S & D Successes and Failures

Well, I went to the public library yesterday to work on my S&D questions. I found most answers, but had difficulty finding all of the sources and will return another day to find those. My time was somewhat limited, but I still managed to get quite a bit done with the time that I did have. I found the dictionary of synonyms quite interesting... why not just call it a thesaurus? I love words and finding new ones or rediscovering old ones is intriguing.

I did find that the Durland's Illustrated Medical Dictionary was actually Dorland's... after some hunting and sending Benny in one direction while I went another. It was nice to have him there to help me find some of the call numbers since the person at the reference desk was less than helpful. When I asked where her bibliographies were located, she told me a few different places, didn't lead me to those places, and never checked up on me, even though I purposefully plopped myself down at the table directly behind her desk. I had a hard time locating some of the sources with the catalog... do they only catalog books that are available for checkout?

Overall, I appreciated the time to get to know the collection better there and to get better acquainted with bibliographies, dictionaries, and encyclopedias. A Saturday afternoon well spent, I'd say.

S & D questions

This blogging thing is difficult for me. I'm used to keeping a journal, but the journal is more portable than the computer. I can't find time during my planning at school to post, and our evenings are crammed with other commitments, reading for class, visiting banks to determine financing for the house, etc. I could find time with my regular journal to do this, but finding time to sit down at the computer when Benny's not using it for taxes or bills or SG stuff is tough. I don't mean to rant, and see the purpose of posting online, just venting. Maybe I should just make notes and then post when I can?

I'm going to the library today while Benny's at work to work on my S & D questions. I'm hoping that with these few hours, that I can at least knock out the ones that are at the Watauga Public Library today, and then work on the others on Monday night.

"Fabulous" Patrons

After spending a significant part of our work session exploring the periodicals and not finding any indexes, we went to the service desk to ask the student workers there. They both seemed rather unsure of how to answer our question, one didn't even seem as if she knew what an index was, aside from being in the back of a book, like you find in some research materials. So, we trekked upstairs to the reference desk.

I'm sure that when Nancy and I were approaching the reference desk last night at the library, the librarian thought she was going to get the typical question regarding a technology glitch. Nope... we were the classic patrons with the vague question, "We can't find the periodical indexes on the shelves. Where are those located?" So, we went round and round about our topic and finally explained the entire project to her. Then, she invited us around the desk to look at the search she was doing for the online indexes and to see which periodicals had indexes online and which were in print. We discovered that probably 95% were online, with a few exceptions, such as the New York Times, being in print. She showed us where those print indexes were located and we were off.

But this was definitely a lesson in asking clarifying questions and learning how to clearly state a research question to get at the heart of what it is you're trying to find out.

Observations

On January 22 at 4:30 pm, I observed the reference desk at the Watauga County Public Library. When I arrived, I did not announce myself to the librarians, as I did not want to have them change their routine because of my presence. The reference desk itself is well marked with brown and white signs and the librarians were chatting and checking the catalog when I arrived.

Shortly after my arrival, a patron asked for assistance with a computer he was using that had shut down. The librarian asked to patron for his library card, to ensure that he was the one initially using the computer. I found it interesting that patrons can simply scan their library cards to sign up for a computer for an allotted amount of time. If they need an extension, they simply need to revisit the desk or request one of the rooms with a computer, rather than a cubicle. The librarian assisted the patron in scanning his card again so that he could continue to use the computer.

During the down time, which was minimal, the librarians continued with paperwork and shelving books. They made sure that someone was at the desk if one of them left. During this time, I noticed that many of the patrons were school age children who were there with parents. The children did not approach the reference desk, but parents occasionally would. I wondered if the reference desk was intimidating to the children, or if their parents felt they had a better grasp on the questions to ask. There were also several older couples and retirees making use of their afternoon in the library.

The librarian assisted several patrons throughout the afternoon in printing materials they had found helpful. The charge per page seemed to be a standard ten cent fee. In between helping patrons with printing documents, the librarian looked up online the guidelines for the local spelling bee. Does the library help to sponsor the bee? I have never noticed representatives from the public library actually at the bee, so the search piqued my curiosity.

Later during my observation, the librarian explained to the patron how to make a CD using the computer, but did not offer to go to the computer to instruct the patron one-on-one. However, the librarian did say to come back to the desk if the patron had any trouble. Another patron approached the desk to inquire about biographies on a certain artist. The librarian assisted the patron in searching the catalog and also inquired what other sources the patron had already found. As the patron continued to converse with the librarian, she stated that this was for a school project for her child. The librarian found one source at the Watauga County Public Library, but also referred the patron to ASU’s Belk Library.

The main desk sent a phone call to the reference desk regarding professional development opportunities. The librarian discussed the options with the person on the other end of the line and wrote down a few things. Then he discussed the opportunities with the other person working at the desk. While the librarian was on the phone, a patron waited to be helped. The gentleman asked for an extension on his computer time, which the librarian granted, and the gentleman returned a few minutes later to thank him for his help. This patron later returned to ask for assistance on the computer, and the librarian left the desk to help him, making sure that someone was at the desk when he left.

A patron then called the reference desk and inquired about a source. The librarian searched the catalog for the resource, but found that the book was checked out and the patron opted not to have it held when it was returned.

Later, another phone call from a patron was fielded, this time concerning tax forms. The librarian asked the patron if he was at a computer and directed him to the IRS website. The patron was talked through how to search the menus for the form he was looking for. The librarian asked for clarification on the form number and letters and continued to search with the patron. The patron was asked to call back if he needed any further assistance.

Throughout this observation, I noticed several patrons who seemed to be regular visitors make use of the computers for various tasks, from email to word processing to internet searches. I was also struck by the variety of in the demographics of the patrons, from school age students to retirees. I had also never noticed the amount of time librarians spend on the phone helping patrons, I suppose because I tend to want to physically go to the library as a patron and look through the materials myself.

Observation 2

On January 25 at 4:00 p.m., I again observed the reference desk at the Watauga County Public Library. Today there were fewer school aged patrons milling about, but more retirees.

The first patron to approach the desk was an older gentleman who asked for assistance printing a document. The librarian gladly helped him and charged him the appropriate fee for printing his pages. While the librarian was doing this, another patron waved to the librarians at the desk, obviously a regular visitor.

Another gentleman later approached the desk and inquired about the address for Legal Aid of North Carolina. The librarian looked up the information online and wrote it on a card for the gentleman. He asked if the patron would like the phone number as well, but the patron declined. After this patron left, another patron came requesting tax forms and was directed to the row of tax forms along one shelf. The patron was asked to return to the desk if she needed further assistance.

A patron requested a reservation for the use of a computer, and the librarian asked if he had a preference. The patron said that he’d like to use computer number nine. When this patron left, the librarian checked the library email and replied to a few patrons via email. During this time, another patron reserved a computer by using her library card and the scanner. Yet another patron approached the desk requesting the use of computer number fourteen, which he had reserved the previous day. The librarian showed him to the computer.

During the lull, the librarian cleaned the computers at the reference desk and shelved some books. A patron waited for the librarian to return from shelving books, but left the desk before the librarian returned.

A disabled patron (autistic perhaps) approached the desk, visibly upset because he had lost his wallet. The librarian tried to calm him, and then his caretaker came and helped him find his wallet. The librarian assured him that if he saw it, he would let him know.

Another patron requested help in finding books by Ann Graham Lotz. The librarian explored the catalog, while telling the patron what he was doing. He explained that there were some in Ashe County and explained how interlibrary loan works, with books being returned to the home library after they are returned to the local library by the patron. The patron then requested some books and returned to the stacks before leaving the library.

The reference librarians discussed schedules with the children’s library desk assistant. An older gentleman asked how to put in a request for a book not in the collection and the librarian explained the request sheet and that it was located at the main circulation desk.

The librarian and assistant discussed cleaning the computers (defragging, etc.) and the possible purchase of new computers for the reference desk. They discussed that this would mean using Windows Vista as an operating system, rather than what they currently use. Then the librarian announced that the library would be closing in 30 minutes, and requested that patrons using computers log off in fifteen minutes in preparation for closing. I found this quite interesting, as I did not realize that there was an intercom system in the library. Another patron approached the desk to reserve a computer and was told that he would only have a few minutes. He said that he had heard the announcement, but thanked the librarian for the reminder.

The librarian walked to the main desk and returned to the reference area with a cart for reshelving books. He went about tidying the computer cubicle and straightening the headphones, mouse, and other equipment. When the librarian returned to the desk, he discussed closing procedures with the assistant. They went about those, one of the most interesting being that they were able to shut all of the computers down from the main computer at the reference desk. The librarian also returned the cash box to the main desk, which had the money that was collected throughout the day from patrons paying to print documents. I found the closing procedures quite interesting, as I’d never closely observed them before. The librarian performed these duties while assisting patrons as they came to the desk.

Overall, I felt like the librarian served patrons well and helped them learn how to search out information, rather than just handing them answers.

Reference Librarian Interview

On Monday, January 21, I interviewed reference librarian Ken Johnson. Johnson was hired as a business librarian at the Appalachian State University Belk Library in 2001. His background includes an undergraduate degree in English, a MLS degree from UNCG, and an MBA. He previously worked as a public librarian in a library outside of Philadelphia, PA.

Recently, he became the Coordinator of Learning and Research Services for the library, with part of his role being to help create more of a uniformity of service for patrons, particularly in the area of training student workers. Currently, student workers go through minimal training, but Johnson is working toward having several training sessions to help student workers become more familiar with the location of sources and how to better assist patrons. Part of their training includes role playing and becoming more familiar with the RAP session that the library provides.

The RAP session, or Research Advisory Program, is a one on one session that students can sign up for with a librarian. Students can now sign up for RAP sessions online by scheduling a choice of times through the ASU library homepage. First, students describe the assignment or make a copy of the assignment sheet for the librarian and allow the librarian a few days to prepare for the session. The session typically lasts anywhere from fifteen minutes to an hour, with the librarian assisting the student in finding resources from the “research triangle”, which is made up of books, articles, and internet sources.

Johnson discussed the differences in demographics and patron needs in the academic library setting versus the public library setting. He found that in a public library during the day, patrons were largely pre-kindergarten students with parents or pre-school groups and retirees. As the afternoon progressed, students began to come in around 3:30, with there being a mix of students and adults starting around 5:00 p.m. Johnson mentioned that he found patrons in the academic library setting to be more willing to learn how to use sources and to seek out sources on their own than some patrons in the public library setting. He also said that he found patrons in the public library setting to be much more apt to bring personal research questions to the reference desk, whereas patrons in the academic library have more academic research questions (appropriate considering the setting). Johnson said that at times, he found it helpful to be working at the desk with a female librarian, because often female patrons were more comfortable voicing personal research questions to a woman.

Some of the most interesting information disclosed during this interview was concerning the sources and services used in the reference section. Ken Johnson reported that the source most commonly used was Academic Search Premier, which is an online database. He explained that in the course of his career, the use of the internet was just beginning as he began his career, so he has had the opportunity to see it’s increase in popularity and ease of use in terms of accessing sources. Often, he finds that reference librarians now spend the majority of their time searching the internet or helping patrons narrow their searches on the internet, rather than accessing print sources. Additionally, Johnson explained that the role of reference librarian has changed drastically with the introduction of computers for patron use. Reference librarians often spend time helping patrons trouble shoot problems with printers, programs, and general computer use. Essentially, reference librarians have not only become responsible for assisting patrons in finding answers to their research questions, but also answering their technical questions.

When Johnson was asked what his most unusual research question had been from a patron, he shared that he did not wish to share that information because of a conversation with a previous coworker. In short, the coworker shared that at this particular public library, reporters would often ask this question and he made the mistake of answering the question one time and later regretted it, because he realized that the patron likely would not return if he or she had read the article. So, Johnson’s philosophy is similar to that of a patient and doctor, in that he will not disclose such information so as not to embarrass the patron he has developed a relationship with.

Johnson did share that his least favorite experience at a reference desk was answering geneology questions, while some of his most rewarding was working with a return patron with whom he felt he had developed a relationship. He stated that one of the most rewarding experiences was simply receiving a sincere thank you from a patron for his time and patience.

Enjoying being a student

After teaching all day, it's a nice change of pace to be a student again! I'm looking forward to learning how to incorporate what I learn here into my classroom during the day.

Profound statement from my student for the day:

"Mrs. Watson.... I mean Mrs. McWatson.... I mean Mrs. McFalls. Can I just call you Mom?"