So I am walking in to the library the other day and I see that someone very inconsiderate has put up ropes so that students (and I!) can no longer walk through the grass.Nice grass. Pretty grass. And a flower bed.
But here's the thing...in order to get to the front doors of the library from the sidewalk you see here, you have to walk what feels like a MILE (at least when it's cold, snowing or raining).
So my thought is this: Why not just put in a little cobblestone walkway? Or a sidewalk? Why would we make people go out of their way to get to us?
Sounds like a simple question, doesn't it? But we hinder access in so many different ways.
Let's think:
- Can patrons search the library catalog easily? (Or do they have to use the secret codes...KW=, TI=, AU= ?)
- Can they search the databases easily? (Can they even find them on your page?)
- How's that web page of yours looking? Can people find your hours and phone number easily? What about a "contact us" e-mail address?
- What was the last question you answered "NO" to? Why did you have to say no?
- How many times a day do you say "NO"? Seriously...make a list and see what you can get changed to YES! ("Because that's the way it's always been done" is NOT a proper answer. Ever!)
- Are there enough outlets for personal laptops? Data drops if you aren't wireless?
- Oh, for heaven's sake! Why aren't you wireless?!
We're here for them...follow their lead. Sorry if it takes you around the block. I recommend bringing an umbrella.
.
.
.
.
When I worked reference I was always amazed at how many people came up to the desk and apologized for "bothering" me and then asked their question. I always reassured them that they weren't bothering me because I was there to help them.
ReplyDeleteAfter I became a library director I made a special effort to impress upon staff that the ONLY reason the library was there was to serve patrons and that all patrons should be made to feel welcome. I explained to them that when a patron entered the area, whether it be circ, reference or the children's room, they should make eye contact and say hello. Many patrons say hello and move on with no need or want for more help, but I told them if a patron paused for a moment to follow up the hello by asking the patron if they needed any help. I was always amazed by how many people wouldn't actually ASK for help until you offer it to them. I also told them that when they were seemingly done helping someone to tell the patron to be sure to let them know if they needed anything else.
Although this seems like a "no brainer" you'd be amazed how often I've been in libraries where the staff essentially ignores customers until they are directly approached. Those libraries seem never to be very busy. I've also had a lot of experience with a local library that is proactive in making sure customers receive help when they need it and that library and it's branches are alwasy crazy BUSY and I suspect they have little problem passing levies when necessary.