Patron service is the main focus in my work-life library. Everyone on the team–including student assistants and the technology guru–really work at helping our patrons. This attitude comes from the top; our head librarian is service-focused and supports and encourages our efforts to go the extra mile.
Many times I have walked a lost student to their class. The end of the semester means I am sitting panicking students, polishing citations and formatting final papers. I greet students as they come in, and everyone is treated in a welcoming, respectful way in my library. Many students are suprised at this.
I see my role NOT as the lion at the gate, but as the facilitator, the connector. I share, not just distribute information. Questions are not an interruption in my work, they are the reason I am working.
I smile. Its part of the job.
This attitude has recently been codified by the Darien Statements on the Library and Librarians (found on Kathryn Greenhill’s Librarians Matter.) I hope that this will become the defining statement for the next generations of libraries and librarians.
I know it is mine.
Categories: Uncategorized
Tagged: inside the library walls, librarianship, patron service
February 3, 2009 · 1 Comment
In December I helped a student with his bibliography on a final paper. He was a mature student returning to school after a long absence, and like most mature students CONFIDENCE was an issue. All of the internet tricks, the typing, the databases…everything was new to him and he was overwhelmed!
I had helped him in the library through the semester with small things, a bit of coaching here and there. But at the end of the semester he was completely frustrated and even emotional–I caught him at a desperate moment.
So one Wednesday I sat with him for maybe 45 minutes, going over the basics of MLA style and showing him some of the online resources/tricks that make the bibliography easier. We did the OWL pages, looked at the MLA book, and I showed him the citation tools in EBSCO. We did a sample ciation in his Works Cited page. All normal stuff I do with students every day.
But this was a huge gift to the student! Just having me coach him through the basics was a huge help to him. He was completely relieved and near tears with thanks!
The next day he brought me a pointsettia to thank me. I was (and still am) completely touched. What a wonderful gesture!
Of course, this is not the only time I have been given flowers at work…I must be doing soemthing right!
Categories: Tyler Projects
Tagged: inside the library walls, John Tyler, patron service
