There were a number of reasons I could have used for skipping the library directors’ meeting in Richmond last week - several staff members were out, three programs were scheduled for the conference room and reports need to be written. They were all good reasons but then I was reminded that the staff is experienced and flexible and can easily manage in my absence so I elected to attend.
A compelling reason to be present at the meeting was the status of State Aid to public libraries. Although we learned from the State Librarian that the Library of Virginia must absorb a 15% cut in general funding, a minimal cut of 5% is required to be applied to State funding for public libraries. It is believed that this is due, in part, to the recognition of the key role being played by libraries in today’s economic climate.
As it turned out, the most serendipitous portion of the meeting was not information about the budget but a presentation made by a consultant, Joan Frye Williams, on “Revitalizing the User Experience in the Library.” We pride ourselves on knowing why people come to the library and responding to their interests and needs. Listening to Ms. Williams, I began to think about just how much we focus on the patron and whether we might sometimes be handicapped by our professional knowledge. Do we make people feel welcome and comfortable? Is a visit to the library likely to give the patron an opportunity to show how smart they are or does it require questions and assistance? Offering help can take many forms and connecting patrons with a good experience is based on minimal assistance not oversight. “Is there anything I can help you with” will almost always be more acceptable then “Let me know if you don’t find what you want.” Do we sometimes forget that a “presumption of innocence” will build better relationships than a recital of our loan policy. It is important to support a core library principle that it is more about getting the person back and less about getting stuff back.
Access to information in the library is linked to systems of organization – the most common being the Dewey Decimal System. This, in effect, is the library filter for finding material and is both efficient and effective from the perspective of library staff members but how about patrons – does it help or intimidate? Librarians like searching – everybody else likes finding. Libraries no longer have sole ownership of information which is available from a multiple of sources, but we do own reading. We need to be evangelical about reading and not pretend our business is something else.
The staff of the Mathews Memorial Library is dedicated to providing the best in library service. We pledge to honor our relationship with each patron and further, to look for ways to set up the library like we think you’d like it. If our prism needs updating, please share your concerns.
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