Patron Interactions that Make Me Long for the End of the Day

Patron 1: This webpage won’t let me go any further.

Me: It says you need to choose one of the four listed options.

Patron 1: Well I don’t want to. Make it go to the next page.

Me: It won’t go to the next page until you choose one.

Patron 1: I don’t want to.

Patron 2: I’m looking for this film.  I don’t want to buy it because it costs $200 .  I saw it at a festival and thought it was really good.  I want to make my friends watch it, but that’s difficult.  So I’m trying to find someplace that will show it as some sort of event and then I can bring my friends.  Would you be interested?

Me: In creating a program to show an expensive film that neither you nor the Library owns so that you can make your friends watch it without them feeling coerced?

Patron 3: Do you have the movie Primeval?

Me: Yes we do.

Patron 3: What is it about?

Me: A huge crocodile.

Patron 3: No that’s not the right one. I want Primeval.

Argh.

Sometimes Senior and Adult Gaming Collide, In A Good Way

It is somewhat nerve-wracking to start a new library program.  Buy-in is so important for the success of the program, and I just never know what to expect.  Will administration and other managers approve?  Will there be an audience?  Just how heavy is the equipment for “Rockband?”  There is no way to predict such things.  Okay, maybe I could go lift a “Rockband” box at Best Buy and estimate the weight, but that’s not really my point.  When I proposed the adult gaming idea, my manager was not entirely enthused but saw it as a way to pacify the angry post-teens who were suddenly without a library program outlet.  Members of the administrative staff were quite excited that I was trying it.  Other managers were mostly curious to see how it would go.  I tried to remain positive and jumped right in.

As I mentioned in a previous post, my first adult game night kicked off with three people.  My first senior Wii program started out with the same number of attendees.  One lady was thinking about getting her husband a Wii and saw this as a way to demo it.  A male attendee was hesitant to play, insisting he would just observe.  By the end of the session, he didn’t want to let go of his Wiimote.  The third attendee was very interested in the coffee and doughnut holes, and it was only after she had consumed several that she mentioned she was diabetic.  This made me slightly nervous the rest of the program.

Last night was the second meeting for adult gaming.  I had four attendees this time, and even though the turnout wasn’t huge it was an intergenerational group.  Which seems to be an exciting concept in the library world right now.  The two younger guys had attended my first program and are very excited about it.  The older lady that came and brought her husband had been to the senior program.  She was the one who wanted to get her husband a console.  She brought him so that he could try out the system too.  They were really good sports about trying the various games, and my two younger attendees did a really great job of helping and encouraging them learn to play.  I’m not sure if they will attend after his birthday, but it was a fun evening.

Overall, those that come seem to enjoy the programs.  I really think that it is an excellent solution to the problems we were having with disgruntled 19 year olds who were being kicked out of the teen programs.  It has also proven to be a program that can have intergenerational participation.  I only hope that attendance improves so that I’m not forced to discontinue my efforts.  I think my next step will be to try to get flyers out in the community to further promote these programs.

First Night of Adult Gaming @ My Library

Last night was the first of eight scheduled adult gaming programs at my library.  I prepared by hooking the Playstation 2 up to the projector and plugging in the two guitars for Guitar Hero.  I put out some snacks, turned on the speakers and hoped for the best.  Being the first night, “best” in my mind was simply that somebody would show up.  Sure enough, at six o’clock sharp my first enthusiastic attendee entered the meeting room.  In advertising the program I had invited the public to come and play our games or to bring their own.  I thought at most people would show up with game discs and hope we had the corresponding gaming platform.  I’ll admit I was concerned that we wouldn’t.  This first patron went above and beyond (and negated my concerns) by bringing his own Nintendo Wii.

I was more than happy to help him set up his equipment.  He was thrilled that we were offering an adult gaming night.  He was one of our previous Teen Game Night attendees that was less than happy when told that he had aged out of that particular program.  He viewed Adult Game Night as a personal victory, and really felt that the Library was responding to his wants and needs.

I had a Library Aide come and assist me, as at this point I was beginning to wonder if anyone else would be in attendence.  After two rounds of Guitar Hero (which made me feel better about dragging the equipment in from the Main Branch) and a complicated “Circuit” match in Mario and Sonic at the Olympic Games, two more guys showed up to play.  They proceeded to play several other Wii games and eat all of my snacks.

They discussed where they could take some of my flyers to try and inspire more participation.  They also were interested in what games I would allow them to bring.  We have rules about what games are appropriate for Teen Game Night, but with Adult Game Night I’m in unchartered territory.  I decided that since everyone was over 18, we didn’t really need to go by game ratings but would instead operate under general consensus with me having the right to veto.  Basically, as long as nobody objects any game may be played.  I can’t think of any games that I would outright veto, but felt that I should reserve the right to do so.

Overall, I would like to think of this first Game Night as a success.  While there wasn’t a huge crowd, there were three people there besides my Aide and myself.  Perhaps even more importantly, they were all concerned with recruiting more people to attend.  Maybe I’ll raise my standards for “best” and hope for at least five attendees next month.

Can Good Customer Service Be Unequivocally Fair?

It’s easy, in theory, to delineate between services provided and those things that we don’t really do.  Of course I’ll help you find a book.  You need an article?  No problem!  You are working on a research paper and don’t know where to begin?  Let me see what books we might have and show you how to use our many databases!  Reference questions are my specialty; I love the challenge!  Want to know how many dollar bills there are in a pound of bills?  How about the fate of particular ships following a war?*  I can help you!

However, I will be unable to help you if you seek medical, legal or financial advice.  I wouldn’t begin to know why your side hurts right there.  No, I will not do your taxes for you.  I couldn’t say what forms you would need to file to become legally divorced.

I am finding that these black and white areas of service are not so clear cut when it comes to what we can and cannot help patrons with on the computers.  Sure I can show you how to make a reservation and log on to the Internet.  Yes, I will show you how to set up a free email account.  I will help you with basic problems you might encounter on Microsoft Office programs while working on a project.  Our Library even offers one-on-one sessions on basic computer/Internet use if you call ahead to arrange an appointment.

I will not, under any circumstance type a paper/resume/letter for you.  I will show you books that might help you.  I will not access your credit report or help you with your online banking.  I will not keep your passwords on file so that I can supply them to you when you forget.  I will not remember your email login and password just because I helped you set up that account two weeks ago.

However, what is our stance on helping the terribly computer illiterate when some agency told them that they need to fill out a form online even though they have no idea where to begin?  Normally I would not hover over a patron for an extended amount of time walking them through every box on an online form, but what if that truly is the help they need?  No, I would not normally check a patron’s email for them, but that is exactly what I find myself doing for the older man who is going blind and can no longer see the computer screen.

It seems that the line between those computer services provided and those not offered is not even fine but continually shifting.  Is offering assistance based solely on the user’s abilities and know-how a fair practice?  Or should fair not really be a consideration when offering customer service?  Maybe adapting service to the needs of the patron really is offering the best service of all.

*All examples used in this post are actual reference questions, I can’t make this stuff up.

Children’s Room or Pet Day Care?

We, unsurprisingly, do not allow patrons to bring any type of pet into the library.  Several times in the past few years I’ve had to tell people to please take their dogs outside.  Fairly routine.  Always dogs or puppies.  Today I am summoned out front by the Children’s Librarian.  In the children’s room on the table next to our guinea pig cage is another cage.  A cage that does not belong to us.  Apparently somebody thought their parakeet should have a play date with our guinea pig.

I never cease to be amazed.

As I’m looking up an album for a patron, he looks at my name badge.

Patron: That’s a nice name.

Me: Um, thanks.

Patron: It sounds like a singer’s name. Do you sing.

Me: No.

Patron: Not even in the shower?!

Me: ????

Patron: Maybe that’s more of a guy thing…

Random Act of Kindness

Today a delivery driver for Edible Arrangements dropped off a lovely, fruit-filled item that looked something like this without the reusable basket.  He explained that they had an extra arrangement for the day and had to do something with it.  He thought we might enjoy it.  And we did indeed.

Yes, my calendar answers when I call.

I am trying to line up some interviews for prospective library aides. After explaining what dates and times I have available for interviews the candidate responds.

Potential Library Aide: Let me just go and check my calendar. (Puts phone down slightly muffling following noise.) DAAAAD!!!

Adult Gaming in the Library, Preview

I have finalized plans and begun marketing for two new programs this fall. Our branch will be offering gaming for adults. Once a month we will hold a morning Wii gaming session for seniors. Monthly, evening sessions will be held for anyone aged eighteen or older, and will include Playstation 2, GameCube, and Wii gaming.

This originated as a possible solution for disgruntled eighteen year olds who found themselves no longer eligible for the teen game night. Having encouraged their participation in this program and then seeing this evolve into participation in other events and regular library use, it seemed a shame to suddenly offer them nothing to hold their interest. At that late teen/early twenty age who really wants to come to financial planning seminars or hear lectures about the history of Frigidaire? I myself would even be somewhat leary of joining an early morning book discussion group consisting of a handful of women all old enough to be my grandmother. Thus, I proposed the idea of an adult game night.

Once I began work on this program, I discovered that the library system had recently purchased Wii’s. I had heard a lot about other library systems, nursing homes, and physical therapists using Wii’s to keep seniors active. I felt that while I was taking on one gaming program, I might as well try two.

My adult gaming experiences will begin next month. I’ll keep you posted as to how things go.

Question of the Day

Disgruntled Library Patron: Can’t you do anything about these idiots that come in to use the computers?!

Ah, the question we ask ourselves daily….  Also, my poker face could earn me so much money if only I knew how to play poker…