A pertinent Webinar to me – as our library branch begins roving – is “Guide to Roving: An Essential Service for Library 2.0” given by Joan Giannone on 12/11/2007. She observes that society is drowning in information. The information highway has become an information ocean. The challenge for libraries is to become the information navigators to continue our commitment as a helping profession . I was impressed at her simplistic statement - “a helping profession”. It boils down our service to its core. In this commitment to helping she offers research that indicate the obstacles to service. Fifty to 60% of customers, (she prefers the term customers to patrons to denote the need to serve) will not approach the information desk. The most definitive situation for staff to be approachable – be standing! – 90% of customers will not approach staff that are sitting.
An answer for service – the expanding concept of roving - to be available and out on the floor. She offers concrete examples of practices that well help ensure success in the transition for staff to this new model of reference. Her emphasis is on inclusion of staff in planning and implementing each library’s particular plan. And a definite plan in imperative. Training , scheduling of on-desk, off-desk and roving times, and most importantly, teamwork, was specifically addressed to achieve a comfort level for all staff and a successful experience in an exciting new mode of service.
For additional information visit Joan Giannone’s website www.mentorgrouptraining.com