Library Revolution

(I love blogs that do multi-part series, so why not start right off with one of my own?)

Here’s an old chestnut that gets posted a lot by librarians – usually for a quick chuckle.

When I see this, though, I wonder if the clip isn’t closer to the mark on library service than we would often like to admit. How often do I talk with librarians and library staff who comment on the ridiculous (!) demands of those pesky patrons? (a lot!) They want this, they want that, can you believe the nerve? What do they think we’re here for… to serve them?? Don’t they know this is a library?

Consider it this way. Cookie Monster has obviously never been to the library before. He doesn’t know your rules or what the library has to offer him (most patrons or potential patrons don’t). His request for cookies isn’t all that outrageous – at least not to him. To CM, it’s a reasonable thing to ask. But Mr. Crankypants purple librarian about has a coronary over it. (Need I point out that in the first 30 seconds of the clip he has 1. tried to ignore cookie 2. yelled at him and 3. treated him condescendingly)

How hard would it be to make this potential new user happy? Maybe you don’t have any cookies on hand now, but what about thinking about adding a cookie element to your services? (I know I’d use that library!) What about exploring the idea that perhaps what the non-users in your target community are missing is cookie related? Would that make Cookie happy? Would it make his library experience worthwhile enough to come back and/or recommend the library to his other cookie loving friends?

I’m not suggesting we offer cookies to our patrons, although it would be a nice touch. But the next time someone comes in and asks for something you “don’t do,” why not consider it rather than dismissing it off hand? Ask ourselves why we don’t offer a service like that? What would it take? If there isn’t a legal or ethical reason for not doing it, why not at least consider finding a way to make it happen? Don’t just say no!

Think outside the box: Maybe a business partnership with the bakery down the street? We help them offer wireless internet access pointing to library services and send the cookie lovers down the street? The cross promotion might do wonders for both parties while helping the patron get the service they wanted.

This entry was posted on Thursday, April 5th, 2007 at 5:25 am and is filed under Library Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.