Wednesday, May 14, 2008

helping

On Saturday I spent about half an hour helping a patron register for a class, explained how to contact her department to ensure that her overrides were in the system so that she could register for two other classes, showed her the ins and outs of Blackboard, gave her the phone number for Computing so she could contact them to get her Blackboard account working, and printed off several screenshots of our class registration procedure to ensure that she could do it at home. I also showed her where the bookstores were located so that she could get her textbooks. She was an older student--by that I mean in her 40s. She's a new student, so she's unfamiliar with our "system". She mentioned that her teen sons are so "fast" with computers, but that it takes time for her. I told her that I understood and explained that the university's system can be clunky and frustrating at first, but once you get the hang of it, you're soon a pro. I later found that she is a Canadian student and that coming over here costs $12 dollars a trip.

I could have just directed her to our computer help desk located in the computer lab behind me, but I felt that wouldn't give her the service she needed. I went with her to the computer lab, sat down with her and explained everything patiently. The patron was genuinely appreciative and I hope that I left an excellent impression of the library. I'm confident that this student will come back to the library with other questions. This is what librarianship is all about. Helping people.

I know that showing someone how to use the computer or explain an extensive process (like registering for classes) can be tiresome, but it's important that librarians be willing to teach others how to do things for themselves. We can't just sit back and say, "Oh, go to the computer lab and the computer help desk folks will help you." Chances are the computer help desk folks won't spend the time to really assist the patron fully. The computer help desk staff is almost entirely composed of undergraduate students who have yet to cultivate a strong customer service philosophy. Our Information desk is staffed by librarians and library school students. We need to show patrons that we are dedicated to helping them--and helping them learn. Librarians are here to help. Sometimes we can't help with everything, but we must try.

Friday, May 02, 2008

Wow, it finally happened....

Today being my last day, I am now officially done with my LIS degree and with my time at the UGL. As far as last days go, this one was boring. The students are gone, the weather has warmed up so many of the homeless guys have found other places to go, most of the librarians were gone all morning. My questions were all directional-where is advising, a pay phone, etc., -but as an oddly fitting end to almost two years of fun, one of my least favorite callers was my last reference question. I put him on hold. For a long time. But at least I didn't do what I REALLY wanted to do and tell him to buy himself a bleepin' atlas and stop calling with his rude attitude. Okay, I am rambling here, and having a hard time concentrating with the constant interruptions I am experiencing here at home, so I will give a few highlights, etc. of my time here. You all will just have to pardon the (lack of) writing style.

Funny conversations: the pros and cons of owning a helper monkey, what we would REALLY like to say to the patrons, the patron who told me he was controlling the casino slot machines with his transistor radio (and was contemplating doing it to our security gates also).

Proudest moments: When I could find the impossible-to-find answer for someone and they were so appreciative. And when people would come back and thank me later for helping them, especially when they got a good grade.

Saddest moment: Helping a father find his son who is in prison and showing him a picture of him, which caused him to burst into tears. I had to leave the desk and have a cry after that one.

Times I've had patrons cry on me: 3

Funniest patrons/coworkers/people around campus: Howard (still miss that guy!), Typing Guy, Hurricane Lady (until she decided I must be as interested in hurricanes as she was), the guy who rides his bike with no hands blowing a whistle

Weirdest things found: clothes, canned food, two tire irons and a hack saw, all under the bottom shelves in the reference section. It was like Public Storage in there!

Scariest moment: being followed around by the paranoid schizophrenic in the evening just before closing. He was arrested the next day when he returned.

Grossest moment: the guy starting to masturbate right in front of me and a coworker. No, he didn't have his pants down, thank God!

A PIC and I were talking today about how nothing surprises us anymore after working here for a while. When I did a practicum in Royal Oak, the people there were talking about how much stuff goes on there, but I left them wide-eyed after telling them about the UGL. It gave me a crash course in human behavior, which was sometimes aggravating, but always interesting. To be honest, I am a little concerned about my future places of employment, and whether they will have enough action for me after working here.

So, all that said, I have left much more unsaid. There is no way to express how much I have learned on this job, or how much my coworkers have meant to me. Many of you have become great friends, and I will miss being able to work with you. Best wishes, peace and happiness to all of you.