[Publib] RE:roaming librarians

Thu Mar 27 23:08:57 EDT 2008

In the libraries that I work in many have a specific 'rover' position
which is on the timetable. This means that at all times during the day
(except maybe the first and last hours) someone is to be wandering the
library assisting customers who look lost. The staff member is also
expected to pick-up any items left lying around and empty the returns
trolleys onto the recent returns shelves. It seems that people often
find it easier to approach staff in the library rather than at the desk.

Megan Burns
Network Library Assistant
Christchurch City Libraries
New Zealand

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Kathleen Stipek
Sent: Friday, 28 March 2008 9:54 am
To: Patrick F Dunn; publib at webjunction.org
Subject: RE: [Publib] RE:roaming librarians

Many places librarians are expected to bring other projects to the desk
to work on them.  If people are wandering around the building they're
not going to be able to do those projects, so what  happens to the
projects?  Will they be cut slack about getting them finished?  And what
about the people who come to the desk?  If the desk staff are wandering,
what happens to them?  This could be a very useful thing if the people
who are going to do it are given a thorough and respectful hearing and
their comments and suggestions are incorporated into the plan.  A 'make
it so' fiat will not cut it.

Kathleen Stipek
Alachua County Library District
401 East University Avenue
Gainesville, Florida 32601
352-334-3931  (fax) 352-334-3948

     --Non, merci.
       Cyrano de Bergerac

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Patrick F Dunn
Sent: Wednesday, March 26, 2008 5:06 PM
To: publib at webjunction.org
Subject: RE: [Publib] RE:roaming librarians

I have to admit to reacting negatively to this idea when I first heard
it.  I was picturing spending a whole shift on my feet, which tend to
get sore, and going around bothering people, which is against my nature,
and seems intrusive on top of it all.  I was also wondering if it meant
that traditional information stations (desks) would either be unmanned,
or non-existent, which I could see creating confusion for patrons who
actually intend to ask a question.  However, as described in this
discussion, I think I could come around to it, assuming I worked in a
library large enough for it to  make sense (I don't).  I do feel a need
to get up and walk around every so often, and I believe it would be
worth taking the extra step to show patrons that assistance is readily
available.

Patrick Dunn
Elko County Library
Elko, NV

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Christopher F.
Bowen
Sent: Wednesday, March 26, 2008 8:29 AM
To: publib at webjunction.org
Subject: [Publib] RE:roaming librarians

When I became the director of the Downers Grove Public Library in 1989
we decided to try "roaming reference". Only then we called it "getting
out of our chairs and going into the stacks to see if patrons needed
help finding stuff on the shelves." Of course the Department Heads were
horrified when I first raised the idea. Patrons won't want us to bother
them while they are browsing, and talking in the stacks will bother
other patrons. (Remember the old days when libraries were quiet places!)
So I asked just the three department heads (Reference, Readers Advisory,
and Children's Services) to try it for a few weeks and promised that we
would drop it if it turned out to be a bad idea. Low and behold, while
patrons were surprised at first, no one got mad when they were
approached and asked for help. The DH's agreed that they were reaching
patrons who would never have come to the desk on their own. With the
DH's enthusiastic support we asked all of the staff to try it. Again,
much horror at the idea, but I promised we would evaluate after three
months. One of the staff who was the most resistant to the idea at first
summarized the reaction perfectly when she said, "The first time I
approached a patron she looked at me like I was crazy and said she
didn't need any help; but when I came down the aisle a little later, the
same patron stopped me and said that she couldn't find what she was
looking for and maybe she did need some help."

At the three month evaluation everyone agreed that this was a good idea
and it has become routine for service desk staff. Every quarter hour or
so one of staff at each service desk makes a circuit of the department
and asks patrons who are browsing if they can help them find something.
If it is really busy and patrons are stacked up at the desk waiting for
help, staff may not have time to make the rounds; but when they are on
the way back to the desks after taking a patron into the stacks to find
materials, they check in with other patrons. The  process has helped to
train our patrons that library staff is actually here to help them, and
it is OK to seek help if one needs it.

I know of a neighboring library that is experimenting with roaming
reference using notebook computers so they can check the catalog or
databases on the fly. We haven't tried that, but when we did our
building project nine years ago, staff was adamant about wanting OPACs
in the stacks so they could easily get to the on-line catalog to help
patrons there. A few years ago we added access to our on-line databases
and library-selected websites on the OPACs, so staff can do full service
reference back in the stacks, as well.

A resounding yes to getting-out-of-your-chair-and-going-into-stacks
reference.

Christopher F. Bowen
Library Director
Downers Grove Public Library
1050 Curtiss Street
Downers Grove, IL 60515-4606
630-963-2595

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