Reference Librarian Interview Analysis

I enjoyed interviewing/meeting Chris, the reference librarian at Charles A. Cannon Memorial Library.  She was very polite, friendly, and helpful.  I think she embodies the type of librarian that the Ross chapters talk about: open, smiling, inviting, and open to questions.

 I asked Chris what kinds of resources were offered in the reference section, and she responded by discussing all of the options available in the library on the first (adult  and reference) floor.  She pointed out the 20 computers to me first, and said that technology is a big responsibility of the reference section, since the computers are housed there.  She said many of the patrons use the computers for recreation/entertainment.  However, there are also patrons using the computers for resumes, job applications, etc.  Chris told me that patrons are given a two hour time limit on the computers, but one hour is guaranteed. I  could sense that this was difficult part of the job, as it might be difficult to nudge patrons off of computers when they were in the middle of something or someone else was waiting.  She said that if a patron was indeed doing a job application or taking an online test, they would often be allowed to stay the full two hours, even if someone was waiting.  That person would just be redirected to the next available computer.

Chris said that the assistants (and she) often had to answer computer-related questions and help patrons with navigating websites, etc.  She also said that John (one of the reference assistants) would often teach classes on uses of Microsoft Word, Excel, eReader devices, etc.  I actually stayed after my observation and interview for John's eReader class.  Most of the patrons were older, and had gotten eReaders from their adult children or for Christmas.  They were so excited to learn to use the public library's eBooks.  I found John's presentation to be informative, and the information he shared to be very valuable (for example, he discussed apps that you can download to read books online, and he also shared that certain books can only purchased in 26 loan increments).

Chris also said the computer classes basically provided templates for patrons that would make the programs easier to use.  Chris also said that in the past there had been issues with patrons taking online tests and trying to ask the reference staff to proctor those tests.  She said that they used to do it, but that it became too time-consuming and ate up time they could have been using to help other patrons or do their own work/jobs.  She said they no longer provided that service.

Chris showed me other resources that were available including a free scanner for patrons, as well as a photo copier (that costs patrons a few cents).  She also mentioned the print magazines that are still available ("Not as many titles as previously") and the newspapers (including what can be found on NC Live).  Next, she took me into the archives/special collections room and showed me the microfilm, where patrons can view old records.  I found this interesting, as I had never seen microfilm, except when people did research in movies!! She said many people use the archive room for genealogy searches.  The library has an in-house subscription to ancestry.com and they offer heritage quest (similar to ancestry, but free) on the library's website.

She showed me the online system that the library uses for cataloging and circulation (we used Follett Destiny, so this was very new to me!) which is called Library Corp/Library Solution.

I asked Chris what most patrons visit the reference desk for/what kinds of questions people ask her and the assistants.  She said the most common request for information is regarding divorce.  Being so close to the courthouse (the library is on the same street), she said many lawyers would tell patrons to "go to the public library and ask the reference librarian for forms and information".  She said this was difficult, because she is obviously not a lawyer, and she cannot give people the exact forms they need because each divorce is different.  She does provide them with the reference books they need and she encourages them to look for the form that fits their situation.  Chris also stated that people ask for other kinds of legal forms and government documents as well.  She said specifically they look up statutes.

The next place she took me was to the encyclopedias and various reference print sources.  These included the Gale Medical Encyclopedias, as well as encyclopedias of sports rules, values of antiques, ancient history, and Value Line books.She said the encyclopedia of careers is also still very popular, but it has been moving to online resources in recent years.  In addition, she said patrons use the print resources for information on writing grants, and  locating resources for "free money" from the government  (books by the question mark guy from TV).  Also, there is the Cypress Resume resource for those looking to build a resume.  Chris said one of the more difficult parts of her job in recent years has been the balance between print and digital resources, and striving to give people the correct option to answer their questions and find what they're looking for in their research.

Chris also stated that the multiple branches of the public library in Cabarrus county are now located on the county website to provide unity among the branches.  They also keep this unity in their acquisitions.  She mentioned that the acquisitions have become centralized for all four branches.  She and her reference committee at the library can recommend books for purchase and stay abreast of "fresh" resources through this unity.  She also showed me that the website features eResources on topical research, the NC Live databases (both public and academic), and Axis 360, which is the link to the libraries eBooks.  She explained that patrons are allowed to check out five titles at a time, and that there are multiple copies of most of these titles.  She said that the reference desk often helps people get to these eBooks.  She showed me a link to Transparent Language Online, that features universal, free classes  in various foreign languages ( a COOL resource, in my opinion).

I asked Chris about what programs are offered at the library, and how she and the reference assistants are involved.  She said, as state earlier, that John often provides the technology-related classes.  She said she hosts book clubs for adults and teens.  She also mentioned that the local literacy council is housed in the library.  Chris said they do lots of adult and teen programming, including having social security and Medicare speakers come into to talk to patrons. She has also done programs on social media sites, such as Pinterest.  Her goal with these classes and activities is to engage the community.

I asked Chris what she found most important and vital to understand about the job, and she said customer service.  She explained that the reference desk tries to help everyone find an answer to his/her question.  She said that may mean utilizing inter-library loans from other counties, and even other states, to meet a patron's needs.  I asked Chris how long the librarians have to stay at the reference desk, and she and the various assistants stay for about 3 hours of desk duty at a time.

Finally, I wanted to know what joys and challenges a reference librarian faces day to day.  Chris said the best part of the job is that it varies each day and there's always the element of surprise in helping new patrons.  She also said that she really enjoys doing the book clubs.  Chris said the challenges lie in technology mostly.  She said it is important to be technologically savvy to assist patrons, and to help with computer issues that arise.  She also said that a challenge had been the print/digital split in the library, and choosing the best resource for a patron.

I really enjoyed visiting the library, observing, and talking with Chris.  It was very helpful to me, and it inspired me to improve my own methods of interaction with my patrons, as well to pay closer attention to resources and opportunities provided by the public library.