Archive for January, 2007

Get your head out of your OPAC

So stipulated: Library OPACS, uh, lack the functionality we desire. We’re all agreed. OPACS should be much, much better.

Here’s my question: How does the quality of the OPAC ultimately affect the total quality of customer experience and customer satisfaction? I think the answer to that question may be quite different from library to library, depending on the needs of our different user populations. Public library users may be more inclined to be browsers, and may not really care that much about how good the OPAC is. Academic, school and special library users may be more inclined to search for specific titles, or titles within specified subject areas, and may therefore care more about the quality of the OPAC.

But even in libraries where customers rely heavily on the OPAC, I’m not sure that the quality of the OPAC figures that greatly into the customers’ overall satisfaction. (I suspect it often doesn’t…) I worked in a small special library that had a truly awful, terrible OPAC. It was one of them home-grown government agency deals–ugh! But our small, dedicated staff gave great customer service, did a lot of outreach, offered a good deal of training, and our user satisfaction was quite high. While I’m sure our users really would have valued a better OPAC, their overall library experience was not greatly affected. If we instead had offered a really super-great OPAC, but lousy customer service, I don’t think our users would have been quite so satisfied…

In Seven Habits of Highly Effective People, Stephen Covey suggests that we are most effective when we focus our energy at those points where our concerns intersect with our ability to influence. Clearly the OPAC falls into our collective sphere of concern. But I’m not sure how much influence we have over the quality of the OPAC. I’m not suggesting that we don’t try to influence the quality of the OPAC — by working with vendors, creating our own systems, or a combination of both. I’m truly thankful that John Blyberg and Casey Bisson are out there. But I do think that for many libraries, or more perhaps I should say for many librarians, we may be able to get more bang for our limited buck, more return on the investment of our time and resources, by focusing our energies elsewhere.

I’d like to see libraries looking at their own spheres of concern and influence and making critical choices about where their time, energy, and resources can best be used to improve the quality of customer experience. In many cases, I suspect that we can have a much greater impact on customer experience by focusing on (in no particular order) the quality of the library’s environment (“library-as-place”), the library’s customer service, the library’s webpage, the library’s collection, the library’s programs, the library’s outreach, and the library’s marketing (they can’t experience us if they don’t know about us.)

I’m particularly interested in how libraries can create better customer experiences and be more relevant to their user populations by improving their physical environments. How do our customers experience the actual library space including, the visual (displays, colors, lighting, layout), the tactile (comfy furniture) the olfactory (yum… coffee…), and the aural (zones of quiet, zones of noise, background music)? How does the library staff improve the quality of the environment? Are they warm, friendly, and hospitable? Are they visible? Are they proactive and helpful?

As Joshua Neff recently pointed out, I’m not the only one thinking about these things. Meredith Farkas, (in a must-read, smart, sensitive, insightful, and mostly-polite post) says that she doesn’t use her library because she, “found the whole atmosphere really unwelcoming.” Nicole Engard found that her local librarians “were not very approachable, knowledgeable, or friendly.” Jennifer Macaulay , “admits” that she’s not a library user either (and how many of us would “admit” the same?)

Now how many of you don’t use your library because the OPAC sucks? Just wondering.

January 11, 2007 at 2:04 pm 12 comments

Free Viewing of Air Gear

Calling all Teen Librarians, your Manga fans will want to know…
The popular series of Air Gear is ready to be released in its anime form. To help push the transition to celluloid (although, it’s probably all actually done digitally), IGN is showing the first episode for FREE on their website for the following week. Just click on the picture to link to the website.
Incidentally, the series has also been made into a musical which opens on January 7th in Japan… is it perhaps the new Jerry Springer Musical?

January 6, 2007 at 9:20 am

Testing 1-2-3

Ever since we moved to the “new” blogger I have had a problem with my posts disappearing never to be found again. Just want to see if blogger is going to play nice with me today and finally let me post list for the 5 things meme since I have now been tagged twice. Nothing more to see for now… but hopefully more later today.

Edited to Add:
It worked!!!

January 5, 2007 at 2:16 pm

Town Considers Guards for Library Disrupted by Students

From today’s New YorkTimes…

Town Considers Guards for Library Disrupted by Students
By TINA KELLEY, Published: January 4, 2007

NYTIMES, MAPLEWOOD, N.J., Jan. 3

The Maplewood Township Committee is asking the public library’s board of trustees not to follow through with a plan to close its two buildings during after-school hours and is considering providing security guards to help quell disruptive behavior, Mayor Fred R. Profeta Jr. said Wednesday.

The committee discussed a plan late Tuesday night to provide the library with security guards. “The township will pay for that, because it’s a public safety issue, though it may go through the library budget,” Mr. Profeta said in an interview.

The mayor said he would petition the library board to rescind its initial decision before the planned closing on Jan. 16. “I think the closure’s a very bad idea,” the mayor said. “I think that it was not warranted, because a lot of the programs we have in the works are designed — and well designed — to alleviate the situation. We just have to put those in place.”

But David Huemer, who represents the Maplewood Township Committee on the library board, said the library had already indicated that a plan for guards was not enough to rescind its vote on the closing.

More at: http://www.nytimes.com/2007/01/04/nyregion/04library.html

January 4, 2007 at 7:03 am

Town Considers Guards for Library Disrupted by Students

From today’s New YorkTimes…

Town Considers Guards for Library Disrupted by Students
By TINA KELLEY, Published: January 4, 2007

NYTIMES, MAPLEWOOD, N.J., Jan. 3

The Maplewood Township Committee is asking the public library’s board of trustees not to follow through with a plan to close its two buildings during after-school hours and is considering providing security guards to help quell disruptive behavior, Mayor Fred R. Profeta Jr. said Wednesday.

The committee discussed a plan late Tuesday night to provide the library with security guards. “The township will pay for that, because it’s a public safety issue, though it may go through the library budget,” Mr. Profeta said in an interview.

The mayor said he would petition the library board to rescind its initial decision before the planned closing on Jan. 16. “I think the closure’s a very bad idea,” the mayor said. “I think that it was not warranted, because a lot of the programs we have in the works are designed — and well designed — to alleviate the situation. We just have to put those in place.”

But David Huemer, who represents the Maplewood Township Committee on the library board, said the library had already indicated that a plan for guards was not enough to rescind its vote on the closing.

More at: http://www.nytimes.com/2007/01/04/nyregion/04library.html

January 4, 2007 at 7:03 am 6 comments

The Thrill of the Chase in Cyberspace: A Report of Focus Groups with Live Chat Librarians

Happy New Year to all the LG faithful! At the risk of shameless self-promotion, I am writing because I am very excited at my 1st publication in an electronic journal. Lynn Silipigni Connaway of OCLC and I were invited to do a Guest Forum for the Informed Librarian Online, which we have called “The Thrill of the Chase in Cyberspace: A Report of Focus Groups with Live Chat Librarians. ” It is a brief account of the results of our focus group interviews with chat librarians from our IMLS grant Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives. The results of these focus groups have been used to design an online survey which we are in the process of conducting with 200 chat librarians. I am very interested in your reactions to our findings and welcome your comments!

January 3, 2007 at 9:41 pm

…And I tag

Oops… Forgot the most important part of the Five Things meme. (my fiveish things are here.)

I tag: Nancy Dowd, Steve Backs, Darlene Fichter, George Needham, and Stephen Abram.

January 2, 2007 at 5:28 pm

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