Problems of Passion

Last week a patron wrote a letter to the editor of the local paper to express concern that her favorite part of the collection - adult fiction - has been moved from a place of ease and prominence on the main floor to a windowless part of the basement of the library. There's an unfortunate element to the letter in that it reflects a reaction to the present state of the library, which is still several months from completion in the renovation process. However, there is a positive element as well. This patron felt passionately enough about her books and her library to take the time to write a letter to the local paper.

There was a certain amount of consternation about her letter at the library from people who don't often interact directly with the patrons. They seemed to be taken off guard by the comments, though most public service staff have been receiving and documenting many similar public comments since the move took place. What is odd, however, is the consternation that sees a patron's comments as negativity for bold new plans rather than passion for what the patron has come to expect from the library - easy access to her collection and respect for books.

As a colleague point out, if you want people to feel passionately about their library then you have to be ready to have them disagree with you.

The User Experience in the Library

For years I've been advocating for libraries to focus on all aspects of usability. My particular library hasn't had a group to specifically look at that, but in the last 12 years as circulation manager, reference librarian, and lead adult services librarian and as a member of our electronic resources team and digital library team I've been an advocate for the user experience. Looking at a new electronic resource to subscribe to? The main focus of my reviews has been "how will the patrons use it?" Wanting to change labels or locations of something? "How will that affect our patrons?" Create a new brochure? "Will it make sense to our patrons?"

A few months ago my library was looking at reorganizing its teams, committees, and workgroups. I suggested we create a team to look at the overall user experience, not just from the standpoint of electronic resources but holistically, from signage to placement of items to what people are looking for but can't find. I'm pleased to report that such a team was created.

I'm less pleased to report that I was not chosen to be on the team whose creation I (and I think perhaps I alone) suggested.

I have been assigned to serve on the Podcasting team. Perhaps I can continue to use my passion for usability in the Podcasting team by creating online tutorials or other online products that will help people more effectively use the library.