Mary Chelton’s discussion on Reader Advisory Services in Chapter 14 of the Portable MLIS, was enlightening not simply in terms of how, but why. Once people get to know me, it isn’t long before they realize that I am a big proponent of customer service. Chapter one claimed that the mission of the modern library was “serving the common person,” and I can see no more fundamental way a library can serve that person than by facilitating and assisting with material selection. Chelton notes that librarians can be crippled by intimidation and false assumptions (2008, p. 161). I can understand being apprehensive when being asked advice on a subject that is not your specialty, but as the librarian’s goal is to serve, allowing a user to leave unsatisfied, or with anything short of the most relevant material equals poor service.
Assuming also leads to poor service, and reflects “an uninformed view of our users’ actual behavior” (Chelton, p. 163). Chapter 9 revealed the importance of building relationships as a librarian. In addition to the topics discussed in that chapter, spending time observing users and routinely dialoging with them makes librarians more informed overall and better able meet users needs because they understand both user needs and behavior.
Finally, I was fascinated to consider that the act of connecting users to books doesn’t need to occur through a conversation – in person, via phone or electronically. Thinking in web 2.0 terms, the possibilities for readers advisory is endless. From wiki lists and facebook groups, to specialized blogs and twitter, to informative podcasts and smart phone apps librarians can guide many users to relevant materials at the same time. Because I plan on working with digital libraries, this idea is liberating and exciting.
Assuming also leads to poor service, and reflects “an uninformed view of our users’ actual behavior” (Chelton, p. 163). Chapter 9 revealed the importance of building relationships as a librarian. In addition to the topics discussed in that chapter, spending time observing users and routinely dialoging with them makes librarians more informed overall and better able meet users needs because they understand both user needs and behavior.
Finally, I was fascinated to consider that the act of connecting users to books doesn’t need to occur through a conversation – in person, via phone or electronically. Thinking in web 2.0 terms, the possibilities for readers advisory is endless. From wiki lists and facebook groups, to specialized blogs and twitter, to informative podcasts and smart phone apps librarians can guide many users to relevant materials at the same time. Because I plan on working with digital libraries, this idea is liberating and exciting.
Chelton, M. K. (2008). Stepping back and looking forward: Reflections on the foundations of libraries and librarianship. In Ken Haycock & Brooke E. Sheldon (Eds.), The portable MLIS: Insights from the experts. Westport, Connecticut, Libraries Unlimited.
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