In the Spring 2012 semester the University of Illinois Undergraduate Library will offer a roving Librarian service. Students can expect to see library staff in easily identifiable vests around the facility next spring. In the first phase of the project, they will be experimenting with a few different vest options. Pictured is a popular vest model from Menards.

I recently came across a good application of roving, including pictures of some innovative desks being used to support roving at the Appaloosa and Mustang Libraries in Arizona. Hats off to both of them  and to the Arizona Public Library System for forward-thinking and for pro-active approaches to sertvice. The information comes from Ellen Forsyth, consultant, Information, at the State Library, New South Wales, Australia.

There were several of these pods through the library to aid in the proactive delivery of roving reference. While seats are shown, I mostly saw staff standing with the client, after having been walking around looking for people who they could assist. This is a proactive model and it was very exciting to see it in operation. Staff really were walking around and looking for people to help.  They were covering the entire library space.  It was not intrusive, and it looked like it was effective.I was also delighted to see that in her write up, Ellen Forsyth cited approaches and techniques I taught several years ago at the Pro-active Service and Roving workshops we provided for Arizona Public Libraries through the auspices of the Arizona State Library. Approaches and techniques such as “using positive body language” and “non-invasive questions” including “are you finding what you’re looking for” are some of the hallmarks of Mentor Group Training Inc.’s  Library workshops, and we are delighted to see them becoming part of the roving lexicon and to such great effect. Well done!
According to the posts by Ellen Forsyth: “A new term I discovered recently was “shoulder to shoulder” reference service, because the client is next to the staff member. This is the term being used in Appaloosa Library, Arizona.  You are taking the client with you and the service points are designed for this. 

It was part of the service helping people find what they were looking for, before they were frustrated, or left.  The staff used positive body language as well as non-invasive questioning. It really is about asking “are you finding what you are looking for?” or a similarly open type of question, and not expecting the client to come to you – you need to seek them out.”

At the  Mustang Library, Ellen describes these innovative dual use desks this way: “Mustang Library, part of the Scottsdale Library system had impressive staff desks for helping with roving reference.  The desks were signed info/search with the info part for staff and the search for the public.  There were a few of these throughout the library and they were a very effective way of making opac accessible and signaling staff assistance. There were a series of these paired spaces through the library. They were compact and looked great.”

These are only two of the many great pictures viewable on Flickr, using the links above. You can get more information or follow Ellen Forsyth on Twitter. 

Continuing with our Roving “Myth Busting” series, here’s Myth #5: “Roving can only be done when there are two or more people staffing the desk. You can’t leave the desk empty”.

Response: You’d think so, wouldn’t you? While there are many busy times when leaving a line-up at the desk to go robe would just be silly, the truth is, there are many times during a typical day when there isn’t a line at the desk, aren’t there? At these times, a single staff member can move around somewhat to provide some roving service. I say this with a couple of caveats. 1. There should be a nice sign on the reference desk clearly stating that the reference staff person is temporarily away from the desk, assisting customers, and will be back in 5-10 minutes. 2. The reference person really must return every 5-10 minutes, or must rove in what I call a “starfish” pattern, keeping the desk in sight as much as possible, and frequently coming back within sight of the desk to see if anyone is waiting there for assistance.

“Our desk is busy, and our statistics show some growth, so don’t need to provide roving reference.”

This is the second “Myth or Misperception” I’m going to address in the series “Responses to 8 Common Myths and Misconceptions about Roving”.

Reality check / Response: This perception is not entirely wrong, is it. In actual fact, many Libraries these days are finding that they have trouble keeping up with the demands of the public flocking in. Unfortunately, this is as much a symptom of  the troubled economy and “lean” staffing levels as it is of anything else.

In times of recession, people take advantage of free services, and the library is among the most popular. In the past few years, libraries across the country have seen dramatic increases in the use of their services, which in addition to free Internet access can include programs such as resume workshops and foreclosure seminars.

In addition, there is an upswing in the complexity of more complex reference questions, as people use the internet to answer what once were those “ready reference” questions. This means that more time may be spent with each customer. Both factors contribute to making the desk seem busier.

However, as we know, things may be vastly different in a year or two. To blithely paraphrase a profound Buddhist philosophy…”all things pass“. And that means the economic situation WILL turn around, more people will get jobs, they will be able to afford their own Internet or download all the DVDs they want or buy books and e-book readers…and all too frequently, they will drop away from the Library.

This brings us back to one of the key benefits of Roving Reference – building strong relationships with Library patrons, which helps to secure a Library’s funding and future.  First and foremost, your Library staff are your best advocates – in their everyday one-on-one service interactions with your customers. Who better to demonstrate the value that Libraries deliver? And haven’t we all have experienced the infectious enthusiasm of a loyal, supportive Library member/patron?

Research has shown that positive perceptions of Librarians coupled with a belief that the library is a transformational force in people’s lives is directly related to the level of funding support. See the 2008 OCLC Report “From Awareness to Funding: A study of library support in America“.

Libraries are certainly not “the only game in town” for information, social connections or entertainment. Roving is one of many pro-active service approaches being adopted by Libraries in order to meet and even exceed the changing expectations of their customers.

In the words of Bill Gates: “We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next 10. Don’t let yourself be lulled into inaction.”

Here’s a great example of a Library successfully embracing the roving service model. During the last two months at its main branch of 160,000 volumes, the GPL has positioned reference staff in the stacks during peak periods. Their results are very positive. The blog cites the example of Chris, one of their roving staff, who “approaches approximately 20 customers per hour, and a third take him up on his offer of help. Interestingly, about half initially say no and then track him down and ask for help a few minutes later.”

See the full article at  the March 28, 2011  post “Roving Reference. #7:2011″ at the blog “On a + Note”created by Kitty Pope, TheGuelph Public Library’s CEO.

There are also some GREAT service recommendations in her previous post “Breaking Down The Time Barrier”, on the same blog. In that post she states that one way to save their users’ time is to ” Offer roving reference. Instead of sitting at the desk, staff members with iPads are on the floor helping customers. Answer reference and readers’ advisory questions, download e-resources, and access databases. Email the info directly to the inquiring customer for later reference. How slick is that! Of every three GPL customers we approach, two are taking us up on our offer of immediate help.”

Right On! Kudos to the Guelph Public Library.

“I Don’t Get It!”… The Library Manager brushed some stray hair out of his eyes and gave me a perplexed look over his glasses. “I don’t get it” he said, with a sigh that seemed to indicate that he thought he should.

I looked up from my salad, and stopped making notes on my “Official Library Conference schedule and Guide”. So far, the Library Conference had been very interesting, and I was hard pressed to decide which of the great presentations to attend in the afternoon. The food area in the Conference Exhibit Hall was really crowded and noisy, and I could see that many conversations had sprung up between strangers seated, of necessity, at tables together.

“Oh? Don’t get what?” I said with a smile.

He continued. “Our Director said that it is important for us to focus on “pro-active, patron-first” type strategies like roving, to build relationships and all that . But – I don’t get why this is so important right now. I mean – we’re so busy! Our desk is busy, and our statistics show some growth, so I don’t see the need right now.”

I looked at the Library Manager, now seated across from me,  and smiled. “You’re not wrong”, I said. “It’s that kind of economy, when long line ups for library cards, and shortages of public computers are no longer a blue moon kind of thing like they were in the halcyon days before the economy started to slide. Layoffs continue to happen, families are tightening their belts, and many Library patrons have one thing in common; they don’t have access to a computer or resources at home – if they still have a home.”

“But,” I continued, “As we know, things will not continue this way, and may be vastly different in a year or two. To blithely paraphrase a profound Buddhist philosophy…all things pass. And that means the situation WILL turn around, more people will get jobs, they will be able to afford their own Internet or download all the DVDs they want or buy books or ebook readers…and all too frequently, they will drop away from the Library.”

Our conversation continued, and even began to involve a few other Library conference attendees, eating lunch at the table beside us. Their ideas and opinions and those of hundreds of my Library clients are the foundation for the upcoming posts in this blog. My response to this important question, which I have answered hundreds of times since that interesting lunchtime conversation several years ago.

Over the next few blog posts, I’ll address that question, and answer several others about the best ways to Rove, and how to overcome some of the challenges commonly faced by Libraries as they implement this as a service model. Stay tuned!

The intent of this this Blog is to add to the knowledge and insight that you, as a Library Manager or Staff Member need to know in order to understand the importance of proactive services (such as roving) to your patrons, to your profession, to their future and to the future of the Libraries. And, understanding that, learn some of the best tips for roving comfortably and effectively.

I’d just like to share with you today an excellent slide presentation available on “Slideshare”. This presentation by Martha Fuerst, Information and Society  (LIBR 200) San Jose State University, Fall 2010, provides some great context and facts about ” non-traditional” services, including roving, self-help, use of technology and more. I particularly like her use of old and new quotations, and appreciate the extensive list of reference sources for the presentation. Here’s the link: http://www.slideshare.net/MartiFuerst/traditional-vs-nontraditional-service-points-in-libraries?from=share_email_logout2 Enjoy!

As promised, I am posting a few highlights from my experiences visiting three wonderful New Zealand Library systems. In today’s post, I am arbitrarily starting with Christchurch City Libraries – although they were the last stop on my “teaching tour”, they are top on my mind today, perhaps because of the earthquake that occurred in Christchurch around the time of my visit. If courage could be defined as “grace under pressure”, then surely the Management and Staff of the Christchurch City Libraries are very courageous people. The 7.1 earthquake and hundreds of aftershocks they endured in September damaged and in some cases destroyed many older and historic buildings. Most Library branches were closed for 7-10 days while they “re-shelved, repaired and restored”. I was there the day after the “big one” – and let me tell you folks…an aftershock of 5.1 feels like a very frightening earthquake to me! The emotional toll was palpable, but people soldiered on and helped each other in a true spirit of care and brotherhood. My workshops on Pro-active Service and Roving were scheduled to be held just 2 weeks after the quake – and yet the Managers and Staff chose to carry on with the training, as it was a key part of their new service model. Then they had to scramble to find new meeting space, as the Library meeting rooms had all been appropriated for temporary City Council staff offices. In the post-earthquake confusion, with many damaged buildings and businesses closed, Alice Cruikshank, Professional Development and Learning Coordinator and Pat Street, Programmes and Learning Manager found 2 large meeting rooms- one in a Banquet Hall facility and another in a ” private function room” in a local restaurant/bar. All went very well – the training was a hit – and staff felt it also gave them something more positive to think about, rather than earthquakes. I just had to share this picture of the workshop tables we set up next to the bar. Kudos to Alice, Pat and the restaurant staff! (and no – we didn’t sample the liquor at breaks!)
Christchurch City Libraries is a very forward-thinking Library system, constantly innovating to meet their patrons’ needs. I can’t list all their wonderful service innovations and services in this space, so I will focus on some highlights.
Location Location Location: I visited the New Brighton Library and was blown away with its location. It is at/on the impressive New Brighton oceanside pier- in fact you can walk out onto the pier through the Library. Huge picture windows look out at the sea, and there are “Listening Posts” by the windows (comfy chairs with earphones facing outward).
Beyond the wonderful location and features, this Library provides roving reference (as do the rest of the Libraries in the Christchurch City Libraries system). I spotted this useful sign on a Library Reference desk at New Brighton – note the great view! (Double click on the image to read the sign).
Their South Branch Library is another example of forward thinking design. The Library was designed at the same time as the local City Council offices, which were in the same building. What struck me most was that they consulted with the community about the new design, holding meetings and focus groups. What they found out drove the design of the entire building. People didn’t like the way they had to go down separate corridors to find city clerks (to pay a property tax bill for instance), and then find your way through other doors to access the Library. In response, this building is designed as a “community space”. When you first enter, there is an open area. You can see straight ahead of you the is the open concept “RED” cafe, an independent coffee shop. To the left is a service desk for city administrative functions, and to your right is the Library and the Circulation/check-out and Information desk.No walls divide these services. I found that configuration to be very friendly and welcoming. It was easy to see where to go and convenient to have everything in one place. The building is very “green”. It stands on pillars, with water flowing underneath, which moderates the interior temperature, and looks very picturesque – with ducks paddling on the shallow “moat” around the building. There are windows all along the walls, which bring the outdoors indoors. The top and bottom panes automatically open or close to regulate the interior temperature. Adding friendliness to this wonderful space are Library staff who rove throughout the space, ready to serve patrons wherever they need assistance.
At every branch I visited in Christchurch I found many pro-active service approaches. Many staff had already been providing some Roving services, often in informal ways. After the workshops, this has become a fundamental component of their successful, patron-centred service model.