Tag: service

The Pain of Bad Reference Interactions

People love to ask the question, “Why go to the library when you can just Google everything?” In answer, we tend to fall back on some version of Neil Gaiman’s famous quote:

Google can bring you back 100,000 answers. A librarian can bring you back the right one.

We talk about the authority of librarians, our ability to sift through the vast oceans of data with a far better eye toward quality than any search engine can match. We talk about the personalization of the interaction—librarians can recognize not just the right answer, but the answer that’s right for you.

Often, people don’t know how to ask their question. Google is stuck with whatever you enter—if you ask your question the wrong way then you only get results that aren’t what you need, and you’re left to your own devices to try and figure out what went wrong. A librarian can figure out what you really meant and guide your search, to bring you information that’s actually useful in a much more intuitive and rewarding way.

I agree with all of the above. Librarians can serve people’s information needs in ways that Google, or any other online search engine, simply can’t.

Which is why it especially pains me every time I have a bad reference interaction.

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The Relevance of Libraries

On April 10, 2015, KCUR’s “Up to Date” program interviewed Prof. John Palfrey about the future of libraries in the Digital Age, the day after he gave a talk on the subject at the Kansas City Public Library. During the interview, KCUR tweeted a question meant to provoke discussion about the future of libraries:

Prof. Palfrey offers an optimistic and robust vision for the future of libraries, but even he frames the discussion in a way that implicitly fuels the fire for those who question their relevance.

I’ve spent a lot of time looking at the data and I have to say—I can’t understand how the relevance of libraries has come into question in the first place. It bothers me that we’ve allowed this question to define the discussion about their future. I can’t think of any other public or civic institution or service that can boast the kind of numbers that libraries do. I tweet-stormed some of the most powerful:

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The Role of Fiction in the Democratic Process

I talk a lot about the democratic mission of public libraries. I believe in it deeply.

However, if we believe that the core purpose of a library is to promote a well-informed democracy, it leads to an essential—and rather uncomfortable—question:

Why do we spend so much time and money maintaining popular entertainment collections if our duty is to provide materials that support our patrons’ involvement in our processes of governance?

What exactly does a library’s popular fiction collection have to do with promoting informed democratic elections? How does easy access to movies and TV shows serve to educate voters? *

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Good News – Gov. Nixon Agrees to Release Library Funds

Gov. Nixon’s office posted this press release this morning:

Following revenue increase, $43 million now available for priorities, Gov. Nixon announces (posted on April 3, 2015)

The now-available fund include $6 million of the funds he was withholding from libraries throughout the state.

Now to await the outcome of the Senate Appropriations Committee meeting for next year’s budget…

Restore Missouri Libraries

As some of you may know, funding for Missouri libraries is in crisis. Governor Nixon is withholding $6.6 million of the total amount of funding for libraries that was approved for the current fiscal year. The governor has proposed that this vastly reduced amount should be the total approved for next year.

Please visit Save Missouri Libraries for more information.

Please take to social media and your professional, social, and community networks to advocate for library funding.

The Missouri State Senate Appropriations Committee is meeting today to decide funding for the next fiscal year. This is the email I sent to each senator who sits on this committee:

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Public Libraries: STEM, Maker Spaces & the State of Modern Education

Please read this article. He makes an important point. The headline, as always, is composed to be divisive—his argument is more nuanced than the headline lets on.

Why America’s obsession with STEM education is dangerous by Fareed Zakaria (posted by The Washington Post on March 26, 2015)

Let me start with this: STEM education is important. Despite the headline, this article doesn’t try to argue that it isn’t important.

Looking back at the history of education in this country, it seems to me that we were at our best, our strongest and most successful, when we had a balance across three arenas of study: liberal arts + STEM + vocational training. We need all three, equally. Liberal arts, in particular, is what stood us apart from much of the rest of the world during the 20th century. We also had far-and-away the most robust and most affordable vocational training in the world during the middle section of the century.

Liberal arts tracks have been under attack for pretty much my entire life, and prior. Vocational training in this country has been utterly gutted over the past decades. STEM education is important but I also worry that we emphasize it at the expense of reestablishing this three-pillared balance.

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Serendipitous Discovery: A Critical Perspective

Given my passion for serendipitous discovery in libraries, I was delighted to read this paper by Patrick L. Carr:

Serendipity in the Stacks: Libraries, Information Architecture, and the Problems of Accidental Discovery (PDF)

It had never occurred to me to consider serendipitous discovery from this angle before. Serendipity can be construed as a failure of a user-centered information environment to properly meet the needs of a user. Perhaps serendipitous discovery isn’t a benefit so much as it’s a compensation mechanism for the failures of our search systems.

This suggests interesting avenues for inquiry and development. I think it’s a beneficial perspective. Serendipity isn’t all good and librarians should approach it strategically.

I’m particularly struck by this passage on page 18:

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When Protecting Creativity Stifles Creativity…

Our culture suffers. This is a problem.

Georgia Tech Research Finds Copyright Confusion has ‘Chilling Effects’ in Online Creative Publishing (posted by InfoDocket on December 15, 2014)

As libraries retool themselves into community hubs of content creation, patrons will need reliable information on copyright, Creative Commons, and other intellectual property rights structures.

Given the complexity and politicization of these rights in our society today, providing such guidance is a monumental task. But this study emphasizes that it would be an essential and useful service.

I’d love to see intellectual property rights librarians in every library!

Thoughts On Automated Recommendation Services for Libraries – A Correction

Re-reading my post from last month, Thoughts On Automated Recommendation Services for Libraries, I realize that I’m somewhat wrong about the role of locality in automated recommendation systems. Amazon and Netflix can (and I think they do) integrate user location data in their recommendation algorithm. They can skew results based on strong trends that appear among proximate user groups.

I’m also somewhat wrong about how recommendations work in BiblioCommons—ratings and reviews for individual titles are aggregated from multiple libraries, as well as user-created reading lists. Reviews from local library staff are prioritized over others, but I don’t know if local library user-created reading lists are prioritized. Regardless, these are individually curated pieces of content, these sections aren’t automated in the same way that Netflix is. This content is related to an individual item in the catalog and doesn’t generate lists of recommendations as one typically expects from Readers’ Advisory services.

The “Similar Titles” type of content in the sidebar in BiblioCommons is what I think of when I look for reading recommendations, and this content is also the most directly analogous to Netflix / Amazon. However, this content doesn’t get generated by BiblioCommons at all—these titles come from third party services like NoveList.

So locality can be a meaningful factor in automated recommendation systems—such systems are smart enough to recognize that local trends are important, even if they aren’t yet intelligent enough to know what local trends mean.

But libraries still don’t have enough data to make such algorithms work. We still rely on curation and the personal touch to create real value for our patrons.

Web Design Can’t Fix Digital Illiteracy

For some time now, I’ve argued that it should be possible to create digital interfaces that are intuitive enough for anyone to pick up and use successfully regardless of previous experience or knowledge.

As an ideal, I think this is a good one.

In practice, of course, it’s a lot more complicated.

I’ve had a couple of conversations recently that brought home to me an obvious fact about designing digital environments:

Usability isn’t just a matter of design. It’s also a matter of digital literacy. But here’s the thing—design can’t make up for a user’s lack of digital literacy.

By itself, web design is a tool insufficient for the job of teaching digital literacy. No matter how easy to use a website or interface may be, no matter how intuitively the information architecture is constructed, if a user has no experience with digital technology and doesn’t feel comfortable interacting with a digital environment, they won’t know what to do. They’re going to be lost.
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