So, once you walk into the library the first thing you see is the circulation desk which is the only adult circ desk. This desk is also used by kids and families even though the children's desk is just around the corner.

This is also where the main book drop is. The best part about these book drops are that the bins underneath them are at waist level so that you don't need to bend over much to get the books out.

Another good idea I thought Pewaukee had was to offer "shopping" baskets for people to carry their books around in. Very helpful for elderly and parents with kids.

Last but not least was the signage when we first walked in. It was very easy to tell exactly where everything was. (Sorry that they are a little hard to read.)

And we're walking, we're walking...

Pewaukee Public Library Foyer

Hi all,

I've got lots of pictures of the Pewaukee Library here and I'm not sure what the best way to organize them are so bear with me.

When you first walk into the library there is a foyer with public bathrooms, the entrance to the meeting room, a flyer display and a donor apprecation area.

The public bathrooms are power washed 2x a year which helps them look and smell clean.

They put the meeting room entrance in this foyer so that it could be used by organizations after the library hours. You would give the group a key to the outside door and meeting room but the library itself would still stay locked. A librarian wouldn't have to be present and nothing would happen to the materials.

And now...into the library!

Staff Meeting 2/20/09

1. Missing DVDs - We will begin tracking the number of DVDs found missing from the shelf or discs missing from the cases. If you find an empty case on the shelf, mark the item missing and store the case in the galley closet. We should be able to run a report each month that shows the number of DVDs marked missing. With this information, Amber will do a cost analysis to determine if we should begin using security cases.

2. We may be getting a recording device for our security cameras.

3. Patron Behavior Policy is being reviewed by the Library Board. "No loitering" signs have been posted on the doors. Policy changes we can expect to see are:

No food allowed in the library except in designated areas (meeting room).

Drinks allowed in covered containers only.

No smoking within 20 feet of the building.

4. Patron Registration Policy - The registration form is being redone, combining the adult, child, and Spanish forms into one. Because the State of Wisconsin protects the library records of children 16 and older, our policy and procedure will be revised to lower the age for an adult card to 16 (with appropriate ID and proof of residence). The policy will also include a procedure and form for parents/guardians to request information about their child's library record.

5. Library Visits - Our goal is to have each staff member participate in one library visit. We have two visits scheduled (Pewaukee and New Berlin) and one in the works (Menomonee Falls). Look for things you would like in a new building; ask about what works and what doesn't -- what they would change if they could start over.

6. Reminder: After you respond to a voice mail message, be sure to delete it. We have started keeping a log book at the phone to record messages received, what action was taken, and who responded.

7. Guidelines for binding van items together - Myrna will write instructions. The van drivers need to be able to life and stack the bundles easily. Guidelines include binding like-sized items together, using enough rubber bands to hold them in place, and making the stacks small enough to lift with one hand.

8. Desk Reorganization Committee - Sandi and Janice will work to reorganize the supplies and equipment at the circulation desk. Amber would like them to make room for a second printer, find an alternative way to store items on hold, and make workflow as efficient as possible.

9. Multitasking - Patrons must be our first priority at the circulation desk. Both sides of the desk should be monitored, and only simple jobs that will not distract us from our public service responsibilities should be undertaken at the circ desk. Whenever possible, discharging should be done in the Circ Workroom. Amber is aware that we need more staff to have enough off-desk time to accomplish all our tasks. When it is quiet, one staff member can be "on call" away from the desk doing shelf reading, shelving or discharging. Rather than calling across the room, we will use a bell to signal when we need help at the desk.

10. Book Sale Shelf - Maintenance of the book sale shelf will be taken over by the Friends group.

11. Desk checklists will be created for routine jobs to insure they are done on a regular basis (i.e., pick list, discharging book drop, filing, shelf reading, etc.)

If I forgot anything, please let me know.
Sue

Reference Services, Chapter 4

Chapter 4 – Interview Techniques

At last! The patron has found the place to ask, has not been scared off, has approached the desk and asked a question. But what does the patron really want to know?

Most patrons will start by asking a general question rather than for the specific information needed. The reference interview is a dialogue between the librarian and patron that guides the patron through the process of asking and insures that the librarian understands what the true question is.

GENERAL GUIDELINES

Pay attention to the patron. Be a good listener. Focus your attention on the patron you are helping. Look at the patron while he or she is talking.

Provide feedback to the patron. Simple statements such as “I see,” or “I understand,” nodding your head or making eye contact show you are paying attention and thinking about the question.

Let the patron finish. Don’t risk interrupting the patron’s train of thought. Let the patron complete the entire question, then restate the question back to the patron to be sure you understand accurately what he or she is asking.

FIVE QUESTIONS EVERYONE SHOULD KNOW HOW TO ANSWER

1. Where are the restrooms?

2. Where do I check out books (renew books, pay fines)? This question is asked frequently in libraries that have a reference desk separate from the circulation desk. But even in our library, people are sometimes confused about which side of the desk is for checkout, where to return books, etc.

3. How do I print (email, save, or photocopy) my stuff? You may help the patron find the best information source in the world, but if they can’t print, photocopy or save the information they will be dissatisfied.

4. Do you have a stapler (tape, paper clip, pencil)? Providing basic office supplies makes a huge difference in patron satisfaction and willingness to return. We should provide a reasonable amount of basic supplies in a place where patrons can use them.

5. Where are the magazines (newspapers, books on [fill in a subject])? Most often the patron doesn’t want to know where we keep things, but is looking for some specific information. This is the ideal question to lead into a reference interview. A good response to this type of question is,“Do you want a specific title or are you looking for information on a topic?” Then, if they want a specific title you can help them find it. If they are looking for information on a topic, you begin a more in-depth questioning.

THE PATRON APPROACHES . . .

The listening process also involves nonverbal communication. Specific aspects of nonverbal communication that can aid the reference librarian are:

Patron profile – Every library serves a certain defined community. The reference librarian should learn the needs and question patterns of the community as a whole. Then look at the patron you are serving and estimate how that person fits into the user community. Nonverbal clues such as age, gender and dress can help you estimate what kind of service will be required by that patron.

Patron time – Nonverbal communication is a good indicator of how much time a patron is willing to spend on a reference transaction.

Patron materials – Notice what materials the patron is carrying when approaching the reference desk. A patron may have notes or may already have found some information on the topic. A student may have an assignment or instruction sheet.

THE INTERVIEW

Although listening skills and nonverbal skills are important, verbal communication skills are the most important part of the reference process. We learn the most about the inquiry by questioning the patron. Some patrons find asking for help difficult or embarrassing. The librarian should not only help the patron pinpoint his or her information needs, but make the patron feel comfortable about asking. Questions can be used to gather more information from the patron, to verify the subject, and to suggest potential search strategies.

Open-ended questions do not elicit a predetermined response. They are intended to gather more information and allow the patron to expand upon the research needed. Open-ended questions should be used early in the reference interview when the patron is trying to explain the information need. Examples:

Can you tell me more about that?

Where have you looked so far?

What kind of material do you expect to find on this topic?

How much would you like to find on your topic?

Closed-ended questions elicit a specific answer, often a yes or no response. They are used near the end of the interview, to verify specific features of the patron’s question. Examples:

Have you looked in the library catalog?

Do you want books or articles?

Do you want current or historical information?

While working with a patron, be careful to use only neutral questions. Do not criticize, accidentally insult, or imply anything negative about the patron. “Why” questions may cause the patron to feel he has to justify his information need and generally should be avoided. For example, ask

“How do you plan to use that information?” rather than “Why do you need that?” or “What do you need that for?”

"What about that source helped you?” rather than “Why did you look there?”

At the end of the reference interview, always try to restate the patron’s question and then ask “is that what you want?”

CLOSING THE INTERVIEW

The librarian must make it clear to the patron when the reference interview is over.

Tell the patron that you have finished, start him with a logical source and tell him to return to the reference desk if that source does not answer the question.

When the reference desk gets busy, the librarian must balance the needs of the individual with the needs of the group. If you are working on a long and involved reference question and other patrons are waiting, tell the first patron that her question will take some time. Give her something to start with, and tell her that you will return after you have helped some of the others.

PROBLEM PATRONS

Some patrons do not have a real reference question and just want to hang out and talk. We must make it clear to these patrons that we are here to help with questions, not to solve their personal problems. These patrons may begin with a reference question then demand that we listen to their other issues. This is the only time that a librarian should consciously be short with a patron.

Reference Services, Chapter 3

Chapter 3 – Environmental and Administrative Factors

For any reference service to be successful, patrons must know that such a service exists, and know where to go and how to get that service. No matter how strong your knowledge and skills, you are useless to patrons if they can’t find you when they need help. This chapter discusses location, hours and staffing of the reference service area.

Location –

The traditional method of providing reference service is from a designated location within the library. This service desk is generally located near the reference collection, with computer access nearby. Patrons need to be able to find it easily. A central location, visible from the entrance to the building and with clear signage is best. (Alternative names for reference desk = information, research assistance, help desk.)

Some libraries combine the reference service with other functions, like in our library where all services are performed from one location. The advantage of a system like this is that patrons have fewer places to go for service. The disadvantage is that reference service becomes a small part of the larger circulation function. Patrons with information needs require your undivided time and attention, which is difficult to provide at a multipurpose service desk.

Remote service via telephone, e-mail, instant messaging or chat can also be effective in fulfilling patrons’ information needs.

Telephone service works best for short answer questions, since telephone patrons often compete with in-library patrons for service.

E-mail reference service allows patrons to submit a question at any time, even when the library is closed, and allows the librarian to respond when it is most convenient. Most e-mail reference services use a form to help the patron structure the question. Since there is no direct contact between the librarian and patron, back-and-forth correspondence may be required to clarify the question or obtain additional information. An advantage of this type of service is that the librarian can send material directly to the patron if using electronic sources.

Instant messaging or chat reference combines the interactivity of telephone and in-person service with the speed of the computer. Advantages: the patron can get help quickly regardless of where that patron is located. Disadvantages include the possibility that the remote patron will be competing with in-library patrons for service, the librarian and patron must have compatible technology, and the librarian must constantly be monitoring the system for activity. (Other technologies mentioned include video streaming and web page pushing; with no info given about either.)

Hours –

The American Library Association recommends that a library should offer reference service during all the hours the library is open. If this is not possible, then reference service should be available during the hours that meet the needs of the majority of their users.

Staffing –

Three staffing models were discussed.

Professional Librarians Only – The professional librarian is trained in reference interview and searching skills, is most knowledgeable about the library and its collections, and is therefore the best person to help patrons. (What a snob!) But who needs a P.L. to direct them to the bathroom, look up WalMart’s phone number, or help them master the computer catalog? And what happens when there’s one P.L. on duty and 6 college students need resources on 6 different subjects?

Mixed Staffing – Another person works at the reference desk with the reference librarian. The staff member or student answers directional questions and basic reference questions, and the librarian handles in-depth research questions. (The course instructor uses this staffing method for his library’s reference service. He uses student assistants to answer the phone, provide directional information, help patrons with the catalog, and help with problems at computer workstations. Research help is provided by the librarian.)

Tiered Service – The reference desk is manned by a staff person or student. The reference librarian is in a separate location. Patrons approach the reference desk with their questions, and if the question is beyond the capabilities of the staff/student, the patron is referred to the reference librarian. This requires the reference staff to recognize when a referral should be made, and the reference librarian to be available when needed. This model was presented as “providing excellent service to a few, while the majority of patrons receive lesser service.” A study at Brandeis University showed that 34% of patrons will leave rather than wait for additional help. This staffing model can work well in libraries with little need for in-depth reference service.

My thoughts on this chapter: You can see the instructor’s bias in the way the staffing models were presented. And I happen to think there are people who are not “professional librarians” who are very good at research (my bias is also showing). I can be one of them if I’m interested in the subject, but . . . looking up boring stuff for other people, not so much. I'm looking forward to getting our new circ and reference desks -- I do think it will be nice to have a designated "question answerer," and a place to do it (reference, that is) separate from circulation functions. I was surprised that roving reference wasn't addressed at all in this chapter. As far as remote options, I know we get a number of phone reference questions, but can patrons submit reference questions through iBistro? And I guess "Ask Away" would be an IM/chat type reference service. I wonder if there's any way to track whether our patrons use this service.

(Sorry its taking me so long to complete this series. There are still 2 more chapters to go.)

All Staff Meeting, 3/6/2008

1. Lost or Damaged Items

Withdraw lost and damaged items after the patron has paid for them. Do this by checking the item out to DELAVANWD.

Be sure to inspect all incoming items before taking any action to check them in – this includes items received on the van. If damaged items are received on the van, do not receive the in-transit item. Call the owning library and let them know the item was received damaged and that you are returning it to them. Use the gold form to transmit these items to the owning library. The computer will still show the item is in transit to us. I don’t think there is a way to change this to show where it is actually going, but we should investigate that by calling the system when we need to.

When damaged items are received in the book drop, do not check them in. If the item is owned by another library, contact the owning library and the patron to let them know of the damage. Fill out the gold form for lost or damaged materials, attached it to the item, and forward to the owning library. They will determine the amount of the fine and the disposition of the material.

If the item belongs to us, create a bill for the damage. Contact the patron and let them know how much it is. Also let them know that they can have the item when the fine is paid, and that we will hold it for 14 days. Check out the item to DELAVANWD and place it in the galley closet, place a label on the spine with the patron’s initials and the date it is to be discarded. We should send the patron a mailed copy of the bill in these situations to ensure they get the notice from the start.

2. Jean Dibble is retiring effective April 1. A new staff member, Mary Bieber, has been hired beginning that date. Jean will be teaching several people to process AV materials before she leaves.

3. All the hard work we’ve been doing and the changes we’ve made have had a significant impact on circ with a 60% increase over last year at this point. Programming, customer service, database additions, the website, weeding, the facility improvements, these all make a difference. Good job, everyone!

4. Something to think about: Do we want to require a library card for internet use? If we decide to do this, we will issue a restricted card that is good for internet use only to those people who now use their DLs or school IDs to sign up for a computer. Union Grove has a system like this now, and I will check with them for the details.

5. When checking materials out to patrons who did not bring their library card, be sure to see some ID unless you know the patron personally. The “20 questions” method of identification (where you ask them about stuff in their library record, like phone, date of birth, etc.) may be employed as a last resort, but generally should be avoided.

6. Some procedural items were discussed.

• Time cards: be accurate with our timecards. I have been making too many corrections on them and it’s the employee’s responsibility to accurately represent time worked. Thankfully the errors have been in the library’s favor and I’ve been kind enough to fix the issues, but now I will not fix sloppy work unless it is inaccurate for the employee’s benefit. Be sure to list the dates across the top in the S-M-T-W etc. boxes, look at the schedule when you fill out your time card, and use a calculator when adding the columns.

• Supplies: Ordering everyday supplies does not need my direct approval. These are things we need to run the library and can be regularly relied on as purchases. Inform me if we need something unusual.

• Beth has been assigned the holds ratio report.

• I may assign staff to review journals and recommend materials to buy.

7. Teen Tech Week is actually this week but we are celebrating it the last full week in March, 3/24-29 during spring break. There is a coupon in the newsletter that teens (age 12-19) can present with their library card to receive an additional hour of computer time – that’s in addition to the 2 hours they are already entitled to.

8. The next staff meeting will be on April 3 at 8 a.m. when we will be receiving training on the new copier.

Brian/seb

Reference Database Training ALL Staff Meeting 2/7/08

Below is a basic handout I've made for the research workshops I will be teaching at the high school. Much of what I list here replicates what we discussed at the Feb. 7, 2008 All Staff Meeting. This goes into more detail in some respects, and in others it's just advice to students, but I think it's handy for everyone to look over as a reminder.

Aram Public Library Database Options: http://www.delavan.lib.wi.us/

Badgerlink:
EBSCOhost: Search here for Magazines and Journal Articles.
ProQuest: Search for Newspaper Articles.
African American Biographical Database: Info on influential African-Americans.
NewspaperARCHIVE: Access NewspaperARCHIVE contains tens of millions of searchable newspaper pages, dating as far back as the 1700s. It is your gateway to searching and reading historical newspapers online.
LitFINDER: Find Author Bios, Poems, Essays, Stories, Plays, and Speeches.
WISCAT: A collection catalog of most Wisconsin Public and College Libraries.
WORLDCAT: A collection catalog of most libraries in the entire world.

Chilton Automotive Repair Database: Covers car repair and maintenance from the 1950s-2007.
Legal Forms: Find electronic copies of all legal forms.
Testing and Education Database: Practice tests for the ACT, SAT, GED, GRE, ASVAB, all Civil Service Tests, etc.

Overdrive: Free downloadable audio books, movies, and classical music.
NetLibrary: Free downloadable E-Books.
Heritage Quest: Online Genealogy tool.

Examples and Tips:
General Tips: Start broad. The more search terms you use the more defined or narrow your search becomes, and less likely you will find anything on your subject. Be creative. If the terms you are using are not coming up with results, think about other words that can be used synonymously, and use those words. Don’t reinvent the wheel. It’s highly unlikely that you are the first to write about a subject; so use the literature you find from others and look at their works cited to find those articles or terms to use when searching for more articles. Be persistent. Quality research is not easy and it takes effort and time; start early so you find your path and so you have time to order things that are not fulltext. Learn the tools. Not all search engines work the same way. Learn the rules for each search engine and apply them to your search to yield results; you wouldn’t build a bike without consulting the instructions first. Think outside the box. Don’t just think about what your subject is, but think about what your approach to the subject is; you may have a medical subject, but your approach is socio-economic, or business, or ethical/religious, etc. The approach may tell you more about where to search than the subject will. Don’t be afraid to ask for help. Good researchers know when they are stumped and go to professionals (LIBRARIANS) when they are stuck. Convey what you want and what you’ve tried to the librarian. The more you know, and have tried in all the above tips, the better it is for the librarian to help you find what you need.

Definitions of terms:
Abstracts = summaries of what the article is about.
Boolean = adding “and, or, not” between search terms to yield more specific results.
Truncation = adding * at the end of a word to search all possible variations. Example category* Would search categories, category, or any other word that has some other ending.
Wildcard = For example, type ne?t to find all citations containing neat, nest, next, etc.
Proximity = Near Operator (N) - N5 finds the words if they are within five words of one another regardless of the order in which they appear. For example, type tax N5 reform to find results that would match tax reform as well as reform of income tax. Within Operator (W) - In the following example, W8 finds the words if they are within eight words of one another and in the order in which you entered them. For example, type tax W8 reform to find results that would match tax reform but would not match reform of income tax.
Stop Words = These are common words such as, of, in, the, a, an, after… that the search ignores no matter if they are in quotations or not.

Ebscohost: 1. Select the database(s) you want to search that your subject would most likely be in. 2. Enter your search terms with the word “and” between the terms. (example: steroids and testosterone). When you type in “steroids testosterone” without the “and” you only get 12 articles. When you type it in above you get 667 articles. You can add more terms to narrow it as you go. 3. Click on the article to view the Abstract. If the abstract seems like it leads you somewhere you want to go, view the article or print the citation page to be brought to the library for Inter Library Loan. You can print all content on Ebscohost, or email it to yourself. You can also sign up for an RSS feed of a particular search you create so when new results appear you are notified via RSS reader.

Proquest: 1. Select Advanced Search. 2. Fill in the boxes with terms and use the drop down arrows to find the appropriate field to search. Remember, Proquest does not do all newspapers. It searches the major, independent papers and only that paper’s standard edition. Even still, you’ll find millions of articles.

Litfinder: Not all literature is included, but a lot is so give it a try. You may find searching for specifics are easier and then browsing those results yield a better path. Example: Search for Ibsen in the Author field. Find him and then below the biography it gives you links to all the works listed in the database by him. Many are fulltext.

WISCAT and Worldcat: You will not find fulltext items on these databases, this show what library owns specific items.

Chilton Automotive Repair Database: Must have an Aram Public Library Card.
Legal Forms: Must have an Aram Public Library Card.
Testing and Education Database: Must have an Aram Public Library Card.
Overdrive: Download the Overdrive Media Consol the first time. After that it’s as easy as clicking your mouse.
NetLibrary: Create a Free Account.
Heritage Quest: Must have an Aram Public Library Card.