I highly respect everyone who works at our library – degree or no. But part of this session DID talk about how to handle the desk differently – in fact, this was mentioned many times at PLA. And I wrote those notes down. Simple as that.

When you’re at a public service desk, please look around. You won’t see a single nurse there, unless that’s what you consider those without MLSs. What you will see is dedicated staff who have been, for over 30 years, integrated into one unit. While we each have specialized knowledge, we all are required to treat each question seriously.

I don’t have to guess what Joe had to say, I asked him myself, and he said nothing about “dumb questions.” He did say that deeper, richer questions are better suited to professionals. That does not preclude that other questions shouldn’t be answered.

What would your solution be? Only have those without MLSs work the Public Service desks, and answer what you call the “dumb questions” and have the patron wait for these “nurses” to contact a professional to answer the “richer, deeper question?” In this world of “instant messenging” with instant expectations, do YOU want to wait? and who determines what questions are “dumb?”

Another solution in your world is for only MLS Professionals to work the desk, and call a non MLS staff member to tell a person where the bathroom is.

A final solution in your world of “dumb questions” is for a MLS Librarian to work with a non MLS staff member. When a patron ask me, as an MLS Librarian, where the bathroom is, I have to say “Sorry, I can’t answer that, I only answer important questions.”

Yes, all ridiculous situations.

The solution we have now, is for everyone at the desk attempt to answer the question, realizing that we certain people on staff who are more suited to address certain questions. Notice I didn’t say only MLSs, because there are many who work the Public Service desks, who have specialized knowledge, such as Reader’s Advisory in certain genres; and those who have a highly specialized knowledge of needlecraft, who are much better suited to give advanced knowledge to the patron.

As a trained professional for over 25 years, I know there are no “dumb” questions. To believe so shows disrespect to the patron. It is also disrespectful to my co-workers to believe that only MLSs are qualified to answer “richer, deeper” questions.

It’s very similar to other professions – does a doctor weigh you or take your temperature? No – that’s the nurse’s job. The doctor is thus freed up to use his skills and knowledge.

With Joe’s model, someone else would be set up to answer those types of questions, freeing MLS-types to do things worthy of an advanced degree.