably find and read this blog.
5) Though she is loathe to do so, the blogmaster reserves the right to delete identifying information or illegalities.
Currently, non-members can't join the club -- you'll have to watch from the sidelines for the moment, although I may change that later. Once I've figured out what I'm doing.
That's all for now. . . blog away, my friends.
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