Library Policies Created By Patron Bashing

Library Lost & Found

images-2Talking crap about patrons, as I’ve said before, might be the number one barrier to customer service in libraries. And when we talk about customer service we don’t just mean personal interactions at the public service desk – that’s the tip of the iceberg. We mean policies, procedures, services: from design to implementation. And sadly, a culture of patron negativity melts the iceberg (and prevents innovation).

Some examples (write yours in the comments):

Public service desks that look like military forts
I’m sure there’s some historical reason for gigantic public service desks – like we didn’t have computers back then or whatever – but c’mon. My library has an AV desk (“AV”, by the way, stands for “audiovisual”…that’s another discussion). Anyway, the AV desk is so large that helping a patron involves taking a short jog around the block. Showing the patron where a movie is – a hallmark of good customer service…

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Emerging Trends in Libraries for 2016 Stephen Abram, MLS

WHYY Public Media The future of libraries and why they still matter

 

With the rise of e-Books, Wikipedia, Google, and Smartphones, the way we access and consume information has changed dramatically. It used to be that we visited the local library to borrow a book, research a topic and read back issues of our favorite periodicals. In his new book, BiblioTECH: Why Libraries Matter More Than Ever in the Age of Google, John Palfrey argues that libraries still fill an important role in the community and are crucial in a democratic society. Libraries provide valuable public spaces where people of all ages can learn and exchange ideas, he says. In this hour of Radio Times, we’ll talk about the future of libraries and how they have adapted in the digital age with JOHN PALFREY who is Head of School at Phillips Academy in Andover, MA, and SIOBHAN REARDON, president and director of the Free Library of Philadelphia.

Designing Better Libraries » Shifting Too Far To The Experience

On a recent visit to the new Hunt Library at the Centennial Campus of the North Carolina State University, I observed an unusual sight – for most libraries that is. A group of individuals, they might have been prospective students and their parents or perhaps just a group participating in some summer workshop, was highly immersed in a rather unique library experience. They were learning about and watching a demonstration of the Library’s robotic Automated Storage and Retrieval System (ASRS), and rather enjoying how the Bookbot’s robot arm moved crates of books to and fro. The visitors were clearly immersed in this particular library experience. With a glass wall through which it could all be observed, the building’s designers clearly intended for this spectacle to catch the attention of all those entering the library. While it delivered a unique experience, did it motivate anyone in the crowd to search the catalog or move on to the stacks to find a book of their own? Or did they simply move on to the next destination point the way one might if touring the White House or Hoover Dam?

The question of the extent to which we should be re-thinking and re-designing the library experience as both immersive and interactive was the subject of an essay questioning similar work in the world of art museums. The author, Judith H. Dobrzynski, asks if it shouldn’t be enough to just view the artwork by yourself or with other people and obtain enjoyment or satisfaction from being exposed to great art. Why does it have to be embellished by some sort of artificially attached experience? She writes:

For decades, museums have offered social experiences — the fact that you can talk while you’re in the galleries has always given them an edge over the performing arts — and that is good. Now is the balance shifting too far to the experience? Are they losing what makes them unique? Should museums really follow the path of those “experience” businesses…In this kind of world, the thrill of standing before art — except perhaps for works by boldface-name artists like van Gogh, Vermeer, Monet and Picasso — seems not quite exciting enough for most people. What’s a museum to do? Read more….

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