Tag: service

Prohibitive Library Signs

In the library world, few issues are more divisive than the use of prohibitive signs.

On the one hand, there are those librarians who see prohibitive signs in libraries as a very bad thing. This post by Michael Stephens is a good example:

Ten Signs I Hope I Never See in Libraries Again (posted on Tame the Web on July 7, 2006)

And of course, there are the obligatory “Passive Aggressive Library Signs” boards on Pinterest:

On the other side of this debate, librarians point out the necessity of having rules—we need to maintain a safe and clean environment for all our patrons and for the maintenance of our collections.

I agree that rules are necessary—but I don’t believe that explicitly prohibitive signs are a useful or healthy way to communicate those rules to our patrons.

Even worse, such unilateral prohibitions punish patrons who don’t deserve it.

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A Third Way for Net Neutrality?

Given what’s at stake in the current debate over net neutrality, it’s easy to approach the issue as either/or. The idea that there might be a third way to address the issue, one that’s less polarized and more plausible, is something to be seriously considered by parties on both sides.

AT&T’s fascinating third-way proposal on net neutrality by Brian Fung (posted by The Washington Post on September 15, 2014)

I like that this creates a case for compromise. It worries me, though, that no one seems able to envision how this would actually work. I’m very interested to see how this proposal develops or if other people present alternative “third-way” options.

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Thoughts On Automated Recommendation Services for Libraries

Librarians talk off and on about the need for us to offer Netflix / Amazon-style automated recommendations for our patrons. It seems almost self-evident that this is something patrons have come to expect. But there’s a self-evident question about this that we must ask:

Have patrons actually told us that they want this type of service from a library?

Or do we just assume that they want this?

A library doesn’t fulfill the same role in people’s lives that Netflix does, or that Amazon does. Our patrons don’t necessarily expect the same service models from us. We may be holding ourselves accountable to a false comparison here. This is a prime example of the need for us to base decisions on verifiable user data.
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The Death of the Library

I know that many librarians (myself included) and library-lovers have been saying this ad nauseam. We’ve been saying this long before Amazon’s Kindle Unlimited service unleashed the current flood of op-ed pieces. But this is important and it needs to be said:

Libraries are, have always been, and will always be much more than just collections of books.

What the ‘death of the library’ means for the future of books by S.E. Smith (posted on The Daily Dot on July 30, 2014)

Stop Calling It a “Bookless” Library

In his critique of the new “bookless” library in Texas, Adam Feldman states the essential value of libraries and librarians better than I’ve ever been able to:

This Librarian Is Not Impressed With Your Digital, No-Books Library (posted on Next City on August 8, 2014)

I’ve been following the development and launch of the BiblioTech Digital Library from the beginning. I have my own issues with it but there’s one thing in particular that bothers me:

Why do we keep calling it a “bookless” library?

This bothers me all the more because, as best I can tell, the people who created the BiblioTech library are the ones who first decided to call it that.

Let me make this as clear as I can:

Ebooks are books.

They’re legit. They’re not “less than” or ersatz or denigrated versions of books. Ebook collections at libraries aren’t “bookless” just because they’re digital.

It does libraries a disservice to devalue ebooks this way. Our patrons want ebooks and we devote significant time and effort to try and supply them. When we talk about ebooks as though they’re intrinsically second-class items, it demeans the wants & needs of our patrons, and it demeans our efforts & our work on this front.

If ebooks aren’t real books, then how do we justify the expense of maintaining e-collections?

We must get away from calling this thing a “bookless” library.

Amazon Unlimited

Last week, Amazon launched their new Kindle Unlimited service—$10 a month for unlimited ebook & e-audiobook loans direct through Amazon.

American Libraries Magazine wrote a reaction piece about it:

  • Amazon Unlimited by James LaRue (posted on American Libraries on July 18, 2014)

And Forbes posted this deliberately provocative op-ed piece:

A Google search turns up many more blogs and opinion pieces from librarians reacting to this. As one might expect, the Forbes post generated a tremendous hue-and-cry.
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Google’s New Material Design Philosophy

Recently, a coworker—knowing my fascination with UX and design philosophy—sent me a link to the following article:

Material world: how Google discovered what software is made of by Dieter Bohn (posted on The Verge on June 27, 2014)

Subtitled, “The next era of Google design is about software as substance,” it presents an intriguing take on where Google is heading in terms of their overarching design philosophy.

I love knowing that they’re thinking in terms of designing for how the human brain actually works—we need to be able to create mental models of our environment in order to fully function within it. That’s a psychological and neurological truth that’s been sorely neglected in the history of computer technology to date.

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The Value & Purpose of Public Libraries

Frank Nero presents one of the best arguments in favor of public library investment I’ve read:

My view by Frank Nero: Libraries are a crucial investment in children, education, community by Frank Nero (posted on the Miami Herald on June 29, 2014)

In addition to the compelling numbers associated with the economic impact of libraries in a community, he offers powerful statements about the value and purpose of libraries.

On education and early literacy:

[E]arly exposure to books and reading is a critical determinant in a child’s academic success, and the independent research skills that libraries foster are both an essential ingredient in academic success and lifelong learning.

Public libraries have always been the gateway to education for preschool children and have always played a major role in supporting formal education.

And this perfectly sums up an argument that I frequently make about the role of libraries in the Digital Age:

The physical space that libraries have is a real asset that shouldn’t be ignored during this era of transition to all things digital. Libraries are community centers where people come and access the resources they need to do whatever they need to do. That may be for schoolwork, it may be to apply for a job or unemployment benefits, or it may be to run a business. Libraries can be the span to help bridge the digital divide.

The success of libraries in the future may have a lot to do with how flexible they can be in adapting to the needs of the community, but even so, the core mission of libraries remains the same. Its traditional role has always been as a community resource for information and referral – it’s just that technology is changing how it does that. We must recognize that libraries are not just a collection of books, but a collection of experiences and opportunities.

I’d like to see Mr. Nero’s op-ed piece shared as widely as possible.

The Real Challenge of the Digital Divide

This article raises an essential point about efforts to overcome the Digital Divide:

Technology Is Making Achievement Gaps Bigger by Annie Murphy Paul (posted on The Brilliant Blog on June 25, 2014)

The real issue we face when we address the Digital Divide isn’t access to technology.

The real issue is digital literacy.

Our most important task isn’t merely to provide access to technology. We also have to teach people how to use it effectively and safely. People who don’t have the opportunity to use technology on a regular basis also don’t have an opportunity to develop effective digital skills. To quote the article above:

Not only are affluent kids more likely to know how to Google; they’re more likely to know what to Google for.

More than that—digital literacy is about teaching people why technology matters, how it can help to make their lives better. People who have gotten along without technology so far may not always recognize why access to it matters now.

It does no good to hand technology to someone who has no idea how to use it. Any attempt to overcome the Digital Divide must go hand-in-hand with digital literacy education and development.

Everything to Everyone, or: Why Library Websites Are So Complicated

“Everything to everyone is a very confusing mixed message.”

This is one of the last lines in this post from UX Magazine:

Five Customer Experience Lessons Coffee Taught Me by Tyler Wells (posted on May 5, 2014)

As a digital librarian, my library’s website is the entrance point for the Digital Branch. So it’s no surprise that I spend a lot of time thinking about library websites and following discussions about the subject. Sometimes, I even write about it.

A couple of years ago, I noticed a lot of people comparing library websites to Amazon.com. Amazon has far more stuff in their catalog than any library system (probably—I don’t actually have any numbers to back up this statement) and yet they manage to maintain a site that’s much more user friendly and highly functional than most library websites; their information architecture, their UX design, and the ways they leverage their product metadata puts most library websites to shame.

Why can’t library websites be more like Amazon?
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