Wireless and More-All User-Centered

Meeting the needs of the patrons-that’s what the long-time reference librarian I spoke with at Bon Air identified as the constant in a changing library environment.  The days of reference questions answered at the Reference Desk by using books on the shelves has given way to helping patrons locate information using the computers that have replaced empty spaces on the reading carrels.  When I asked her if patrons missed finding reference texts or printed magazines she responded that some of the older long time users of materials like Value Line complained about not having it available.  However, the librarians taught these people how to use the computers to locate the information they needed with Value Line online and they were satisfied customers once again.  She also noted that the typical information questions have diminished while questions related to technology, not just how to find information using technology, but how do I get my lap top computer to work, are presented more than ever.

Along with the most recent change of adding free Citizens Wi-Fi has been the sign up process for use of the library computers.  This is now self-regulating with the patrons gaining access via their library cards and a timed out process if there is a waiting list for use of the computers.  When discussing the possibility of expanding the physical space the librarian commented that it would be useful for the purpose of adding more computers-not for more books.  The once bulging shelves of reference materials now make up only about 2 shelves in the adult section of the library.  Most of what patrons ask for is available on line.  For example, the librarian said that the frequent questions she gets about medical issues are always answered with a reference to an online source.  As for other science materials she mentioned that they were in the process of upgrading the science collection but not for reference but for popular reading material.

The changes in the Bon Air Library while not specifically designed for enhancing STEM services alone, does in fact do that for its patrons.  By providing the facility, equipment, and instruction needed to locate STEM and other materials the library gives its patrons much more value than it could have by continuing to build on a print collection.  The Chesterfield County Public Library promotion summarizes the future of their branch libraries with these statements:  “Looking ahead, we plan to make your library work better for you by…developing additional library technology tools to help you access the information you need….creating more useful, relevant and contemporary library collections in multiple formats….and connecting with your community.”

Personally I am amazed at the amount of information I can access online using my public library card. I can do this from the comfort of my home-or as in the case of a recent loss of home Internet service-from the comfort of my nearby public library.  Learn more at http://www.library.chesterfield.gov.

 

 

 

 

 

 

The Bon Air Library is the neighborhood library I have visited for the last 20 years.  I have seen a few renovations in that time.  All have been “user centered.”  The largest physical change was the doubling of the size of the building in the early 1990s with the cooperation of the Richmond City and Chesterfield County library systems.  This renovation opened up this library in Chesterfield County to me, a resident of the city of Richmond.  Things stayed the same for a while, nice areas for children, lots of bookcases and a few computers for catalog access.

Then came the technology change about 10 years ago.  First with the addition of a few Internet accessible computers, then the addition/conversion of a former reading space into a “computer room.”  Patrons signed up at the reference desk to use these computers for entry into the virtual world outside of the walls of the library.  This was a very user centered move as the computers replaced reading spaces and allowed users to engage in other than information seeking/reading activities traditionally associated with the library.  They could now “talk” to others all over the world via the email function.  And of course they could engage in traditional library functions (information gathering/reading) as well, but this time beyond the walls of the physical space.

But soon, these computers were not enough.  Another change, designed with patron needs in mind, was made to offer wireless access to users.  A free Citizen Wi-Fi service is available in the libraries and other county buildings to people with wireless-enabled devices.  This is a useful and valuable user-centered service for library patrons.  My concern however, is that it has been made at the sacrifice of other long valued user centered services, print material and a place to read it.  I was dismayed during a recent visit to find the Bon Air Library did not subscribe to print versions of many popular science magazines such as Nature, Scientific American or Discover.  In addition, it’s shelves had no significant STEM materials, encyclopedias or otherwise.  While I appreciate the changes opening up the world to the patrons, I miss the standards of a few good books in print.

See my next posting for my conversation with the long-time reference librarian and more details about recent changes and changes for the future-all for the library user.