[Publib] cell phones

[Louise Alcorn]

In lieu of designated zones, we have several small rooms, which we lend
out for study throughout the day.  Generally, however, we have one room
open somewhere.  When we hear someone on their phone, we give patrons a
minute or so on their phones to ask their question, say "I'm at the
library, I'll call you back" (bless 'em!), or whatever.  I also try to
determine if they're talking to someone about what's on their computer
screen - a govt entity or similar.  I try to give some leeway there, as
I've been on the phone with recalcitrant bureaucrats myself, and have
sympathy.

However, if we determine it's just a long, loud conversation with no
sign of ending, we approach the patron and gently suggest "I can give
you the key to a study room so you can finish your call".  One of three
things happen - 1) they realize they're at the library and/or their
conversation wasn't really important and say "I'll call you later", 2)
they gratefully accept the key and finish their business in the room,
often with nice comments like "thank you for offering me an option
instead of kicking me to the curb" or 3) they give us a dirty look and
keep talking.  #3 is rare, and we deal with it as a conduct issue - it's
only at this point that we say something like "you're disturbing other
patrons".  

The hard part is explaining to other stressed-out patrons why we don't
immediately jump up and accost any patron on a cell phone (I've seen
this at other libraries).  We try to explain that we're attempting to be
balanced, since often someone's just calling home to find out the name
of that book they were sent to get.  As someone else said, cell phones
are an inevitability these days.  We do our best to balance our patrons'
needs.  

Just wait until our "cell phones" are actually direct neural inputs into
our brains.  I don't want to be around to write that policy :)

Louise E. Alcorn
Reference Technology Librarian
West Des Moines Public Library
4000 Mills Civic Pkwy
West Des Moines IA 50265
(515) 222-3573      louise.alcorn at wdm-ia.com
http://www.wdmlibrary.org