So I went to a local library and did my secret shopper assignment this past weekend. I have to say, I wasn't exactly blown away. In fact, the librarian kind of gave me a deer-in-headlights look when I asked her if she had read anything good lately that she could recommend. I sympathize though, I'm sure I've given the same look to many patrons before! I told her two books that I had read before and enjoyed (Gone Girl and The Girl on the Train), and she immediately went to the new shelf and handed me two books that she had read before that were similar. At a glance these seem like the books that I would love; I'll have to read them to see if they hold up! Overall I was disappointed that I wasn't asked any questions during the exchange. She took the two books that I mentioned and ran with it without taking the time to see if maybe I was in the mood for something different. I'm not sure if I would go back to get more reading suggestions. That would hinge on whether or not I like the two books that she suggested. Here they are:
Caitlin, I asked about recommendations for read-a-likes for The Girl on the Train, too, and got completely different authors titles because the librarian checked Novelist. That said, I would be interested in these titles you list, too... so there has to be a happy medium between the Novelist searching and the "this is what we have that is new that you might like" tactic. I think that both have their place, but agree that she should have queried more about things you might like. I think it speaks to a lack of training for front line staff. What do you think?
ReplyDeleteAnd I apologize for misspelling your name, Caitlyn!!
DeleteHaha no problem there's only a million ways to spell it ;)
DeleteI'm not sure if the library gets many (or any) reader's advisory questions. The library I visited was small and had a combined information and circulation desk, so I'm not sure if the person I was speaking with was a librarian. From my experience as an information desk worker, probably not. I do think front line staff should expect and be trained on answering reader's advisory questions. They can be just as good at it as the librarian with a little practice! And let's be honest, to the average library user everyone that works at the library is a librarian to them!
Caitlyn,
ReplyDeleteEven though you weren't overall pleased with the experience, I'm just glad she attempted to give you some book ideas. The person I saw didn't recommend anything at all! She just told me to use Novelist. I don't want it to sound too harsh and cold, because she was really friendly about the situation, but I was hoping for something like your experience. A more personal recommendation, if you will. She may not have been inquisitive, but at least she gave you something lol.
Yes I am happy she was able to give me a few suggestions! I was hoping for more of a back and forth, but she was the only one working the desk at the time so I understand her not being able to give me a full reader's advisory interview. That's disappointing that you were referred to Novelist and not given any suggestions. Novelist is awesome but a lot of people aren't going to put in that effort to find a book- they just want something in hand when they leave
DeleteCaitlyn,
ReplyDeleteSorry you had that experience. I have been to some libraries that I felt I would be bothering them if I asked a question. So, at times I just browsed the new book section and then gravitated to the mysteries and fantasy books. You would think at a smaller library setting the people would be trained to do circulation and reference work. I know at some of our smaller branches the librarians are equiped and expected to do both. Was there anyone else there to maybe help you or assist the librarian at all? I know when I do not know the answer I ask my coworkers for help and I know they will come to my aid.
She was the only one working the desk, which may have contributed to the rushed response I got. I am pleased she was able to recommend me something for sure! It also could have been the time I went. I went on a Saturday around lunchtime. I know at my library we have a skeleton crew on the weekends.
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ReplyDeleteYou are right! Most assume that all people who work in a library are librarians! In ours, we have one circulation desk since we are smaller. There never has been any customer service training or readers advisory training! What is great right now, a retired MLS librarian is working at our circulation desk and she is excellent! By example, she is training the other circulation desk staff member. Your encounter helps me look at my own library a bit differently!
ReplyDeleteThat's great! I have definitely relied on our circulation staff to help me with recommending books, especially books in the romance and women's fiction genres. Currently my library is focusing on cross training both info staff (me) and circulation staff to be able to do the most basic parts of both jobs. It's working out well so far!
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