I work in the Toronto Public Library system - whose circulation is second in the world (according to 2006 statistics), behind Japan I believe.
Circulation is largely important in the public library system; it is linked to everything from - among others - demographics, book collection/selection (for example, which languages are more prevalent), and finally, the amount of staff allotted per branch (both permanent and part-time). But I wonder - besides books, what else makes a library a library?
I consider the TPL system to be a dinosaur - an immovable feat in a fast-paced technologically advanced world. Mainly, I base this on the fact that there is a huge emphasis on the customer service aspect of books; display the books prominently so library patrons will take them out. Be polite and considerate to the patron, so that he or she will return again. And lastly, collect and check-in books in a timely manner to ensure that it goes out to the next eager patron. But really, is that all a library is? An institution that collects and lends books?
I believe that libraries are a means of accumulating and sharing information, be it through the written word, or other means of communication. There is a library in Denmark that is challenging the norm with innovative technologies and forward thinkers. Wouldn't it be cool if this was the norm in Toronto?? I've attached the link below to a video of the library:
5 comments:
Interesting how you complain of the rigorous customer service of TPL and how it is a bad thing because it is centered around books. When it comes down to it, whether it's around books or anything else, the customer service aspect of libraries is important and shouldn't disappear. I think a library should be about a lot more than books and that it currently is. There are many and various types of library related listservs, websites, e-books etc. Perhaps the popularity of these simply haven't caught on and that is why it's easier to come up with more 'book examples.' Plus, I don't think my library would be the same if it didn't have books! And what's so wrong with books anyway? Perhaps the ideal would be to have a perfect mix of traditional books and more modern ways of communicating. Maybe it is our job as future librarians to make this happen.
Hi Jen,
I'd like to hear more about the is a library in Denmark - how exactly are they challenging the norm?
Certainly it is an important duty of libraries to keep up to date with technology. For example, it would be great if all of our readings could be accessed via the Inforum's website. If there is enough pressure this will eventually have to happen - publishers will charge libraries to carry their textbook articles and it will become part of our tuition.
However, I agree with Alessya that the public service aspect of librarianship is crucial. If libraries are "high tech" but the public doesn't know how to use this technology then we are not satisfying their needs.
Some libraries have begun PR campaigns to combat the stereotype that libraries are book-focused and old-fashioned are underway - but it will take time and innovation on our part to ensure that this stereotype (and, to some degree, reality) becomes a thing of the past.
Cheers,
Michele
I am not entirely sure that you both understood what the point of this post was about. Just to clarify - I am not saying that customer service is a piece in the library system that is arduous nor redundant. Rather, I am saying that the TPL system - and indeed public libraries in general - could be made much more effective if they played an active role in utilizing new and upcoming technologies and services.
Public libaries are portals for the exchange/dissemination of information and technology. Librarians are teachers. For example, TPL offers free workshops to curious, driven, or computer or technologically-challenged individuals learn everything from how to use a mouse, to advanced Internet research methods.
In saying that, if one were to peruse the TPL's main website (www.torontopubliclibrary.ca), you would be able to find online discussions, or real-time chat options with a reference librarian.
However - and this is crucual - finding these technologies on the website is not an easy task in an age where information-at-hand is the common expectation.
I know where to find this information on our webpage because I am a self-identified 'nutter,' and used to teach TPL's online resources to patrons, once upon a time (mind the pun). Do NOT get me started though on staff members who have worked in the system for years and do not even know what I am talking about!!
Jen, I tend to agree with you regarding the aging system. There are three things I'd like to see added into the public library system that would make it more current and generally a more useful. The first and most obvious is more online databases, e-journals, and electronic periodicals. There are more and more school assignments that are asking students to get resources from magazines and newspapers and currently it is difficult to search for a specific topic in these resources.
Second, I'd like to see the librarians offer more of a service to less educated or less technologically inclined people. It would be nice if there was a librarian in a library whose job was to search the internet (and online sources) for people who don't necessarily feel they can do that on their own. This can be taken one step further by making it an over-the-phone service where someone calls in for information and then can go pick it up printed out later in the day. I believe that libraries are under used due to the fact people believe the only service they provide is lending out books.
Finally, I'd like to see the library transformed into more of a meeting place for things like conferences, keynote speakers and community related events. You can get more people to the library if they are going there for other reasons than loaning books. As you say Jen, they are portals for information and this would satisfy that claim.
I don't know how big Denmark's library system is.... but implenting new technologies in a big corporate place like TPL takes alot of time. Plus at the same time IT has to ensure it meets certain criterias in the system. Plus, don't forget we're also dealing with the "cost containment" issue. Like Alessya said about e-books, that's something new TPL has tried. With the new ILS system "being" implemented, that's also another step we're adapting into newer technologies (web based applications). Plus we have alot of electronic journals that we have subscribed, some you have to be in the library to use due to licensing but at least it's there right?
In regards to being polite and considerate, I find nothing wrong with providing great customer service. I believe in doing so we are keeping our vision in providing free materials to the public.
Call me old fashion, but nothing beats an old fashion paperback book to read while I'm on the road vs reading an e-book on a laptop.... It's great going into a library and asking a library staff for a book recommendation. Personally, I love customer service and library items being returned in a timly fashion.
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