Visioning Vision

This week's 23 Things NB assignment involved the use of our library system's online catalogue as a ’Social Reading' resource.   Since we've been using this version of the catalogue for a bit of time, I'd already had a chance to take advantage of its features and have been a bit baffled at times by the limitations it presents.  This week's exercise did offer me a chance to dig deeper into the other features like reviewing and exploring recommendations.  I feel now comfortable enough to suggest it as a tool to library users who want to keep track of their reading and find more library material that they may find interesting.  

My own input into Vision includes a few lists, including a new one I created to reflect the tone or substance that I want to present in this blog.  The list is called Customer service recommendations for library staff members .   If you're interested in looking at my Vision activity or following me, just look for Addictedtocats under "Users".  (Yes, I had to get in some feline references!)

I have also been using Goodreads for a couple of years now and have been able to compile immense lists of books that I have read or want to read.   Goodreads can generate recommendations to further titles by analyzing the input of your lists.  This is a wonderful, though very addictive feature.  Should I stop adding titles today and just concentrate on the items in my 'to-read' list, I have enough reading material to last me 10 years, or 5 if I stop working, cooking, walking the dog and totally ignoring my husband.    I love Goodreads' scope and huge database of titles.  Also, if you click on an author's name, you get a brief biographical outline a list of the titles this writer has published.  Great when you want to peruse other titles in the series.

Comparing Vision to Goodreads is not fair, and I won't say that one is better than the other.   Both sites need a bit of commitment in adding titles to your lists regularly.  I will certainly, as a part of my duties, do my best to promote Vision to our clients, and use Goodreads as a good tool to help research and find suggestions for library users.   I also want to increase the time I spend in Vision and see if I can find it as handy and user-friendly as Goodreads.  

PS:  If you want to follow me in Goodreads, look for Joanne Brown in Moncton NB.

Reader's advisory 101 for Circulation staff

Helping library users find that next great read is more of a challenge than you may think.   Like most support staff, we may not have the formal training or literary background to satisfy everybody's appetite for good reading, but we do have the tools within us to help our clients find something they will like. 

I will go out on a limb here and assume that we all love books and enjoy reading.  This was probably one of the main reasons we chose library work as a career right?  Let your passion for reading be your first guide to recommending future reading material for the clients.   You will not know ALL the authors, but after a few weeks of seeing titles run by the desk you will begin to know which authors are most popular by genre.   You can use that knowledge to help guide users to new authors.

A good trick which I've found handy is asking the clients about the books they are checking out or returning.  A simple, discreet, question like "What's this author like?  Was this a good book?" will usually bring about some honest opinions.   Keep in mind that the questions should be casual and not too personal.   Use your judgement, and remember not to ask probing questions if they would make your or the client uncomfortable.  (I avoid asking for comments about the "Fify shades..." books, for instance because I can't do this without blushing!)

You all have regular clients who are avid readers in different genres.   Feel free to ask them to suggest new authors or titles.   I have asked a few people to help me this way, saying that I am trying to find books for a client who enjoys (for instance) victorian mysteries.   Return the favour by letting them know about new titles from authors they enjoy.

Create a network of "experts" among your colleagues.   Where I work my colleagues all come to me whenever they need suggestions for novels with cats or dogs.   I ask another staff member to help me when a client shows an interest in Western european fiction (aka Larssen, etc..)  and so on...   A web of knowledge within reach and a good way to create discussions within your workplace.

Of course, there are oodles of websites devoted to reader's advisory, a simple google search will certainly help.   My favourite is Goodreads, sort of a social networking site  for readers.  You can find something similar in our library catalogue, or, while in Vision, check out the Virtual Reference Library's Books and Literature category for many useful and interesting sites to help your your and your clients, find your best read..

Finally, this blogging initiative is part of a series of self-directed instructional modules that I am participating in as part of the New Brunswick Public Library Services staff training exercises.   Each week we tackle a new topic related to our work.   Last week, the first one, invited us to learn to blog.  Since you see I'm a returning blogger, I think I will enjoy this experience.   May even try out a personal blog too for family and friends. 

This is week two, which covered Twitter and twittering.   I'm now a Tweet-head.  The module was well-presented and helpful, but after setting up my account and getting a few things up to follow, I wonder what else I will be able to do with it.  Must spend some time checking it out.  I was never a big fan of Twitter before, but if I learn more, I hope I can find a way to streamline the tweets so that I'm not constantly bombarded with advertising. 

Lessons from time spent on the other side of the desk.

I've been working in front line library work, either in Reference or Circulation for thirty years or more and I thought I knew it all, saw it all and knew what to do with it.   However lately, I've run into situations which have offered me new insights on library-oriented customer service.  These insights came as a result of my own experiences as a customer or client in various businesses which I use on a daily basis. 

As we all do, I often need to pick up a coffee, run errands, pick up groceries, etc.  During these outings I often come across good and no-so-good examples of customer service and I take a few moments to observe the service provided and evaluate the experience.  It's easy after that to put things in perspective and relate the experience to my own performance at the front desk of the public library where I work.

Looking at some incidents as a consumer/client in the past few weeks I've realized a few pointers that I can use at the desk.  Here's two examples:

I recently stopped by one of those drop-in hair salons for a trim.  My heart quickly sank when I was presented with the person who was assigned to me: sour expression, no eye-contact, a mumbled "follow me".  Entrusting my frizzled head to someone with limited communication skills seemed a bit risky, but I meekly followed her to the chair (the wrong one of course!) and put my future self-esteem on hold for the duration. 

The first minutes were slow and I tried to find some type of comment to break the ice.  A pleasant-smelling hair product seemed to offer an opportunity for some light conversation.  I joked about smelling like a fruit cocktail, and I think she got the humour.    Luckily, this little remark helped put us both at ease and the conversation improved a notch.   I can't say that we'll ever be best buddies, but we were able to share small talk and she was able to suggest a few options and changes to my haircut which were remarkably stylish and cute.  

Later I thought about the times when I don't offer a smile, or at least a small friendly remark to a library client and I understood exactly how they must feel.  I have promised to make a bigger effort in the future so that the patron feels comfortable enough to ask questions, inquire about new titles or suggestions and feel accepted and respected during his/her time at the library.

That being said, the other example comes from one of my pet peeves while visiting the local coffee shop.   Though I know the use of words like 'dear, sweetie, my dear, etc...' are a result of regional conversational quirks, I am never comfortable with strangers using these terms with me.   It's probably just a personal feeling, but I feel like the counterperson is being condescending or overly familiar with me.  Not much I can do about it, I'm not about to start an issue with them, I just blankly offer my thanks and move on.  It's actually not their problem, but mine.  I am a private person and am very cautious about who I open up to.

Am I using these types of greetings at work?  Maybe not, but do I find myself trying to become too familiar with the clients?  Is there a line to draw between wanting to know the client enough to offer a good service and just plain being nosy or pushy?    Looking at my attitude with the library clients, I find myself holding back and watching for verbal clues or gestures, and even body language to judge exactly how the conversation should go.  From this I've learned that a simple "Hello, can I help you?" is not always enough when helping a library patron.   A smile, eye contact, watching body language and demeanor are also essential to  a succesful offer of service.  

Over the next few days, I invite you to observe the customer service skills around you when you're shopping, picking up your lottery tickets, etc.   Try to apply these observations, learn from the good and bad examples.   I'd love to hear about what you've seen and picked up.