The Main Branch of the Santa Monica Public Library entirely rebuilt its facilities approximately five years ago. I am told that some time in the next year or so, the head librarians will be performing an “environmental scan” of the institution to ensure that it is meeting the needs of its stakeholders. Because Santa Monica PL is publicly funded, all changes and renovations to the place are inevitably placed within the thematic context of what the alterations bring to the users. Users are the alpha and omega of this public library system.
In this blog posting, I would like to discuss the changes to the structure of the reference system, and the impact they appear to have had on the user base. In the previous library, there was one system for reference questions, consisting of a gigantic wall-length desk at which several prune-faced librarians would sit, answering all questions. It was not the happiest atmosphere. I used to visit the library myself when I was a boy and then again before the place closed, and the only thing that changed for decades was the fact that the librarians used to wear pants suits and sport Farrah hair dos. I was pleased to see the end of the pant suits, but I would not mind if Farrah hair made a comeback.
Strangely enough, in terms of service provided, the public never seemed to have many questions for the librarians of yore at the Santa Monica Public Library – and Santa Monica had a rather poor reputation for reference services. People were too afraid to approach the intimidating-seeming desks, which resembled nothing so much as a judge’s bench – and the position at the desks appeared to create a sort of “attitude-y state which, while it might not have been actual, was perceived as real by the patrons.
The renovation of the Santa Monica Public Library split the library into two floors – fiction on the main floor and non fiction on the floor above. But more importantly, reference services have been split into two sections. The first floor has a sort of receptionist desk right inside the main doors. This table has room for two staff members – a minimum of one of them will always be a public services librarian, but the other might be a librarian or might be a paraprofessional imported from the circulation check out desk. This desk is where patrons seeking easy ready reference questions can quickly find their answers.
Meanwhile, on the second floor, there’s a line of three rather pretty little desks that more resemble the marble counters found at a Starbucks. This is where the three actual bona fide reference librarians sit. Behind them are the stacks and stacks of reference books, containing the government information and scientific indexes available for reference questions.
The new atmosphere is one of approachability – and, in truth, as a result of this retrofitting, the librarians appear to handle more questions than ever before. I am not entirely certain how many of the questions are academic in nature – the residents of Santa Monica appear mostly to want to learn how to access government information or want to discover trivia for purposes of entertainment – but providing scientific information is certainly part of the reference librarians’ purview.
Santa Monica does operate with some defined “subject specialist” librarians. In particular, there are a pair of librarians who specialize in technical information – stuff involving computers and technology. They operate a “petting zoo” to instruct patrons on the use of the newest gizmos and geegaws, from Kindles to Ipads. They are also the figures who are the ultimate overseers of the 70 public internet stations, deciding the policies relating to time limits, filtering (there’s none), and programs installed onto the computers.
Santa Monica’s collection development policy specifies that works retained by the library should appeal to a general audience, with an overall emphasis on self help. Thus, in terms of STEM materials, the print works consist of basic textbooks and how to manuals, along with some subject specific items. There are some text books – along with the sort of science books by popular culture mavens like Carl Sagan and Stephen Hawkings, as well as the great philosophers and scholars. However, the general goal is not to provide material for academic or advanced scholars – it is believed that there are other options in LA for that sort of thing.
Hello? Do these comments work?
ReplyDelete-- Paul
They do indeed!
ReplyDeleteAnd you make an excellent point about the importance of aesthetics in library design here, one that's often overlooked. It's really important that staff areas, particularly desk space, be designed with customer service principles in mind. Sometimes that's as simple as making sure that the librarian is sitting at the correct eye level. Elevating the reference desk may look neat and let the librarian find the couples making out in the stacks without leaving their desks, but if they look like they can't be related to, you might as well have built a crow's nest for the librarian to sit in. (Alternately, security cameras are cheap, easily installed, and provide valuable footage for usage studies/blackmail.) Even the most cerebral scholar can be intimidated by the prospect of asking for help. I think this is part of the reason so many libraries have gone to a more open design (besides attempting to counteract the clutter caused by tall stacks, obviously); it makes the staff seem more approachable. She's not a reference librarian, judging you for your stupidity; she's a woman at a desk waiting for you to give her something to do.
Yes! Approachability is the clear purpose of the retrofitting, and one I endorse absolutely. However, even the idea of librarians at desks sometimes seems a little old hat to me. I went to the theater a few weeks ago, and they had these folks -- well, they used to call them ushers, but now they were called "theater concierges." They wandered around the lobby, holding Ipads, and assisting patrons with locating precisely where their seats were and how to book other nights in the series. I could not help but think that it would be of great benefit if, in a library situation, we could take the librarian to the patron, instead of forcing the patron to approach an intimidating figure sitting behind a desk. After all, if you give the librarian an Ipad, he or she is mobile and can go out and help the patron where the patron is, in the stacks. And, of course, you could also have a desk-bound librarian for the more complex reference questions.
ReplyDeleteTaking the library to the patron - that's the idea behind Texas Tech's Rolling Reference librarians. I think Innocent may have mentioned it during our chat with him.
DeleteThere is a mention of the service here:
http://wokinfo.com/texastech/
There's a brief view of the librarians in action at the beginning of this video:
http://www.youtube.com/watch?v=BBEi_vW3zvI&list=UUlcnoYXJJTOSam0SlA-cGSA&index=11&feature=plcp
Desks. I spend too much time at them, I think, and so do many librarians. When I happen to be working on things in the stacks or walking through an area, lost-looking people seem less uncertain about talking to me. I've heard the idea of using iPads in lieu of desks, but I'm not sure; I think I like the split model better as it's a little closer to the familiar and gives part of the staff a chance to be off their feet.
ReplyDeleteDo you think iPads are mobile enough? Seems like a smartphone or smaller tablet might work better (more handy). Does carrying tech instead of a desk put a librarian at risk (thieves, breakage, loss, fewer slots available on wifi)?
-G Streeter
Gillian, I work as a page at my library and I notice quite often that patrons will feel comfortable approaching someone who is in the area amongst them. It may be that they feel a bit intimidated by approaching the elevated desks at which their majesties The Librarians sit enthroned.
ReplyDeleteBut to return to what I saw at the theater, with those nice Patron Concierges wandering about with their Ipads. I have no idea what they were doing with those Ipads, but holding the mere objects made them LOOK helpful, like they're latter day clipboards. A librarian with an Ipad and the ability to go ticka-ticka-ticka and look up any ole thing right there in the stacks seems very helpful to me, though.
I like the idea of having multiple areas to answer ready reference questions, particularly in larger libraries or in libraries that have multiple floors. The technology-specific librarians are also a great asset. In most public libraries the people at internet stations have to be monitored and assisted by the general reference staff who may not be very familiar with technology.
ReplyDeleteIntroducing approachability to a library is always a good idea. Sometimes libraries can be intimidating and getting rid of this can only be a good thing. I also like the idea of splitting the non-fiction and fiction sections up by floors. Having librarians also show people new techno gadgets is a cool idea.
ReplyDeleteI think that changing how people perceive librarians is very important to patrons realizing how important they are and how much a librarian can help them. So if having a wandering librarian works why not?
ReplyDeleteEchoing the other sentiments here: It is SO important to ensure that the organization of your library lends itself to making the librarians feel approachable. As comfortable as I am in a library (and as often as I've visited them, especially in childhood), approaching the librarian at their desk was always a "cross my fingers, take a deep breath, say hi, and hope they don't get mad at me for bothering them" kind of experience for me. Paul, I absolutely adore the idea of having librarians take a walk through the stacks throughout the day (maybe once an hour or so?) to see if they can offer their help. It is a great way to avoid making the patron work up the courage to step up to the (sometimes intimidating) reference desk. :)
ReplyDeleteThe concept of customer service is an important but likely overlooked aspect of many renovations. Friendly, helpful staff is just as important as ample work-spaces and comfortable seating within the library. Thanks Paul, for highlighting the customer service aspect.
ReplyDelete