What makes a Library
What makes a Library a Library?
Is it the building? Is it all the books on their shelves? Is it simply because the sign out front says “LIBRARY” in bright blue letters? Or maybe because they have one of those old fashioned Card Catalog Drawer Chest.
Well, to me it’s none of those. A Library is all about the service they provide to the community it serves and how they provide it. A Library is a library that provides not just service, but quality service.
Look at it like this:
A patron goes to the library hoping to find the book or information they need. They approach the front desk to where the person behind the counter checking in new magazines that came in the days mail and shyly ask, “Excuse me where can I find a book on “Baby Names?”
The library person walks to the counter and tells the patron “that will be on the 2nd floor. Someone upstairs can help you find it.” The patron then goes upstairs and starts looking around. There are Tons of books on the shelves. Their thoughts, “Wow there’s so many books. How am I ever going to find this book in this ton of books? Let me ask for help.” They again go to a desk. This time the desk on the 2nd floor and ask again, “Excuse me where can I find a book on “Baby Names?” The librarian tells the patron, “Err, Umm, I’m looking up some information for another Patron, but if you look up babies in the card catalog under the Subjects you will find where Baby Names Books are.” That was a correct answer. However it was not the right answer. The patron’s response, “Ok Thank You.” Patron’s mental response, “That’s why I asked you in the first place because I need help. Thanks for nothing!” That response sounded more like “Look for it over there. I’m busy right here.”
For a more helpful and hopeful response, the librarian’s response should have been. First step; “Ok, let’s see how WE can find you a book on what you are looking for.” Never show a patron how tired or busy you feel you are. You don’t have to have a grin from ear to ear, but try to provide them the service they are entitled to. You can help them by saying something like; “First, lets find out where they are located in the shelves by checking the card catalog.” You just don’t give them a fish. You show them how to fish. By doing this you educate them and you not only help them find the book you are also giving them a lesson in for their next visit on how they can help themselves find other books. It makes you sound more helpful too. Next time, they can catch their own fish.
Next step; After both Librarian and Patron find out in the card catalog the Dewey Number for the books on Baby Names (929.4) make a quick note on scrap for the patron and in your head for future use. You both go to the shelves and point it out for them. “Here are books on Baby Names 929.4 you are looking for. Check through them an see which one is more to your taste.” Now you can go finish doing the search you were doing when the patron approached you for help. You have helped the patron find the books they needed, you helped them learn how to find books and you also let them browse on their own so they can feel comfortable enough to look around with out your help.
Now that’s service. Service the smart way.
Now this patron found his or her book, learned how to find them on the shelf for a next time and there wasn’t someone on top of them controlling what they were doing. Now the next time this person need information or where do you think they’re going to go back to? The same place where they had a good experience before.
Libraries main service is to provide information amongst other things to the people it serves. Whether the information comes from books, magazines, maps, journals, etc. It’s all about what you offer and the quality it is offered. The people expect to find the quality information that they need and how quick and efficiently they can get it. We have to provide service worth coming back for.
With the Internet providing so much information and so fast and easy, Libraries are in need to make sure we stay on the ball. Providing good quality service in order to be able keep proving our worth. If we don’t, they won’t come to us. If they can find information somewhere else and the service is not of quality. They will go somewhere else. Then why are we here for? We have to provide service that’s worth coming back to us when you need more. Provide them with the right quality service and the right tools to find it, but that’s another story. For now, keep providing good quality service that is worth coming back for. That’s a good Library.
Frankie Matos
Sr. Library Assistant
Camden Free Public Library
posted by Display Name @ 11:41 AM
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