Customer service . . . seems that libraries which are flourishing in these tough economic times have embraced a solid model of customer service, which includes taking a look at how reference services are delivered. Professional magazines have lots of advice and I've been an outsider looking in as MHS has contemplated how to evolve their reference services. This past spring, the focus of Minnesota Library Technology Conference was on creating useful library spaces for students who were unfamiliar or uncomfortable with traditional libraries. The keynote speaker, Stacey Greenwell spoke of a space she created at the University of Kentucky. The Hub, is outside of the traditional library and really seems to be a large rumpus room with WiFi, comfy furniture, large white boards and is staffed by a young librarian. It's quite popular with students. In a way it seems like a way to meet students halfway, acknowledging that computers are how they do their research now and by getting them into the library, the librarian can help make the bridge to research strategies and finding quality materials.
The question for me after the conference was how to incorporate some of these ideas in a high school. Staffing is limited and in fact, cut back for the next year, but I would like to update our webpage with a variety of different sources, hoping that students will take advantage of what is offered there.
It was fun to explore the online answer sites, many of them reminded me of what long time librarians would call a "handy file" . . . the place where we keep answers to commonly asked questions. Was surprised to see About.com on the list however, that site rarely seems to have what I am looking for . .
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