livlife
Welcome to Livlife. Where I am living my life out loud, for all to read.
"Community" Library
libraryI work in a community library. Community libraries are exactly as they sound, it is a small library in a community. We don't have as many materials or resources as some of the bigger libraries (not that we can't get them, we just don't have them regularly) but we we are missing in size, we make up for in friendliness.
We wave and greet customers by name. We remember projects and things that we helped them with and we follow up. Customers know each other. The library is often used as a meeting place. And we're more casual than some of your larger libraries.
The reason I'm telling you this is that I had this moment where it was really driven home to me that we're a community library.
My coworker, Lisa, was off at lunch. A customer came up to me to ask for help with his ILLs (InterLibrary Loans). After waiting weeks to get his items, when they got here, they were the wrong thing. This would be frustrating enough, but this is the second time this guy had this happen to him. I helped him the first time and we both remembered that (we're talking like 6-9 weeks ago)--community library.
So I pull up his account and we start digging into things to figure out the problem-I knew immediately that this would be a lengthy transaction. Eventually, I figured out that the only way to handle the problem would be to call the person in charge and to quit using the automated form. I told the guy and he said "you don't have to go to all this trouble." Except, I really do. If I don't, it won't get fixed and it might not be only him that is having the problem.
I looked up the phone number and just as I was about to place the call a woman said, "excuse me, I am sorry to interrupt, but is she still here?" And she was pointing at Lisa's chair. I said that she is, but she was at lunch. The woman looked disappointed, so after shooting an apologetic glance at the guy, I asked her if she specifically needed Lisa or if there was some way I could help her. She said she was having a problem formatting something on MS Word and needed a little guidance.
No sweat. I can do that. I told her I'd be by to help in a few minutes and explained that I had to make a call to help the guy. She looked a bit disappointed but said okay.
Then the guy says. "Well, I'm pretty much an expert at MS Office, if you want I can help you while she helps me?"
She thought that was excellent and off they went. I made the call and by the time he came back I had his problem solved and he had her problem solved.
Isn't that cool? How many libraries would that happen in? I can't imagine all too many, but here at my little library, people are just part of the community.
After he left, I went over to her computer to double check and make certain she didn't need any more help. She said, "no, I get it now, he was really helpful. He explained it very clearly, you should hire him." I, of course, do not have the power of hiring, if I did then I wouldn't be part-time. But I am glad that worked out so well for all involved.
Once again, I find myself saying, "Libraries Rule!"
We wave and greet customers by name. We remember projects and things that we helped them with and we follow up. Customers know each other. The library is often used as a meeting place. And we're more casual than some of your larger libraries.
The reason I'm telling you this is that I had this moment where it was really driven home to me that we're a community library.
My coworker, Lisa, was off at lunch. A customer came up to me to ask for help with his ILLs (InterLibrary Loans). After waiting weeks to get his items, when they got here, they were the wrong thing. This would be frustrating enough, but this is the second time this guy had this happen to him. I helped him the first time and we both remembered that (we're talking like 6-9 weeks ago)--community library.
So I pull up his account and we start digging into things to figure out the problem-I knew immediately that this would be a lengthy transaction. Eventually, I figured out that the only way to handle the problem would be to call the person in charge and to quit using the automated form. I told the guy and he said "you don't have to go to all this trouble." Except, I really do. If I don't, it won't get fixed and it might not be only him that is having the problem.
I looked up the phone number and just as I was about to place the call a woman said, "excuse me, I am sorry to interrupt, but is she still here?" And she was pointing at Lisa's chair. I said that she is, but she was at lunch. The woman looked disappointed, so after shooting an apologetic glance at the guy, I asked her if she specifically needed Lisa or if there was some way I could help her. She said she was having a problem formatting something on MS Word and needed a little guidance.
No sweat. I can do that. I told her I'd be by to help in a few minutes and explained that I had to make a call to help the guy. She looked a bit disappointed but said okay.
Then the guy says. "Well, I'm pretty much an expert at MS Office, if you want I can help you while she helps me?"
She thought that was excellent and off they went. I made the call and by the time he came back I had his problem solved and he had her problem solved.
Isn't that cool? How many libraries would that happen in? I can't imagine all too many, but here at my little library, people are just part of the community.
After he left, I went over to her computer to double check and make certain she didn't need any more help. She said, "no, I get it now, he was really helpful. He explained it very clearly, you should hire him." I, of course, do not have the power of hiring, if I did then I wouldn't be part-time. But I am glad that worked out so well for all involved.
Once again, I find myself saying, "Libraries Rule!"
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