Tuesday, January 25, 2011

Serving 21st Century Patrons 2010 Online Conference Part Three: TechSoup for Libraries

Techsoup was formed to help libraries and nonprofits and to be a one-stop shop for technology needs. It offers free content, events, resources, and donated products, plus discounts on software and technology from companies like Microsoft, Adobe and Symantec. All public libraries and 501 (c ) (3) nonprofits are eligible for the discounts. Refurbished computers are also available.


Techsoup is based on the idea that libraries shouldn’t have to “reinvent the wheel”--someone else may have done it already. Librarians can learn from articles, webinars (all archived later on the web site), and a blog with guest librarians. Recent webinar topics include cloud computing, open source software, and security basics.


Librarians shared some cool technology ideas in the chat for the webinar, including the following:


  1. A technology petting zoo where patrons can “play” and learn about ereaders such as the Kindle, Nook, and Ipad and decide which device if any is best for them (and learn which ones work with the library’s ebooks)
  2. A Docsend station that connects to the copier and lets patron scan and edit their resumes and then save them to a flash drive.
  3. A flash drive bracelet.
  1. QR Codes on the library’s Directions & Hours web page that links to turn-by-turn directions for patrons with mobile phones.
  2. Using Libguide software to create pathfinders on different topics.


--Andrea @Central

Tuesday, January 11, 2011

Serving the 21st Century Patron 2010 Online Conference, Part 2: 21 Ideas for 21st-Century Libraries

Kim Bolan-Cullin and Rob Cullin had some exciting ideas about making libraries “shoppable” without a lot of expense. They call their approach “refreshovation”--more than buying one new couch, but much less expensive than a full renovation.


First, they suggest getting input from patrons in as many ways as possible. A Powerpoint presentation with lots of pictures helps people know what their options are. Patrons may not be aware of new things like downloadables, so they only ask for what they know about already.


A “shoppable” library should be very welcoming, with lots of seating amidst the shelving and materials shelved faced out. Small-group collaboration is of increasing importance, so there should be places set aside for it. Other possibilities include: a coffee shop, a business center, and a library within a shared space.


Spaces can be updated cheaply with paint, signs, and furniture. New ideas like self-service holds, roving reference, and re-organizing desks to make them more user-friendly (think of Apple “Genius bars” and how they turn the computers towards customers) can be implemented without much expense.


Youth services is sometimes overly focused on zero to 5-year-olds. What about 5-8 or 8-12? Each age group should have areas with interactive items that stimulate their developments. Teens should have a separate area and be given input.


Furniture should be modular so your library can be flexible. Instead of a dedicated training area, how about laptops and furniture on casters so training can be done in different places? In a meeting room, maybe some comfy chairs with little laptop tables instead of hard chairs and big tables. For small-group collaboration, use screens for semi-private areas that don’t need to be monitored.


Signage should be very clear in a shoppable library. Avoid using jargon like circulation, reference, and youth services. Stacks should have words on signs in addition to call numbers. Digital picture frames can be used to create digital signs. Patrons want to be able to navigate on their own.


Another way to give patrons more self-service options is with vending machines. Some libraries use Redbox for popular movies and save their budget for independent, foreign, or educational DVDs. A few libraries have added vending machines with library materials at transit stations or other locations as a sort of “stationary Bookmobile”. There are also vending machines with office supplies for a study area or business center.


Don’t spend your money on things the patrons aren’t asking for. Remember to weed, weed, weed, Think about new, unconventional collections like cake pans, fishing poles, and electric meters.


Patrons want to learn and use new technology in the library. Don’t forbid them. Instead, use QR codes on signs which give patrons information via cell phones. Teach lots of classes and have lots of programs. Staff don’t have to be super-techno-wizards to teach, they can learn about things via web sites such as Instructables or How Stuff Works and teach them to patrons. Hire for attitude, train for skill. Cross-train staff to break down barriers.


With these tips and flexibility to their community’s needs in the future, any library can “change no to yes” and be something to all people.


An archived version of the webinar, links, and slides are available here. Lots of interesting pictures of libraries.



--Andrea @Central

Sunday, January 09, 2011

Followup to the Previous Post: Rice Street Comes Through for Their Neighborhood in a Time of Chaos

So......at 2:15p.m. on Friday, the fire alarm went off at Wellstone Elementary (for real) and 600 children, plus their teachers, marched out into the 12 degree cold....... most without coats. We didn't know this was going on until a school staff member came in and told us about the alarm, and asked if some kids could come in to get warm. Karen said sure, and then 600 children poured into the library. We started putting classes in the meeting room, still not realizing how many were coming, and when that was full, they moved into most of the nooks and crannies of the building. The kids were grateful, the teachers were grateful, the principal was grateful.....we were entertained! Anything's more fun than writing an annual report! About 3:30, the buses came to pick up the kids and took them back to school. I guess it was a computer smoking in the administrative offices that set everything off. We were so happy that we could help out. Talk about being an "active center of neighborhood....engagement!"


Friday, January 07, 2011

Serving the 21st Century Patron 2010 Online Conference, Part One: Staying Committed to Great Customer Service When Your Library is in Chaos

Pat Wagner has been helping libraries in crisis since 1975, so she knows whereof she speaks. These days, there are more and more staff and patrons in emotional crisis than ever. While we cannot hope for chaos to just miraculously stop, we can use certain project management tricks to help.



Things to remember:


  1. Somebody has to be the adult.
  2. People get stressed out in a time of change because they lose mastery & status--they have to learn new things--maybe what you were best at isn't as important anymore or has been superseded by technology.
  3. When things are crazy, don't forget it's all about the customer.
  4. Have compassion for other people.

Things to avoid:


  1. Getting addicted to drama--why be obsessed by someone something you don't like?
  2. Sarcasm-it’s a barrier to self-knowledge.
  3. Venting doesn't work--Our bodies get addicted to the "flight or fight chemicals" that venting releases. Also, venting is too public--it creates an audience for people's mistakes--they can't back off their behavior.

What can help:


  1. People should get the same service no matter what time they come in--remember, patrons are used to businesses with 24 hour service by phone and online.
  2. Play fair-- no exceptions for people you like.
  3. Rules should be written--new staff shouldn't have to guess.
  4. If someone has a really long hard question, ask them to write down the steps needed. It will help them understand how tough it is. Maybe a one-on-one librarian session?
  5. Use good humor and cartoons for signs--don't point fingers at people.
  6. A workplace coach.

Wagner’s thought can be summarized as: “Don’t be a jerk.” A jerk is a person who is indifferent or unaware of their behavior.



Recommended books:


What You Can Change and What You Can't--Martin Seligman


The New Peoplemaking ---Virginia Satir


An archived version of the webinar, links, and slides are available here.


There was also a lively discussion on chat about the similarities and differences between Wagner’s philosophy and FISH! Both are customer-oriented, but the play aspect of the latter could lead to sarcasm and hurtful humor if taken too far.



--Andrea @Central