2020-05-08 SPLAT Curiosity Report: Volume 5, Issue 7

Featured Story

Welcome to the Library!

A challenge of working at a library is how to create a comfortable and welcoming environment that invites patrons to wander around, ask questions, and find a place to be themselves. One of the ways that the Nampa Public Library is making an effort to slow down and greet our patrons to the library is through a stand-alone Welcome Desk.

In March of 2019, we created a desk in our lobby that is crewed by a combination of Library staff and volunteers. The Welcome Desk crew is responsible for greeting patrons as they come into the building, answering simple questions, and talk about the library and what goes on here. Because it is a combination of volunteers and staff, we have guidelines about what kind of questions can be answered at the Welcome Desk. We did not want the desk to have different identities and capabilities, depending on who was sitting at the desk at the time. The goal was for the desk to be a place to have conversations, share information, and be a friendly face to the community.

Several things that happened when we took the time to say hello to patrons:

Patrons said hello back! The simple act of greeting patrons as they came into the building, not expecting anything in return was amazing. We did not ask them if they needed anything, we just wanted to let our patrons know we were happy they were at the library, and we were available if they did want help. We focused on saying “hello” instead of “how can I help you?”.

Patrons started recognizing staff and volunteers working the desk. Because they were often greeted as they were coming into the library, they became more comfortable chatting, asking “silly” questions, and sharing stories of their experience in the library.

The Welcome Desk became a place for simple questions to be asked and answered. Often our service desks have lines of people waiting for assistance. It was not uncommon for a patron to stand in line for 5+ minutes, just to be told which floor to go to, or where the closest restroom was. The Welcome Desk became a place for patrons to stop by on their way into the library.

In the 9 months since we launched the Welcome Desk, we have answered more than 2500 questions! The most common question that we get on the desk is how to get a library card. The Welcome Desk has become the primary place to share library card information to patrons, letting them know what is needed before standing in line, just to find out that they did not have the information the library needed to issue a card. We also answered questions about our programs and events, gave directions about resources throughout the library and helped with security gates and self-checkout machines.

We also said goodbye to patrons as they left, wishing them a great rest of the day. Our circulation processes have become more and more automated, as Self-Checkout has become the majority of our check-outs. Patrons are coming into and out of the library without meeting or talking to anyone. The Welcome Desk gives us another chance to engage with our patrons without them needing to come to us with a question or a problem.

– Mike Sloan, Nampa Public Library

Fail Forward

We’ve all been there. You pour your heart into a program, and no one shows up. You try something new, and you fall on your face. Sound familiar? Fail Forward is the place to share your failures, and give you the opportunity to share what you learned from them. Did you promote your program in a different way after no one showed up? Maybe you took a new approach to the new thing you were excited about? Awesome! Share your story via our online form so others can learn, and realize that failure is often part of the process.

I Forgot to Order Scotch Tape

As the library coordinator for our school district, it is my responsibility to order specific library supplies for our six elementaries and two middle schools. While we can get office supplies from our school stash, there are certain types of library supplies, particularly supplies to repair books, that I handle the ordering for. You would think that something simple, like Scotch Magic Tape, would be that big of a deal. But when you are repairing torn book pages, Scotch Magic Tape is better because there is no acid in the adhesive. When I did my last order, I forgot the tape. Now I will have to go through the whole process of requisitioning and ordering just for tape. It may not sound like that big of a deal, but when your coworker is depending on it to repair book pages, you are asked daily when will the tape be ordered. To rectify this I plan to create a master list of supplies that can be shared through Google Docs for items we buy on a regular basis, maybe even with descriptions what it is used for and why that specific brand. Hopefully this will help me remember the Scotch tape, if needed, next time.

– Gretchen Perkins, Caldwell School District

Crush Corner

Is there a library you follow on social media who is always doing new and exciting things? How about a blog you follow that inspires you? What about a new idea, book, or resource that you want to share? Library Crush Corner is a place for those working in Idaho libraries to share what inspires them, and who or what they’re crushing on… in a professional sense. Share your story via our online form so we can publish it in a future issue!

New Trends in Print Book Design

Have you seen Indestructibles kid’s books? They are books for younger kids printed on a Tyvek-like material that promises to be, well, indestructible: can’t be ripped, chewed, or damaged by water (they’re actually submersible!). I’m such a big fan of innovations in physical book design. Penguin Minis are, while not as inedible as Indestructibles, another neat way of playing with book design traditions.

– Tyler McLane, Coeur d’Alene Public Library

SPLAT explores the ever-evolving library world and supports library folks as they adapt to meet the needs of their communities. Library folk throughout the state of Idaho volunteer to serve on the Special Projects Library Action Team (SPLAT). Learn more about SPLAT at splat.lili.org

SPLAT is brought to you by the Idaho Commission for Libraries and was made possible, in part, by the Institute of Museum and Library Services (LS-00-19-0013-19). The views, findings, conclusions, or recommendations expressed in this publication do not necessarily represent those of the Institute of Museum and Library Services.