designing customized library services: book-a-librarian and bookmatch toby greenwalt...

Designing Customized Library Services:

Book-A-Librarian and Bookmatch

Toby Greenwalttheanalogdivide@gmail.

comAn Webinar

September 14th, 201012:00 – 1:00 PDT

Infopeople webinars are supported by the U.S. Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered in California by the State Librarian.

Today’s Agenda

• Principles of Custom Library Services

• Designing 1-on-1/Book-a-Librarian Service

• Crowdsourced Service: Bookmatch

• The Long Haul: Promotion and Evaluation

Things Are Getting Busier

Skokie PL, FY 09-10:•Over 274,000 desk transactions (up 9%)•Face-to-face, phone, email, IM, Twitter, and Facebook•Staff juggling basic and in-depth questions

http://flic.kr/p/6YrKWT

Step Away From the Desk

• Create a more comfortable environment

• Eliminate “time pressure”

• Works toward a more participatory model (Lankes)

Personalize It: 2 Methods

Getting Started: Policy and Buy-in• Start with the skills

audit• Choose a “minder”

for all BaL sessions• Allow staff to set

their own availability

http://flic.kr/p/im9gn

Brainstorming Time: Perform a Skills Audit

1. Which questions are best suited for a 1-on-1 consulting session?

2. What do you think you could cover with a little practice?

3. Which questions should be off-limits?

Put the Audit to UseStaff name Strengths Avoid Availability Last

SessionNext Session

Don Business Computers Tues PMFri AM

6/15/2010 9/17/2010

Peggy Databases Wed AM 8/22/2010

Joan Computers,Blogging

Tues AMWed PM

8/2.2010

Pete Health, Computers

Mon AMThurs PM

7/8/2010 9/23/2010

Betty Genealogy Mon PMFri PM

7/30/2010

Roger Job-finding Computer Thurs (All day)

9/1/2010

Making the Appointment

• Schedule at least a week in advance

• Secure private space for session

• Will you need a computer?

• Contact patron 1-2 days before to confirm

Showtime

• Treat like a standard reference interview

• Set realistic goals for the allotted time

• “Teach a man to fish…”

http://flic.kr/p/7ihDXU

Know your limits

• Avoid liability-prone topics

• Provide referrals if necessary

• Determine follow-up protocol, and if subsequent sessions are necessary

• Provide evaluation

Bookmatch

• Based on Barry Trott’s Reader Survey

• Gives both patrons and staff time to approach reading interests

• Open to interested staff at all levels

Brainstorming Time: Readers’ Advisory

Which RA questions garner the best patron responses?

Creating the Survey

• Follow the inverted pyramid

• SurveyMonkey allows for branching paths

• Use a mix of multiple choice and essay answers

• Not every question will be answered

Rotating MindersStaff Rotation Patron Completed? Month

Pete Ken Cosgrove Sent August

Betty Trudy Campbell Picked up

Don Harry Crane Sent

Joan Lane Pryce Picked up

Peggy Mona Sterling Sent September

Roger Jimmy Barrett Sent

Pete

Betty (…)

Gettin’ Wiki With It

Survey pasted directly into Wikispaces page

Gettin’ Wiki With It

Discussion section used for book recommendations

The Home Stretch

• Minder has responsibility for compiling list

• Check for formatting issues, compatibility, and extras

Putting It Into Practice

• Hold test sessions with friends, family and staff.

• “Soft launch” for new services • Build opportunities for word-of-mouth

Promotion

Too much is a good start.

Evaluation

• Contact selected patrons for feedback

• What has worked? What hasn’t?• What features should/shouldn’t you

add?

Long-term effects: staff development

Thank You!

Toby Greenwalttheanalogdivide.comtheanalogdivide@gmail.comTwitter: @theanalogdivide