With the Olympics in full swing this week, we had a number of patrons calling about problems in accessing the live feeds online, or just frustrated about the coverage in general. Those having problems with the live feed often didn't realize they had to have a cable or satellite subscription to watch the live stream. I helped them find the replays that anyone can watch. If they were still unsatisfied, I referred them to the NBC Olympics Feedback email address. I also referred those with general complaints about the broadcast to that outlet.
I have been taking care to explain how the Dewey Decimal Classification system works whenever I walk a patron over to the shelves, but this week I had a patron who was especially interested in the organization theory behind DDC and the library's website. I explained it to him as best I could and showed him how to search the site for different information. He did a few searches of his own and came back to tell me that he felt better about using the library's website.
We had an incident this week that I think the library could have handled better. A teen came up to the desk and said he couldn't find his mother. He said she didn't have a cell phone but described her for us. I called security over and they looked around for her, taking the teen with them. Twenty minutes later she was found. While the boy was not a small child, he was clearly anxious. The MCPL has a policy against the use of the PA system, except for closing announcements and in the event of an emergency. This is ostensibly to avoid bothering patrons. Searching a large building with a small group of security staff seems to me to be inefficient. I don't see how a short announcement asking "Jane Doe" to meet her party at the reference desk would unduly bother patrons, and it would be more efficient. At both my former library and at Barnes and Noble the PA system is used sparingly for these sorts of announcements with no apparent effect on patron comfort.
Tip of the Week: The safety of one patron is more important than the comfort of all patrons. Following current policy is important but reviewing policy and asking questions about policy are also important. Don't be afraid to speak up if you have an issue with current policy.
Article Annotation and Abstract Area
Casey, Michael, and Michael Stephens. "Six Signposts on the Way." Library Journal 15 Nov. 2008: 21. Academic Search Premier. Web. 4 Aug. 2012.
This article explains how libraries can encourage discourse on improving library transparency and policy. The authors emphasize the importance of hearing the opinions of all types of library stakeholders. All ideas should be given consideration, even those submitted anonymously. Acting on constructive criticism from the community and staff creates a sense of unity and trust that will hopefully carry over into support for the library.
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