Sunday, December 09, 2007

Do You Like People?

This is a topic I have been mulling over for a couple months now. We all know the stereotype that says people become librarians because they don't want to talk to anyone and want to hide out with their books. Having actually been in and used a library, I assumed that this was an old or mythical stereotype, since obviously this is a profession that requires constant interaction with actual people. People of all sorts. People with questions, requiring your skills in answering them.

I guess I was incredibly naive. My first day of LIS 7996 (Research), I was talking to a classmate whom I had never met before. One of the first things out of his mouth was, "I would never want to do reference. I hate talking to people and answering their stupid questions." My eyes bugged. When I told him I work at the UGL Info Desk he didn't even look abashed and said, "oh, I feel sorry for you!" He was a walking, talking stereotype. I told him that this is probably the most interesting job I have ever had and that I actually like the people I interact with for the most part (you will see from previous posts that there are, of course, times I want to strangle our beloved patrons!). But since I had that conversation with him, I notice other library employees (here and elsewhere) that don't like our patrons and don't want to interact with people.

There are two levels of patrons at ClubUGL-students and community members. Many library employees tolerate the students because they are our paying customers. We feel noble in our assisting them to find their books, format their papers, so they can graduate and become Productive Members of Society. (However, some of us can't even be bothered with this level of patron and hide behind our busy-ness and "loads of work".)

We feel differently about the community members. We wonder why they are allowed in. We hesitate to assist them and grumble when they ask. We refer to them in disparaging ways and make assumptions about who they are and what they are doing at the CATs. We restrict how they are allowed to use the resources that we provide for their use. It is true they are not our paying customers. Except they could be, someday, if they have some help setting up an email account. Or applying for a job. Or finding a loved one. All of which could inspire them to take a class, or would at least give us a reputation for being helpful. (Plus, many of them pay taxes, so they are paying customers, actually.)

Working in a service profession means that you don't get to pick and choose who you help. You don't get to think you know everything about a person based on which computer they are using. You are in the business of connecting people with information, which you cannot do if you won't try to provide customer service to actual patrons.

Didn't you know that working in a library means working with people?

On a side note, I miss Howard. There are certain people who I have gotten accustomed to being around and he was one of them. He worked here for 12 years, did you know that?

Tuesday, November 13, 2007

wildlife and expired life @ the library

Okay, I'm going to ask: What's with the fruit flies swarming the Info Desk? They tend to congregrate near the 2nd in Command computer station. I have found no food source that would explain their existence. Do they aspire to be reference librarians?

While shelving the reference books last night I came across someone's lunch meat on a physician's manual. I'm sorry, but there is no reality, alternate or otherwise, where lunch meat in, on, or around the reference books is acceptable. Please take your lunch meat with you when you leave. Dead cow, even in delicately thin slices, does not complement the reference collection. Thank you.

Sunday, November 11, 2007

we need crayons @ the UGL

Crayola image borrowed from Crayola website.

I spent 3 hours yesterday morning attempting to appease the creative impulses of a six year-old. Her mother sat nearby at a computer and almost completely ignored her. Lori, over at Access Services (aka Checkout) helped me out with some coloring pages she had created for her Programming for Youth Services class, but that great idea went awry when I realized we had no crayons. Little Artistic Genius decided to cut out the pictures instead using the scissors chained to the table behind me. Big Mess ensued.

Sigh!

I will admit right now that I'm not a huge fan of kidlets, although I do have an amazing amount of patience due to a stint working at a group home for the developmentally disabled. There is no way that I could ever be a Children's Librarian, and I am really grateful that others, like Lori, aspire to such a noble profession. I couldn't do it. Lori said I did a really good job with the above-mentioned ankle-biter, though. She said,"You can't tell that you really don't like children." :)

Some things to keep in mind re: children at the UGL.
1. Do not allow little ones to treat the information desk like playground equipment. I know it's fun to hang from the (very high) desk, but it could put your eye out. So just don't, okay.
2. Give them recycled paper to draw on and (hopefully, if we get some crayons) color.
3. Inform parent (if said parent can be found) that she/he must watch their children. I'm not a nanny.
4. Artistic vision should be encouraged but not when it involves using all the staples in both staplers and/or all the tape in the tape dispenser.
5. When offered a handmade "crown" by above mentioned Little Artistic Genius put it on and wear it proudly. Tell the kid it's the Information Crown and that you are the Queen of Information.

Sunday, October 21, 2007

Dear Patron...

Dear Patron, Welcome to the program. I see you are taking the introductory reference class. I know this because I have just shelved 50 books that you left in huge piles on the table. I am trying not to be annoyed by you, as we shelve and de-shelve side by side in the reference section. I wish you would acknowledge yourself as the cause of this additional shelving I have to do, but since you didn't, I am hoping that LIS newbies visit your future place of employment.
____________________________________________

Dear Patron, What is up with the atlases? Every week it's the world atlas, the atlas of the Middle East, the Michigan atlas, the SouthEast Michigan atlas. WHAT ARE YOU LOOKING AT EVERY WEEK?
____________________________________________

Dear Patron, You said the book was called Health Applications. I asked you if that was the exact title and you assured me it was. I searched and came up with nothing, but you insisted your instructor said it is here. After I discover it is actually called Health Concepts and Applications, you say, "oh, yeah, that's it".

Didn't you tell me you knew the exact title? What was the purpose of acting so positive when you really didn't know it at all? Now I never believe anyone when they claim to know anything about what they need. I have become jaded.
____________________________________________

Thursday, September 20, 2007

Fasten your seatbelts...

Welcome to another fall semester at the always-exciting ClubUGL! It’s been an adjustment from the quiet of the summer semester (minus the CATs, of course!), which has its pluses and minuses. It's nice that the hours are passing quickly and there is no time to be bored. However, the questions this time of year are VERY repetitious, to the point where I know which text they want when they say, “It’s called Nutrition…” and whether we have it or not. (Answer: Nutrition: Concepts and Applications and yes, we have it, but it is probably checked out.)

Our favorite patron seems a little out of sorts, with the new GSAs (welcome to you both, by the way!) and the students who sit at his favorite computer terminal. There was a theory brought forth that he is actually an anthropology student and is doing a study on our Information Desk culture. He’s doing enough observing to write a solid thesis already!


Several people have come up to me lately and asked, "Do you have any information?". I don't know why they think this is terribly funny. My reply is "no, we are all out of information for today." Apparently this satisfies them.

Have a great fall semester! And don't be shy-post to this blog!

Saturday, July 14, 2007

Behold the Marvels of Club UGL . . .

...in which, on a Monday, when the DPL main branch is closed and Club UGL is busier than normal, and on the hottest day of the year, in the midst of a siren-and-strobe-light extravaganza with all the visual and aural pleasures of a fourth-rate pop tart concert, I have the pleasure of telling Cranky Telephone Lady that I am hanging up to pursue more interesting activities, such as evacuating the library

…in which, using a distinctly unlibrarianly voice, I shout over the cacophony of the siren-‘n’-strobe extravaganza instructing people to pack up their belongings and leave the building

…in which I shout over the din of the siren-‘n’-strobe extravaganza AND patrons’ grumblings that no, really, they need to pack up their belongings and leave the building

…in which, while (mandatorily) standing inside, herding patrons toward the doors, I explain to reluctant passersby, over the racket of the siren-‘n’-strobe extravaganza and patrons’ grumblings and the building supervisor’s evacuation announcement over the speaker, that no, I don’t know how long this will be, but yes, I really must insist that they leave the building

…in which, finally standing outside, I watch with wonderment and awe as the oblivious and the self-important walk up to building, stare at the few hundred people milling in the courtyard, tilt their heads and listen with a slight look of confusion, and attempt to swan or storm their way into the building

…in which I, with my intimidating 5’1” frame and menacing high school looks, join ranks with the other ladies of Club UGL, now turned bouncers of UGL (maximum height: 5’5”), to block the doors and assure people that, yes, they must wait outside until we have been given the all-clear. . . no, it doesn’t matter how urgently they need to update their MySpace profiles . . . yes, you do need to back away from the building . . . no, you may not sit on the window sill. . . because those are the rules . . . no . . . no . . . yes . . . no. . . only in months ending in “R”

…in which, having determined that someone pulled the fire alarm in the unlocked loading dock, and in the absence of flames and smoke, the responding police officers inform us that the siren-‘n’-strobe extravaganza will be shut off shortly and give the all clear

…in which, despite the siren ‘n’ strobe extravaganza, stampede back into the library to unpack their belongings, spread out their stuff, update their MySpace profiles, grab a community computer, and even occasionally to open a book or write a paper

...in which a patron, attempting to be helpful and thinking that perhaps I might not have noticed, shouts at me over the din of the siren-‘n’-strobe extravaganza that “the alarm” is still going off and wonders if I might be able to “do something about that” (Answer: no)

…in which a growing number of students, having discovered that the study room doors locked behind them when they evacuated the building, gather in front of the InfoDesk waiting while I search for someone with keys

…in which, after experiencing the wonder and glory of the siren ‘n’ strobe extravaganza for 10 minutes, much to everyone’s relief relative peace finally descends over Club UGL

…in which the patrons of Club UGL are once again jarred into inaction just minutes later when the smell of burning rubber and electrical outfittings wafts gently through the air and the siren-and-strobe extravaganza begins yet again

…in which, in my unlibrarianly voice and over the hullabaloo of the siren-‘n’-strobe extravaganza and patrons’ grumblings and the building supervisor’s evacuation announcement over the speaker, I must explain to the two-thirds of patrons who seem to have forgotten the building evacuation skills they learned just 20 minutes ago that yes, now would be a good time to leave the building . . . yes, you really do have to back away from the building . . . no, you still cannot sit on the window sill . . . no . . . no . . . yes . . . no. . .seriously, back up

…in which, though amused, I ignore one persistent individual who wonders aloud in my general direction whether he might sit inside the building until we’re sure there’s an emergency, in order to better tap into the wireless network

…in which the bouncers of Club UGL and I explain repeatedly that no, we don’t know how long this will take…we don’t know if we will be able to go back in 10 minutes…no, we don’t know if we’ll be able to go back in 15 minutes…don’t know about 20 minutes either…see that library right over there? You can go there

…in which some of the Crazy CATs and shadier patrons of Club UGL decide that glaring at the bouncers of Club UGL will help the building staff to diagnose all the ills of the building and thus hasten their return to the community access computers

…in which, while waiting for the acrid stench of a burned out ventilation fan motor to dissipate, the police officers join the bouncers of Club UGL in guarding the doors and discuss share their insight and wisdom on some of the finer headcases of Club UGL, especially everyone’s favorite creeping staring “student”

…in which for the next several days patrons passing the InfoDesk ask whether it’s safe to come in the building and whether the siren ‘n’ strobe extravaganza will start up again and then burst into laughter

Long Live Club UGL!

Sunday, May 20, 2007

Library 2.0

At some point in the too-near future, I will have to start interviewing for jobs. At some point during these interviews I will have to discuss up-and-coming issues librarianship in a somewhat intelligent manner.

This worries me.

While I feel I have a cursory understanding of various library-related issues, as yet I don’t quite qualify as a library guru. I think, or at least I hope, that my current knowledge of library issues falls somewhere above library quackery. However, when I start interviewing for jobs I should sound like I have the potential to be a library guru, even if I am pitiably far from being one now.

This all rolled through my mind when I saw “Web 2.0” and “Library 2.0” being discussed and mulled over in most of the recent issues of Library Journal and American Libraries. While skimming through all this, I began envisioning an uncomfortable interview in which an employer asks me to discuss implementation strategies for Library 2.0, and the only answer I can come up with is “ummmm…something with the Internet?” In her Library 2.0: A Librarian’s Perspective blog, Laura Cohen writes:

"So is knowledge of Library 2.0 a litmus test? For me, yes. I'm not saying we should hire only true believers. But I'm looking for awareness, knowledge and well-articulated opinions. This can spill over into other areas - openness to new ideas, willingness to keep up with change, interest in learning new skills, ability to weigh options and priorities, curiosity about the future of the profession, and more. Of course, knowledge of 2.0 is not the only indication of all these things. But it's a very good one."

Which means that I and other job seekers need to start studying. Here’s what I’ve come up with thus far:

Old-school libraries and the old-school Internet (Library 1.0 and Web 1.0, if you will) are characterized by content creation and dissemination. During the 1990s the Web was used to post information. In the past libraries have often been (but perhaps should not have been?) keepers and purveyors of information.

The Library 2.0 model is one which strives for more interaction and collaboration between libraries and their patrons, both in person and online.

Web 2.0 and Library 2.0 do not refer to a specific technology, but rather are a shift in the philosophy, mindset and/or mode of service in libraries and on the Web. The Web 2.0 and Library 2.0 models focus on user interactivity and collaboration, rather than simple content creation and dissemination. Think of blogs, wikis, tagging, social networking sites, and other Web interfaces and technologies which promote online collaboration. How can these and other Web-based resources be used to promote the library and encourage patron interaction? What can libraries do “off-line” to support the principles of Library 2.0?

So what can libraries do to be “more 2.0”?

They can actively seek out patrons comments and suggestions for improving library services, and then follow through on those suggestions

They can take the library to where the patrons are: senior centers, university dorms, shopping centers (the Genessee District Library has a branch at the Genesee Valley mall in Flint, Michigan), MySpace, and in patrons’ Second Life.

They can adopt or borrow ideas from the Web which work.

They can turn their static Web pages into blogs. They are (in my opinion) easier for staff to quickly update, and offer the opportunity for patrons to post comments and participate in their libraries. The Ann Arbor District Library web site (http://www.aadl.org/) is frequently mentioned in Library 2.0 literature, as well it should be. In addition to all the regular functions, the AADL catalog features tagging (user-generated subjects) and audio, video, and book blogs. My favorite feature in the catalog, which I first read about in the September 1, 2006 issue of Library Journal, is that on each record there is a link to a “virtual” catalog card. Users can make notes and comments (such as “this books sucks!” or “if you like this, try reading…”) on the virtual catalog cards (there are varying styles of cards and handwriting).


They can bring their book clubs into the 2.0 world by creating online discussion forums on their Web site. This would extend the libraries events to those who cannot make it to the physical book club, and would also keep patrons coming back to the library’s Web site.

Feeling the thrill or trepidation of Library 2.0? Learn more by exploring these resources:

Articles
Anderson, C. (2004). The long tail. Wired Magazine. Retrieved on May 20, 2007 from http://www.wired.com/wired/archive/12.10/tail.html

Casey, M. E. & Savastinuk, L. C. (2006). Library 2.0. Library Journal, 131 (14), (pp?).

Huwe, T. K. (2007). Surfing the Library 2.0 wave. Computers in Libraries, 27 (1), 36-38.

O’Reilly, T. (2005). What is Web 2.0: Design patterns and business models for the next generation of software. Retrieved May 20, 2007 from http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html

Stephens, M. (2006). Exploring Web 2.0 and libraries. Library Technology Reports, 42 (4), 8-14.

Blogs
ALA Techsource: http://www.techsource.ala.org/
Library 2.0: An Academic’s Perspective: http://liblogs.albany.edu/library20/
Library Crunch: http://www.librarycrunch.com/
The Shifted Librarian: http://www.theshiftedlibrarian.com/
Tame the Web: http://www.tametheweb.com/
TechCrunch: http://www.techcrunch.com/

Books
Page 41 of the April 2007 issue of Information Today provides a bounty of books of books the company is selling which are applicable to Library 2.0. A few of the more interesting titles are:

Casey, M. E. & Savastinuk, L. C. (2007). Library 2.0: a guide to participatory library service. Medford, N.J.: Information Today.

Farkas, M. (2007). Social software in libraries: Building collaboration, communication, and community online. Medford, N.J.: Information Today.

Block, M. (2007). The thriving library: Successful strategies for challenging times. Medford, N.J.: Information Today.

Monday, April 23, 2007

Finals Frenzy - Day 1

Later this week, we will be probably be inundated with requests for books and articles and citation style guides. Today, however, students have mostly had different kinds of issues.

******

Special Saturday Night Finals Frenzy Preview -- April 21, 2007

PIC : A girl just said that the photocopier ate the papers she was trying to copy.
Me: Okay, I'll have IKON come out to un-jam it.
PIC: Well...That's not really the problem.
Me: (Tilts head)
PIC: The girl said the multiple-page feeder sucked in the stack of pages she wanted to copy, charged her account, but never made the copies and never gave back the originals
Me: The copier doesn't have a feeder.
PIC: Precisely.
Me: So then how did she get the copier to suck up an entire stack of originals?
PIC: (shrugs)
Me: Oh...I...ummmm...that's pretty awesome.
PIC: Yeah, pretty much.

*******
Uhhh....Do You Also Have Books About...You Know...Stuff?

Patron: I need a book about America.
Me: What about America? It's history, it's politics, it's geography, it's culture....
Patron: Uhhh....technology?.
Me: Any specific kind of technology? Computers, cars, factories...?
Patron: No...just...technology.
Me: Well, there are 544 books in the catalog that discuss "technology" and "America." Can you think of any way how to narrow down your search at all, or would you like to just start browsing?

********
Maybe a Sledgehammer Will Fix It...
Noise Coming From Somewhere Behind Me: (Slam!...grumbling noise...Slam!...grumbling noise...Slam!...grumbling noise...)
Me: (turns head to discover from whence the slamming and grumbling noise came. Espies a typical specimen of the college undergraduate male - Homo moronicus - jamming a thick stack of papers in the woefully undersized plastic stapler. Homo moronicus balls hand into fist and brings fist down on stapler...Slam!...and grumbles ans staple falls pathetically out of stapler, slightly bent but unattached to any sheets of paper.) Can I help you?
Homo moronicus: Nah, I just gotta staple this. (Brings fist down on stapler again...Slam!...this time jamming stapler. Takes stapler and, using a clever and well-planned strategy, strikes stapler on the counter a few times...smacksmacksmack!) I think this thing is broke.
Me: I see that. But actually that stapler can't handle thick stacks of paper. You'll have to use a heavy-duty stapler.
Homo moronicus: You think so? (smacksmacksmack)
Me: Yeah, I think so.
******
A Finals Frenzy Joke:

Q: How many students does it take to break a brand new stapler?
A: One. Each and every one. Repeatedly. Throughout the entire day.

Hahahahaha....*sigh*

********

You'll Also Need to Reimburse Me For The Amount Of Lead You Used From That Pencil.

Patron: Do you know where I can get a paperclip?
Me: (hands patron a paperclip)
Patron: Thanks....do you want me to return it?
Me: (smirks) No, that's alright.

*******
Because We Obviously Don't Have Enough To Do
Patron: I need to make a report. Someone tried to beat me and rob me yesterday.
Other GSA: You should contact Public Safety.
Patron: But someone tried to beat and rob me yesterday. I need to make report that.
Other GSA: Yes, and you can call Public Safety to make your report.
Patron: I already talked to them and they didn't do anything. So what are you going to do.
Other GSA: Well, there's nothing the library can do. You'll have to contact Public Safety.
Patron: Well isn't this Public Safety? What does that giant question mark on the wall behind you mean?
Other GSA: It means this is the information desk for the library, and I'm telling you'll have to talk to Public Safety.
Patron: Nah, that's alright, I'm kidding. I'm just trying to embarrass the girl over there (points to girl walking away, shaking head).
Other GSA: Well alright then.
******
2nd Floor Status Report
6 p.m.
Smells like sweat and hot dogs

Monday, March 19, 2007

Second Life

Although I've heard people discussing Second Life (secondlife.com) for many months now, I've never been to the Web site/game/alternate universe. Thus far, I've shied away from Second Life for two basic reasons:
  1. I don't have the Internet at home, and somehow I suspect my employers would look unkindly on my "playing" Second Life at the Reference / Info Desks
  2. Considering that I have historically shown miserable skillz at navigating the highly complex and perilous 2-D worlds of Super Mario Bros. and Donkey Kong, I have grave doubts about my ability to navigate a free-range 3D universe like Second Life
Nevertheless, after reading articles about Second Life, I feel a strange pull to try it out, even though I can't really visualize what Second Life is and only understand every fourth word of the articles. However, today I stumbled on a slide show from an Australian librarian that gives me a slightly better understanding of Second Life. Check it out:

Flying Librarians of Oz: What's all the fuss about Second Life and what's it got to do with libraries?
http://www.slideshare.net/sirexkat/flying-librarians-of-oz-whats-all-the-fuss-about-second-life-and-whats-it-got-to-do-with-libraries

Wednesday, February 21, 2007

Classificaiton of Patron Encounters

I've decided during slow times I'm going to put my LIS 6210 Organization of Knowledge skills to use. I'm going to create a Classification of Patron Encounters. Or some such thing.

Why?

Because this past Monday, within a single hour, not one but two patrons approached the InfoDesk laughing -- not as they might when they have just heard a rollicking good joke, but laughing for some other reason somehow related to their impending questions. Were they laughing because they thought their question was funny? Stupid? Hopeless? Did they laugh because they weren't really sure what they wanted? Because I had a coffee stain on my shirt (always a possibility, but not so in this particular case)? Were they intimidated? Of me?

My theory is that the Laughers hadn't thoroughly thought out their questions and suffered an attack of library anxiety. Suddenly facing me at the InfoDesk, with their minds racing to put together a question, their vocal chords fill in the silence by laughing. At least, that sounds like something I would do.

The Laughers made me think of some of the other patrons who approach the desk. Many reference interactions recently seem to begin with "This is probably a stupid question, but ...". These Meta-Questioners, who question validity of their own questions, invariably end their sentence with a non-stupid question, apparently thinking that the services of the InfoDesk are typically reserved only for those studying quantum physics.

Other amusing favorites include:

  • Sliders (the smooth-talkers who slide on up to the InfoDesk, flaunting their smoothness in my general direction)
  • Huffers (who would like to begin the reference interview by expressing their malcontent)
  • Tappers (who mistakenly think that by tapping I will register their impatience and thus ignore the two people in line in front of them)
  • Hoverers (who hover around the reference desk but won't ask a question until I offer my help)
  • Movers 'n' Shakers (who shout out a question without ever actually approaching the InfoDesk or waiting for the answer)
  • Executives (who believe that through blunt orders and demands, I will perform more efficiently and to their liking, mere underling and peasant that I am)
  • Self-Helpers (who answer their own questions)
  • Ponderers (who, rather than asking a question, choose to stare at the desk until divine inspiration descends on them)

To make this a true classification, at a later date I will place these groups into a hierarchy. Care to add anything?

Saturday, February 03, 2007

Bits 'n' Bobs

1) The Blended Librarian: Blending Instructional Design, Technology, and Librarianship

http://www.blendedlibrarian.org/

We briefly discussed this Web site in my Instruction Methods for Librarians class. I haven't gotten a chance to deeply explore it yet, but I've heard tell it's a good resource for anyone who might ever have to teach patrons how to find and use stuff that involves technology.

2) Black Belt Librarians: Every Librarian's Real World Guide to a Safer Workplace, Warren Graham, Pure Heart Press, 2006.

This past week I was telling my co-workers at my other library about how exciting UGL has been this semester, now that people have moved inside to escape the cold. I was explaining that the police were required at least three times on each of the past two Saturdays, and on each of these days within the first 15 minutes of working I watched someone being dragged out of the library in handcuffs. While the police seem to be spending a lot of time in the library lately, I've become somewhat desensitized and mostly find their visits a good source of entertainment. I was further explaining that as it gets colder people seem to be getting crankier and more confrontational, especially when I tell them they have to go to P/K or SEL to get a particular book.

Minutes after explaining all of this, I flipped open the November 15, 2006 issue of Library Journal and found this review on page 18:
"There was a time when talking too loud or returning a book late were the worst library offenses. Times have changed, with recent shootings, stabbings, kidnappings, rapes, and even a car purposely driven through a library wall with lethal intent. Since security isn't covered in MLS programs, librarians must seek professional help, and the expert they turn to most often is Warren Graham.

Graham has spent 25 years in security, including 17 at the Public Library of Charlotte and Mecklenburg County, NC, before retiring in 2006 to establish Warren Graham Training and Consulting. He regularly travels across the country to all varieties of libraries providing security training; his book Black Belt Librarians (Pure Heart Pr.) details his methods. Graham told LJ that he gets "a great sense of fulfillment helping libraries control their environment."

Communication is key
If there's a single golden rule, Graham said, it's to "never think about confronting the patron. It's all about communication. If you think, for example, 'The patron is doing something that is against the library rules so now I need to confront him about it,' you'll tense up mentally and physically. You'll be working against your own viscosity. Most patrons will comply if you ask them the right way, and that is what I train staff to do."

Library location rather than size is a more important factor in security, and even facilities serving their patrons well aren't immune to confrontations. Says Graham, "It amazed me during my 17-year tenure at the library in Charlotte that although the level of service provided to the patron continuously improved (with Internet access, for example), the stress level of the patron gradually increased. All libraries share the challenge of communicating with the stressed-out patron in the most effective manner."

Geriatric fisticuffs
Graham has seen a lot in his career, as his book attests, and he shared a favorite war story: "On 9/11, just a couple of hours after the Trade Center attacks, I was called to the reference area to break up a fight between a 78-year-old and a 68-year-old. One had bitten the other on the shoulder, and when I arrived they were still swinging at each other--swinging very slowly, but with bad intentions."

I had two thoughts while reading this article: 1) This should be required reading for every librarian, especially for those of us lucky enough to work in Club UGL in the winter, and 2) I've yet to see a fistfight at UGL. I have seen the prelude to what might have become a possible beating/shooting (one of the police visits during the past two Saturdays that did not lead to an arrest -- all turned out well, however, thanks to the successful intervention of our gatekeeper, monitors, and police officers). I have seen Girl A chastise Girl B after Girl B borrowed the scissors to cut the end of her "cigarette," thus causing a strange combination of tobacco and tiny white crystals to snow down on the counter in front of me. But I have yet to see a fistfight. Especially a geriatric fistfight.

Somehow I feel strangely cheated.

3) Reference Triage
Sometime during the move I misplaced (read: lost) my copy of the GSA handbook, and we don't seem to have a copy at the desk. Could someone refresh my memory as to what preference, if any, we give to patrons when we have a whole herd of them crowded around the desk and someone on the phone? Does anyone have any suggestions on how to handle this? Occationally a line will build up when I'm hunting the catalog for a particularly wily book or teaching a patron how to use the databases. I try to perform reference triage by answering directional questions right away, and making the others wait. However, this means that the flow of my conversation with the patron at the desk is constantly interrupted, and the people in line get tired and go away (sometimes after only a minute or so). Does anyone have a better method of handling all this?

Wednesday, January 10, 2007

2006 - A Look Back

My first 2 semesters at the Information Desk, condensed into a single day

8:00 a.m.
"?"
Advising is in the back of the library. Walk around this wall and past the elevators and stairs. Go into the computer lab behind the glass wall. Advising is straight to the back.
"?"
I know...you can't see the glass wall from here, but when you walk past the elevators and stairs you will see it.
"?"
You'll see it - it's a giant glass wall.
(shuffles off)

8:18 a.m.
"?"
No. You go past the stairs, not up them. The giant glass wall will be to your left after you pass the stairs.
(shuffles off)

8:37 a.m.
"?"
Here, walk with me. See that giant glass wall. Go there.
(shuffles off)

9:00 a.m.
"?"
Of course! Is it a book or an article?
"?"
Well, that's okay. I'll try searching the book catalog first and continue from there. Do you know the title or author?
"?"
Hmmm...Is it on your syllabus?
"...."
Okay, then can I see your notes...What's this word here? Liniment? No. Linguini? No. Linguistics?
"!"
Okay, it's something about linguistics. Is Turner the author or part of the title?
"?"
Does this say "diabolical apology"?
"?"
"Herskouns" - is this name spelled correctly? It looks a little funky.
"?"
You're not sure if "herskouns" is a name. Okay. Who's Margret Louis? Is she an author?
"?"
Hmmmm.....I'll try spelling her name several ways.
"....."
Well, you could flip through the books upstairs, but it's probably faster to search the catalog and databases.
"[grumble]"
[actual article: Impact of the Turner/Herskovits connection on anthropology and linguistics, by Margaret Wade-Lewis, from the journal Dialectical Anthropology]

10:00 a.m.
"?"
Yes, the man at the typewriter is talking to himself.
"?"
No, I can't kick him off the typewriter for talking to himself.
"?"
Well, I can call the monitors, but we've learned that it's best not to bother McTypey unless he's really disruptive.
"?"
Actually, he's doing pretty good today. I can hardly hear him cursing at all.

11:00 a.m.
"?"
No, but you can have a golf pencil.
"?"
We don't give out pens. But you may take one of these golf pencils.
"?"
This is the only pen I have left, and I need it. But you are more than welcome to a golf pencil.
"......"
Thank you. I think this shirt looks nice on me, too.
"......."
Yes, and I like my hair color.
"?"
No, you can't have my pen. But you may have this golf pencil.
"?"
I can only give you scrap paper.
"?"
Because we're running low on computer paper. But I can give you scrap paper. And here's a golf pencil.
"?"
I'm sorry. We don't have a pencil sharpener here at the desk, but there is one just over there, on the wall, under the clock.
"?"
No, there isn't a closer one.
"...........?"
Well, I suppose you can ask the Checkout Desk if they have a better pencil, but the pencil sharpener is as far away as the Checkout Desk.

12:00 p.m.
"?"
He's staring at you from across the room?
"......"
He's always here and he always stares at you?
"......"
He's wearing green sweatpants and a yellow hoodie, isn't he?
"......"
Oh yes. We know him well.

1:00 p.m.
"........."
Okay, so you're trying to apply online for a secret shopper job, but someone keeps accessing your account and changing your information?
"......."
Wow, that's not good. But it's not really anything we can fix here. C&IT could give you some tips on protecting your online identity. And you should call the police.
".........."
I see. The people who are hacking into your account are recruiting freshman so they can also hack into your account.
"........"
And they follow you around from library to library and kick you off the computers.
"......."
And they've stolen your job at the Department of Education and are working there right now.
"......"
And the Music building manager said there wasn't anything he could do about it.
"......."
And you're positive the music building manager is a part of the conspiracy.
"......."
Let me get a librarian.

2:00 p.m.
"!@%&$@%&#$%#%"
He's changing his clothes in the middle of the third floor?
"&@%&$@%&#$%#!@"
In front of your daughter?
"@%&$@%&#$%#"
Mam, is he, by any chance, wearing green sweatpants and a yellow hoodie?
"%$&@%&$@%&#$%#"
Oh, I see. At the moment he's not wearing any pants. I'll call the monitor.

3:00 p.m.
"?"
Of course! Do you know what book you need?
"....."
Well, we have a lot of books with green covers. Is it a book for your class? It might be listed in your syllabus, or your instructor might have placed it on reserve.
"......"
Okay, do you know the course number?
"?"
The name of the instructor?
"?"
The title or author of the book?
"..........."
Well, your instructor may have said it's on the second floor, but we have a lot of books up there. Can you give me more information about the book.
"...."
It's green. Okay....anything else?
"...."
It's green and about civil rights. And?
"...."
Okay, so it's about civil rights in America.
"......"
Yes, and it's green. Well......I can search the catalog for books on civil rights in America and scroll through the results to see if any show a picture of a green book. I'm sure that we have hundreds of books on American civil rights, though, and this is probably going to take a while.
"?"
No. The catalog doesn't allow us to search for books based on their color [five minutes later....] Hmmmm, here's a book on civil rights in America, and the picture in the catalog shows a green cover. Could this be it?
"!!!!!"
My pleasure.

4:00 p.m.
"?"
Advising? Sure. Go around this wall...
(Starts wandering away)
...there's a glass wall...
(wanders further away)
...with a computer lab behind it...
(stops to find cell phone)
...but you probably won't see it...
(loudly informs friend about tonight's party while wandering out of sight)
...and we'll play this merry game all over again in five minutes. And you still won't listen to me.

5:00 p.m.
"..........."
Hi, M------.
"?"
Sorry, I can't go to your church picnic. I have to work.
"........"
Uh-huh.
"......."
Uh-huh.
"?"
Oh, the patron who was here before you must have left that flyer here. What's it for?
"?"
Yeah, I've been to a couple of Halloween costume parties before.
"?"
What do you do? You put on a costume and have fun.
"?"
I was a crime fighting librarian.
"..."
No, really, I was a crime fighting librarian.
"?"
Sorry, I have to work. I can't go to the costume party with you. Here, I'll throw the flyer away.......ummmm......why did you invite me to a XXX costume party?
"!"
I would have thought the giant "XXX" logo over the exposed, abundant cleavage would have made it obvious.

6:00 p.m.
"?"
Yes, we do have medical dictionaries. I'll take you to them.
"........"
Well, I can help you find a definition, but I can't really interpret it for you. What word are you looking for?
"......"
It's in your OB/GYN report...which you're, ah, handing me right now. Okay....well, what's the word you need help with?
"...."
Well, here's the definition.
"@#$$%#%#!"
Well, I really can't interpret your medical report. I would suggest you contact your doctor to find out if you're pregnant.

7:00 p.m.
"@#$@&%$@#%"
Floccinaucinihilipilification?
"@#$@&%$@#$%&*!#%"
Yes, that is a long word.
"@#$^&%$%#$#"
Well, I assume it's a real word. I think instructors generally don't invent words and then publish them in their course packs.
"@#$@&%$@#$%&*!#%"
Well, we can look it up in the Oxford English Dictionary. It's considered to be the definitive dictionary of the English language.
"@#$&$@#$#@$%#$"
Well, yes, it is a complicated way of saying "estimating as worthless."
"@#$@&%$@#$%&*!#%"
Well, I'm not sure that I agree that there should be word police.
"@#$&@#$@#@$"
Have a good evening, sir.

8:00 p.m.
"......."
He just walked in here without any pants?
"......"
Somehow I completely missed that. Was he, by any chance, wearing green sweatpants and.....well he wasn't wearing pants, but was he wearing a yellow hoodie?
"......."
He wasn't? Sweet! We have two exhibitionists on campus. I'll call a monitor. Oh...wait...here come the police.

9:00 p.m.
"..........."
Uh-huh.
"............"
Uh-huh.
"?"
No thank you, M------. I would not like a hot dog from your church meeting.
"?"
I'm sure. I just ate. I'm not hungry.
"......."
Uh-huh.
"......."
Uh-huh.
"?"
No, I'm really not hungry.
"........."
Uh-huh.
"........."
Uh-huh.
"...........?"
I don't want your church hot dog, M------. But it was nice of you to ask.

10:00 p.m.
"@#$@&%$@#$%&*!#%"
No, sir, I haven't heard anything about the camera projector not working in the Student Center.
"@#%$%&$%"
I'm sorry you had to wait so long before they cancelled tonight's film.
"@##$%#$%&!"
No, I don't know what the likelihood is that the camera projector will actually work tomorrow.
"@#$@&%$@#$%&*!#%"
Well, yes, sir, this is the information desk, but the event wasn't held in the library.
"@#$@&%$@#$%&*!#%"
Oh, I see. The film is being shown in the library tomorrow.
"@#$@#$#&#$"
I'm sorry - I don't have access to tomorrow's schedule, and the film isn't listed on this schedule of events sent over from Student Affairs.
"@#$@#$%*!"
Well, the sponsoring department is responsible for advertising their events around the university. I can give you their contact number if you would like to make a complaint about the lack of advertising.
"@#$@&%$@#$%&*!#%"
And here is the contact information for the person who organized the film showing. It is late however, so you may have to call him tomorrow to find out if the film will be shown in the library.
"@#$@&%$@#$%&*!#%"
Well, Media Services generally sets up the equipment for these events and they aren't answering their phone. So I would recommend either calling the contact person or the library tomorrow to see if they've found a projector for the film.
"@#$@&%$@#$%&*!#%"
Yes sir. You could just rent the movie from NetFlix.
"@#$@&%$@#$%&*!#%"
Have a good evening, sir.

11:00 p.m.
"?"
Still not hungry, M------.