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.

Continuing with our Roving “Myth Busting” series I present:

Misconception#3: “We already care about patrons, so we don’t need to do anything different…” “Patrons express how much they appreciate our help…”

Response: In many ways, this is true. Those patrons/customers who have experienced the wonderful, knowledgeable, resourceful assistance of Library staff express their appreciation and delight. BUT –  my question to you is: What about those customers you never talk to? Studies have shown that between 40%-60% of Library customers will likely not approach the desk for assistance, even when they need it. I call these “hidden customers/patrons”, because often don’t even notice them – especially when you are busy. Without roving staff, these “hidden” customers are destined to remain frustrated and under-served. If they are under-served, they are also not likely to be as aware of or impressed by the vast aray of resources and services available to them. There is a huge  opportunity to build strong relationships with those people, simply by being more available at or near their “point of confusion”. The goal of Roving is to find those hidden customers who need and would like some help, and offer it to them, thereby creating relationships with more users, who may well become loyal, Library supporters.

COMING IN MAY: Live Webinar: Best Approaches For Roving Success

Click here to download a Roving Webinar, Printable flyer

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.