Millennials rock

As longtime readers know, I used to work in a public library and transitioned back to academia a little over a year ago. In both cases I’ve been in management roles, and have been bothered by the negative stereotypes attributed to millennials. So I was pleased to see a new report by Pew Research Center that notes “Millennials in America are more likely to have visited a public library in the past year than any other adult generation.”

Wait, didn’t I just say I’m a university librarian? Yes, but I have always been and will always be a public library advocate — if you’ve read Nocturnal Librarian before, or scroll through my older posts, you’ll see I believe strongly that public libraries are the most important public institution in America. Plus, the report said some things that academic librarians should note:

Pew defines millennials as 18-35, which is also the age of many (although certainly not all) college and university students. The survey asked about public library use, and Pew makes sure to explain: “It is worth noting that the question wording specifically focused on use of public libraries, not on-campus academic libraries.” So, even if they are visiting campus libraries, they may also be visiting public libraries. Or — and this is growing more likely all the time — they may be taking courses remotely and visiting their local public library. They may be using the college or university library’s website; in fact, a link to those resources is very probably embedded in their course management systems and in syllabi. I’d be very interested to know if students consider a visit to their college library’s website, full of eBooks, eJournals, and databases, a visit to the library?

I saw my public library’s website as a virtual branch and that view was becoming more widespread among my colleagues, and I am beginning to hear about this idea in academic library circles as well. I think it’s important to let students know that they can “enter” the library online and in most universities, access whatever they need to be successful. Accrediting bodies are looking at whether the same academic resources are available to online students. it just makes sense to design and promote the website, then, as an extension of the library.

Which bring me to the other point I found heartening in the Pew report: “College graduates are more likely than those whose education ended with a high school diploma to use libraries or bookmobiles in the past 12 months (56% vs. 40%). And a similar gap applies to use of library websites.” So those of us who work in academic libraries may be contributing to lifetime library use. And that is good for all of us, and our communities.

Millennials rock for many reasons — and I’m not just saying that because I am the parent of one (or two, according to Pew. My younger offspring is either a millennial or a Gen Z, depending on whose demographic definition you believe). But their use of libraries is one of my favorite reasons.

 

Ties in the library

I’ve written here at Nocturnal Librarian about libraries that lend more than books, including one NYPL branch that lets kids borrow dolls, and other libraries that lend cake pans, telescopes, tools, art, and park passes. Yesterday I read about an unusual collection that might make sense for academic libraries to consider: interview wear, in this case, ties.

A public library in Philadelphia and another in Queens do this — turns out the librarian who started the collection in Philadelphia had visited the library in Queens. I read it and wondered “what about women’s interview wear?” but realized it’s different, a woman seeking a job can wear a broader range of clothes and still looked dressed up. We recently interviewed several candidates and only one of the men wore a tie. I wouldn’t choose someone because they dressed up but it does signal that the person felt this meeting was worth making an extra effort.

Some people in academia will say that teaching students to “dress for success” is really the responsibility of the career advising office. True, but libraries are uniquely positioned to lend things and manage lending collections, so we’d be a natural partner.  I haven’t found any academic libraries lending ties, but I did discover that Columbia University’s career center lends entire suits, for both men and women. Corporate partners donated the suits and a dry cleaner donates cleaning.

Lending interview clothes might help give students an edge when job hunting. It also might be a nice symbol of a university’s empathy and good faith toward students as they try to translate their educations into paying jobs. Whether libraries or career offices take the lead, this seems like a student-friendly initiative. I like the idea of ties, because they are smaller and simpler to store than suits and probably don’t need to be cleaned after each wearing. But I wonder what women students would think of that.

What do you think? Do you work in an academic library that lends anything unusual, or anything that you acquired to help another department on campus, like career services?  Is there an equivalent item to ties that women could borrow for interviews?

 

Creating lifelong information seekers

On a library instruction email list I read, there was a recent discussion that included an interesting point: when we teach the use of databases to college students, it’s both worthwhile and in line with our mission of producing lifelong information seekers and users to note that once students graduate, they can often access databases through their public libraries.

The thread stayed with me. First of all I like the idea of fostering a continuum of library use. There’s a natural progression from toddler story times to college library users (although we often lose them in their teens), and if we can pay it forward in academia by encouraging our students to return to their local libraries when they need information in the future, we should.

Second, I think it’s useful to think of what we’re doing in larger terms than just helping students learn what they need for the current assignment. Informed citizens are good for our country and our local communities. If we can play a part in preparing students to find, evaluate, and use information well, and also influence those students to become lifelong library users,  it will hopefully be helpful to them, good for society, and good for our profession.

As I prepare for my first full semester of library instruction, I’m going to keep these things in mind and be sure to remind students that the skills they are applying to their papers can be just as helpful later when they want to learn a new skill, research places to live or work, find out about health concerns for their parents and schools for their kids, and much more, and that their local library will be a resource for them as they go into the world. Do you talk about these kinds of things in your information literacy program? Leave a comment and share your ideas.

 

Responding to violence

Last year when I worked at a public library, I suggested we do more displays on current topics in society — racism, refugees, gender issues, etc. This was met with resistance as the city I worked in didn’t want the library to appear to be taking stands on issues (more on that later) but I was permitted to do a display on drug addiction. New Hampshire is one of the states dealing with rampant opioid addiction, and has one of the highest rates of prescription painkiller use in the nation. It was very popular, by which I mean people took books from the display and we had to restock it. That to me was a strong indicator that people want to learn more about what’s happening in the world.

Friday (when the news of the Dallas shootings was fresh) at the academic library where I now work, I discussed with a co-worker how shell shocked I felt from the week’s news — it was awful to wake up to news of one violent act after another. I told her it seemed like a good time to make a display about nonviolence and racism, something for people who also felt overwhelmed by the news. She agreed that would be a good service to the community and that she’d like to work on it.

I went back to my office. A short time later one of our coworkers called me from the front desk to say the two of them had imagined a problem: wouldn’t people come in and ask why now that it was police who were victims were we putting up a display, and where were we when innocent black men were killed earlier in the week and when mostly hispanic and gay victims died in Orlando? I said that wasn’t the intent at all, it was the groundswell of violence that had caused me to feel we needed to offer a display. Heck the bad news wasn’t even limited to America. There were innocent victims of violence and racial, religious,or cultural intolerance in Dhaka, Baghdad, Syria, Istanbul, Europe, Britain.

We agreed tentatively that they would also put out books on homophobia, extremism, Islamophobia, etc. But the conversation unsettled me — was I unconsciously reacting because cops were killed, even though I don’t like or agree with media coverage that seems to favor the lives of cops or members of the military over civilians?  (I say that as the wife of a former Marine who hates that implication.) Trying to take a detached look at it I decided my initial sense was that we needed to offer resources on nonviolence and a historical perspective on how America has reached this point. I was inspired by something the Bishop of New Hampshire shared on Facebook: an article I read just before work, on how to be a peacemaker.  I wanted to make a display that would help people understand each other and the world.

No, I didn’t value police lives over other lives. Why now? Because news of gun violence, as well as racism, was incessant this week. Should we try to retroactively respond to all the other violence that has been in the news this summer? I guessed that was an OK compromise, but it made me feel as if my instinct was selfish, and also made me wish I hadn’t suggested the damn display in the first place. Still, my feelings weren’t what mattered, being inclusive seemed like a good thing, so I just hung up and got on with my work.

But later the first colleague came back to me and said we needed to stick to the initial scope of the display: nonviolence and racial injustice in America. She felt it would just look like we were covering all the bases to include other issues, and that she’d rather have a substantive conversation with anyone who asked “Why this display, now?” She got why someone might ask us about it, but was comfortable articulating that whether we should have a display every time something bad happens or on every issue isn’t the point, the point is that yesterday, we just wanted to help people who feel pained by the events of the past week. Like we did. She thought we should honor that, rather than cheapen it by trying to be all inclusive.

Her sensible offer to have conversations about the display is just what should happen when people have questions about tough issues or positions. That’s the only way forward — to calmly discuss things. I’m grateful for her perspective and a little ashamed that my own reaction (“fine, include everything and everyone”) was to cheapen the horror, even if I was diluting it with other, equally horrific things. I came by that in part because of my experience in the public sector, where taking a stand was considered taking a side, which was discouraged or even forbidden.

Should libraries, public or academic, create displays that present information about controversial or divisive issues? I think they should. People are hungry for something more than news bites, and books can provide more in-depth analysis. Libraries also, as part of our mission, collect resources that present varying viewpoints as long as they meet the standards set for our collections (well written, well researched, well reviewed, for example), and therefore we’re in a position to challenge people to read points of view that differ from their own. If we’re taking a side it’s the side of creating an informed citizenry. Will anyone question our motives? Possibly. But I have a good answer — I’m trying to learn how best to respond to this, and thought others might want to learn too.

 

 

Back to the beginning

Today I went to my local public library. As a patron, not a staff member. It was, admittedly, a strange sensation, not least because I couldn’t find my hold, which turned out to have been cancelled (yikes! I’ll have to read those emails more closely) but one I will have to get used to. I’ve left the public library world to return to the place where Nocturnal Librarian began — a small private liberal arts university where I’ll be the assistant director of the library. It’s a good move for me, career wise, and I will enjoy serving the academic community again. But of course, I will remain a champion of public libraries, and I’ll be in good company.  I know of at least two colleagues at the university who serve as trustees at their own local libraries.

Educators are big library fans, and at my interview I actually got into a great discussion with some professors about the future of public libraries and their role in society. I love that kind of discourse, which is one reason I feel good about making this change. I also love helping people find the information they need, and am looking forward to those “ah ha” moments with students that I remember well from when I was a night reference librarian at this same college a few years ago. Universities are pretty much entirely staffed by members of the book tribe, which I love. So I’m pretty excited to start!

Stay tuned to hear about my adventures in academia. And see what I’ve been reading between jobs over at bookconscious.

 

 

 

Being countercultural

A few weeks ago I had a conversation that’s stayed with me. I was speaking with a group of people when someone pointed out that libraries are countercultural. I think what he was saying is that the existence of a place where everyone, for free, can enter and read and learn whatever he or she desires is really pretty mind-blowing if you think about it.

But is what we’re doing really counter to the prevailing culture? I guess libraries are sort of a part of the “slow” movement. Like cooking from scratch or making things by hand, reading and learning are time consuming, in a culture where many people prefer to do things as quickly as possible – although James Patterson is trying to make reading speedier by publishing books that can be read in one sitting. Regardless of the cultural preference for speed, the Pew Research Center reports that Americans have a very strong affinity for lifelong learning. And there wouldn’t be slow or maker movements if people weren’t willing to invest time in these pursuits, so maybe slowness isn’t all that at odds with the culture. Nor is learning.

What about reading? The media likes to report that no one reads, but again, looking to Pew, that just isn’t true. In their report on reading in America in 2013, the center notes that a large majority of adults read at least one book in the previous year, and not just rich well educated adults. Across their demographic measures, readers were in the majority.

So if taking one’s time to do something worthwhile, learning, and reading are more common than not, what is it that seems countercultural about libraries? Perhaps it’s that we’re open to absolutely everyone, and funded by all for the common good? That we seek to provide diverse materials to every community we serve? That we not only offer public space, but also quiet — there are very few places in the world where people can enjoy relative silence. That libraries do not just offer books and other materials but cherish their existence? That free access to information is libraries’ birthright and highest ideal?

There are many ways libraries are countercultural, and every person will probably have a slightly different take on how this is so. But it’s helpful and to me, comforting, to note that in important ways we are more in step with the culture around us than not.

Why be a librarian?

The Guardian recently published two letters from librarians in the “Public Leaders Network” — a brilliant feature which the paper describes, “This series aims to give a voice to the staff behind the public services that are hit by mounting cuts and rising demand, and so often denigrated by the press, politicians and public.” I’ve written before about efforts to reduce funding, cut services, or close libraries in the UK. This map shows mixed results of campaigns to keep libraries open there.

The letters are interesting — the first, published on National Libraries Day, is by an anonymous librarian in the Northeast of England. After explaining the assistance staff provides to job seekers, parents & carers, and young people, the author sums up:

“I know many people think we don’t need libraries when there’s Amazon, kids can use Google for their homework, and supermarkets sell paperpacks for £3 and are open 24 hours. But libraries are so much more than books. They have ebooks, audio books, academic journals, online resources, online driving tests, genealogy research. They play host to art classes, carpet bowls, tea dances, cafes, dementia support sessions. They provide a space for carers to meet, and people to be part of a community when they may otherwise be socially isolated. I’ve lost count of the number of customers who have told me, “You are the only person I have spoken to all day.”” In the face of having to offer so much and on top of that, deal with budget cuts and politicians who believe all this could be done by volunteers instead of professional librarians, the writer goes on, “Who will want to become a librarian now?”

Although, I had to look up carpet bowls, this otherwise sounds pretty similar to pieces on blogs and in journals here in America. The second letter, a response to the first, is by someone who answered the first writer’s question. This writer sees becoming a librarian as a calling:

“For me, it boils down to one important point: the internet is a shallow (but extremely wide) surface-level summary of secondary, often opinionated information that sits on a bedrock of substantive knowledge that either isn’t on the internet, or lives behind a paywall, or is too expensive to purchase. Public libraries broker equal access to all that stuff. Get rid of them, and your information becomes drip-fed through Google filters (if you have a computer to access it). As a librarian, it will be my job to make sure those bridges are not burned, and that they’re well maintained and clearly marked, with delightfully efficient help points dotted along the way.”

The profession is in good hands with both writers — the first, a veteran of the culture war that argues libraries are somehow both unnecessary luxuries and basic community services that could be provided by volunteers, who still manage to end the letter, “even in difficult times, when I don’t know if I’ll have a job from one round of cuts to the next, I love it.” And the second, an idealistic newcomer to the profession. Both argue more or less this: libraries continue to be an essential public service.

The second writer’s perspective on this is eyebrow raising:

“A successful day in the library is one where people complain, like they would with any other local authority service. The Wi-Fi isn’t good enough; there aren’t enough academic texts; it’s too cold; it’s too loud; I don’t know my email password; why don’t you have this book? I love it. Complain and moan all you like – it’s your library service. It’s for you: take it, have it, use it. I’m your public librarian and this is your public library, and these are the hallmarks of public service.”

I am going to keep that in mind. It’s interesting to think that people only complain because they take for granted that libraries should be replete with well heated, quiet rooms bursting with every possible book and completely reliable Wi-Fi, regardless of having smaller staffs and budgets. But it seems a fine line between “Libraries should be doing all this much better, after all, they’re libraries!” to “Why do we even need libraries anyway, if they don’t even have/do ___?” I find that somewhat alarming. But I guess it’s cheerier to assume that people are only complaining because we’re essential. And it’s certainly heartening to know that people are choosing, even in quite uncertain times for libraries in the UK, to become librarians.

 

 

 

 

Book tribe community

This week I’ll be doing one of the things I love most about my job — helping to facilitate Books & Brew, our book club with no assigned books. We meet at True Brew Barista, a coffee shop and bar near the library, people enjoy the brew of their choice and we talk about what we’ve been reading. I borrowed the idea from a readers’ advisory blog post I saw that talked about a similar library group meeting in a wine bar.

And this weekend, we’re wrapping up my library’s first Winter Reading program for teens and adults, Book Bingo. The idea is to try any of the reading tasks (several of which are designed to get people to venture into different parts of the library, like reading a magazine, a graphic novel, or a book from the teen area) on the twenty-five squares, and if you get a “bingo” of five in a row, you get a raffle ticket. As you can see, I’ve whited out spaces as I rearranged titles to maximize my squares. I have books picked out for the rest of the card; I’m just playing for fun, not prizes, so I’m going to keep reading all the tasks even though it officially ends tomorrow.

FullSizeRender

Books & Brew and Book Bingo both appeal to me as a member of the book tribe – I love it when people want to talk about what they are reading. Just yesterday I had a woman stop by the information desk to say she usually just reads mysteries and she has had so much fun trying all the other things on the card. And the response to Books & Brew has been great for the same reason — it’s easy to join in, fosters a shared love of reading, and expands our reading horizons as we hear about and think of titles to recommend.

At their best, that’s what all kinds of libraries do — engage people of many different backgrounds and life experiences and bring them together, joined by a love of stories, true or fictional. Community happens when people recognize in each other a common humanity and a shared purpose, whether it’s seeking information or a quiet place to work or study, or finding a good book to read. And that’s why I love the parts of my work that remind me I’m a part of the book tribe.

More hand wringing and some hope

This was going to be a post about how good it was to meet colleagues at ALA Midwinter Meeting in Boston Monday, hearing what’s going on in their libraries and what they are doing to serve their communities. I didn’t spend as much time there as I did at PLA a couple of year’s ago, but I did meet some people and exchanged ideas and had a LOT of fun giving my Ignite talk. I also had the chance to hear a presentation fromLee Rainie, director of Internet, Science, and Technology at Pew Research Center, on their public library research (if you read Nocturnal Librarian regularly you know I’m a fangirl), which made me grateful to my fellow Americans who are life-long learners and library lovers in large majorities.

But then someone posted a strangely out of touch article from the Wall Street Journal on our state-wide librarians’ email list, “In the Age of Google, Librarians Get Shelved.” The author’s point is mainly that professional librarians are obsolete (because of Google? I can’t imagine this was really written by a librarian) and are being replaced with younger, techier, less skilled and less formally educated “assistants.” First of all, the issue of paraprofessional staffing in libraries where once there were many more people with masters degrees is as much about the general outcry against taxation that has gripped America in the past decades, the bursting of pubic pension funds and rising costs of health care, the slashing of municipal budgets, and the trend in both public and private sector to hire more part-time and lower wage hourly workers and fewer salaried full timers who cost their employers extra in benefits as well as pay. It’s also, dare I say, reflective of a lack of understanding of what we do on the part of people who read an article like this one and think they have an accurate picture of libraries today.

Second of all, I don’t know where or when the author got his own degree, or if he even has one, but clearly he missed any courses or training in research. As I’ve frequently written here, libraries may be evolving in terms of offering more technology and picking up the slack in providing jobs related assistance (resume writing, online training, search assistance, etc.), social service referrals and assistance (including a good bit of unofficial homeless shelter-ing and services for immigrants), and as I’ve heard more and more lately, offering meeting space for small groups when those spaces are disappearing.

But what we do — connecting people with information and resources and even more essentially, helping them navigate the tsunami of information that the author notes many find via Google. — is the same core mission libraries have always had, our materials just come in more formats. And yes we also provide important resources, increasingly, for entrepreneurs, freelancers, consultants, and telecommuters who prefer to work where the WiFi is free, they don’t feel compelled to buy coffees or meals, and they can spread out at a desk or table without being asked not to linger. Oh, and they can get expert research assistance, access to databases, newspapers, magazines, books, etc., anytime, for free.

Professional librarians and paraprofessionals alike are trained to provide information literacy (determining the reliability and/or bias of information, safely and securely navigating the Internet, etc.), a key component of being a self-sufficient adult in our society. We also provide early literacy for free to families — at a time when politicians can mostly only bicker about it. And programs for all ages (also free), and some of the only quiet spaces left in America that are open to all, as a benefit of citizenship. No, we don’t shush people anymore, but most libraries, save maybe the tiniest, offer some haven for those who need to study, read, or think in peace.

At any rate, librarians are not going away, and libraries offer so much more at our reference desks than looking up facts and figures (there isn’t much demand for those anymore anyway, just listen to what passes for public discourse). Yes we also make change, point out where the bathrooms are, and help people find their print jobs, and most of us have fewer physical reference books to refer to. But you know what? We can still find a lot more than the average person and so much more than Google to work with. I wonder if that writer has even heard of the deep web? No, it’s not some kind of spy game, it’s all the stuff that lurks below the www surface, that your local skilled librarian can help you find. Just ask. We’re still here for you, and we’re not going anywhere. Thankfully, since most people are interested in learning and admire libraries, I am hopeful that more people know that than don’t.

 

Send ’em home happy

Tomorrow at the ALA Midwinter Meeting, I’m presenting an ignite talk. As part of my final preparations I am sharing a transcript of what I plan to say here:

Hi, I’m Deb Baker, Adult Services Manager at Concord Public Library in Concord, NH. I’m going to share my library’s customer service initiative, Send ‘Em Home Happy — intentional, affirmative customer service.

Around the time I became Adult Services Manager I got to attend PLA and also Supervisor’s Academy at Primex in Concord. I was FULL of ideas, and I wanted to write them ALL into my annual goals.

My biggest idea was this: what if we radically changed the way we interacted with the public at the service desks? Yes, we would still check items out and answer questions (mostly about where people’s print jobs have gone), but what if we looked at patron interactions as a way of connecting the library with the community?

What if we made our desk interactions relational, instead of just transactional? With our interim library directors’ blessing I invited Carl Weber, who teaches the customer service module at Supervisor’s Academy, to come in and work with the managers.

He asked us to notice our own interactions in stores and offices around town. Did we feel like we belonged or mattered? Like we never wanted to go there again? Or somewhere in between? And why?

He also suggested we sit down with our work groups and ask: what rules or procedures are getting in the way of providing good customer service in the library? This very interesting.

A couple of changes we made: teens no longer need an adult present to get a library card. And desk staff can override the system’s block when a patron whose card has expired calls to renew items or place holds.

Another thing Carl helped us see was that our desk staff didn’t always engage with people. Sometimes they (ok, to be honest — we) didn’t even look up from our monitors very much.

There was a reason — for years, staff were told not to be too chatty and to stay “busy” at the desks. They knew being friendly was important but there had been no formal training in how to promote the library through patron engagement. We had some staff trainings about the customer service interaction, and Carl spoke to the staff about the work the managers were doing.

One thing I learned at PLA is that librarians universally make the same marketing mistake: we know the library is awesome, what we have to offer is awesome, so we assume everyone else knows that too.

But I’ve had even longtime patrons thank me for showing them something as simple as how to login to their account online to renew items or where to find staff reviews. What’s obvious to us isn’t obvious to even our most regular patrons.

So every other month the CPL staff chooses a “Did You Know” feature to promote at our desks. We put up signs with a visual and a little info. on the patron side and talking points on the staff side to foster conversations.

During this whole process, our staff began to to think creatively about how to connect with patrons through displays, readers advisory and programming. What’s your staff into? Knitting? Zentangle? Cats?

Don’t be afraid to try something that might flop — staff passions have to match public interest to work. I tried another idea from PLA: Short & Sweet, a story or essay discussion and dessert. I had to let it go after 6 months of very low attendance.

But a staffer in her 20’s who really knows her geek stuff has very loyal followings for D&D Game Night and Teen Anime Club. She thrives and we thrive not just because we put these on the schedule, but because she’s connected to these communities and is bringing them into the library.

Someone on your staff who usually works behind the scenes may have something cool to share. In our case, a tech. services staffer set up a coloring station in the break room. Her art supplies are really cool and she got just about everyone to try it.

I asked her to consider offering adult coloring night. She was a little shy about it because she hadn’t done programming, but it’s our best attended offering — not just because coloring is hot, but also because she’s really good at sharing what she enjoys.

When our new director started we told him all we’d been doing and suggested library-wide customer service goals:

  • be relational instead of just transactional
  • get out of our own way – change the rules
  • connect people with resources & programs through desk interactions
  • use what staff is into to connect to the community
  • and, do the transactional stuff well, too — no one likes it if their items aren’t checked in on time or their holds aren’t placed

He listened to us and said, “Doesn’t this all come down to one big idea?”

Send everyone home happy.

So that’s what we’re aiming for with every interaction.