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!

Is this an indication of future roving service to come? In a great article in her blog Library Webhead *, Sharon Clapp describes her positive reactions to the pro-active, roving customer service provided at Apple stores – including instant check-out on the spot with the roving Apple staff member. Sharon speculates on the use of a similar service in Libraries and concludes, “So imagine what this means for libraries. The next big thing won’t just be roving reference, but roving circulation! We’d better limber up & get used to being proactive in our customer service skills, introducing ourselves and offering to help.”

We couldn’t agree more. For those Libraries who have already embraced and implemented Roving and Roving reference successfully we’d like to say, “Congratulations! Well done! Roving Circulation/check out may be a wonderful future enhancement to what you are already doing!” To those Libraries who are considering roving, or have not quite yet made it a fundamental part of their service – “You’re on the right track…but the bar for pro-active service and roving is continually  being raised. You may want to consider picking up the pace a little.”

See the whole article at http://librarywebhead.blogspot.com/2010/08/not-just-roving-reference-roving.html

*Library Webhead is the blog of “a Librarian who focuses on web technologies…She also highlights some of the latest trends in Web development and Libraries.”

If you are interested in learning more  about “roving” outside of the building check out this upcoming audio conference related to community outreach.

Conversations with Leaders Series: Making a Difference in the Community: In Conversation with Linda Cook (CEO, Edmonton Public Library, Chair of The Alberta Library and a founder of the Library Advocacy Now! program). The Edmonton Public Library has 17 community librarians whose job it is to stay out of the library and work with community organizations. In this interview, Cook shares tips and techniques from the library’s Community-Led Toolkit.

DATE:  Tuesday, June 22, 2010. TIME: 2:00 pm ET. More info and registration at

http://tinyurl.com/Linda-Cook