I have a loud voice. Part of this is because I listened to a lot of obnoxious music in my twenties and now strain to hear a whisper or mumble when I’m standing next to a fan. Another part is that I grew up in a loud Italian family where the volume was permanently at 11, and that still seems normal to me. The final part is that I just have some lung power, man.
And I like to use it! Even when my voice gets unpleasantly dry and creaky, which happens every stupid time the temperature to moisture ratio of the room falls below sauna levels, I love to croak me out some Rage Against The Machine. If I hydrate, my range becomes fierce. I can whistle, too. All of this happens at top volume.
There are many reasons why none of it can happen in the library.
- It’s loud. While the Nevins isn’t a silent library, patrons don’t want to hear me expound upon the lifespan of the lobster or serve some sick burns to the military-industrial complex. It’s not professional. Incidentally…
- Even humming a recognizable, expletive-laden song in front of a patron is inappropriate. On the plus side, Hookers by Irontom has been stuck in my noggin for about a year now and resisting it has allowed me to achieve zen-like levels of self-control.
- Misophonia. There are a lot of people with sensory issues, major and minor, who use the library. It is not fair to subject them to whistling, humming, or the scratchy crow voice I get when it’s both too cold and too dry for my diva of a larynx. In fact, generating pointless noise can make people ornery and hard to handle. Why would I want to rile a patron? (Don’t answer that.)
There’s another problem with using my voice at the desk: the patrons are right there. The patron computers are literally five feet away from my preferred computer station. That means that any conversation I have with a coworker (or another patron) is likely to be overheard, and with it, all of its sensitive personal information.
Because I’m a fairly self-conscious person, my initial worry goes along the lines of oh god, what if something I say offends people? This falls into the category of useful paranoias that I like to think has kept me out of a fair amount of trouble. I avoid all political and controversial subjects. When patrons want to talk, I try to steer the dialogue to library services or technology; when colleagues want to talk, we talk about pets, books, and kids. Intellectually, I know that I probably shouldn’t be saying anything to my colleagues when we’re on the desk together, but I feel the need to balance camaraderie and friendliness with circumspection. We only work well together if we’re on good terms, and that means being social, to an extent.
But privacy is still the best reason to watch your mouth in the reference room, and sometimes, the combination of the patrons themselves and the setup of a reference floor makes this difficult. Case in point: I once helped a patron who was looking for housing. They had multiple considerations and I struggled to find a solution that was right for them. We were working at a computer and there were other people around us. When the first patron became upset, another patron volunteered a personal recommendation for a housing counselor in the next town over. While this was very helpful, it also represented a potentially bad situation. Patron 1, who was in housing distress, did not want to talk to Patron 2, but not because they wanted to maintain privacy. Patron 1 had previously told me that they did not consider people of Patron 2’s ethnic group to be true Americans.
Luckily, the situation resolved without incident and everybody learned an important lesson about tolerance, prejudice, and how far off the rails things can go when patrons overhear your reference questions. I’d initially assumed that we needed to preserve Patron 1’s privacy over their housing needs, but when that privacy was breached, bigger problems became evident. I now think of privacy as a container that keeps all of a patron’s issues localized for a moment while we figure out how to handle their immediate issue. It’s wonderful that Patron 1 came away from that interaction with a broader mind, and I am still very grateful that Patron 2 was so patient and slow to take offense, but that conversation was a job for a consciousness-raising program, not a reference desk.
The real question is how we can mitigate eavesdropping in an environment where problems must usually be solved with computers and computers are necessarily clumped together. The kind of information that this puts at risk makes that anecdote above sound just delightful. People regularly describe their tax problems to me at the reference desk, and I have had patrons try to tell me their social security numbers. Many people come into the library for personal assistance with online job applications and end up discussing their home addresses, work histories, disabilities, and even conviction histories aloud. I try to seat patrons dealing with sensitive stuff away from others on the reference floor, but there’s no getting around it: when we’re full up, even a whisper is audible by whoever’s at the next computer over.
If I had my druthers, we would have a sensitive services area. It would contain two or three booths that close tight to mitigate or eliminate noise. There would be a computer in each one. You’d sign each booth out for an hour at a time, and once you were in, you could go to town. Scream at your insurance agent on your cell phone. Relay your social security number to whosoever you please. Call in a librarian and talk about researching your extremely personal illness or finding a lawyer to help you with your divorce or immigration.
“Telephone” booths are expensive nowadays, but there are DIY options for sound-dampening areas. (Personally, though, I’d spring for something with see-through windows, regardless of price. Safety first!) There could even be a specific laptop that patrons sign out when they want to use the phone booth so that regulars aren’t tempted to co-opt it for their Facebook-surfing needs.
Would people misuse a telephone booth? Obviously. Even if it’s in plain sight, couples will go in there, gamers will camp out to play Warcraft, and people suffering from paranoia will insist that it’s the only place they can safely check their email. But every privilege a library provides gets abused eventually. The point isn’t to keep services away from the 2% who will take advantage, but to make them available to the 98% who need them.
After all, as experience proves, I’m not the only one with a voice that carries.
Featured image from Room.com!
Hello, friends! It’s nearly Thanksgiving, so I’ll keep this short, sweet, and to the point. We librarians need to edumacate ourselves.
I’m not talking about increasing our focus on reference or becoming better at beeping the books. That’s the old way of thinking about specialties. These days we need to develop new skills, and that means continuing ed. Let’s pay librarians’ tuition and send them to school to develop some useful new skills! These skills don’t have to be specific to each staff member. Someone could develop two specialties or even triple up – this, after all, is libraries.
Here’s what I think we need the most right now.
We’re as much teachers these days as anything else. Patrons want to learn how to download apps and use Excel. The problem is that, aside from school librarians, we generally don’t know how to teach.
The education librarian would coordinate learning events in the library and, when necessary, instruct other librarians on how to be good teachers. When someone declares that there should be a Coursera run in the library, it’ll be the education librarian who figures that out.
Internal Communication Librarian
Librarians tend to be free spirits. Individualists. A herd of cats, you could say. And that’s great! Except it also isn’t. It also means that we trip all over each other in a group. Enter the internal communication librarian!
This person takes business classes and then manages meetings, makes sure that everybody knows what’s going on, and generally makes sure Person X talks to Person Y about Person Z’s project. Maybe they’d run an internal staff blog detailing the library’s news.
A lot of places already have this person – my place does. But too many do not! Some librarians need to take marketing classes and become library bloggers, social media experts, and advertising mavens.
Renfrewshire Leisure are recruiting for a School Librarian and a Primary Outreach Librarian. If you think either of these roles might be for you then don’t delay – applications for both close this week! Full details are available here: https://t.co/OL07ncgcRT
— CILIPScotland (@CILIPScotland) November 25, 2019
That’s me, guys! The IT librarian might come in with some IT background, but they could also get training as they work for the library. They don’t have to be hackers or whatever, they just need to know something about a motherboard and be ready to talk the lingo to tech support.
The IT librarian could double as the cybersecurity librarian. They’d track the institutional passwords and explain to everyone why they really do need to change every 60 days.
Seniors have particular needs. Sometimes, these involve mobility and vision accommodations that most of us don’t think of before they happen to us. At the same time, they’re big-time library patrons. Why not specialize a librarian to them the way we do with teens?
Graphic Designer Librarian
Libraries aren’t not going to need to do outreach in the future. That outreach isn’t not going to need to look good. Why not train someone to be the library’s professional artist?
This shouldn’t require an art degree, just a willingness to learn. The graphic designer would make clipart, zshuzsh up promotional materials, and keep library materials on-brand and looking neat.
We need librarians whose job priority is to watch for trends in the profession and in the wider world, and then test them out to see if they could be useful in a library context.
They should go to every conference, collect every business card, and build a weekly situational report for their institution that includes new social factors (“OK Boomer,”) new tech developments (foldable smartphone,) and the results of their own R&D. For example, maybe this is the person to test NFC stickers in the library.
Love your librarian? I do. Knowledge, guidance, recommendations, historians, and (wait for it…) unsung heroes of the tech world? Vote up this unique session to discover their critical role in tech. SXSW PanelPicker® https://t.co/sCsgXr0kAE #librariansintech
— AcqEditorJoan (@AcqEditorJoan) August 7, 2019
Special Needs Librarian
There are a lot of possible applications for this kind of expertise. Are libraries overwhelming environments for autistic people? I have no idea! I’m not autistic and have no training in that area. Are children’s books available enough to adults who read at a low Lexile? Once again, it’s a need that exists and we might be able to meet it if we train someone to be an expert on the topic.
This intrepid person’s job will be to learn languages. They should come into the library with at least two, but over the years, they will learn more. The library will send them to school to learn Spanish, French, Arabic, Mandarin, and anything else that could possibly come in useful. It won’t be their entire job, per se, but it’ll be a big chunk.
Now I want to hear your ideas. Comment with the librarian specialization you think we need right now! If you think librarians already have enough going on in their lives without more stupid school, comment about that too.
Happy travel day, library friends!
Special thanks to this awesome dude for our featured image!——-> Dollar Gill
It’s true. If you have a Windows 7 machine, you can still get an upgrade for free. It’s legal, too. Go to the Microsoft website at this link and download the media creation tool. Run it. Do it now before the 7pocalypse arrives in January!
And don’t take it from me. Take it from ZDNet.
In bookish news, I’m still working on Part 3 of my DHALGREN review. (Part 1 is here.) I might have it up tomorrow, so grit your teeth and hang onto your harmonicas. For now, join me in the sweet, easy, fun library life, where we skip through fields of aahhhh who am I kidding SupportAssist did another crazy thing today.
This time, I had a computer (One! Single! Computer!) on our staff network freezing at odd times. It started yesterday with freezes that happened closer and closer to startup and did not respond to ctrl+alt+del. I crashed the poor thing and performed a system restore, feeling very technological and cool. That seemed to solve the problem.
It didn’t take long for dear little Computer 43 to fritz out again. Today, it froze after a restart, and then during a diagnostic scan. I called uncle, and Dell, too.
I avoid calling Dell because my customer service experience with this company is extraordinarily spotty. Sometimes they’re super-on. Other times, their technicians make little pew-pew noises when they think they’re on hold and then delete networked printers willy-nilly over my strident objections. This time, I was lucky. My dude figured out that SupportAssist had been causing the system to freeze up at a deep fundamental level.
Part of the reason for this was that SA has two versions. One is a Windows app and the other is a Dell app. You can get the Dell app from the Dell website. You can get the Windows app from the Windows App Store. That one appears to be buggy. It may also be either advertising itself very aggressively or chronically reinstalling itself on some machines. This actually explains a lot about how my library’s public-facing machines have been behaving.
So he uninstalled SupportAssist, although it took him a couple of attempts, and suggested that we not use this Dell-origin piece of wrecknology anymore (thanks, Christine, for this situationally perfect word.) I’ll be passing his suggestion along. If I never had to lay eyes upon SupportAssist again, I’d be happy. I’m now 14% sure that this is how God intends to end the world.
Technically, I’m a technology librarian. That means that I know kind of how to make the computers behave themselves under ideal circumstances. Under less-than-ideal circumstances, I can either call tech support and spend hours on the phone or gracefully give up and text our IT contractor. However, there’s a decent handful of problems that I can manage on my own.
In a strictly professional sense, SupportAssist is one of these. However, I am not emotionally qualified to handle this cringingly horrible piece of Dell bloatware. Every time it does a new weird thing, which is about once every other week, my heart falls.
Even when SupportAssist is working correctly, everything about it is annoying. For example, when it’s processing, it flashes three little waiting dots. One two three. Right? Dot 1 flashes and goes out, dot 2 flashes and goes out, dot 3 does the same, then repeat. Right? RIGHT?
SupportAssist’s first dot flashes correctly, but the second and third flash together. Simultaneously. Every. Single. Time. Even though it’s a stupid superficial thing that doesn’t matter at all, the obviousness of this bug galls the hell out of me. It looks so bad. Also, if your intuition tells you that someone who missed that glaring issue might have missed others, then give that intuition of your a big wet smack on the lips, because it’s a winner.
Problems with SupportAssist abound. I could schpiel on for days about the nonsense I’ve endured with this damnable program, from times I’ve tried to remove it (it reinstalled itself) to times I’ve tried to update it because it was being an enormous heckin’ vulnerability. (Incidentally, during that fascinating episode, SupportAssist actually refused to install. What a world!)
For the past several weeks, I’ve been trying to stop SupportAssist from forcing popup notifications on our patrons. These are just update requests, but they require an admin password, and patrons, skittish darlings that they are, aren’t equipped to deal. Anyway, making any change to these computers requires turning off our disk imager, DeepFreeze, before I make any changes. There are a couple of restarts involved. The process is a bit of a slog, but it’s worth it because DeepFreeze is a great piece of software that keeps everybody’s filthy data off our nice clean library machines.
So I’m not sorry that I’ve been unfreezing and freezing our DeepFreeze clients for the last month, trying to figure out how to make SupportAssist stop yelling at our patrons. That’s just part of the game. I’m also thrilled that our IT consultant figured out a lasting fix – yay! What maddens me is that today, when I tried to apply said fix, I discovered that the issue had begun because SupportAssist had either a. tried to update itself and installed a bad version; b. become universally corrupted on all computers and decided to watch the world burn instead of working; c. decided to ask the user before updating its own bad self while also not being capable of doing that because it was too broken; d. all of the above.
I’m going to go with d. Somehow, it’s d.
That meant that I had to reinstall SupportAssist on each machine just so that I could tell it to never notify the user about its need for updates, driver or otherwise, ever again. It took…a while. I spent a lot of time watching its little waiting dots.
On the bright side, it does seem to have worked. As a certain TV hero once said, I love it when a fix comes together, at least long enough for the program to un-toggle it and/or go wonky so that I have to go back in and start all over again.
Until next month, SupportAssist.
If you’ve ever worked at a library service desk, then you absolutely know that patrons can be surly, rambunctious, problematic, inappropriate, and rude. Any patron can become an issue – I’ve personally had the most trouble with older, wealthier people – but in some cases, the issue is obvious: hanger.
Hanger is the pernicious emotional combination of hunger and anger that manifests when your blood sugar level falls at the same time as your email fails to load. When I see it in the library, it’s usually in kids and homeless people. There aren’t any eateries nearby and the city itself doesn’t support any shelters that I know of, so it stands to reason that these populations would be the hangry ones.
However, the weeks surrounding Halloween have been blessedly free of hanger-related orneriness. Why? Because we put out a festive seasonal candy dish.
The candies weren’t what you’d call choice. Most were the small suckers the kids back home used to call dum-dums [edit: this is, incredibly, what they’re actually called] and hard candy a la Werthers. My awesome coworker, who is nice to the point that I want her to give a librarian master class, added a bunch of leftover fun-sized chocolate bars today. However, even hard candy disappeared at a steady rate. Who took it? Our homeless patrons, that’s who! Teens and kids as well. Once dined, their dispositions and our patron interactions noticeably improved.
So here’s my proposal: let’s keep the spirit of Halloween alive all year long. Nobody’s going to clean us out of dum-dums. They’re sucky candy in multiple senses. Let’s stock them at the reference desk 365 days of the year! People could take as many as they’d like from a freely available bowl, although I suspect they’d only take two or three at the most. Nobody’s going to try to survive on dum-dums, and it takes a while to eat one. That’s ten-ish minutes when the patron is not immediately in want of food and therefore irritable.
Honestly, I might buy them in bulk with my own personal money. It’s not like this is caviar. We’re re-opening the reference floor soon and we’ll definitely see our foot traffic increase again. I’d like to see our patron interactions remain as positive as they have been with our regulars these past few months.
It just happened again. A patron grabbed my arm.
Most people have a little gauge in the back of their head. It indicates whether or not it is appropriate to touch somebody else in a social situation.
Police officer? Do not touch. Mom? Do touch. Bartender? Ask to touch. Librarian?
Experience suggests that some people think it’s totally OK to touch the librarian.
Patron touches happen way more often than I like. In fact, not a month goes by without some kind of surprise physical contact from someone I’m helping. This latest one, which happened less than an hour ago, came from a patron who referenced an autistic family member and therefore should have known not to touch strangers without asking.
I’ve experienced the following types of physical contact from patrons at various points in my career, all unsolicited:
- Arm grabbing
- Shoulder patting
- Hand holding
- Hand stroking
- A finger running up the back from lumbar to shoulders
- Knee to knee contact under a table
- Foot to foot contact under a table
Some of those were legit creepy sexual harassment attempts. But Anna, I hear you chirp. Hugs aren’t so bad. What could be so bad about an innocent little hug? Well it so happens that I’ve thought a great deal about this. Allow me to expound.
The Slippery Slope
If a patron is allowed to grab my arm without asking, I can at least expect more grabbing. I may also expect other types of escalation. The patron who stroked my hand in a disturbingly sexual way that was definitely and absolutely a bad touch? She’d started by brushing my arm to get my attention. While not all unwelcome patron contact comes with a preamble, I have noticed that a pushy patron will sometimes test the waters with casual contact before grasping, petting, and otherwise getting all up in my business. This isn’t uniformly the case. The particularly upsetting back-stroking incident, for example, happened as the patron in question basically ran by. Nevertheless, initial exploratory contact happens often enough that I now try to head it off at the pass with a polite but direct “Please don’t touch me.”
Respect The Librarian
Touching without asking indicates an inherent assumption of entitlement to the librarian. In this case, it’s not just that the patron considers themselves to have special social privileges that you do not have – because they do, that’s a given – but that you’re below the social level where they need to think of you as a human with preferences and concerns. It is a sad fact that some people afford more respect to expensive vases than they do to people who work service jobs. Unsolicited touching also implies that the patron assumes that there’s nothing you can do to protest their behavior if you happen to dislike it, so that possibility isn’t worth wondering about. They proceed to treat you like a thing, and a cheap thing at that, through the vehicle of unasked-for physical contact.
Inconsistency Is Doom
A patron came to the reference floor a couple weeks ago and ended up crying because of some unrelated life stresses. She then asked if she could hug me. I let this happen partially because she had asked nicely before just grabbing, but mainly because I was afraid of what would happen to her emotionally if I refused. It wasn’t a great experience, but I endured and nobody dissolved into actual screaming. Greater good served. However, what if that patron had been male? Call me sexist, but I wouldn’t be nearly as comfortable hugging a man I didn’t know. That’s a policy based on my personal feelings! If I refused to hug a guy who knew that I’d agreed to hug a woman, I’d be revealing a prejudiced attitude on my part that could impact whether or not the patron continues to use the library. It’s also a good passive-aggressive way for a creepy guy to do his creepy thing and try to socially coerce a librarian into an uncomfortable situation.
I Just Don’t Like It
I don’t have autism and I wasn’t abused. I’m not trying to perform some hypermasculine butchness routine and I’m not too cool for normal people. I just like my personal space. I’m sure I’m not alone. You may feel differently. Feel free to share your strategies, philosophies, and thought on how to manage the touchy patron situation. However, no matter how you cut it, physical contact with patrons is not part of a public librarian’s responsibilities. Don’t let a patron edit your job description on the fly.
I’ve had a lot of burners on the stove lately. In addition to the biggies, which I won’t discuss because they will bore you, I must keep my Libby-based digital audiobook stash fresh. This means zooming through The Cuckoo’s Calling at 2.5x normal speed so I can read whatever’s just downloaded from my holds list.
The things that stress out librarians.
Also stressing me out is the cost of replacing our charging cords. At my library, we hand out charging cords in exchange for a collateral ID card. Usually, the people who need charging cords are kids, and usually, they don’t have any ID on them.
What am I going to say? No, foolish child! Go file for a state ID and then come see me about this $30 cord after a seven-to-ten day wait for shipping! Ugh. Obviously I let the kids take the cord, and they’re generally pretty honest. I have them write down their name and phone number just in case they forget to bring the cord back, but that would be tough these days. I’ve figured out a way to wire a laminated tag to the plug housing in such a way that it can’t be gotten off without breaking one of the wires.
From now on, any disappearances are definitely theft. Conceptually, disappearances might have been happening before now, but one cord looks very much like another and we’d incorporate enough found cords into our little collection that our supply remained fairly stable. Not that it’s not theft to swap out your busted cord for our nice one. I wouldn’t be 100% surprised if this is why our cords have been aging so fast, because they have been aging fast. One day, the cord is brand-new; the next, it will not charge for god or country.
On the other hand, we also get cord donations occasionally. I’m fairly sure that these are well-meaning, but it results in a couple negative eventualities:
- The used cords become busted cords more quickly anyway, and since we don’t know the cord’s age we can’t really guess when that will happen
- We end up with irregular and off-brand cords that don’t work as well as quality ones
- As bad as lookism is, it’s nice to have a consistent brand, and a random hot green cord disrupts our branding game
- We always have a ton of Android cords and never have enough iPhone cords.
We’ve flirted with the idea of getting dedicated charging stations for the library before, and although they are fairly expensive, I think they’d solve some of the squirrelly minor issues with lending charging cords. Now that we’ve got to revamp our entire reference floor anyway, it seems like it might finally happen. That said, I sincerely hope that we get one for each floor so that people don’t have to glom onto just one unit.
We’re going to have to be conscious of replaceability if we go with a standalone charging unit a la conference or mall charging kiosk. The other reason that our cords might be aging out so fast might have to do with how patrons are using them. As usual, the root problem is data collection. We don’t really know what the patrons are doing to our equipment, though the imagination paints some interesting pictures, and if we don’t know that, we don’t know nothin’.
On the other hand, we could just gin up some shoeboxes with power strips inside. Added bonus: we could decorate those any way we wanted. Housing options are essentially unlimited. We could use a bread box, a basket – god, one trip to A.C. Moore multiplies the possibilities. There are myriad ways to hide a bus. Maybe we could borrow a few extra dollars from the replace-iPhone-cords discretionary fund for security measures. I figure a few wall anchors, some tastefully disguised chicken wire, and a padlock ought to do the trick.