Life as a Library Patron

Brian Herzog at Swiss Army Librarian has come up with an interesting concept: Work Like a Patron Day. Basically, Herzog recommends doing as much as possible the way a patron does things, including using the public entrance and public computers. He has designated October 15th the day.

Following the trail of patron usage could help us know where service, technology, or access breaks down. Working a day in a patron’s shoes would be particularly valuable for any library administrator who can really push for change, but even a library page could make some useful recommendations about improvements. This is one of the reasons why having an advisory group in a library of student employees works well in an academic library. These students are researching during off-hours for their classes. Their ideas for better service can be really compelling.

On October 15th, I am going to do work from a public computer (if I hide far enough away, no one will be able to find me and I can actually get some work done maybe…), and set up a meeting for my staff in one of the public study rooms.

In the process I discovered something out already: only students can reserve group study rooms. I guess that makes sense…to be honest I felt kind of guilt setting it up because I knew I would be taking a room that students might need while I have a perfectly good office to meet with my staff.

Some things this concept could help change:

• Outlet locations
• WiFi coverage
• Lighting
• Noise
• Comfort

Some things this just can’t fix:

• Library OPACs
  • No matter how user-friendly we want our libraries to be, the OPAC will continue to be a huge obstacle
• Restroom location
  • Not much you can do here without a lot of $
• Speed?
  • We may not be able to improve how fast the OPAC searches…but could we find a way to streamline check-out or library card application?