The use of technology in libraries fascinates me. You might have noticed this since I already blogged about cloud computing and virtualization — two technologies that will play a huge role in libraries in the upcoming years.
Today I want to talk about something a little different … something that’s happening in libraries right now.
The Apple store as a model for libraries?
The other day I was at the Apple store checking out Logic Studio (my boyfriend is a musician and his birthday is coming up). What I noticed, and I don’t know how I didn’t notice this before, is that Apple employees are not tied to the register or a customer service desk. They all have computers that they use wherever they are at the moment.
They don’t wait for customers to come to them for help — they come to the customers and help out on the spot.
What a novel idea — I thought! This would be so cool in the library!
A reference librarian wouldn’t have to be tied to the reference desk, she could go and help patrons wherever they are!
Who needs a desk anyway?
Apparently I wasn’t the first person to get a clue from the Apple store. The mobile reference desk is already being used in libraries across the country (can you believe it? how cool is this!) and as you might have guessed, librarians are already blogging about it.
Frederic County in Maryland has piloted a mobile reference service at one of their public libraries. And Melissa blogged about her experiences with the pilot in August last year. Here’s a shot quote from her post describing mobile reference and the pilot:
“Mobile reference is envisioned as a way to get librarians out in the library itself, rather than stationing them at a desk. In my library’s pilot project, seven librarians, myself included, spend three one-hour shifts a week performing mobile reference. We use ultra light mobile PCs and wireless communication badges to access library resources, ask other staff for assistance, and answer questions for patrons.”
An interesting thing that Melissa points out is that the new service has changed patrons’ attitude towards librarians. She says that patrons are now more likely to talk to librarians who are out on the floor “regardless of whether they’re assigned to the desk or to mobile reference at that time.”
Another advantage that the mobile reference has provided is the ability to help patrons who otherwise would never come to the reference desk or ask for help.
Melissa also notes that being involved in mobile reference has helped her be more aware of what’s going on in the library.
Helping patrons and librarians
It sounds to me like the mobile reference idea is a good thing for everyone involved.
Patrons benefit from librarians being available anywhere in the library, away from the reference desk, in places where they’re actually needed.
Librarians are able to utilize more of their skills and expertise, help more patrons, and feel more connected to what’s happening in the library.
I also believe that by being able to stay mobile librarians will have more opportunities to help patrons with real needs, instead of pointing out directions and fixing paper jams. I’ve never worked at a reference desk so I can’t be sure, but I do think that mobile reference will allow for more efficient service.
To be continued …
I contacted Melissa with questions about her experiences with the mobile reference pilot to find out how things were coming along and what her library has learned after utilizing the service for some time now. Here are a few questions that I asked:
- Do you think that a mobile reference desk is more efficient than the traditional reference desk? Has it improved your service to patrons?
- What are some of the pros and cons that you’ve found with using the mobile reference desk?
- What do other librarians at your organization think about this new reference model after trying it out?
I’m still awaiting her response, but I will make sure to update this post when I do hear from her.
Stay tuned!
4 responses to “Effective Use of Technology in the Library — the Mobile Reference Desk”
The Apple store fascinates me not only because I am an Apple fan but because of what i see happening there. It’s a place that people gather to play with products, surf the net, check email, learn, ask questions, etc… Hmmmmm
Thanks for the information about the pilot project. I think the mobile reference desk is a great idea and would be helpful in establishing relationships with users. When I started working in libraries I noticed that when staff members were out on the floor, users would always ask more questions that when they were behind the desk.
Thanks for the comment Lynda! I agree, more libraries should try out the mobile reference desk.
Great topic, Kasia–I absolutely believe in the mobile desk concept. This reminded me, when I was just starting college, I worked at Nordstrom. One element of their highly praised customer service model is only standing behind the desk when ringing a sale. Some people are always a little intimidated to approach a desk, no matter how friendly a face appears. I think this would also help to eradicate some of those stubborn librarian stereotypes!