You enter a library, are greeted by a librarian and proceed to the shelves or computers to look for the information you want. If you are lucky and know where to get what you want, you get the information you need and leave the library happy with your experience. If however, you are not sure of what you want or even how to go about searching for it, the library experience become a fruitless expedition, a nightmare experience. If the librarian does not look intimidating, you the lost library user, you may approach the librarian and receive some help. However, success of the librarian experience then hinges on the proactive library user who can approach a librarian. If the user is not so proactive, then no help may be forth coming from the librarian who will be seated at his or her desk waiting for someone to approach for help. it then does not became surprising to hear some library users complain of poor service, or of how "useless the library is, it has no information" and such similar talk.
This is because the entire encounter of the library was managed by the library user, who has to put him or herself out there for the librarian to assist. This approach only works were users are aware of their rights, and confident enough to approach a librarian. Within our library, located in a high density areas, in Zimbabwe, we have found that most users are unable to ask for assistance for one reason and another. As such they leave the library without getting the medical information they wanted most of the time. Therefore under such circumstances and even in more proactive societies, it no longer becomes enough for the librarian to sit behind a desk and wait for the library users to come for help. In a way such a librarian holds the user to ransom by demanding the users approach him or her if they want assistance.
. Instead librarian should be out there, in the shelves, by the computers, with those mobiles ensuring that their users are getting the most out of their library experience. This is a philosophy the Mpilo Library is adopting and it has helped us to survive in a cut throat environment were limited resources are available.
By being more proactive in approaching users, and offering assistance, we have ensured that our users are happy with the information they get. We have gone from assisting with searching in our print collection, to PC searching, and even mobile device searching. We have a Facebook page, a Google Plus page and Blog were we try to interact with our users. We present an approachable face of the library and look to assist the user not only find information, but grow as an individual as they use our resources. We want for our users to connect our name, our brand with health information. The library staff even take part in community activities such as directing ceremony for various activities for the surrounding Bulawayo and Mpilo community to ensure that they know we are there to help.
And the payout? This has helped to create value in our library services. Library users, surround community know of our existence and our friendly approach to services. By being more proactive by approaching users, it has made our users in turn more proactive in approaching us. The library even has doctors and nurses who travel well over 200km to access and use our library because we have been able to demonstrate our value and willingness to help. Our new motto is "you never leave without the information you need" and we have been successful in this endeavour. This is despite a poor collection of books, limited online resources and outdated equipment. We are advocating that librarian try this approach, it has reaped a lot of rewards for us, and can for you too. However, We are also encouraging library users to approach their librarians and start talking. Who knows , maybe that librarian who sits intimidating at the front desk is just waiting for you to request help, and transfigure into the most helpful librarian you have ever meet.
This is because the entire encounter of the library was managed by the library user, who has to put him or herself out there for the librarian to assist. This approach only works were users are aware of their rights, and confident enough to approach a librarian. Within our library, located in a high density areas, in Zimbabwe, we have found that most users are unable to ask for assistance for one reason and another. As such they leave the library without getting the medical information they wanted most of the time. Therefore under such circumstances and even in more proactive societies, it no longer becomes enough for the librarian to sit behind a desk and wait for the library users to come for help. In a way such a librarian holds the user to ransom by demanding the users approach him or her if they want assistance.
. Instead librarian should be out there, in the shelves, by the computers, with those mobiles ensuring that their users are getting the most out of their library experience. This is a philosophy the Mpilo Library is adopting and it has helped us to survive in a cut throat environment were limited resources are available.
By being more proactive in approaching users, and offering assistance, we have ensured that our users are happy with the information they get. We have gone from assisting with searching in our print collection, to PC searching, and even mobile device searching. We have a Facebook page, a Google Plus page and Blog were we try to interact with our users. We present an approachable face of the library and look to assist the user not only find information, but grow as an individual as they use our resources. We want for our users to connect our name, our brand with health information. The library staff even take part in community activities such as directing ceremony for various activities for the surrounding Bulawayo and Mpilo community to ensure that they know we are there to help.
And the payout? This has helped to create value in our library services. Library users, surround community know of our existence and our friendly approach to services. By being more proactive by approaching users, it has made our users in turn more proactive in approaching us. The library even has doctors and nurses who travel well over 200km to access and use our library because we have been able to demonstrate our value and willingness to help. Our new motto is "you never leave without the information you need" and we have been successful in this endeavour. This is despite a poor collection of books, limited online resources and outdated equipment. We are advocating that librarian try this approach, it has reaped a lot of rewards for us, and can for you too. However, We are also encouraging library users to approach their librarians and start talking. Who knows , maybe that librarian who sits intimidating at the front desk is just waiting for you to request help, and transfigure into the most helpful librarian you have ever meet.
Comments
Post a Comment