Difficult Library Patrons in Academe

Summary

Difficult patrons have been considered primarily from the perspective of the problem behaviours they present in libraries. Many have attempted to define the problem patron and to provide advice and develop guidelines for frontline public service staff. To understand the difficult patron in academic libraries we need to answer three questions-How well do we know our patrons? Do we unwittingly create difficult patrons through our failure to appreciate their needs? Do we regard patrons as difficult because the way they use libraries and conduct their information research does not match our idea of how it should be done? The answers to these questions suggest that we need to reconceptualize both our patrons and the services we provide. Library staff need to see difficult patrons not as problems but as challenges to the service ideas and standards we hold. A paradigm shift is necessary if we are to reconstruct our beliefs about our patrons, their information seeking behaviours, and the services we provide to meet their needs. Some strategies for developing the skills of library staff to work effectively with difficult patrons are presented.     

Promoting Library Visibility Through Creative Programing

Abstract

Digital libraries and their librarians face a challenge to remain visible to users since almost all their resources can be accessed without having to visit the library space. Libraries with a primarily electronic collection can promote their visibility through creative programing that draws people into the library space or provides opportunities for users to engage with librarians. A new, primarily digital academic health sciences library shares its experiences with developing creative user events and programs to promote the library’s visibility.     

Peeking at the Potty: Learning from Academic Library Bathrooms and Advocating Change

Abstract

The authors present the checklist which they created and used to examine twenty academic library bathrooms located in the New York City area. They focus on the most pressing themes they have observed: libraries without restrooms, bathrooms that are difficult to find, cleanliness and maintenance of restrooms, and ensuring library bathrooms address the needs of patrons with disabilities, and of transgender and gender non-conforming patrons. This work is a call to action. Readers are invited to adapt the checklist to their own institutional needs, and then consider the authors’ practical recommendations for improvements based on their findings.     

Engaging Families in Public Libraries

Public libraries today are undergoing significant transformations as well as interacting with patrons in new and different ways (Knight Foundation 2017). Part of this transformation is the way libraries are engaging entire families. Libraries are playing a stronger role than ever before in supporting families to promote children’s early literacy and reading skills (Celano and Neuman 2015; Nagle et al. 2016; Neuman and Celano 2010), stimulating adult learning (Boden and Tashijan 2015), creating initiatives to improve family health (Morgan et al. 2016), providing services to families with extreme challenges such as those experiencing poverty, homelessness, food insecurity, and incarceration (Holt and Holt 2010; Terille 2016), as well as becoming spaces for families, especially those who are recent immigrants, to build new relationships and social networks (Khoir et al. 2017; Vårheim 2014). Despite these efforts, few studies have specifically sought to understand the organizational dimensions that support family engagement within a library system and the potential that these efforts have in promoting children’s learning not only in the early years, but also into and throughout middle childhood and adolescence. Based on a yearlong study investigating the power of family engagement in public libraries, this article considers how libraries can begin to adopt a systemic approach to family engagement to further innovate the library space.     

Public Library Users: Perspectives of Socially Vulnerable Populations

Modern public libraries strive for inclusivity. Part of this effort involves enhancing staff capacity for engaging with socially vulnerable populations. This paper presents the outcomes of a study on library use by homeless adults, one of the most vulnerable of populations. The study employed a mix of methods. Part one was quantitative: a survey of library patrons. A second, qualitative phase involved focus groups – two of which were comprised of homeless patrons. Several areas of concern and need emerged, including physical space, safety, library services, and interactions with the library staff.     

Factors that influence the establishment of a network of medical libraries in the Philippines

This paper sought to identify the factors affecting the establishment of a network of medical libraries in the Philippines. This paper dealt with the following questions: What facilitates or hinders the establishment of a network of medical libraries in the Philippines? What are the advantages and disadvantages of having a network? Is it feasible to establish such a network? Who will manage the network? What are the network’s functions and services? What are the requirements to join this network? What are the governing policies and guidelines? The researcher sent survey questionnaires to heads of medical libraries who are members of the Medical and Health Librarians Association of the Philippines (MAHLAP) and/or the Association of Philippine Medical Colleges (APMC). After the initial survey, the researcher conducted focus group discussions (FGD) participated by the MAHLAP 2010 Board of Officers. The researcher also interviewed networking experts and heads of medical institutions to obtain their opinion and suggestions on network establishment. Frequency analysis was used to count preferences of librarians regarding the facilitating and hindering factors affecting the establishment of a network of medical libraries. The study revealed that the key factors affecting the establishment of a network include administrative support and budget to address hindrances such as networking costs and other requirements for joining a network. Attaining these key factors directs the readiness of medical librarians and libraries to establish a medical library network. The researcher recommends that potential member libraries sit down and further discuss the establishment of a network of medical libraries. MAHLAP should take the initiative to convene its members and present to them draft policies and guidelines. Once discussed, this can be submitted to APMC for the head’s of institution review and approval. Once the invitation for membership is approved, librarians can meet to finalize the guidelines.     

Providing health information to the general public: a survey of current practices in academic health sciences libraries

A questionnaire was mailed to 148 publicly and privately supported academic health sciences libraries affiliated with Association of American Medical Colleges (AAMC-accredited medical schools in the United States and Canada to determine level of access and services provided to the general public. For purposes of this study, "general public" was defined as nonaffiliated students or health care professionals, attorneys and other nonhealth-related professionals, patients from affiliated or other hospitals or clinics, and general consumers. One hundred five (71%) libraries responded. Results showed 98% of publicly supported libraries and 88% of privately supported libraries provided access to some or all of the general public. Publicly supported libraries saw greater numbers of public patrons, often provided more services, and were more likely to circulate materials from their collections than were privately supported libraries. A significant number of academic health sciences libraries housed a collection of consumer-oriented materials and many provided some level of document delivery service, usually for a fee. Most allowed the public to use some or all library computers. Results of this study indicated that academic health sciences libraries played a significant role in serving the information-seeking public and suggested a need to develop written policies or guidelines covering the services that will be provided to minimize the impact of this service on primary clientele.     

Serving Pro Se Patrons

Abstract

Historically, non-lawyer patrons in law libraries have been viewed with discomfort, and library services, even in libraries open to the public, have been geared toward members of the legal community. However, changes in both the needs of the public and in the demographics of library patrons are challenging the traditional allocation of services in public law libraries. This article discusses the reasons for the traditional allocation of services, the cultural and economic forces that are bringing the public to law libraries in greater numbers, and new modes of service that can better meet the needs of public patrons.     

Reference Desks in Public Libraries: What Happens and What To Know

With staffing and funding shortages and rapidly changing expectations from patrons, what is actually happening at the reference desk in today’s libraries? Understanding the needs today’s reference librarians face can be useful in developing ways to support those needs. Asking them to make some predictions on the future of public library reference work gives Library and Information Science (LIS) students, and libraries preparing for the future, a valuable look at the expertise provided by experience. This understanding will help make some realistic decisions about reference staffing and service needs and provide some guidance for those aspiring to careers in public library reference.     

Space and the Social Worth of Public Libraries

In spite of the growth of digital information and the resultant questioning by some of the value of public libraries, library usage data indicate there were 497,600,000 more visits to public libraries in 2013 than in 1993. Why do people still visit public libraries in the digital age? While many factors drive people to visit public libraries, one thing that public libraries offer that cannot be duplicated online is physical space. Over the decades, library space has been the glue holding the library universe together even as the specific activities that take inside libraries have evolved. While public libraries do an excellent job of promoting their important role in providing access to information, educational resources, technology, and a host of valuable services, they must also promote the value of public library space itself. This requires more than trotting out numbers; it requires telling compelling stories of how public library space is used and reminding the public that the kind of spaces public libraries provide are, in fact, a vanishing resource. The post-911 tightening of security in public buildings of all sorts—coupled with the increasing privatization of what were once public spaces—has left public libraries as perhaps the last remaining indoor public spaces where an individual can remain from opening until closing without needing any reason to be there and without having to spend any money. Public libraries should promote the uniqueness of their spaces in much the same way that National Parks promote the unique spaces they preserve and make available to the public.     

Cases of Censorship in Public Libraries: Loudoun County,VA

ABSTRACT

In 1998, a group of adult library patrons and individuals in Loudoun County, Virginia, brought a suit against library trustees, board members, and the director of the county’s public library, claiming that the library’s use of Internet blocking software was an infringement on their First Amendment rights, leading to the federal court case Mainstream Loudoun v. Board of Trustees of the Loudoun County Library (1998). Using an in-depth case study approach and going beyond a review of the court documents, the author uses a series of qualitative interviews with individuals connected to the court case to gather more in-depth information regarding events surrounding this case of censorship in public libraries and investigate the phenomenon of librarians acting as censors themselves.     

Measuring Space and Furniture Occupancy in Academic Libraries: From Data Gathering to Visualization

Abstract

Academic libraries are a vital space for collaboration, socialization, research, and quiet study. To support these needs, they must offer a variety of environments, noise levels, and furniture to support varying student needs. However, it can be difficult to understand these specific needs and properly balance the types of spaces and seating alternatives to optimally meet them. This article describes a space usage study undertaken to determine patron needs and preferences and the resulting visualization of the data using Tableau Public. The project provided important insights into patron space preferences and use, and the methodology can be replicated at other institutions.     

An Evaluation of Online Reference Services Through Social Networking Sites in Selected Nigerian University Libraries

The study evaluated online reference services through social networking sites in selected university libraries in Nigeria. A survey approach was adopted to ascertain patrons’ level of awareness, their preferences, and the sources from which they were informed of the existence of the service. Findings revealed that patrons are aware that their university libraries are on social networks but are still not familiar with reference services. Facebook, Twitter, and Ask-a-Librarian were ranked as the most preferred methods for delivering online reference services, and online reference service was indicated as more convenient than traditional desk reference service because communication is available anywhere and anytime with a reference librarian and is easily accessible.     

Do-it-Yourself Computer Searching:

Many new microcomputer users are looking to libraries and librarians for assistance in getting started with online searching. The authors describe the objectives and content of an initial presentation on do-it-yourself online searching given to interested patrons at the J. Hillis Miller Health Center Library. The future role of the health sciences librarian in the education of end user searchers is discussed.     

Adapting an Embedded Model of Librarianship,College by College

Librarians are increasingly moving out of the library and into the wider university setting as patrons spend more time seeking information online and less time visiting the library. The move to embed librarians in colleges, departments, or customer groups has been going on for some time but has recently received more attention as libraries work to find new ways to reach patrons that no longer need to come to the physical library. Few universities have attempted to embed all their librarians. This case study describes how one group of health sciences librarians dispersed its professional staff throughout its campuses and medical centers.     

Educating generation X and generation Y: teaching tips for librarians

This article provides a list of helpful teaching tips for instructional librarians who need to meet the changing generational needs of their patrons. Specific generational qualities and attitudes of Generation X and Generation Y are discussed along with educational techniques and software recommendations. These tips are based on the authors' experiences at Drexel University's Hahnemann Library and Thomas Jefferson University's Scott Memorial Library, both of which are academic health sciences libraries.     

Using Mobile Technology to Observe Student Study Behaviors and Track Library Space Usage

Libraries have become increasingly interested in studying the use of spaces within their buildings. Traditional methods for tracking library building use, such as gate counts, provide little information on what patrons do once they are in the library; therefore, new methods for studying space usage are being developed. Particularly promising are mobile technologies, which make it possible to directly observe and track user behaviors throughout library spaces. We found that observation combined with mobile technologies enabled the library to assess user study behaviors and space usage patterns anywhere in the library. Observations were tracked using an iPad with two different types of mobile apps, CloudOn and Counter+. The results were compared to the more traditional statistics gathered by the study room reservation system. The findings showed that the mobile observations more accurately reflected actual library usage and provided additional details on specific study behaviors such as studying in groups and using technology while studying.