Ideas for Serving Diverse Communities

At the Alberta Library Conference last spring, I was sitting in on a session that discussed serving the needs of newcomers to Canada and I heard a quote that struck a chord in me – “What harbor can receive you more securely than a great library?”  The quote is from Italo Calvino’s If on a Winter’s Night a Traveller and if I had a quote in my email signature, this would it be it. Public libraries have a long history of serving the shaping demographics in their communities and being central spaces for everyone to come and find information and entertainment. In the fall of 2012, Public Libraries Online published the article, “Meeting the Needs of Diverse Communities,” written by a PLA Contributor which focussed on New Jersey’s Piscataway Public Library's (PPL) initiatives to better serve their diverse communities. I've outlined these ideas below - click here to read the full article from Public Libraries Online. 

1.       Going straight to the source: The librarians at PPL wanted to directly elicit the opinions of those patrons who regularly read multilingual materials.  They first tried to approach patrons in person while they were browsing the shelves but found this route too abrasive.  Alternatively, they decided to approach patrons through a printed survey which they kept at the circulation desk and would hand out each time a multilingual book was checked out. They found that users were more open and honest in filling out the survey than they would be speaking face to face with library staff and they were able to use this information to further develop their collections. 

2.       Facilitating better communication:  The library created a welcoming space by ensuring that signage in the library included translations in other languages to better guide users in the library.  With inspiration from the Philadelphia Free Public Library, they created a “Translation Aid.”  This is a flip chart containing commonly used library phrases and questions such as “I have a book on hold.”  Library staff were also able to use this station with patrons to point to essential questions such as “Do you need a library card?”     

3.       Multicultural programming:  PPL’s Diversity Committee works to develop programs that celebrate ethnic diversity and heritage.  They used a display case to feature cultural items brought in by patrons.  It houses art, pottery, traditional costumes, and other cultural artifacts.  This helped library staff and patrons become familiar with a variety of customs and traditions. They noted that, “The consistent theme, however, was the positive results gained by involving library staff and users in efforts to promote communication and understanding.”

Get out of the cold and in to the library!

It's January and even though it's +8 C outside this afternoon it might be a good time to bring a few more people out of the cold and into the library.  

To help, I've compiled a (definitely not exhaustive) list of cool and engaging programs that you could implement this year - there's a little something for everyone.

• Book Club in a Bar http://letterstoayounglibrarian.blogspot.ca/2013/01/the-modern-book-club-meets-    in-bar-by.html
• Book Club in a Cafe (for teens) - check out Lethbridge Public Library's 'Caffiene High' for details http://www.lethlib.ca/node/2294/delta/4
• Human Library http://humanlibrary.org/
• Fort Friday http://www.allfortheboys.com/home/tag/fort-friday
• Minute to Win It http://www.nbc.com/minute-to-win-it/how-to/
• Hunger Games http://pinterest.com/mamadsen/library-ideas-hunger-games/
• Anything involving Mod Podge http://modpodgerocksblog.com/
• Upcycling http://pinterest.com/hipcycle/random-upcycling-ideas/
• Paint Chip Mosaics http://freshartists.org/blog/2010/05/01/fresh-artists-sign-studio-launches-with-first-client/
• Introduction to Bridge
• Scrabble Tournament
• Antiques Roadshow
• Terrarium Building http://pinterest.com/search/pins/?q=terrarium
• Parkland Regional Library has put together this great Programming Guide (lots of program ideas and tip s http://www.prl.ab.ca/files/Library_Programming_Guide_0.pdf
• LibSuccess Wiki http://www.libsuccess.org/Programs_for_Adults
• And even more ideas from Pinterest http://pinterest.com/mammabird12/adult-library-program-ideas/

As I said above, this is not an exhaustive list by any means, but I did think these were some cool ideas that might bring a few new people in to the library. 

What Would Walt Do?

On Wednesday, December 12, most Chinook Arch staff attended a webinar called What Would Walt Do?: Quality CustomerService for Libraries. The presenters – Crystal Schimpf, Program Manager at the Community Technology Network, Elena Rosenfeld, Associate Director of Public Service at High Plains Library District, and Suzanne McGowan, Branch Manager at Anythink Wright Farms – had all attended the Disney Quality Service pre-conference workshop at ALA’s Annual Conference in Anaheim, California this past year and were excited to be able to share with us some of the things they had learned about Disney’s innovative customer service model.

Personal Expression: Using a story about a Dixeland band she watched in Disneyland's New Orlean’s Square, Crystal demonstrated how each employee is allowed to infuse their work with their own personal purpose. By allowing staff the freedom to express themselves, she argued that libraries can bring a higher quality of customer services and new experiences to their patrons.

Everyone is Responsible: Crystal explained how all Disneyland cast members (staff) are responsible for picking up trash, even the CEO. The park provides the infrastructure to enable this shared responsibility by placing trashcans close together. You should never have to walk more than 20 steps to a garbage can in the park. We were urged to consider how in libraries undesirable jobs can often be assigned to certain levels of staff and what we could do to create more equal levels of responsibility.

Priorities, Operating Principles, and Decisions Making Tools: Like Disney, a library should set up their employees to succeed. Elena revealed that Disney has four priorities to help guide their cast members. These priorities are Safety, Courtesy, Show, and Efficiency and they are ranked in this order. Safety is paramount because you want customers to be physically able to return and Show comes before Efficiency because people visit Disneyland to experience the stories and the magic.

After attending the workshop, Elena and her co-workers were looking at the Operating Priorities of High Plains Library District, which are internal measures of success. They decided that in order to help staff interacting with library patrons they would translate these priorities into Decision Making Tools. While not official yet, their preliminary tools are: 1.) Safety  2.) People Leave on a Good  Note  3.) Minimize Handoffs.

Obvious Questions: Susan talked about how Disney collects the most commonly asked questions and then prepares all levels of staff to answer what people are really asking when they make these inquiries. Having just asked one of these questions a few days earlier – When is the 7 pm light show? – Susan experienced firsthand how a cast member in charge of picking up garbage was able to direct her and her daughter to a perfect spot to watch from. If they do not already, libraries should gather the most asked questions and inform all staff about the best way to answer them.

Authenticity: At Disneyland cast members are not scripted but given very simple tools to infuse their interactions with authenticity. Susan described her own experience of watching her daughter receive a handshake from a man dressed as Russell from the movie “Up.” Susan was humbled and awed by how the costumed cast member focused on her daughter while shaking her hand, genuinely congratulating her as if she had really earned her Wilderness Explorer badges.

Magic Moments: With the right tools to give all staff the same purpose and goals, magic moments can be achieved. To show how this can happen, Susan described a moment that she had at Ariel’s Grotto. In the busy diner full of cast members, wait staff, and customers, Cinderella had approached their table, smiled, and whispered “Happy Birthday!” to Susan’s ecstatic daughter in a way that was both touching and special. Susan explained that this cast member went the extra mile to provide this magical moment and make them eager to return.

Simplicity: Susan expected that a Fortune 500 company would have a complex customer service toolkit for their staff to follow. Not so! Every Disneyland cast member has the same toolkit, which is small enough to fit on a single laminated business card. All levels of staff follow the toolkit and allows all cast members to feel empowered in their roles. As the toolkit is only given out to graduates of the Disney Institute and cast members, Susan was not able to find one by searching online.

In closing Susan said, “If you can start with a smile and end with a “Thank you!” and build a service model that has input from staff and purpose for staff, then you too will have Disney quality service!”

The Conference Argument

With the Southern Alberta Library Conference (SALC) just around the corner, I thought it would be a good time to talk about conferences and why they are so important. As a library staff person you might find yourself in the position of having to convince your supervisor or Board to spend the money to send you to a conference or two. As Board Members, you may have to convince fellow trustees of the importance of attending conferences. The tips below will help you be more persuasive.

Be sure to explain the benefits of attending conferences:

• Learning new ideas, techniques and strategies to bring back to your library and community. These can result in new and innovative services, unique ways of reaching patrons new and old, and even cost and time savings.
• Networking and relationship building opportunities:
• You will meet library colleagues (staff and trustees) from around the province, country or even world! These colleagues can be an important support network for asking for advice, finding new ways to solve old problems and building partnerships. 
• You will meet vendors, which will allow you to learn about new products and services for your library. It will also allow you to comparison shop and find ways to maximize your budget, more quickly and easily than you could from your office.
• You may even have the chance to speak with funders and decision-makers - a great opportunity to advocate for the library.
• Conferences are a great way to re-energize yourself. There are so many ideas flowing at conferences that there will likely be at least one thing (if not many more) that gets you excited. It will renew your passion for your job and get you excited to try something new. The energy and passion for libraries at conferences is infectious and inspirational.

When asking for the support of your Board (or fellow Board members) to attend a conference, be prepared:

• Gather all the information you will need about costs.  What costs are you asking them to cover? There is the registration fee, the cost of a hotel room, and the cost of travel. Of course, costs might also include having someone cover for you at the library, and meals (this cost is covered in the registration fees of some conferences - including SALC). Ensure that you register early if possible, as usually there are cost savings for doing so. You may also want to consider membership in the organization running the conference, as this sometimes saves money as well.
• Look at the program, and plan your sessions and other conference events. This will help you explain what sorts of things you hope to learn, and what people you hope to meet at the conference.
• Put together a plan - how will your duties at the library be covered while you're away? How long will you be gone (i.e. do you need a day or two for travel?). How will you be contacted, if needed, while at the conference?
• Also, let them know how you will use the information you learn at the conference. Will you share it with them? With other staff? How will you implement new ideas upon your return?

Having this information ready will show that you are serious about using this opportunity for professional development and that the library will get a return upon it's investment.

If you haven't already got approval for attending SALC, do it soon! Early bird registration ends on January 11. This conference is extremely affordable and offers lots of networking opportunities.  Register at: http://chinookarchregionallibrarysystem.memberlodge.com/

(Source: "Ask Gayle", Rural Library Services Newsletter, Vol 23, Issue 4, July/Aug 2012)

An E-Book Buyer's Guide to Privacy

In considering purchasing an ebook reader, another consideration you might want to make is whether you are choosing a device that has the potential to compromise your (or the receiver's) privacy. More and more, our buying habits and activities are being tracked technologically, so it is wise to be aware of the information you are handing out to companies.

Luckily, the Electronic Frontier Foundation (EFF) - whose tag line is "Defending Your Rights in the Digital World" - publishes an annual guide for e-book buyers on privacy.  They produce an easy to read chart that identifies the following characteristics for the most popular ereaders:

• Can they keep track of searches for books?
• Can they monitor what you're reading and how you're reading it after purchase and link that information back to you? Can they do that when the e-book is obtained elsewhere?
• What compatibility does the device have with books not purchased from an associated eBook store?
• Do they keep a record of book purchases? Can they track book purchases or acquisitions made from other sources?
• With whom can they share the information collected in non-aggregated form?
• Do they have mechanisms for customers to access, correct, or delete the information?
• Can they share information outside the company without the customer's consent?

Not all of the answers are clear - sometimes it's just not known what information they might be collecting, but at least you will be aware of the possibilities.  Looking at this guide might scare one off from even buying eReaders, but again, at least being aware of what information you might be providing is the key - knowledge is power.

EFF explains that the stacked license agreements and privacy policies for the devices, software platforms and e-books stores you access just to read one ebook can mean reading thousands of words of legalese before you can even get into the book.  This chart makes it easy to find out what you are agreeing to (even if you already own an ereader - check this out before you purchase your next ebook).

The E-Reader Privacy Chart, 2012 Edition can be found at: https://www.eff.org/pages/reader-privacy-chart-2012

What EReader Should I Buy for Christmas?

The above question is one that I have answered for countless patrons, library staff, and, most recently, my father-in-law. As eReaders still seem to be a hot item this holiday season, I have created this quick-and-dirty explanation of  how to best answer this question.

Would you prefer to read eBooks on an eReader or a Tablet?

Library eBooks are generally read on two different kinds of devices: eReaders and tablets. Quite simply, eReaders are like electronic books, while tablets are like tiny computers.

EReaders

The most popular eReaders in Canada are the Kobo (Glo, Mini, and Touch), the Sony Reader, and, if you are cross-border shopping, the NOOK (Simple Touch with GlowLight and Simple Touch). EReaders use a technology called e-Ink that more closely mimics print and makes it easier to look at the screen for longer period of time. It reduces the amount of glare from the screen. Overall, ereaders tend to be less costly, lighter, and have better battery life – up to 2 months. If you mostly want to read books, have vision problems, or find it hard to hold heavy books for long period so time, an eReader might be right for you!

Tablets

The hottest tablets in Canada right now are IPad, the Samsung Galaxy Tablet, and the Acer. The new Microsoft Surface was also released in October 2012 and supports OverDrive eBooks. It is included on Tablets are multi-purpose devices that let you browse the Internet, play games, view videos, and more. As such, they tend to have shorter battery lives, some as low as 8 hours. Also, tablets are much heavier and more expensive devices than eReaders, starting at $200. If you are looking for a device that does a lot more than read eBooks and are not deterred by the cost, screen, or weight, you might prefer a tablet! For more brand new tablets that work with OverDrive, check out their Holiday Gadget Guide: Hottest Devices for Library eBooks.

What about the Kindle?

If you haven’t yet heard, the Kindle does not work with Canadian library eBooks. This is due to restrictions placed by Amazon on the device. There are two exceptions though. You can get the Freading eBooks app on the Kindle Fire and OverDrive audiobooks will play on the Kindle Fire HD using OverDrive Media Console. If you are wondering what other eReading devices work with Canadian library eBooks, you can find a list compatible and incompatible devices on OverDrive’s website.

Is there anything else I should consider?

A personal eReading device is a very individual choice. Make sure you do your research and seriously consider what the person you are buying for might wish to do. Check out blogs, question service staff, and quiz out friends or acquaintances about any devices they own. At one of my eReader sessions, one patron told me that for Christmas last year, her spouse purchased two devices for her, let her choose which one she like best, and then returned the other one.

For more information, check out the "Thinking of getting an eReader?" section at bottom of your Downloadable EBooks page, on your library’s website under Digital Content or contact me at Chinook Arch. Happy shopping!

Holiday Gift Ideas from the Library

December is such a busy month - parties, family dinners, gift wrapping and the dreaded lines to visit Santa. Who has time to visit the library?  Who has time to read?  Well, perhaps a visit to the library is the best thing to ease holiday stress.  Libraries have a number of resources to assist patrons in their holiday rush.

1. Help your patrons find the perfect gift using Consumer Reports.  Check out the 2012 Gift Guide or simply search for a specific item.  Using Consumer Reports can help your patrons make informed shopping decisions and stay on budget.

2. Do you have a patron who is still looking for ideas for that hard to buy for person?  Canadian Business has just the thing in their list of "18 Perfect Gifts."

3. I don't know about you, but I love getting books as gifts - cookbooks, novels, you name it, a book makes a great gift.  If you or your patrons need book ideas there are 970 lists in Bibliocommons that offer up the best books to give as gifts (at the time of writing).

For more gift ideas for book lovers, check out the Globe and Mail's Top 100 books list (I just wish it had cover art; yes, I do judge a book by its cover from time to time).

4. Know someone who wants to make a homemade gift for their co-workers or neighbors?  Check out these books or show them the joys of Pinterest.  Just search for "homemade gifts" or "edible gifts" - Pinterest is highly addictive; you've been warned!

I hope these links will get you on the "nice" list with your patrons this year.  Happy Holidays!