Perhaps this is a quirk of my particular campus (small, residential campus, and one where the library is the single most-used building on campus because it’s comfortable, has computers, is a hang-out spot, and is a great place to do research), but for those students who don’t come into the library our online guides, presence in the campus course management system, IM names, and especially our email address seem to do the trick. We also go into classrooms on a regular basis and in various other ways take ourselves physically out of the library and into other spaces on campus. I also probably do as much research help via email as I do in person, so I’m right there with you on the idea that research help is research help whether it’s provided in person or not.

But in my experience, if I once walk into a classroom, or attend a student function on campus, or in other ways make my *physical* self known, I get much more response (both in person and online) than I do if we try any other means of outreach on our campus. The difference is staggering. Last year, attending one performance of the campus comedy club sparked as many requests for research help as did our launch of IM reference.

And now I’ve gotten kind of off topic. As I’m sure you know, I’m all for this stuff in libraries. I’m all for reaching my community in the way that’s most relevant to them. I’m so far and away all for this stuff that I spend a good 20 to 25 hours of my own time doing work stuff and playing with tools and keeping up with my own online version of professional development. The point is, “I’m busy” is absolutely not a myth. Instead, it’s a sign that librarians really are relevant and needed… it’s a sign of success. I rankle when we try to figure out who’s “fault” it is that the front line is busy because it should only be somebody’s “fault” if the library has become so irrelevant that the front line is no longer busy. And I’m sure that was your point, as well. I just wanted to be sure that the emphasis wasn’t so much “front line staff complain” and more “figure out what your community needs most, and give them that rather than what we think it’d be cool if they wanted.”

Perhaps this is a quirk of my particular campus (small, residential campus, and one where the library is the single most-used building on campus because it’s comfortable, has computers, is a hang-out spot, and is a great place to do research), but for those students who don’t come into the library our online guides, presence in the campus course management system, IM names, and especially our email address seem to do the trick. We also go into classrooms on a regular basis and in various other ways take ourselves physically out of the library and into other spaces on campus. I also probably do as much research help via email as I do in person, so I’m right there with you on the idea that research help is research help whether it’s provided in person or not.

But in my experience, if I once walk into a classroom, or attend a student function on campus, or in other ways make my *physical* self known, I get much more response (both in person and online) than I do if we try any other means of outreach on our campus. The difference is staggering. Last year, attending one performance of the campus comedy club sparked as many requests for research help as did our launch of IM reference.

And now I’ve gotten kind of off topic. As I’m sure you know, I’m all for this stuff in libraries. I’m all for reaching my community in the way that’s most relevant to them. I’m so far and away all for this stuff that I spend a good 20 to 25 hours of my own time doing work stuff and playing with tools and keeping up with my own online version of professional development. The point is, “I’m busy” is absolutely not a myth. Instead, it’s a sign that librarians really are relevant and needed… it’s a sign of success. I rankle when we try to figure out who’s “fault” it is that the front line is busy because it should only be somebody’s “fault” if the library has become so irrelevant that the front line is no longer busy. And I’m sure that was your point, as well. I just wanted to be sure that the emphasis wasn’t so much “front line staff complain” and more “figure out what your community needs most, and give them that rather than what we think it’d be cool if they wanted.”

Here’s what my director just said about that very thing, in our weekly management meeting: if we only focus on the customers that physically visit our library everyday, we are only focusing on a small portion of patrons using our library.

You said “but if I gave up the time I spend helping people actually do their research, I wouldn’t be much of a librarian any more” – how do you help customers that don’t physically visit the library? How do you point out new tools, new library services, etc to them? How do teach them?

My library’s goal is to reach those customers and to provide the same level of service as we provide to walk-in customers. It might look different – walk-ins use actual PCs, they walk up to the reference desk, they check out books at circ. But important customers nonetheless. Just some thoughts!

Here’s what my director just said about that very thing, in our weekly management meeting: if we only focus on the customers that physically visit our library everyday, we are only focusing on a small portion of patrons using our library.

You said “but if I gave up the time I spend helping people actually do their research, I wouldn’t be much of a librarian any more” – how do you help customers that don’t physically visit the library? How do you point out new tools, new library services, etc to them? How do teach them?

My library’s goal is to reach those customers and to provide the same level of service as we provide to walk-in customers. It might look different – walk-ins use actual PCs, they walk up to the reference desk, they check out books at circ. But important customers nonetheless. Just some thoughts!

These “techies” need teams that can help keep motivation up across the board when resistance starts happening. People need lifelines, and input and, well, community to keep the technology (which are not really about technology) project going.

These “techies” need teams that can help keep motivation up across the board when resistance starts happening. People need lifelines, and input and, well, community to keep the technology (which are not really about technology) project going.