cover cov1 Baker & Taylor 4c page cov2 TLC 4c page 69 SIRSI 4c page 70 Renée Vaillancourt McGrath Feature Editor

Kathleen M. Hughes CONTENTS Managing Editor

March/April 2004 Vol. 43, No. 2

102 Capacity Building for Libraries Carolyn Noah and Alan Brickman 109 Reconnecting the Past through Oral History Richard Baranowski and Teresa Calderone 113 The Public Library Geographic Database What Can It Do for Your Library? Christie Koontz, Dean K. Jue, Charles McClure, and John Bertot 119 Library Information Needs of Latinos in Dunklin County, Missouri Beth Bala and Denice Adkins

IN EVERY ISSUE

74 Editor’s Note 94 Tech Talk Renée Vaillancourt McGrath A. Paula Wilson 75 From the President 123 News from PLA Luis Herrera Kathleen Hughes 79 Tales from the Front 124 On the Agenda Jennifer T. Ries-Taggart 126 By the Book 81 Perspectives Jennifer Schatz Hampton (Skip) Auld 130 New Product News 91 Internet Spotlight Vicki Nesting Leslie D. Hurst

PLUS . . .

72 Readers Respond 97 Opportunities, Awards, and 77 Verso Honors Retirement Tsunami Looms over Rochelle Hartman Director/Board Teams 99 InterViews Ellen G. Miller Interviewing the Interviewer 88 Book Talk Sheila B. Anderson Filling the Charisma Vacuum: An 131 Index to Advertisers Interview with Patrick Jones Amy Alessio

The Public Library Association is a division of the American Library Association, 50 E. Huron St., Chicago, IL 60611; www.pla.org. Cover design by Jim Lange, Jim Lange Design, Chicago Interior design by Dianne M. Rooney, American Library Association, Chicago EDITORIAL FEATURE EDITOR: Renée Vaillancourt McGrath MANAGING EDITOR: Kathleen M. Hughes CONTRIBUTING EDITORS: Hampton (Skip) Auld, Steven Cohen, Rochelle Hartman, Nann Blaine Hilyard, Vicki Nesting, Jennifer Ries-Taggart, Jennifer Schatz, Paula Wilson EDITORIAL ASSISTANT: Brendan Dowling ADVISORY COMMITTEE

Isabel Dale Silver, Chair, Champaign, IL; Marilyn Boria, Elmhurst, IL; Nancy Charnee, New York, NY; Barbara Custon, Pasadena, CA; Nann Blaine Hilyard, Zion, IL; More on “The Fragile Future” Marcia Schneider, San Francisco, CA; Luren E. Dickinson, Jackson, MI; Cindy Lombardo, Orrville, OH. The closing of libraries, the flattening of circulation figures, and the projected short- EX OFFICIO: Jo Ann Pinder, Gwinnett County Public age of librarians pose a threat to the future of the public library, as Michael Sullivan Library, 1001 Lawrenceville Hwy., Lawrenceville, GA argues (“The Fragile Future of Public Libraries,” Public Libraries September/October 30045-4707; [email protected] 2003); however, his alternative vision is equally threatening. It is clear that Mr. PLA PRESIDENT: Luis Herrera, Pasadena Public Library, 285 E. Walnut St., Pasadena, CA 91101-1556; Sullivan believes that the public does not want what public libraries offer: reference [email protected] books, out of the mainstream literature, and directories of reviewed Web sites. What PUBLIC LIBRARIES (ISSN 0163-5506) is published suggests, however, that the public wants the library to be a place where collections are bimonthly at 50 E. Huron St., Chicago, IL 60611. It is no longer built, reference transactions are referred to the Internet, the work of pro- the official publication of the Public Library Association, a division of the American Library fessional librarians is relegated to those who can order from a list of patrons’ requests Association. Subscription price: to members of PLA, and direct the public to a search engine, and where “community” has become a $25 a year, included in membership dues; to nonmem- panacea? bers: U.S. $50; Canada $60; all other countries $60. Single copies, $10. Periodicals postage paid at Although the roles of libraries have evolved through time, there has been a con- Chicago, IL, and at additional mailing offices. sistent unity: books and reading. People have and still do come to the library to read for pleasure, edification, education, and research. In 1974, David W. Davies argued POSTMASTER: send address changes to Public Libraries, 50 E. Huron St., Chicago, IL 60611. against the trend of libraries trying to be social and cultural center (Public Libraries

As Culture and Social Centers: The Origin of the Concept [Scarecrow Pr., 1974]), in SUBSCRIPTIONS favor of their being a place like a bookstore for books and reading, where librarians develop an appropriate expertise. By becoming more like bookstores (who, too, are Nonmember subscriptions, orders, changes of address, and inquiries should be sent to Public Libraries, Sub- positioning themselves as community-oriented places), we lose what makes us unique: scription Department, American Library Association, that we try to represent the totality of knowledge, primarily in books, to the broadest 50 E. Huron St., Chicago, IL 60611; 800-545-2433, spectrum of people regardless of their means, stature, or interests. The erosion of the press 5; fax: (312) 944-2641; e-mail: subscriptions@ ala.org. library’s fundamental identity as a place for books and bookish people only increases ADVERTISING the fragility that Mr. Sullivan and I agree must be strengthened.—Ron E. Scrogham, Reference Librarian, Johnson County (KS) Library William N. Coffee, c/o Benson, Coffee & Associates, 1411 Peterson Ave., Park Ridge, IL 60068; (847) 692- 4695; fax (847) 692-3877. PRODUCTION To Each His Own ALA PRODUCTION SERVICES: Troy D. Linker, Kevin Heubusch; Ellie Barta-Moran, Angela Hanshaw, Kristen I just finished Renée Vaillancourt McGrath’s Editor’s Note (“Many People, Many McKulski, and Karen Sheets. Books) in the January/February 2004 issue of Public Libraries and wanted to take a MANUSCRIPTS minute to second her words. Unless otherwise noted, all submissions should be sent to While I applaud the general idea behind Nancy Pearl’s initiative (to encourage the feature editor, Renée Vaillancourt McGrath, 248A N. pleasure reading), I am made profoundly uncomfortable by the idea that we all have Higgins Ave. #145, Missoula, MT 59802; publiclibraries@ to read the same thing in order to have something to talk about with each other. Not aol.com. See the January/February issue or www.pla.org for submission instructions. to mention, I fail to understand the logic behind required reading of an assigned work INDEXING/ABSTRACTING as a spur to increasing the attraction of pleasure reading . . . I would like to recommend Reading Don’t Fix No Chevys—Literacy in the Lives Public Libraries is indexed in Library Literature and Current Index to Journals in Education (CIJE), in addi- of Young Men by Michael W. Smith and Jeffrey D. Wilhelm (Heinemann, 2002). It’s tion to a number of online services. Contents are ab- a study regarding the literacy issues of boys across America, and it addresses many of stracted in Library and Information Science Abstracts. the same issues McGrath brings up so eloquently in her article.—Lynne Welch, MICROFILM COPIES ■ Reference Librarian, Herrick Memorial Library, Wellington, Ohio Microfilm copies are available from University Micro- films, 300 N. Zeeb Rd., Ann Arbor, MI 48103. The paper used in this publication meets the minimum requirements of American National Standard for Information Sciences—Permanence of Paper for Printed Library Materials, ANSI Z39.48-1992. ∞ ©2004 by the American Library Association All materials in this journal are subject to copyright by the American Library Association and may be photo- copied for the noncommercial purpose of scientific or Public Libraries encourages letters to the editor. Letters are used on a space-available basis and educational advancement granted by Sections 107 and 108 of the Copyright Revision Act of 1976. For other may be excerpted. Preference will be given to letters that address issues raised by the magazine. reprinting, photocopying, or translating, address Acceptance is at the editor’s discretion. Send to Renée Vaillancourt McGrath, 248A N. Higgins requests to the ALA Office of Rights and Permissions, Ave. #145, Missoula, MT 59802; [email protected]. 50 E. Huron St., Chicago, IL 60611. EBSCO 2c page 73 EDITOR’S NOTE

f all goes as planned, by the time that A Salute to her local public library had a preregistration you receive this issue of Public policy which locks in the same set of children Libraries, I will be on maternity leave Parent-Librarians and parents for a six-week session. Since after the birth of my first child there is no waiting list, parents who aren’t (expected on February 7, 2004). The Renée Vaillancourt McGrath quick enough to register their children for next two issues of Public Libraries Feature Editor story time during the registration period are Iwill be compiled by guest editors Jennifer out of luck for at least two months (until the Schatz and Linda Braun. Schatz will be cov- next session begins). ering editorial responsibilities from approxi- As a former children’s librarian, I do mately January through February 2004, and understand the reasons for restricting atten- Braun will take over these duties from dance at story time programs (and did so March through April 2004. Manuscripts myself in my first professional position at a and queries can continue to be sent to me library that had traditionally conducted story during this time (and I will forward them to times in this way). But having since seen the appropriate guest editor) or may be sent many public libraries (not to mention the big directly to the guest editors (all contact bookstores) accommodate groups of all sizes information is included at the end of this through drop-in programs, I realize that the article). I am tremendously grateful to lesser ability to control the environment with Schatz and Braun for taking over my Public a larger group is more than outweighed by Libraries responsibilities so that I can have the convenience that we provide to parents some uninterrupted family time during this by offering story times that are open to all. significant transition in my life. Public libraries also need to consider the needs of families with children of different ages. Family story times should be offered for parents with several children, but not to the exclu- Real Family-Friendly Libraries sion of age-specific programs that meet the particular needs of children during certain developmental phases. As I approach impending motherhood, I’ve been giving more And finally, library spaces need to be welcoming to parents thought to public library policies that either help or hurt par- of young children. Family restrooms allow fathers to take their ents. According to the U.S. Census Bureau, 55 percent of moth- daughters to the bathroom, and changing tables and nursing ers in the labor force have infant children, and 74 percent of spaces (not necessarily in the restroom) accommodate the needs mothers (ages fifteen through forty-four) who have older chil- of fathers and mothers with babies. Children’s departments that dren also work. With an estimated 79 percent of public library are well designed allow children to behave normally without employees being women, a significant portion of library staff disturbing older patrons who may have come to the library for have child-care needs (and of course, many of the men who quiet study. work in libraries have parenting responsibilities as well). While the Family and Medical Leave Act requires government agen- cies to provide up to twelve work weeks of unpaid leave during Resources for Parent-Librarians any one twelve-month period for the birth and care of the new- born child of the employee or for placement with the employee Whether returning to work right away or hoping to stay pro- of a son or daughter for adoption or foster care, it may be dif- fessionally active from home with their new child, librarians ficult for working parents to forgo their income for such a long who become parents need a support network of other parent- time. Mothers who want to breastfeed face particular chal- librarians. Lucky for me, a couple of new electronic discussion lenges with balancing work and family life, particularly when lists have been created for precisely this purpose. their children are very young. The Librarian Stay-at-Home Moms (and Dads!) group Flex-time, job-share arrangements, part-time work, and (http://groups.yahoo.com/group/librariansahm) was founded on paid maternity leave can go a long way toward making libraries June 8, 2003, and currently has 173 members. Membership is more appealing for working parents, particularly as we restricted to avoid spam, but all librarian stay-at-home parents as approach the anticipated librarian shortage (with the retire- well as those librarians who are considering staying home or ment of the baby boom generation). Even parents who choose becoming parents are welcome to join. There are even a few mem- to stay home with their babies are often interested in remaining bers who are stay-at-home parents contemplating a career in professionally active by working just a few hours a week while librarianship, and some who work part-time in libraries (or from their children are small, or by doing freelance library work on home in the library field) while raising their children. The purpose a consulting basis. These staff members might even prefer of the group is to offer support and discuss career tips on staying evening and weekend shifts, which are less popular with tradi- active in the profession while at home, and ways to work from tional library workers. home. Members have also proposed using the list as a resource for The programs that public libraries offer for children and locating freelance workers in the library field. Parenting issues are families also have to take into account the needs of parents. I also discussed and household management tips are shared. was dismayed to learn recently that my mother had decided to take my nephew to the local bookstore for story times because continued on page 76

PUBLIC LIBRARIES MARCH/APRIL 2004 74 FROM THE PRESIDENT

pring is here and with it comes new Public Libraries: across the county, the task force tested some vigor and vitality. For PLA, it has interesting assumptions and messages about been a wonderful start to the year. A Universal Benefit the values of libraries. In the process, we Our very successful national con- learned some valuable lessons to help us bet- ference (February 24–28, 2004, in Luis Herrera ter understand how our public views Seattle) has caused a surge of libraries, who our audience is, and what mes- Smomentum to two important initiatives that sages they will respond to. The findings sup- were formulated in conjunction with PLA’s port the powerful notion that libraries strategic plan. Both projects are excellent provide a universal benefit for everyone. examples of the universal benefit that public They remain a valued public institution with libraries provide to our communities. Here a wide range of services for diverse users pro- are some highlights of both projects: vided by staff with unique expertise. But with The Early Literacy Initiative is a multi- this positive view also comes a wake-up call. year partnership with the Association of For instance, business and community lead- Library Services to Children. Led by ers do not routinely visit local libraries. One cochairs Harriet Henderson, a PLA past- focus group participant noted that “libraries president, and Elaine Myers from the are a dying concept and may be in danger Phoenix Public Library, the project has pro- unless they’re marketed properly.” This per- vided hard evidence of the importance of ception of public libraries as dated and irrel- early promotion of reading to children. The evant makes it even more critical to market purpose of the project was to test whether and promote the “new” public library with a parents and caregivers utilized skill-building activities offered succinct and clear message. through libraries in their preschool activities. It also sought to With this in mind the singular message that your library document library effectiveness as early literacy providers. card provides value and access to many services has given us the Twenty demonstration sites across the country participated in thrust for the campaign: The Smartest Card @ your library®. the research, which involved training librarians to conduct par- This tagline gives choices to a variety of marketing and promo- ent and caregiver programs and testing the impact. The evalu- tional opportunities such as The Smartest Card: Find It, Use It, ation results make a strong case for the important role that or Get It @ your library®. The campaign will also lend itself public libraries can play in early literacy. The Early Literacy to a variety of themes identified by the task force and validated Initiative resulted in substantial changes in the knowledge, by the focus-group study. These themes promote the principle skills, and behavior for parents, caregivers, and library staff. of public libraries as partners for vibrant and educated com- The positive results were released at the conference in Seattle munities; as one of the most democratic institutions in the com- but this is only the beginning of what will hopefully be systemic munity; as places of opportunity; and as a community changes in how libraries approach their role in early literacy. destination. It can’t get any better than this! So in the months Available for sale from PLA is a training kit that has been devel- and years ahead, PLA will continue to push this campaign by oped for public librarians based on the new research and the developing tools and training that can be used in promoting experience of our demonstration sites. The task force will con- libraries where it counts most-in our local communities. At the tinue to look at ways to promote the results, develop tools for ALA Annual Conference in Orlando, a train-the-trainer pre- the library community, and establish partnerships to communi- conference, inviting representatives from each state, will help cate the role of the public library as a key player in literacy. usher these training and promotional opportunities. The Smart Combined with a national spokesperson (still to be announced) Card @ your library® will aim to raise awareness on the to support the effort, this initiative can be a powerful force in value of public libraries among parents, new Americans, sen- support of PLA’s goal of a literate nation. iors, and business and community leaders. With strong owner- A second equally significant project is PLA’s @ your ship from the library community of staff, Friends, and trustees, library® campaign launched in along with effective collaborations with organizations outside Seattle during our tenth national the library community, this campaign will make a difference in conference. Under the dynamic stronger political and financial support for public libraries in leadership of Kathleen Reif, the the years to come. task force has done an I hope you’re as proud as I am about the work of our mem- amazing job in a very ambi- bers in these task forces as they seek to convey in a succinct and tious timeline to develop clear message about why public libraries are more important an excellent library than ever before. ■ advocacy campaign. Through a series of focus groups in a Luis Herrera, Pasadena Public Library, 285 E. Walnut St., Pasadena, number of urban and CA 91101-1556; [email protected]. rural communities

PUBLIC LIBRARIES MARCH/APRIL 2004 75 EDITOR’S NOTE

continued from page 74

The Librarian Stay-at-Home Moms (and Dads!) group was wrapping up work projects in preparation for my maternity started by librarian C. J. Woodworth Wong when she began to leave (not to mention sixteen weeks of morning sickness). It has feel isolated while staying home to take care of her two-month- been a tremendous help to be able to share my experiences with old son. After creating the group, she realized that there was other librarians who are expecting or parenting through the also a lot of interest in a group for librarian parents who were resources listed above. I learned that I am not the only librar- not staying home, so she began a second group for working ian who failed to read to her unborn child, and that many librarian-parents. infants don’t show much of an interest in books (except for The Librarian Parenting group (http://groups.yahoo.com/ teething) until they are several months old. However, numerous group/libparenting) focuses on balancing work and family as studies have shown that children who are raised in an environ- well as family and maternity leave policy issues in libraries. It ment in which they observe their parents (and particularly their was founded on August 14, 2003, and currently has ninety-four mothers, for some reason) reading are more likely to grow up members. to be readers themselves. And of course, I’m looking Wong has also created a unique Web site resource for forward to taking my baby on weekly trips to librarians who are expecting called Pregnant @ the Reference our local public libraries. ■ Desk (http://sciencelibrarian.tripod.com/Pregnant@RefDesk. htm). Her goal for the site is to include the types of pregnancy, parenting, and adoption resources that she didn’t know about when she was pregnant, because she was too busy working! Current topics include links to the librarian parenting elec- tronic discussion lists, information about morning sickness, doulas, shoes, Kegels and other exercises, Not So Mainstream magazines about mothering, parenting groups, breastfeeding Written December 2003. Contact the feature editor at 248A. N. Higgins Ave. #145, Missoula, MT 59802; [email protected]; basics, the great diaper debate, mothering Web sites, adoption or guest editors Jennifer Schatz, 213 Waterfield Library, Murray information, and attachment parenting resources. State University, Murray, KY 42071-3307; [email protected]; Another Web site that might be of interest to parent-librar- and Linda Braun, LEO: Librarians and Educators Online, 290 ians is LIScareer.com: The Library and Information Science Riverside Drive #14D, New York, NY 10025; [email protected]. Professionals Career Development Center (http://liscareer.com). Created and maintained by stay-at-home mother-librarian Priscilla Shontz as a companion Web site to the book Jump Start Your Career in Library and Information Science (Scarecrow Pr., 2002), this site offers career development resources for new librarians and information professionals, Contact Information for Public Libraries MLS students and those considering a library-related career. Resources that may be of particular interest to parent-librarians Renée Vaillancourt McGrath, feature editor of Public include a section on Work/Life Balance and a recently posted Libraries, will be on maternity leave from January through article titled “A Librarian Without a Library: Staying April of 2004. Jennifer Schatz and Linda Braun will be Professionally Active While Unemployed.” serving as guest editors during her absence. Rachel Singer Gordon works as a librarian for ten to For questions/submissions and other Public Libraries- twelve hours per week so that she can stay home on weekdays related issues during January and February 2004, please with her son and pursue freelance work. She designed and contact: maintains Lisjobs.com—Jobs for Librarians and Information Jennifer Schatz Professionals (www.lisjobs.com), a comprehensive guide to 213 Waterfield Library online job resources for librarians and information profession- Murray State University als. This site includes Beyond the Job, a new career develop- Murray, KY 42071-3307 ment weblog for information professionals, and the free (270) 762-3760 (w) professional development e-mail newsletter Info Career Trends. (270) 753-5328 (h) The January 1 issue focuses on balancing career and family. [email protected] From March to April 2004, contact: Linda Braun Read to Your Baby LEO: Librarians and Educators Online 290 Riverside Drive #14D During the four years that it took me and my husband to get New York, NY 10025 pregnant, I envisioned myself reading to my baby in utero, and (917) 847-7804 every night from the time that the child was born. To my sur- (646) 698-2825 (fax) prise, my pregnancy has been almost entirely consumed with [email protected] reading about pregnancy, childbirth, and child care as well as

PUBLIC LIBRARIES MARCH/APRIL 2004 76 Cooperative Library System decided to accept only a state- offered retirement package that would save money, reported trustee Francis Picart.4

Filling Empty Shoes

Do consider succession. While New York State’s incentive pro- gram helps employees take early retirement, Picart spotlighted succession for key positions. “Upon request of our board, the director returned to us a complete list of suggestions about peo- Retirement ple who may be qualified and interested to take over critical positions should the people currently in those positions leave for one reason or another,” he said. The discussions between the Tsunami Looms director and each person in a key position took more than a year. Taking these steps minimized the likelihood of retirement over Distracted and succession crises distracting from everyday operations. Succession is also on the mind of Susanna Gilden, director of the Daly City (Calif.) Public Library. She plans to retire by Director/Board the end of 2003. “Hiring an assistant director to groom as the next director doesn’t always work,” Gilden said. Another more attractive job could pop up elsewhere in the Bay Area. Teams Since Daly City is a unionized library, “No one is hired or pro- moted unless he has gone through the formal exam process and is placed on an approved civil service hire list,” she com- mented. Only the director and assistant director positions are Ellen G. Miller 5 exempt. Where can your director/board team get help? Start with conomic doldrums. Rebuilding Iraq. SARS (Severe Acute your state library association or state library. The Oklahoma ERespiratory Syndrome). When piled on top of traditional Library Association’s recruitment program, Navigating the library problems like budget shortfalls and filters, it’s no won- Information Future (NIF), included the March 2003 annual der some director/board teams get stressed. Welcome to conference session titled “Recruitment and Retention: Who Is another biggie for your team: retirements. Going to Fill Your Shoes?” Other Oklahoma activities include “Whoa!” some directors object. “Why get my board a statewide survey asking number of years to retirement, and involved with retirements at all?” Understandably they fear Job Shadow Day where students work with a librarian all day. micromanagement by nosy trustees. In fact, addressing retire- “I think that it’s going to be a long education process to get ment and its twin, replacement, is the classic macromanage- librarians and trustees across the state encouraging students ment issue requiring the entire director/board team to handle who volunteer or work in their libraries to consider librarian- policies, administration, and positioning. ship,” said Sharon Saulmon, director, Rose State College’s The good news: The crest of the retirement wave won’t hit Learning Resources Center. “We need to explore ways to iden- many libraries until later this decade. The bad news: Some direc- tify potential second-career people, too.” For more informa- tor/board teams will go into denial, wasting the intervening years. tion, check out www.pioneer.lib.ok.us/ola/nif.6 Nationally, the Public Library Association offers “Ask me why I love my job” buttons as well as other recruitment infor- Five-Step Homework Program mation. Visit www.pla.org for more information about PLA’s recruitment efforts. Once you’ve done your homework and How to focus your team on retirement? Get the facts. Visit found help, it’s time to move past the problem to the solution. ALA and its divisional Web sites. Pick up nearly any library publication. According to the newsletter published by the Association for Library Trustees and Advocates (ALTA): More Rethinking Replacement than one-quarter of all librarians with master’s degrees will reach the age of 65 before 2009. In a 2000 survey, 40 percent Low salaries, low or no benefits, complacent boards, poor of library directors said they would retire in nine years or less.1 working conditions—replacement can be tough. Some loca- Then assess your own situation. Marilyn Boria, director of tions, like California’s Bay Area, Chicago, and the Washington- Elmhurst (Ill.) Public Library, suggests that directors prepare a Baltimore corridor, are chock-full of libraries, making spreadsheet showing positions and age breakdowns.2 For first- job-hopping easier. Savvy directors in these primo locations use hand impressions, Raymond Santiago, director of Miami-Dade retirements as an opportunity to reassess staffing. (Fla.) Public Library System, advises having trustees walk around the library to see who appears to be nearing retirement.3 Check out state and local retirement programs that could Not Resting on Laurels boost your number of retirees. New York State and Florida One retirement wave has come and gone for the Elmhurst (Ill.) offer financial incentives. But what will it cost your library to Public Library, serving a population of 43,000 in the Chicago participate? After careful analysis, the Suffolk (N.Y.) area. Three of its twelve full-time M.L.S. librarians retired

PUBLIC LIBRARIES MARCH/APRIL 2004 77 between 2000 and 2003, prompting director Marilyn Boria to percent staff turnover in the next five years spurred a multi- reassess her staffing complement. Not only were two younger pronged employee education program, including: staffers promoted, but two of the retirees returned as part-time substitutes (up to 600 hours/year per state retirement rules). ■ Progressive levels. Qualifying employees enrolled in an “Good salaries and benefits, and a good working environment ALA-accredited library school start as a librarian intern. attract staff,” said Boria. “We have several working moms who When they complete eighteen credits, they become a librar- are M.L.S.-degreed librarians who work part time. We work ian I trainee. Once they complete their M.L.S., they start a hard to accommodate their personal schedules.”7 full year of probation as a librarian I. If successful, they become tenured. Since the 1999 start up, twenty-nine peo- ple have participated; fifteen have become either proba- Small Town, Long-Term Gains tionary or permanent librarian Is, according to human Another reason libraries may find it difficult to keep staff is relations director Martha Sanchez.10 because of low salaries. ■ Fifty percent tuition remission. The county reimburses for Since the late 1980s, two surveys have asked citizens of both bachelor’s and master’s levels. “The county manager Belleville, Kansas (population about 2,250) to rank local serv- has pretty much given us approval for any online courses, ices. Both times, the public library was #1. But in 1991, an provided that they are offered by [Florida’s two ALA- unexpected crisis hit when the part-time library director retired approved institutions] and directly related to their library after twenty-five years. The culprit? Her $6.65 hourly wage. science degree,” said Sanchez. “The board was faced with watching it all disappear or pay someone an approximation of what they were worth,” recalled What is management’s opinion of these programs? “It’s then-trustee Marjo Scott. Two rounds of advertising and inter- win-win for the employees,” Sanchez continued, “because they views brought sobering news. “Some [applicants] had qualifi- are able to go to school, get on-the-job training, and defray cations that only suited them to be a janitor,” Scott continued.8 tuition costs.” Her boss, Raymond Santiago, observed that “as The board found out what the city paid other employees. It our staff progresses through the intern/trainee program, it is then created a four-year salary improvement plan for all five required that they earn good evaluations from their supervi- library employees, including their first-ever health insurance. sors. This has the effect of weeding out less than satisfactory However, city council approval was needed for the mill levy employees from the program.”11 increase to fund such improvements. Miami-Dade’s advisory board helps by contacting electeds Current director Leah Krotz was hired with the board’s and influentials. “When it comes to budget time, we really need promise of higher wages. “The board and I went to city coun- them to advocate for us,” Santiago said. Thank-you phone calls cil for the 1992 budget round and presented our facts,” Krotz to county commissioners after budget hearings make an said. “Many Friends of the Library showed up, filling the coun- impact. “We can’t just ask for more bodies,” he concluded, cil room and lining up on the stairs.” City council approved the “but we can talk about programs in the community. We can sell new mill levy. Krotz’ initial pay was $6/hour; after four years, programs, services, and facilities” to elected officials. it reached $10.25 (a 70 percent increase). Her percentage increase also applied to the other four employees. Since the early 1990s, Belleville has been steadily drawing Teams Work closer to the national average of an estimated two-thirds total budget spent for salaries/benefits as reflected in the 2001 Public Retirements, like icebergs, often hide more than they show. Use Library Data Services Statistical Report issued by the Public your director/board team to get the higher salaries and better Library Association. Comparing 2003 and 1992 operating benefits that attract quality replacements. Who benefits? Your budgets, personnel now is 67 percent vs. 57 percent. Materials entire community. ■ are 13 percent vs. 21 percent. These days, Krotz gives her annual proposal to the city manager; it’s included in his budget Ellen G. Miller is founding president of the Kansas Library Trustee recommendations to council. “They have approved the library’s 9 Association and president of Ellen Miller Group, a marketing and budget without question [every year],” she stated. management consulting firm in Lenexa, Kansas, www. Belleville foreshadowed ALA president Maurice J. (Mitch) ellenmillergroup.com; [email protected]. Freedman’s salary campaign by several years. In April 2003, Freedman keynoted Trustees-Friends Day at the annual Kansas Tri-Conference, describing the Campaign for America’s References Librarians, which includes better salaries and pay equity for all library workers (see www.mjfreedman.org/tfhome/html). 1. “New Librarians Needed,” The Voice 4, no. 2 (winter 2003): 1. Belleville’s replacement crisis resulted in gains for all 2. Marilyn Boria, interview with author, Sept. 10, 2002. library employees. About 1,450 miles southeast, a large library 3. Raymond Santiago, e-mail to author and follow-up interview, system took a different path in retaining staff members. Mar. 10–11, 2003. 4. Francis Picart, interview with author, Sept. 9, 2002. 5. Susanna Gilden, e-mail to author and follow-up interview, Mar. 10–11, 2003. Growing Your Own 6. Sharon Saulmon, fax to author, Jan. 31, 2003. 7. Marilyn Boria, interview with author, Sept. 10, 2002. 8. Marjo Scott, interview with author, Apr. 8, 2003. Serving a population of 2 million, the Miami-Dade (Fla.) Public 9. Leah Krotz, interview with author, Apr. 15, 2003. Library System has about 530 full-time and 200 part-time staff, 10. Martha Sanchez, interview with author, Mar. 21, 2003. and about 175 M.L.S. librarians. Projections of a whopping 25 11. Raymond Santiago, interview with author, Mar.20, 2003.

PUBLIC LIBRARIES MARCH/APRIL 2004 78 community-generated ques- nate $2 of their refund to tions and interests, a special HSPLS. twelve-week class was created, not only to help adults learn English in the context of talk- Computer ing with the police, but also to Reservations Available develop the material for future classes. This work culminated at Jefferson County in the “Talking with the Po- Public Library lice” Workbook and Teacher’s Talking with the States law enforcement sys- guide and is now used in the Computer users at Jefferson Police at the tem. The department had ob- Bruggemeyer Memorial Li- County (Colo.) Public Li- served incidents in which brary’s ESL classes in Mon- Bruggemeyer brary’s ten locations can make limited-English speakers had terey Park. a reservation for sessions ex- Memorial Library mistakenly made 911 calls and The Talking with the Po- ceeding fifteen minutes. Reser- then did not understand why lice program achieved many vations can be made at the You are driving down the road the police wanted to search results. The students benefited library or from any remote and a patrol car pulls up be- their homes in response to the by being able to talk directly computer with Internet access. hind you. You feel nervous. calls. There had been incidents with local police officers. They County librarian William Your hands begin to sweat. in which individuals posed as gained confidence in knowing Knott said library computers You look in your rearview police officers to gain entry they could speak with them are “very popular and very mirror. It’s still there. You look into their homes, only to rob just as they would any individ- heavily used. Reservations are again. Just as you had feared, them. “Communication in a ual. In addition to answering a fair way to make the com- the red lights are flashing. The city as diverse as Monterey questions in the class, officers puters available to more peo- officer wants you to pull over. Park can be a challenge,” said engaged in role-play situa- ple each day. By reserving a This is a scene familiar to Police Chief Dan Cross. “We tions, which gave students the computer for a designated most drivers. It can be intimi- wanted to do more to help the opportunity to practice basic time period, you are assured dating and cause anxiety even public understand our laws.” conversations built around of having one available when for experienced drivers. Yet, At just the right time, the topics such as reporting you need it.” imagine its impact on some- California Department of Ed- crimes, Neighborhood Watch Reservations can be made one who does not speak Eng- ucation requested proposals programs, traffic stops, and for 30, 60, 90, or 120 min- lish very well. to meet the needs of adult Miranda rights. While the utes. There is a two-hour daily In 1999, English-as-a-Sec- English-language learners English-language learners be- limit so that every patron has ond-Language (ESL) learners through a new federal pro- came more comfortable with the same opportunity for use. at the Bruggemeyer Memorial gram—English Literacy and the police officers, the officers Patrons can make a reserva- Library in Monterey Park, Civics Education. The pro- became more comfortable tion up to seven days in ad- California, began asking for gram would not only help with limited-English speakers. vance at the library or from a conversation practice on how learners acquire English skills, For more information remote location with Internet to talk with the police. They but it would give them prac- about Talking with the Po- access. wanted to practice what to say tice in using English to access lice, contact the California For more information (or and what to do when pulled information and to be more Department of Education’s to make a reservation), visit over in a traffic stop. They involved in their communities Outreach and Technical As- http://jefferson.lib.co.us. shared that they felt intimidat- as a result. The development sistance Network (OTAN) at ed, mostly because of their en- of “Talking with the Police” www.otan.dni.us. counters with the police in was a natural fit. Shopping Bags on their homelands, where they The library’s LAMP (Lit- Display at the Newark were not protected from abuse eracy for All of Monterey How Hawaii Taxpayers and corruption. Park) Program of the Brugge- Public Library At the same time, the meyer Memorial Library and Can Help Their Monterey Park Police Depart- the Monterey Park Police De- Libraries The continuing and proven ment had embarked on a cam- partment Community Rela- wide appeal of shopping bags paign to reach out to residents tions Bureau worked together Hawaii Governor Linda Lin- of all sorts was once again the limited in language and cultur- to develop the project. To en- gle has signed into law Act theme at the third floor art al understanding of the United sure the program centered on 193 (HB 638) which provides gallery of the Newark Public a check-off box on state indi- Library. William Dane, keeper vidual income tax returns that of prints, posters, and art “Tales from the Front” is a collection of news allows taxpayers an opportu- works on paper, was the cura- items and innovative ideas from libraries nation- nity to support the Hawaii tor of the “Portable and Popu- wide. Send submissions to the contributing editor, State Public Library System lar” show. Portable and Jennifer T. Ries-Taggart, Director, Seymour (HSPLS). In addition, the act Popular was broken down Library, 161 East Avenue, Brockport, NY 14420; allows HSPLS to use donated into separate themes with par- [email protected]. funds to support library oper- ticular emphasis on the diver- ations. Taxpayers may desig- sity of merchandising items.

PUBLIC LIBRARIES MARCH/APRIL 2004 79 Geographic sources included portable art form has definite- was modeled after a physician’s “Dig It! @ Your Library” with Japan, the Caribbean, Russia, ly become a visual feature of prescription pad. The pad ad- free entertainment and food Paris, China, and New Jersey. international life in the com- vertises the library’s Web page coupons valued at $24; free Major retailers and special mercial world of retailing. in bold, enlarged letters at the admission to a Tulsa Drillers calendar-year events are For more information on top, followed by the slogan minor league baseball game noted, as well as bags created this exhibit, call William Dane The Ultimate Information Re- and pregame clinic; and a just for bookstores and li- at (973) 773-7745 or visit source. At the bottom of each chance to win computers, bi- braries. Some bags are distinc- www.npl.org. one-color, 3.5-inch by 5-inch cycles, a fishing trip, and other tive for their all-over patterns, page, the library’s phone num- donated prizes. and others come from the ex- ber, name, and logo appear. More than 38,100 kids panding museum world that is Tampa’s Hillsborough The pads are a great suc- joined the program, and so aware of merchandising cess. They are easy for staff to 19,092 completed it by read- and the enormous appeal of County Public Library use, and customers like their ing eight books and visiting great design and unusual ob- Cooperative Rx Pad professional appearance. the library four times. More jects. Of timely interest were They’re cost-effective, too. A than 15,200 youths read bags featuring patriotic Amer- During a recent campaign pro- local printer produced 1,000 twelve more books to earn a ican themes and the grouping moting Tampa’s Hillsborough pads, with 100 sheets per pad, bonus award—an inflatable of carefully selected bags with County Public Library Coop- at a cost of approximately dinosaur. notable iconography, many of erative (HCPLCL) Web page, $850. TCCL rewarded young which demonstrate the appeal the cooperative’s Public Rela- Any library could easily adults who finished the teen of animals. Miniature bags tions & Partnerships Depart- adapt the pads for their own reading program “Get Ani- were included for very small ment (PR&P) developed a use. For more information mated! @ Your Library” with and often precious, prestigious promotional tool that not only about the library prescription a scan radio; free entertain- purchases. Some of these show helped publicize the library pads, contact BirdC@ ment and food coupons val- up in dollhouses. system’s Web page, but rein- hillsboroughcounty.org. ued at $25; and a chance to The Special Collections forced the librarian’s role as win a $250 mall shopping Division of the Newark Public an expert on dispensing infor- spree, Nintendo GameCube, Library maintains a gathering mation and assisting in access- Tulsa City-County Game Boy Advance, DVD of more than a thousand bags, ing online information. player, electric scooter, and nearly all of which were ac- In the past, librarians had Library Breaks other exciting prizes. Nearly quired by gifts from the larger been using old catalog cards or Summer Reading 5,000 teens joined the pro- design community, friends of scratch paper to refer cus- Record gram, and 2,605 read six the institution, and involved tomers to online databases or books to complete it. staff members. links from the library’s Web With the help of generous For more information Well over one hundred page. Feedback from cus- sponsors, devoted parents, and about TCCL’s summer reading bags were on view, indicating tomers and staff led to the de- dedicated child-care workers programs, call Kelly Jennings ■ that this highly popular and velopment of a note pad that and library staff, nearly at (918) 596-7970. 44,000 children and teens par- ticipated in Tulsa City-County Library’s (TCCL) summer reading program. The record participation was 15 percent over last year’s record breaker. “We credit the success of the summer reading programs to great publicity, eye-catching graphics, fabulous incentives, and the economy,” said Kelly Jennings, Tulsa City-County Li- brary’s children’s coordinator. “Plus, we contribute the success

to the opening of a brand-new Reading paid off for this young- spectacular library and the ster, who was one of eight lucky completion of renovation proj- kids who won computers for ects at several of our branches.” completing the Tulsa City-County TCCL rewarded youths Library’s 2003 summer reading Hillsborough County Public Library Cooperative Rx pad who completed the program program.

PUBLIC LIBRARIES MARCH/APRIL 2004 80 Client. A person using the services of a professional per- son—a lawyer, an architect, an accountant, etc.—is a client. At the other end of the social scale, a person availing him- self of the services of a prostitute is also a client. Social workers describe the people they assist as clients (not cases or patients). A person purchasing items from a shop is a customer; so too, probably, is someone who buys a car from a car showroom. Hairdressing salons call their customers clients rather than customers. A person on a doctor’s list is a patient, an undergraduate is a pupil, literary agents have Patrons, Customers, authors or writers, and theatres, restaurants, and hotels have patrons. A body of clients is a clientele. (New York: Users, Clients Oxford Univ. Pr., 1996, p. 151) For about two decades, I have used the term “customer” to describe public library users in the communities in which I’ve Who Are They and What lived and worked. The county government of which our library system is a department has “customer service standards,” and Difference Does It Make the library has its own “customer service guidelines.” Among other things, we say in the guidelines to our customers that they What We Call Them? “can expect that we will do our best to provide prompt, cour- teous, respectful, friendly, and equitable service, without regard to age, gender, race, religion, disability, or appearance.” Still, I have felt uncomfortable that my colleague Neal Hampton (Skip) Auld, Contributing Editor Wyatt strongly prefers the term “patron.” A Senior Collection Management Librarian at Chesterfield County Public Library, “Words have power; what we call things makes a Neal is a thoughtful and conscientious professional, an adjunct difference in how we think about them.” faculty member at the Catholic University School of Library —Laura B. Raphael and Information Science, and a colleague of mine on the ALA Council. I’ve asked myself why and how she sees this issue so differently from me? The essays of this column help answer The words of Laura Raphael, sent to a number of electronic dis- these questions. As Raphael said to me later, “Language is a cussion lists in mid-2003, elicited numerous submissions for this funny thing, and our collective desire to prevent our favorite column. In Raphael’s essay, included in this column, she states: words and phrases from being subverted is pretty strong.” “Oh, I hate that term, library customer,” one long-time, highly intelligent librarian told me recently. You would think I’d just asked her to wade through a pool of indus- Five Reasons Why Public trial waste or spend an afternoon learning all of the Backstreet Boys’ dance moves. . . . While I didn’t explore Libraries Should Serve her antipathy toward “customer” at the time, . . . it did “Customers” (Not Patrons) make me stop and reflect. I concluded: the long-time librar- ian was right, in one sense anyway. Words have power; what we call things makes a difference in how we think about them. Right now, the word “customer” has the most Laura B. Raphael power to accurately describe the people libraries are built Former Staff Writer, Marketing Department, Memphis/Shelby 1 County (Tenn.) Public Library & Information Center; to serve. [email protected] Several years ago, American Libraries editor and publisher Leonard Kniffel wrote an editorial titled “Libraries Aren’t “Oh, I hate that term, library customer,” one long-time, highly Bookstores, and Patrons Aren’t Customers.” Kniffel had care- intelligent librarian told me recently. You would think I’d just fully observed and asked questions at the new Barnes & Noble asked her to wade through a pool of industrial waste or spend store in his neighborhood and at his new local branch of the an afternoon learning all of the Backstreet Boys’ dance moves. Chicago Public Library. He noted that, “The main difference She made a grapefruit-sour face and shuddered, physically boils down not surprisingly to this: Do you want to buy some- repelled by what I’d always considered a rather innocuous thing or do you want to know something? I was a customer at word. B&N and a patron at the library. My sense is that for book- While I didn’t explore her antipathy toward “customer” at stores to threaten libraries they would have to send their staffs the time (too busy, too focused on something else, too much to library school. . . . For libraries to learn from bookstores we respect for authority drummed into me for thirty-two years), it need only go back to some of the niceties we seem to be aban- did make me stop and reflect. doning: tasteful signs, cozy spots, elegance, dignity, and the I concluded: the long-time librarian was right, in one sense human touch.”2 anyway. Words have power; what we call things makes a dif- The New Fowler’s Modern English Usage has “see refer- ference in how we think about them. Right now, the word “cus- ences” from both “patron” and “customer” to the term tomer” has the most power to accurately describe the people “client,” which is described in this manner: libraries are built to serve. Here are a few reasons:

PUBLIC LIBRARIES MARCH/APRIL 2004 81 1. We practice customer service, don’t we? Why talk about small, and not very visible thing that has the potential to show the importance of library staff practicing good customer the world (and remind ourselves) why libraries are the modern, service, and then talk about helping “patrons”? Using the people-centered, community-responsive places we know they term “customer” makes our training and internal commu- are. nications consistent—a value most libraries have champi- oned since old Dewey scribbled out his categories and created the miraculous organizational system we still use 20/20 Vision today. 2. “Patron” is out of date; libraries are not. The word “patron” brings to mind images of rich old Renaissance dudes, wearing lacy blouses and feathery plumes, casually Edwin S. (Sam) Clay bestowing bags of gold on groveling artists. Is that how we Director, Fairfax County (Va.) Public Library; [email protected] want to be seen—as places where terms from 600 years ago are common? Libraries spend a great deal of time and many resources keeping up with changing technologies and You see them everyday. They read our magazines, they sit at community needs. To perpetuate a woefully out-of-date our Internet stations, they listen to presenters in our meeting term that is rarely used is probably not in our best interests rooms, and they check out our books. Who are these people? if we’re trying to convince people of our modern relevance. Are they our “users”? Are they our “clients”? How about At best, it’s a quaint term that brings up hoary old “Marian “consumers”? the Librarian” stereotypes. At worst, it makes libraries This question came up at a library management meeting as look out of touch with today’s world. Jan Prasher, associate director for administration, helped coor- 3. The filthy lucre is a reality. So you don’t like to think of dinators and branch managers revise FCPL’s vision, mission, libraries as a place where selling is necessary, or is it that a and values statements. In the feedback staff sent to Jan about capitalist metaphor makes you uncomfortable? Too bad, the draft statements, several noticed that in some places we call it’s the reality. If public libraries want to continue to offer our regulars “patrons” and in other places we call them our the kinds of collections, services, and programs that we are “customers.” Which is it? able to today, we must not take public funding for granted. I say they’re our customers. Not patrons. Ever scarcer local, state, and federal budgets are being Public library “patrons” is a nineteenth-century idea that sliced thinner and thinner, and the organizations that give no longer makes sense in twenty-first-century reality. “Patron” the best service are more likely to survive. When you use carries with it the idea of “noblesse oblige” of wealthy bene- the term “customer,” you are acknowledging that what we factors underwriting the arts. That is not our situation. Public do is, in a very real sense, a business. It’s simple: in a fright- libraries are not a “nice-to-have” to be enjoyed by the privi- ening political world where no public services are safe, the leged few; I believe that public libraries are a necessity for a best “businesses” will secure future funding. society that wants to maintain an informed population. 4. It’s a job, not afternoon tea with your Aunt Martha. Maintaining a democratic society means granting equal access Library staff members are paid to provide a service. The to knowledge—and the power it gives—to all. Public libraries term “customer” reminds us of that. Whether you’re a provide that access. drugstore clerk or a Fortune 500 CEO, your job is a job, And it’s not free. Just because our customers don’t pay and the words you use for jobs include terms like “cus- when service is rendered, that doesn’t mean they don’t pay for tomer.” library service. They do pay. And they let our elected officials 5. Speaking of “customers” makes you reconsider what know exactly how much they pay for county services, and libraries are all about. I am not a librarian. I came to the exactly how they feel about how much they pay. As a county library world as a marketing professional, so you would agency constantly competing with other agencies for our share think using “customer” would have come more naturally of the tax dollar, we have to constantly prove the value of what to me in the beginning. It didn’t. When I first started refer- we provide to our customers. ring to the people we served as library customers, it felt Providing service for payment is what businesses do. strange and weird and wrong—and completely new. It Therefore the public library is a business; we are a public serv- helped me begin to see libraries in what was to me a new ice corporation. Many of us don’t like to think of public way, but what is really a very old view, at least as old as libraries in that way, but that is, in fact, what we have become. Ranganathan’s Laws of Librarianship. I started thinking of This is the mind-set that we as an organization have to culti- the public library as a place where people are valued so vate, particularly given our current national, state, and local much that they will find something—a book about shade economic climate. gardening, a Beastie Boys CD, a collection of essays about the Civil War—that is suited just for them. In other words, I started to see that the millions of people who come Who’s Using the Library? through the Memphis and Shelby County Public Library & Information Center’s doors every year are indeed cus- tomers, and it is our mission to help them satisfy their Deborah Horowitz innate need to know. Librarian, Poughkeepsie (N.Y.) Public Library District-Adriance Memorial Library; [email protected] Look, I’m not naive—I know that such a small change, just a tiny word, won’t have a massive impact immediately, the lan- The semantics involved in using the terms library “patron,” guage equivalent of an asteroid hit. Instead, it’s an incremental, “customer,” “client,” or “user” are very complex. Each term

PUBLIC LIBRARIES MARCH/APRIL 2004 82 evokes a personal reaction based on an individual’s under- relationship with us is casual, but constant. They’d really miss standing of the terms and what they connote. For myself, I have us if we were gone and would fight for us if we faced a funding internal definitions of each term that color how I feel regarding crisis. my relationship with another person in the library who is called For all its anachronistic feel, I think what I like to see in by any one of the above titles. libraries are patrons: people who love, appreciate and support The word “patron” conjures up for me the image of a the library as an institution—people who treasure and revere benevolent supporter. My introduction to the term was in an undergraduate art history course. Of course, an artist was beholden to supply the patron with whatever was desired, often shaping the work to include the image of the patron himself or I feel that customers are always herself. In return, the artist was supported financially. In much the same way do our library patrons expect us to fashion our measuring whether they’re getting collections to suit their whims, and some argue that this should be our sole aim. The library should reflect the desires and inter- their money’s worth. This is my least ests of its patrons. If we succeed in this primary task, we might favorite term for describing the be allowed to also express our own creative desires for expand- ing and changing collections and the range of services. Patrons people we serve. seem more likely to love the library institution in its traditional role and feel committed to protecting and preserving it. They are willing to expand services to others. The term patron makes me feel that we’re in this together, and the patron is involved, a the library (not without expectations). If we treat everyone in stakeholder. the library—”customers,” “users,” and “clients” alike—to A library “customer” is looking for value from a monetary excellent customer service, perhaps they will appreciate the out- investment. Customers demand satisfaction. I feel that cus- standing value and services of the library, not just in a crisis, but tomers are always measuring whether they’re getting their every day. Perhaps they won’t take us for granted. Maybe we’d money’s worth. This is my least favorite term for describing the convert them to devoted patrons and champions of our cause people we serve. I also feel that this term most accurately sums to serve the entire community with distinction. up where many people are coming from. They want justification for purchases, and they want “Customer—A person who buys goods or services.” explanations. They are critical of what we are doing and how “Patron—Anyone who supports, protects, or champions.” we are doing it. The term customer makes me feel defensive. —American Heritage Dictionary of the English Language These are the people who have said things to me such as “my (Boston: Houghton Mifflin Co., 1976) taxes pay your salary” (Wow! Am I self-employed? I pay taxes too!). I also feel that customers are in it for themselves and are not necessarily interested in or supportive of the whole library. They ask for new services for their own needs but may criticize The Power of Words programs for special populations. Perhaps the expression “one tough customer” sums up my negative feelings around this term. However, as a public service-driven institution, we always Barry Trott do treat people like customers in that we all try (at least we Adult Services Director, Williamsburg (Va.) Regional Library; should) to serve their needs as completely and pleasantly as [email protected] possible. We also need to satisfy them to get our budgets approved the next time around! Words—especially names—are powerful. What we call people “Clients” of the library are the serious professionals with a has an effect not only on how we treat them but also on how problem they want our help solving. They may be from busi- they interact with us. From the point of view of both institu- nesses or other institutions. Or they may be researchers who tional identity and professional identity, it does matter what we want to work one-on-one with professional staff. They only call those people who take advantage of the public library’s come when they have a specific need, and they appreciate our resources and services. information services. They respect us as equals. Once the task Proponents of the term “customer” argue that library users at hand is dealt with, clients may not be back for a while. are paying for services through taxes and thus should be desig- Clients appreciate and hold in high regard the specialized nated customers, as they would be in the business sector. Using resources and services that are unique to libraries. They are not, the term “customer” reinforces the business aspect of the rela- however, dedicated to our institution as a center for enrichment tionship to both the user and the library staff. I would argue, in the community. though, that using the term “customer” creates a relationship Library “users” are the people who come in for what they that is not in the best interest of the library or its users. want, find it, and get about their business. They seem to be a There are several concerns with this model. In the business bit more relaxed than customers. They may come in for a chil- world, the relationship between the customer and the business dren’s program or to get a video or check their e-mail. Often, is solely a financial one. A customer pays and receives goods or the broad range of services surprises them, but they may not try services in return. Service that is founded solely on the many of them. They have an agenda, a purpose. In my imagi- exchange of materials may, in fact, meet the customer’s needs: nation, users are mostly what we see these days. If they like Person A needs a widget and Company B gets it for them. what they get, they will support us in a budget vote, but they However, service that is founded solely on the fear of losing the are not deeply involved in the library as an institution. Their customer’s business rarely has the personal connection with the

PUBLIC LIBRARIES MARCH/APRIL 2004 83 user that is the hallmark of public librarianship. In an increas- of the library, our goal should be to provide the best service ingly virtual world, human contact and thoughtful personal possible. But names can influence service. service are among the most important things that a library can Of course, it is always an option to use the relatively neu- offer its users. With the expansion of technology into all parts tral term “users” for those people who come to the public of our lives, people often find themselves feeling adrift on a sea library. Perhaps this may actually be the best option, as it allows of context-less information. The librarian helps the library user us to focus more on the quality of service that we provide, rather put his or her needs into context and then finds the resources— than on the semantics of whom we are providing it to. information, stories, etc.—that nurture the user’s spirit. A common maxim is that “the customer is always right.” The term “customer” is only a surface By choosing to call library users “customers,” we are encour- manifestation of a deeper malaise. aging the abdication of some of our professional responsibili- —Sam Trosow ties. One of the defining characteristics of a profession is that its practitioners set the standards for the profession. Is the cus- tomer right when he or she calls for removal of materials that As Long as We Don’t Call he or she finds offensive? Is the customer right when demand- ing that more funds should be devoted to best sellers? As Lester Them Warthogs Asheim paraphrased Edmund Burke: “Librarians owe you, not their industry only, but their judgment; and they betray instead of serving you, if they sacrifice it to curry your favor.”3 Our Robbin Price calling as library professionals demands that we make difficult Former children’s librarian, Bellevue, Washington; decisions and that we take a broader view of the library and [email protected] support all of the interests in our communities. Businesses Before I address the “customer-patron-user” question, it’s important for the reader to know how much I hate to shop. I just don’t have the shopping gene that is dominant in every A common maxim is that “the customer proper female stereotype. One of the biggest reasons I don’t like is always right.” By choosing to call to shop is that I don’t trust salespeople. They are, after all, try- ing to sell me something, and it is in their interest to do so, library users “customers,” we are whether it is something I really need or not. “We don’t have the car you’re looking for, but we do have this one, which only encouraging the abdication of some of costs a little more and has only some of the features you don’t our professional responsibilities. want.” “Well, we don’t have it in black, but I can get it for you in this nice puce. . . .” I feel bombarded by advertisements, surrounded by com- panies, and under siege by long-distance phone service responding to customers make decisions based on what they providers. So I naturally shy away from the term “customers” expect to be the most profitable. However, libraries have a dif- in the library. In my warped imagination, library customers ferent bottom line—to build and support their communities. might expect something like this: Libraries look to their users for support. While this support is often financial, the role of users in lobbying for library needs Customer: “I’m looking for a book on the Civil War—” to funding bodies should not be overlooked. This role is closer Librarian: “Well, I’m afraid all our books on the Civil War are to the meaning of “patron” as defined above: one who sup- out right now, but we have some excellent books on the ports, protects, or champions. The patron also has a closer War of 1812.” bond to the institution than does a customer. A customer looks Customer:“Um . . . no, it needs to be the Civil War. My teacher to an institution for what he or she can get from it. A patron was really specific . . . .” also looks to an institution to provide services and resources, Librarian: “Well, how about I offer you two books on the War but in addition, a patron sees an intrinsic value in the institu- of 1812 and this nice Internet page about body surfing?” tion itself, beyond the exchange of goods and services. Customer: “What does body surfing have to do with the Civil When libraries call their users “patrons,” they are reflect- War?” ing the idea that the library and the user share a common goal Librarian: “Well, it’s very popular right now with customers of in building an institution that will support the community. your age. We consulted a focus group.” Unlike a customer-focused relationship, where each partici- pant is seeking the best financial deal, the patron-focused rela- Ridiculous? Of course. But it’s the scene to which the word tionship brings the two partners together to seek the best “customer” takes me. I wince at the idea that the library needs results for both. Ultimately, libraries will benefit most from an to be like everyone else out there to compete in the marketplace association where the organization and the users share similar for customers. The best thing about the library is that it is not goals and visions, rather than from one based on a financial like anyplace else. relationship. The library, for the most part, remains a haven from those Using the term “patron” does not mean that the public who want to sell us something. Sure, we pay for library services library does not expect to provide a high level of service for its with our taxes, but when we walk in the door, the specific users. In fact, library staff are more likely to feel a closer per- books, computers, information, and assistance are, as much as sonal connection to patrons than to customers, ultimately our poor systems can make them, free for those who need them. resulting in better service. Regardless of what we call the users We offer a place where people bend over backward to get you

PUBLIC LIBRARIES MARCH/APRIL 2004 84 the information you want, regardless of your personal ability to isfaction” and “give ‘em what they want” librarianship, to name pay. That’s still a rather radical concept in this world. just two. We know that instant delivery of the commodity of But let’s get back to the words at hand and the power they information simply isn’t the same thing as actually learning hold for me. Users? Too sterile—it makes us sound like a piece something about what is being looked up, yet that is the ideal of technology. Clients? We sound like a law firm or a financial model we are pursuing for our services. The democratic, public adviser. Customers? What, are we going to start supersizing sphere roles of libraries, as disseminators of rational, reasoned, orders and begin a “borrow one Newbery winner, get one free” and organized discourse, as a source of verifying or disputing program? Patrons? I still like this word. Most people can’t claims, and as a space for the inclusion of alternative views of afford to be patrons of the arts, so why not let them patronize society and reality have no place in the vision of the library as the libraries? the instant-satisfaction, fast-food equivalent of information. I have two final thoughts. First, just as most patrons view “Give ’em what they want” librarianship lacks any ideas of anyone behind a desk at a library as a librarian, I don’t think balance and assumes that the value of a library collection can they will really take note of what precise term we use for them, and should only be quantified through the popularity of its as long as we don’t call them warthogs (at least, outside of the titles and the satisfaction of our “customers.” While I am not staff room). And second, if we provide excellent service in those making the argument that we should be unresponsive to the areas unique to libraries—free access to information, a wide desires of our communities, such “customer”-driven librarian- range of books and materials for all ages, the shared passion for ship abandons a number of public sphere roles. The first of literature of all kinds, for all people—what we do will continue these is our role in organized social memory and rational dis- to have more impact than the words we use. We don’t have to course in a democracy. beat a corporate world at its own game. We offer something “Give ’em what they want” is essentially designed to mask unique. We mustn’t lose sight of that. a “customer”-driven version of librarianship, abandoning even Contributing Editor’s note: The next three essays contend the pretense of fairness and rounded representation in services that the use of the term “customer” implies a rejection of the tra- and collections. John Budd has identified this who-can-pay, ditional role of public libraries in furthering the common good. customer approach as a model in which a part (that is, the To explore this matter further, you may wish to read the chapter library user who will pay off as a customer) comes to stand for “On Customer-Driven Librarianship” in John Buschman’s the group as a whole.4 Under such circumstances, collections Dismantling the Public Sphere: Situating and Sustaining and services are winnowed to serve the “customer” and the Librarianship in the Age of the New Public Philosophy “privileged customers will be those who, in some way, con- (Westport, Conn.: Libraries Unlimited, 2003). Buschman sub- tribute to the [fiscal] end of the library.” mitted a shortened version of that chapter for this column, but In the end, “customer”-driven librarianship contributes to much of his discussion is captured in the Trosow essay below. For the change in how we think about democracy since it is only that reason and because of limited space, I have included here those who can “vote” with money or tax support who are only brief selections from Buschman’s submitted essay. meaningfully addressed by libraries. Inherent in this view is a deeply embedded doubt—even a cynicism—about the viability and desirability of democracy and pluralism. Librarianship— The Customer Model and which has prided itself on its vital role in democracy—is turn- ing that credo into empty lip service through its avid adoption Diminishing the Public Sphere of the “customer”-driven model. In the process, librarianship is chipping away at what remains of the democratic public sphere in our institutions. Those values exist within librarianship. John Buschman Otherwise, it could never be seriously argued that our institu- Collection Development Librarian and Department Chair, tions enable, enact, and embody much of the information needs Rider University Library, Lawrenceville, New Jersey; of a democracy. But under “customer”-driven librarianship, [email protected] democracy—and one of the necessary foundations of democ- racy in the form of a public sphere in which alternatives are Outside of a larger view of what is happening to public institu- possible to envision—is surely leaking away. tions, debating specifics (like library users as “customers”) without recognizing the interconnections among such trends in librarianship and similar developments in other parts of the The Difference between public sphere is futile. Almost all public institutions and areas of public life have experienced similar effects from the domi- Lightning Bugs and Lightning nance of business and market models. “Library patrons” as “customers” is merely a symptom of this, and these symptoms have been growing for a while. I am not suggesting that librar- Eli Edwards and Martha G. Krow-Lucal ianship should operate in a “pure” manner, completely apart Students at the School of Library and Information Science, from any influences by the business sector. That is clearly not San Jose State University, Calif.; [email protected]; realistic—or desirable. We have (appropriately) benefited from [email protected] adopting some business practices, and we do engage in some forms of “business” as we expend funds, make plans, build The role of libraries as business entities is an issue that has been buildings, buy supplies, etc. covered extensively in the professional literature of library sci- The misused “customer” metaphor in librarianship appears ence. There are growing concerns that libraries are losing sup- in many guises: the quest for instantaneous and correct infor- port due to competition from bookstores and the Internet. The mation delivery and the related quantification of customer “sat- question of what to call the people whom library workers strive

PUBLIC LIBRARIES MARCH/APRIL 2004 85 to serve is only one small part of the overall issue, but thence The commodification and sale of information have many the temptation to fight fire with fire, to use the language and proponents and practitioners within and outside the library techniques of retail and customer service. If adopting the profession. Libraries, particularly public ones, have historically nomenclature of customer service helps library workers of all had a role in preserving and facilitating access to the public stripes provide mindful, efficient, helpful, and professional domain and the information commons. Unfortunately, these service, why not? Does it make a difference what we call the same ideals are under considerable pressure from those who people who walk into the library looking for information? benefit directly from the commodification, not only of infor- Yes—words do make a difference, so let us use the one that mation, but culture at large. If we truly wish to serve our com- most accurately describes the actors and the actions we find in munities, we need to hold onto the concept of libraries as public a library. As that consummate verbal artist Mark Twain space open to all, rather than as commercial space open to the pointed out, “The difference between the right word and the highest bidder. almost-right word is the difference between lightning and a The library has been and should be thought of as primarily lightning-bug.” a public space and resource. Just as a bookstore cannot and What word we use depends on the definition of our terms should not furnish multiple copies of reference works, keep and on how we see what we do. In the Random House back issues of journals, hold resources for in-depth research, Unabridged English Dictionary, the first meaning for “cus- etc., libraries should not be in the business of supplying only tomer” is “one who purchases goods from another; a buyer; a multiple copies of current best sellers. There is a traditional Yiddish question that captures the importance of not imitating slavishly: “az ikh vel zayn vi er, ver vet zayn vi ikh?”—“If I’m going to be like him, who’s We should be proud of that system of going to be like me?” Libraries are not simply bookstores equity and of the attempts we as a with a different bottom line; they are community resources and preservers of cultures. We know of no institution that profession make to lower barriers of could plausibly take their place if libraries were to stop doing this work. At our best, our missions, strategies, pro- access to information of all kinds. Our cedures, and day-to-day operations allow us to serve people, terms should match our efforts in the short and long run, in ways that make the term “cus- tomer” wholly inadequate. in this regard. Libraries should acknowledge the communitarian aspects of our operations; it’s how we work, so why hide that? And how can libraries communicate noncommercial values to those who come to them if the rhetoric is commercial? No—in our patron.” This is an inaccurate description of library activity opinion, people use libraries, they do not purchase from them. and, from our perspective, an undesirable one. First of all, peo- Thus, such people should be called “users,” not “customers,” ple who come into the library don’t purchase goods or infor- both for the sake of accuracy and as a reminder that we form mation from us; there is no change of ownership involved in the part of one of the most practical, democratic and valuable transactions. Secondly, and in our eyes more importantly, the movements in existence today. library paradigm should not be a commercial one, unless we think such maxims as “the customer is always right” and “let the customer (=buyer) beware” describe or should describe accurately our interactions in libraries. Terminology Is Important Public libraries are a tradition that sets our country apart from most other countries and cultures. Free access to wide- ranging works of reference and recreation is far more con- Samuel E. Trosow stricted in most other parts of the world. When Marti Assistant Professor, Faculty of Information and Media Studies Krow-Lucal lived in Madrid in 1970–71, there were seven and Faculty of Law, University of Western Ontario; branches of a biblioteca popular in the entire city. These bib- [email protected] liotecas were more like reading rooms: nothing circulated. At the time, Madrid was a city of more than 3.3 million people, so There is a growing tension between the rationale for public the ratio was one reading room for every 472,000 people. service delivery and the principles of the market, which fosters Moreover, the official state libraries (the National Library, the the commercialization and commodification of services previ- National Historical Archive, etc.) were not open to the general ously within the scope of the public sector. Public library serv- public; only college students and professional people were ices, along with education and heath care, are prime examples allowed in to consult materials. People who wanted to read a of areas coming under increasing pressure for commodification book had to find it in a store and buy it—or borrow it from and commercialization. While the mission of public libraries is someone who had done so. Upward mobility through access to grounded in broad societal goals that justify a model of service reading materials was not on the horizon. Marti came away delivery that relies on public funding and that operates outside with the conclusion that our public libraries represent a better the constraints of private markets, there is a growing tension and more equitable system than the one she experienced in between public service delivery and the principles of the mar- Spain. We should be proud of that system of equity and of the ket, which seek to reduce all human interactions to exchange attempts we as a profession make to lower barriers of access to transactions. At a time when public libraries face increased information of all kinds. Our terms should match our efforts in financial pressures and competition from the private sector, this regard. librarians, their associations, and library school educators

PUBLIC LIBRARIES MARCH/APRIL 2004 86 should be making every effort to emphasize the crucial differ- motion of products where “advertising, public relations exer- ences between the purposes, motivations, and values of public cises and product promotions are the primary mechanism.” services compared to those provided through the market. The related process of commodification involves the imposi- Yet there is an increasing tendency for library practitioners, tion of exclusion mechanisms on goods and services that oth- their associations, and educators to mimic the practices, meth- erwise exhibit public goods tendencies, so that their allocation ods, and terminology of the market. This tendency is most vis- and distribution can become subsumed within the logic of ible in the growing usage of the term “customer” to describe market exchange. Instead of focusing on the inherent human the persons to whom libraries provide service. The ideology of needs satisfied by a product or service, commodification the market, wrapped in the seductive rhetoric of the informa- focuses on organizing production and distribution based on tion society and the age of electronic networks, provides a way what the goods or services will command in exchange. out of the perceived crisis of librarianship. The fears of being Privatization, first the contracting-out of particular segments left behind, of not getting on board the train pulling out of the of library functions and services (cataloging, collection devel- station, of not being responsive to change, and of not staying opment, electronic reference) and ultimately the surrender of competitive with other claimants on a shrinking public purse, the entire operation to a private entity (see The Privatization all act to dull our collective sensibilities, and we become ever Center of the Reason Public Policy Institute at www. more vulnerable to the seemingly irresistible lure of market val- privatization.org/database/policyissues/libraries_local.html ues. While the use of the term “customer” is only a surface and Library Systems and Services, LLC at www.lssi.com for manifestation of a deeper malaise, it is worthy of analysis as it particular examples) is potentially the end result of commer- will help to recognize other tendencies at work underneath the cialization and commodification. surface which are eroding the normative base of our field. In Constructing the library user as a “customer” is a requisite other words, while using the term “customer” may seem to be to the process of commercialization, commodification, and pri- only a semantic concern, its significance and repercussions go vatization, and its usage has a corrosive effect on the values of much deeper. Terminology is an important reflection of our public library services. We should think very carefully about deeper practices and values. Our discursive practices tell much these implications before we casually use the term. ■ about the who, what, why, and how of library services; who we are, who we are serving, what we do, how we do it, and why Note: The contributing editor would like to thank his spouse, we do it. Noreen Cullen, who regularly provides editorial assistance with What is the rationale for the persistent use of the term this column. “customer” and what accounts for its increased usage? John Buschman identifies various themes that recast the library user as a customer and that have converged into what he calls “cus- The purpose of this column is to offer varied per- tomer-driven librarianship.”5 Relying on quantitative measures spectives on subjects of interest to the public library of accountability, looking to modern bookstores as a model for profession. All correspondence should be directed to the contributing editors. Hampton (Skip) Auld service delivery, and focusing on marketing and public relations is Assistant Director, Chesterfield instead of outreach, all contribute to the adoption of the cus- County Public Library, 9501 Lori tomer metaphor. Buschman concludes that “under customer- Rd., Chesterfield, VA 23832-0297, (804) 748-1767; driven librarianship, democracy—and one of the necessary [email protected]. Nann Blaine Hilyard is foundations of democracy in the form of a public sphere in Director, Zion-Benton Public Library, 2400 Gabriel which alternatives are possible to envision—is surely leaking Ave., Zion, IL 60099; [email protected]. away.”6 I would take the issue a step further. By failing to resist the lure of the ideology of the marketplace, we weaken our- selves in the long run and make it all the more difficult to resist References further market-driven incursions into the realm of information 1. Laura B. Raphael, “Five Reasons Why Public Libraries Should services. We neither enhance the image of librarians nor Serve ‘Customers’ (Not Patrons),” Public Libraries 43, no. 2 demonstrate the value of our services by constructing our con- (Mar./Apr. 2004): 81. stituents as “customers.” Succumbing to the ideology of the 2. Leonard Kniffel, “Libraries Aren’t Bookstores, and Patrons Aren’t marketplace by appropriating its practices and terminology Customers,” American Libraries 28, no. 7 (Aug. 1997): 38. only weakens the claim that information should be provided as 3. Lester Asheim, “Selection and Censorship: A Reappraisal,” Wilson Library Bulletin (Nov. 1983): 180–84. a social good. By framing our practices in the terminology of 4. John Budd, “A Critique of Customer and Commodity,” College market values, we negate the tensions that exist between social & Research Libraries (July 1997): 310–21. and market models and open the door to further commercial- 5. John Buschman, Dismantling the Public Sphere: Situating and ization, commodification, and ultimately, privatization. Sustaining Librarianship in the Age of the New Public Philosophy (Westport, Conn.: Libraries Unlimited, 2003), 109. Ruth Rikowski dissects the meaning of library commer- 6. Ibid., 123. cialization as involving “the creation of markets or quasi- 7. Ruth Rikowski, “The Corporate Takeover of Libraries,” markets in libraries.”7 This is a view of the library “as a site Information for Social Change, no. 14. Accessed Nov. 24, 2003, for selling products and services” and as a place for the pro- www.libr.org/ISC/articles/14-Ruth_Rikowski.html.

PUBLIC LIBRARIES MARCH/APRIL 2004 87 Book Talk provides authors’ perspectives on libraries, books, technology, and information.

PJ: I’m just finishing up the third edition of Connecting Young Adults and Libraries for Neal-Schuman. The first edition was published in 1992; the second in 1998, and this one should be out in 2004. I’ve got two co-authors who are both “frontline” teen librarians—Michele Gorman and Tricia Suellentrop— How Things Change working on this edition. I’ve done three other professional books for Neal-Schuman: A Core Collection for Young Adults (with Patricia Taylor and Kirsten Edwards, 2003), Running a An Interview with Successful Library Card Campaign: A How-to-Do-It Manual for Librarians (2002), and Do it Right!: Best Practices for Patrick Jones Serving Young Adults in School and Public Libraries (with Joel Shoemaker, 2001). I also wrote the book New Directions for Library Services to Young Adults (with Linda L. Waddle, ALA Editions, 2002) for YALSA, and I wrote What’s So Scary About Amy Alessio R.L. Stine as the first volume in Scarecrow Press’ YA lit series (1998). uccessful young adult librarians know that Connecting I’m not really working on any professional books or arti- SYoung Adults and Libraries by Patrick Jones (Neal- cles right now, but that always seems to change. Depending on Schuman, 1998) is an essential resource that provides down-to- how Things Change is received by teens and librarians, I would earth advice and realistic goals that will work in any library. like to do more teen fiction, as well as work on a nonfiction Jones has also written several other works on services to young book for students about the Flint, Michigan, sit-down strike adults or children. In addition, he has been involved with many (December 30, 1936–February 11, 1937) which is often con- award-winning initiatives including the after-school ASPIRE sidered to be the birth of the United Auto Workers and is one program and library card challenges through the Houston of the most significant events in labor history. Public Library. Jones has conducted workshops (visit www. connectingya.com for more information) in all fifty states. His PL: How many workshops have you taught? workshops are often unforgettable events for the participants who have enjoyed his dynamic style and sense of humor. He has PJ: I’m pretty sure that I’m the only young adult services trainer advocated for young people and the librarians who serve them to make presentations in all fifty states, as I finished up with through several organizations. While any one of those accom- Mississippi and Arkansas in February 2004. I’ve done a lot in plishments would make a career, Jones has recently found yet Canada, as well as presentations in New Zealand and another way to reach teens—he has become a fiction writer. Australia. This new edition of Connecting has over three hun- Things Change (Walker & Company, 2004) is a compelling dred “best practices” I’ve picked up in the past couple of years. story of dating violence. Amy Alessio interviewed him via e- From Maine to Hawaii and everywhere in between, people are mail in October 2003 to discuss this new venture. doing amazing things to connect young adults and libraries. In the past dozen years, I’ve done well over 300 training work- Public Libraries: How did you get interested in serving young shops and trained over 5,000 library staff members about teen adults? services.

Patrick Jones: I was working as a reference librarian for the PL: Your titles Connecting Young Adults and Libraries and Chatham Effingham Liberty Regional Library in Savannah, New Directions are considered core reading for young adult Georgia, in 1986. We did lots of reference work with teens, but services. What new trends do you see emerging as more I mostly found it frustrating, I didn’t really enjoy it, and I also libraries develop programs to serve YAs? didn’t really cope well with some of the behavior issues. I finally decided that rather than always reacting to teens, I PJ: One section in the new edition of Connecting is about just would be proactive. With another librarian, I put together a this: ten trends in services to teens, such as new teen spaces, library instruction program for high school students. That also increased youth involvement, a focus on outcomes, the adop- led to my professional article: “What to Do When the World tion of new formats for libraries like graphic novels, and the Book is Missing: A Program of Public Library Instruction for increased emphasis on library work contributing to positive 1 High School Students” I found changing my attitude toward youth development. Connecting is about how to turn these teens (and working with them on their turf) to be a rewarding trends into concrete services: it is a how-to-do-it manual. The experience. I was hooked. I applied for a YA job in Springfield, purpose of the YALSA book was different. In that case, I was Massachusetts, and have never really looked back. speaking not just for myself, but for the association as I out- lined a vision of YA services, listed the core values of the pro- PL: How many professional books have you published? And fession, and provided roadmaps to planning services—all how many are you currently working on? within the broader context of youth development.

PUBLIC LIBRARIES MARCH/APRIL 2004 88 PL: When did you get interested in book at various stages, really writing fiction? How is it different helped me transform a very rough from your professional work? manuscript into something that I think teens will enjoy reading. I PJ: Everything is different about hope. writing fiction. My professional writing is based on what I’ve expe- PL: Which authors inspire you? rienced, heard about, or Do you see some gaps in teen lit- researched. I see professional writ- erature that your writing may help ing as trying to answer questions fill? Did you find what you that others might have about pro- wanted to read as a teen? viding a service. Professional writ- ing is about sharing knowledge, PJ: Two authors who have had a wisdom, and information, while I big impact on me were Sara Ryan think that writing fiction is about and Christopher Paul Curtis. Not trying to create an emotional expe- so much in their style, but by what rience in a reader. they inspired in me: mostly jeal- What I found most different ousy. Sara is a YA librarian, and about the two experiences is the she published a great first YA role of the editors. For the most novel (Empress of the World, part, the editors at the professional Patrick Jones Viking, 2001) and that certainly magazines and publishers care helped kick me in the right direc- most about content. I don’t think tion. I was inspired by her process I’ve ever done more than two drafts of a book or any article. of working with a group of teens as she was writing, and I did Some editors totally reorganize everything, and that’s okay the same, having two different book discussion groups read because the main thing they want is content. Working with the Things Change in manuscript form to provide authentic teen editor for this novel, Emily Easton at Walker & Company, was feedback. Christopher Paul Curtis inspired me not just because so hard, but in a good way. She asked hundreds of questions he’s from Flint, Michigan, like me (not to mention Jon Scieszka and made me do the work to figure things out, or rather try to and Michael Moore), but it was during his Newbery speech sit- let the characters figure things out. ting with the folks at Walker that I finally decided to get seri- I guess the biggest difference for me is the amount of time ous about publishing Things Change. that I worked on the manuscript. The longest any professional Two other authors who inspired me were Chris Crutcher book ever took me from start to finish was about fourteen and Rob Thomas. I figured if I could write a book even half as months—the first seven filled with research and writing and the good as Chinese Handcuffs (Greenwillow Books, 1989) or Rats last seven with editing and the production. The main character Saw God (Simon & Schuster Books for Young Readers, 1996), in Things Change is seventeen, which is as many years as it that would be something. I didn’t read any YA literature when took me to publish the novel. I wrote the first version in spring I was a teen. The only novel I recall reading outside of school 1987 after three things came together. First, I’d just finished up was Carrie by Stephen King. a few days hosting a young adult author visit. The author was Finally, Bruce Springsteen is also a huge inspiration to me. well respected in the field, but sadly, just wasn’t very interest- The Boss isn’t from Flint, but he could have been. I think part ing. I got to thinking, “If this guy can be a charisma vacuum of Things Change is about the situation Bruce lays out in and write, then why not me?” Second, this was a time when I “Thunder Road” except when the character in the song says, was reading lots of YA novels, and I remember reading three or “I’m no hero, that’s understood,” he doesn’t mean it. I won- four in a row that were just terrible; preachy and false. Again, dered, “What if this character was more of an anti-hero? What even though I’d never written fiction, I thought I could do bet- if he could talk the talk, but was too afraid to walk the walk?” ter and couldn’t imagine I could do much worse. Finally, very That’s the Paul character. soon after this author visit and the the streak of bad teen nov- els, I took a long road trip to visit my pal Chris Lehmann, now PL: Things Change is set in Flint, Michigan. How many years deputy editor at the Washington Post Book World, and during did you live there? Did you revisit to research the book? the time in the car, recorded ideas for the book on a tape recorder. I typed—yes, this was before computers—the whole PJ: Well, in order to protect the innocent, I actually moved the thing on legal-size paper over a long weekend. setting down Interstate 75 a few miles to Pontiac, but it is still Well, lots of things happened over the years, and while I about the story of two teens growing up in a hometown that worked with it off and on, I knew it wasn’t going anywhere has seen its glory days. I lived in Flint for the first twenty-two because I was too busy with other things. Just before we moved years of my life, and I get back there about four times a year. up to Minneapolis, I decided to get serious about it and got the People ask me if I saw Michael Moore’s film Roger and Me, first “new” version of the book to Easton in summer 2000. I and my stock answer is “No, I lived it.” In fact, Michael Moore rewrote and rewrote up until summer 2002 when I finally got helped me with my short-lived high school underground news- to stick a fork into it: it was done. I think the only things that paper. Flint really shaped me, but I’m the only person in my didn’t change from that 1987 version to the final one were the extended family never to draw a paycheck from General first line and the last line. Everything in between was reworked. Motors. I shot a video with a friend about Flint in the 1980s Easton, as well as some YA librarian colleagues who read the called Ghost Town in the Making. Flint is a case study in the

PUBLIC LIBRARIES MARCH/APRIL 2004 89 de-industrialization of the U.S. economy coupled with the crip- catalog it under “dating violence – fiction,” I think in Johanna’s pling effects of racism to produce a city that normally leads the story are the core conflicts of teen life, such as the issues of nation in per capita murder and lands near the bottom in any independence, acceptance, excitement, and identity. These are the same core elements that I write about often as the founda- tion for connecting young adults and libraries. I didn’t really set out to “show” anything about dating violence; instead I wanted I didn’t set out to write a “movie of the to write a coming of age story. I think Johanna is a character week” problem novel. So while we’ll that many young women who read YA novels will relate to, perhaps not so much in the exact circumstances of her life, but catalog it under “dating violence – rather in the emotions she experiences as her life changes, sometimes faster than she can control. fiction,” I think in Johanna’s story are the core conflicts of teen life, such as PL: What fiction are you working on now? the issues of independence, PJ: I’ve been working now and then on a teen novel with the working title of nail. The title of the book, and the theme, acceptance, excitement, and identity. emerges from a Japanese expression: “The nail that sticks out gets hammered.” The main character this time is going to be a young man who is a nonconformist. This leads him into con- ratings of quality of life. I was just back there to do a training flict with some kids at his school, but mostly with his father. If workshop, and while it is down, it is not out. The YA librari- “Thunder Road” and other Springsteen songs stimulated the ans at the Flint Public Library are doing great work under dif- writing of Things Change, then REM and the song “All the ficult circumstances. Way to Reno” (the video of the song was, surprise, directed by Michael Moore) are the fuel for this next work of fiction. The PL: Are there parallels between your experiences growing up in book will also be set in Pontiac, aka Flint, but the experiences Flint and those of your characters? of the teens, like those of teens I work with at a juvenile cor- rectional facility in Minneapolis, are more the guts of the book PJ: Yes and no. In early versions, the book was far too autobi- rather than mining my own teen years. Okay, there are some ographical to be interesting or not be too embarrassing. As I similarities. The main character in nail just happens to be a worked more on it, the story shifted from the male character huge fan of professional wrestling. Go figure. ■ Paul to the female character Johanna. In doing so, layers of per- sonal experience got stripped away as the characters took on a life of their own, and a minor incident in the first version of the Amy Alessio is the Teen Coordinator at Schaumburg Township book became the focal point for the story. While the setting of District Library in Illinois; [email protected]. She interviewed Patrick the book is Flint, aka Pontiac, violent dating relationships hap- Jones via e-mail in October 2003. If you have any suggestions of pen everywhere. authors you would like to see featured in Booktalk, or if you are interested in volunteering to be an author-interviewer, contact the PL: Dating violence is a growing concern today. What were you contributing editors: Kathleen Hughes is Managing Editor of Public trying to say about that issue? What do you hope readers will Libraries, and Brendan Dowling is the Editorial Assistant. Both can take away from reading Things Change? be reached at the Public Library Association, 50 E. Huron St., Chicago, IL 60611; [email protected]; [email protected]. PJ: One recent study I read indicated that something like one in ten teen girls are involved in violent dating relationships. In 1987 when I wrote that first draft, there wasn’t a single YA Reference book about the subject of dating violence. Nor were there books exploring the physical intimidation of teenage girls by 1. Patrick Jones, “What to Do When the World Book Is Missing: A Program of Public Library Instruction for High School Students,” teenage boys, which I saw in libraries and schools on a regular RQ 26 (fall 1986): 31–34. basis, and that hasn’t changed. At the same time, I didn’t set out to write a “movie of the week” problem novel. So while we’ll

Smartest Card @ Your Library Campaign

An exciting new campaign to help promote the value of your groups in your community. The official campaign launch will library and public libraries nationwide was unveiled to pub- be September 2004—National Library Card Sign-Up Month. lic librarians at the PLA National Conference in Seattle. The In the meantime, we want to hear from public librarians PLA/ALA Smartest Card @ your library campaign will about the campaign and what will help them most. This cam- reach out to national media and decision-makers to deliver paign is designed especially for you. The campaign must com- our message. The campaign will provide sample press mate- plement and enhance local marketing efforts. Please complete rials, posters, downloadable art, and other promotional the online survey (see www.pla.org) and tell us what you materials to help get public attention and reach out to key think about this new initiative.

PUBLIC LIBRARIES MARCH/APRIL 2004 90 Internet Spotlight explores Internet and Web topics relevant to librarians in the public library sector. Your input is welcome.

particular titles, although currently only one lesson plan is available. Their searchable catalog of titles is included as well. The search interface offers one text box, and Boolean operators and truncation may be used. Search hints and tips are provided, Comic Book and and results may be viewed with or without the search terms highlighted. Entries include a description of the item along with Graphic Novel a review. Comic Book Resources (CBR) (www.comicbookresources. com) offers numerous resources for any level of comic book fan. Resources Sections of the site include news, columns, community, and resources. News pieces cover daily news within the comic book industry for writers, artists, characters, series, or even corporate activities. Archives of the new pieces date back to 1998 or 1999. Leslie D. Hurst News briefs also include artist or writer interviews and full- length articles. Columns include feature opinion/editorial pieces, ike many library professionals, it excites me to get people gossip/rumors, an oddball comic column, commentary and Linterested in reading, especially children and young adults, reviews, and a satire column. Each author injects his or her own which is why I advocate for the use of comic books and graphic personality into their columns for entertaining reading. Archives novels in public libraries. Many readers are attracted to this from previous columnists are also available. genre, and it is a great way to satisfy current readers and attract CBR also offers a community forum that includes Comic new ones to the joys of reading. Some think comics or graphic Chat and more than forty other forums. The forums are organ- novels are not legitimate pieces of art or literature, considering ized by publisher, CBR topics, or miscellaneous topics. Other them a lowbrow form of entertainment. However, there are resources this site offers include the CBR retail store; an e-mail many superb writers in the comic industry who have made the discussion list; the monthly Previews catalog (text only) from genre a genuine art form, and librarians are noticing by adding Diamond Comic Distributors, a new comics list, TV theme comic books and graphic novels to their collections. song sound files, a comic book store locator, and a Link The following examples are some of the numerous Web Database to a directory of other online comic resources. The resources dealing with comic books and graphic novels. This Link Database organizes its links by topic or publisher, with list is by no means comprehensive, nor do I claim these as the further subdivisions by character. The site does have a search best sites. Rather, they are representative of each type of comic option, and the pages are colorful, well organized, and easy to book/graphic novel Web resource, since many of them have dif- navigate. Although this site lacks information about the people ferent types of audiences and thus take on different content. contributing and creating these pages, contact information is Web resources consulted ranged from comic book or graphic given for the entire staff. Keeping in mind the superior design novel publisher Web pages, independent review sites, distribu- and content within these pages, it’s relatively safe to say that tor Web pages, resource pages, subject directories, search this is a valid comic resource. engines, and electronic discussion lists. Recommended Graphic Novels for Public Libraries The Diamond Bookshelf (http://bookshelf.diamondcomics. (http://my.voyager.net/~sraiteri/graphicnovels.htm) is compiled com) is an excellent resource for selectors and reference librarians. by Steve Raiteri, a young adult librarian at the Greene County Compiled by the largest distributor of English-language comic Public Library in Ohio. Raiteri’s experience in buying graphic books, graphic novels, and comics-related merchandise, this site novels for his library system and as a graphic novel reviewer for offers reviews, lists of selected titles for particular audiences, les- Library Journal shows in his site, which contains selective lists son plans, cataloging tools, a searchable catalog, and a glossary of of titles he recommends for young adults, ages twelve to six- sixteen comic terms. This site also offers six different ways to teen. Titles aimed at adults or children are not included, and order titles, with libraries receiving a 25 percent discount. most of the recommended titles remain in print. Comic and graphic novel reviews are from industry pro- Titles are arranged by categories, like Spotlight Titles, fessional Katharine L. Kan. Review archives are also available. Superheroes from DC Comics, or Fantasy/Science Fiction. The one-page reviews include other information helpful to Titles within these categories appear to be arranged in no par- librarians besides the standard title, author, illustrator, and ticular order. Book information includes the title, ISBN, price, physical layout information, such as Dewey classifications, sub- and publisher. Most titles are trade paperbacks, although it is ject headings, and categories (i.e., Children’s Fantasy, Young noted when the books are available in hardcover format. Adult Humor). Lists of selected titles are specially created with This resource also includes two subsidiary pages. One pro- classrooms and libraries in mind, and are grouped by audience vides a list of thirty graphic novel titles for new collections, (Childrens, Young Adult, Adult, and Reference works) and fur- while the other links to other comic and graphic novel Web ther by topics (action/adventure, fantasy, humor). All recom- sites librarians may find helpful. Raiteri updates the page with mended titles in this section are suitable for display. Qualified new entries in red text, and a last updated date is provided at educators may contribute lesson plans to the site focusing on the top of the page.

PUBLIC LIBRARIES MARCH/APRIL 2004 91 No Flying, No Tights (www.noflyingnotights.com) is a site is updated daily. Users may search for comics by title, publisher, created and maintained by library science student Robin cover artist, date of publication, issue number, story title, writer, Brenner and her friends. It contains three comic review sites, penciler, inker, or character. The search interface is clean and one each, for kids, teens, and adults, of which No Flying, No easy to use with drop-down menus that include options for Tights was the first. The Sidekicks page for kids contains core refining searches. However, no help or tips are provided for lists of recommended titles under various topics, like top ten, using the drop-down menus nor is advice provided when your titles by type (picture books or chapter books), and titles by search produces no hits. Search results may be sorted by title, date, issue number, or publisher. Individual item records offer details for each of the search features above in addition to the number of pages, the original cover price, the print run, format, The Comic Book Database is a free bibliographical notes, and an image of the cover when available. database of more than 20,000 comic This site also offers a small glossary of fourteen common graphic novel and comic book terms as well as definitions of books dating back to 1939 and is their search fields, like “penciler” or “flashback.” Definitions are brief, and this feature would be better if more terms were updated daily. Users may search for covered. In addition, information about the creator(s) of this comics by title, publisher, cover artist, resource is lacking, although you may e-mail feedback to them. Thus, users may want to contact the creator or consult addi- date of publication, issue number, story tional sources to confirm their findings. title, writer, penciler, inker, or character. The Comics Journal (www.tcj.com), owned and operated by a leading comic book publisher, Fantagraphics Books, cov- ers the comics medium from an arts-first perspective. The Comics Journal offers industry news, professional interviews, genre. Reviews are included for each recommendation as is the and reviews of current work from various publishers on a author, publisher, and ISBN. Some of these titles are children’s monthly basis. Reviews, news, editorials, and some features are books rather than comics or graphic novels. accessible with archives back to 2001. No Flying, No Tights is the section that reviews graphic Investigative news stories and reviews offer unbiased criti- novels for teens. It includes a new reviews section and a news cism of popular works. They also preview comics in their New and gossip section. The news section is only updated a few Comics News and On the Boards sections. Perhaps the most times a year, while new reviews are added monthly. Users have useful feature for librarians on this site is the archives, which the option of signing up for an e-mail notification when new are organized into categories including issue number, reviews are posted. This site also has genre sections such as sci- newswatch, interviews, reviews, essays, and online features. ence fiction, humor, superheroes, or action/adventure. A col- The categories are further divided into subcategories such as lection of core lists offers suggestions for librarians and author, subject, or format. Audio archives of interviews are also teachers with reviews linked to the titles. Contains creator, available, as are links to outside sources like the weblog title, and publisher indexes that offer a great search tool of Journalista and another comic review site, Dogsbody. their reviews. Comic Book Websites (www.comicbookwebsites.com) is a The Lair section of this resource is geared toward adults comic book directory and search engine that was launched in and teens, and distinguishes between those graphic novels and 2000. The home page consists of a message board and market- comics that walk the line between teen appeal and more adult place, with the Wahoo directory links to the left. Directory content. The organization of this section mirrors that of the No headings include auctions, biographies, characters/teams/titles, Flying, No Tights section. This page may still be under con- checklists, conventions, creators’ fan sites, creators’ official struction as there aren’t any reviews for new titles posted yet. sites, general resources, the history of comics, images, mailing All three sections provide links with definitions, explana- lists, miscellaneous, news, newsgroups, online comics, organi- tions, frequently asked questions, a note to teachers and librar- ians, and links to other resources. Each section demonstrates continued on page 118 good organization and design while also providing staff biog- raphies and contact information. Comic Books: Internet Resources (http://ublib.buffalo.edu/ libraries/asl/guides/comics.html) contains briefly annotated Publisher Web Sites online comic book resources compiled by Michael Lavin, arts and sciences librarian at the University of New York at Buffalo. Archie Comics www.archiecomics.com Presented are several categories under which links are included, CrossGen Comics www.crossgen.com such as Internet Portals and Guides, Online News and Dark Horse Comics www.darkhorse.com Previews, Magazines and Journals, Comic Book History, and DC Comics www.dccomics.com Bibliographies. Sections of particular interest to librarians Elfquest/Wolfrider Books www.elfquest.com might include Commentary and Reviews, Collection Fantagraphics www.fantagraphics.com Development Tools, Recommended for Libraries, and Image Comics www.imagecomics.com Resources for Teachers. This resource is a great starting point Marvel Comics www.marvel.com for anyone beginning their research or collection, and is a valu- Tokyopop www.tokyopop.com able source for librarians and comic fans alike. Viz Communications www.viz.com The Comic Book Database (www.cbdb.com) is a free data- Wildstorm www.wildstorm.com base of more than 20,000 comic books dating back to 1939 and

PUBLIC LIBRARIES MARCH/APRIL 2004 92 OCLC 93 Tech Talk explores issues that public librarians face when they offer electronic services and content. It aims to create a bridge between the practical and theoretical issues related to technology.

SEFLIN (Southeast Florida Library Information Network, Inc.) offers a portal, Mylibraryservice.org, to the customers of Customer Service its twenty-five member libraries. The service allows visitors to search all databases simultaneously, access specific databases, through Technology limit a search to library catalogs, or perform an article search that targets periodical databases.

A. Paula Wilson RFID (Radio Frequency Identification) Technology ibraries often face shrinking budgets, frozen positions, and Ldecreased hours at one time or another, but must always prove There has been a great deal of interest in installing RFID technol- their worth by showing increased usage statistics, regardless of the ogy in libraries. Companies like 3M use RFID technology to cre- economic landscape. How do libraries continue to offer great cus- ate systems that allow customers to check out and return tomer service in spite of decreased staff and fewer resources? materials without staff assistance. It’s a very simple concept Luckily for libraries, building a sound technological infrastructure anchored in a highly technological process: “Radio frequency of customer-oriented services helps to level the playing field. identification, of RFID, is a generic term for technologies that use Many innovations have replaced labor-intensive procedures that radio waves to automatically identify individual items. There are devoured staff time, and also provide a user-friendly experience several methods of identifying objects using RFID, but the most for library customers. Through common protocols, industry stan- common is to store a serial number that identifies a product, and dards, and specifications, library vendors are able to collaborate perhaps other information, on a microchip that is attached to an more than ever before. Here is just a sampling of some of the tech- antenna (the chip and the antenna together are called an RFID nology that keeps our customers loving their libraries. transponder or an RFID tag). The antenna enables the chip to transmit the identification information to a reader. The reader converts the radio waves returned from the RFID tag into a form Web Portals and the Catalog that can then be passed on to computers that can make use of it.”2 After customers have selected their materials, they place Many libraries have developed a Web portal either through their library card on the machine, the machine reads the bar- their library catalog or through software that allows customers to perform a broadcast search of the catalog and licensed data- bases. “A portal is a single user interface for access to many electronic resources. It may include: A library’s own catalog, Web Portals the catalogs of the other libraries, online reference services to Selected Web Portal Vendors which the library subscribes, selected Web sites, and even the MuseGlobal Internet as a whole.”1 4001 South 700 East The library catalog has evolved from a text-based, com- The Woodlands, Tower 1, Suite 220 mand-driven system which enabled regurgitation of MARC Salt Lake City, UT 84107 records to a robust and attractive Web-based search engine www.museglobal.com encompassing the library’s print and electronic collection. Library portals have also evolved through vendor-supplied Webfeat OPACS that now include the services and collections of many 3-1 Park Plaza companies. Such strategic alliances allow customers to view a Old Brookville, NY 1545 dynamically created best-seller list with links into the catalog, (888) 757-9119 local weather, and a search box that allows simultaneous www.webfeat.org/contact.html searching of other catalogs in addition to subscription data- bases and seamless access to interlibrary loan and chat refer- ence software. The catalog also has customer-oriented features Additional Resource on Web Portals such as e-mail notification of holds, the ability to view account Richard Boss, “Library Web Portals,” PLA Tech Notes, information, create a reading log, and set up search agents that Feb. 2002. Available at www.ala.org/Content/ systematically run at user-specified times. Libraries can cus- NavigationMenu/PLA/Publications_and_Reports/ tomize their portal Web site with customized graphics and more Tech_Notes/Library_Web_Portals.htm. Accessed details on library materials like cover art, table of contents, first Nov. 1, 2003. chapters, and book reviews. Many library catalog vendors offer portal packages and may work with the vendors listed below.

PUBLIC LIBRARIES MARCH/APRIL 2004 94 code and identifies the customer. Customers then place a book Serving Remote Areas under the barcode reader. In some cases, customers can actu- ally check out a stack of books at once. Upon returning mate- While libraries continue to serve customers coming into their rials, customers receive a receipt listing the items that were buildings, they may miss out on the people who find the library returned. Materials may move on a conveyer belt on the other inconvenient because of its location or hours of operation. side of the wall where they are sorted by format, owning Most homebound services require proof of immobility and library, or routed to another bin if another customer has limit the type of materials that customers can receive. Perhaps requested the item be held. Additionally, library staff can per- libraries should investigate the possibility of mailing library form inventory projects in the stacks without removing items materials to other user groups. [Feature Editor’s Note: See by using a shelf-reading wand. RFID technology enables to “Your Books Are in the Mail: Launching a Books by Mail move inventory swiftly, thereby getting materials into the Program” by Karen Strauss in the January/February 2003 issue hands of customers faster. of Public Libraries for more information.] Some libraries are contemplating the possibility of remote lockers to deliver mate- rials to customers not served by a building. The normal proce- Scheduling Computers, Rooms, and Classes

Since the large influx of publicly accessible computers in libraries, managing them has drained public library staff of Scheduling Technology time, energy, and patience. Additionally, some libraries offer Selected Vendors of Scheduling Technology public spaces in the form of meeting rooms, study rooms, the- aters, and other spaces that customers want to use. Smart Access Manager (Comprise Technology) Management of these resources is extremely labor-intensive and 1026 Route 26 East includes the creation of policies on usage, cash-handling proce- P.O. Box 425 dures, and reservation booking. Class registration in a multi- Navesink, NJ 07752 branch system is equally taxing. Many of the vendors who offer www.comprisetechnologies.com solutions for computer reservations also do so for room reser- vations. Additionally, many of these same vendors offer prod- CybraryN Solutions (Computers by Design) ucts to manage money transactions through credit cards, debit 800-THE-TOWN cards, and coin boxes that allow customers to add value onto www.cybraryn.com smart cards. EnvisionWare 333 Swanson Drive, Suite 102 Lawrenceville, GA 30043-8537 1-800-216-8370 RFID GuardianNet (3M) Selected RFID Vendors http://cms.3m.com/cms/US/en/2-115/cerlRFW/ Checkpoint Systems view.jhtml 101 Wolf Drive 3M Center Bldg. 225-4N-14 Thorofare, NJ 08086 St. Paul, MN 55144-1000 1-800-257-5540 www.checkpointsystems.com/content/rfid/success.aspx Pharos 333 W. Commercial St., Suite 3500 3M Library Systems East Rochester, NY 14445 3M Center Bldg. 225-4N-14 (888) 864-7768 St. Paul, MN 55144-1000 www.pharos.com/products/uniprint.asp 1-800-328-0067 http://cms.3m.com/cms/US/en/2-115/cerueFD/ TELUS Library Online view.jhtml TELUS Web Solutions 401 W. Georgia St., 4th Floor Vancouver, BC V6B 5A1 Additional Resources on RFID (888) 799-6548 Richard Boss, “RFID Technology,” PLA Tech Notes. www.telus.com Available at www.ala.org/Content/NavigationMenu/ PLA/Publications_and_Reports/Tech_Notes/ RFID_Technology.htm. Additional Scheduling Technology Resources David Dorman, Implementing RFID Technology in a Richard Boss, “PC Reservation and Print Management Consortial Environment Using a Shared Library Software,” PLA Tech Notes. Available at www. Management System. Available at www.lincolntrail. ala.org/Content/NavigationMenu/PLA/Publications info/RFIDInConsortialEnvironment.html. _and_Reports/Tech_Notes/PC_Reservation.htm David Dorman, “RFID on the Move,” American Paula Wilson, “Resource Management Systems,” Public Libraries (Oct. 2003): 72. Libraries (May/June 2003): 162–63.

PUBLIC LIBRARIES MARCH/APRIL 2004 95 dure for requesting materials is followed; however, the cus- Conclusion tomer picks up the material at his or her convenience, not the library’s. Once the courier delivers the materials to the locker, Although technology promises efficient and cost-effective meth- the customer is notified. He or she retrieves material by sliding ods of operations, some technologies remain expensive for their library card through a reader, and the appropriate locker many libraries to implement and maintain. Libraries must door opens. The materials are checked out, and the customer ensure that customer service remains the stimulus behind such can return the item, perhaps in a nearby drop-off bin. The implementations. Librarians’ knowledge of industry standards technology requires library automation software to shake and protocols that the software is based on can help to ensure hands with the system that operates the lockers. interoperability among different vendors and their systems. With that knowledge and the demands of the customer in mind, librarians will continue to find useful ways of applying tech- More Technology Strategies nology to library service and keep customers coming back for more. ■ Technology continues to improve the services that libraries are able to offer to their customers. An article detailing the tech- nology implemented at Clinton-Macomb (Mich.) Public 3 A. Paula Wilson is the Adult Services Coordinator Library mentions the use of pcAnywhere, software that allows at the Maricopa County Library District, 17811 N. for remote management of workstations, so that staff can mon- 32nd St., Phoenix, AZ 85032-1201; paulawilson@ itor customer usage at self-check stations. Another library is mail.maricopa.gov. The mention of systems and using Tablet PCs, computers the size of notebooks, so they can vendors in this column does not constitute an eval- help customers from anywhere in the library, not just at the cus- uation or an endorsement of the products or serv- tomer service desk.4 Many libraries, like the Kitsap Regional ices by the Public Library Association or the editors (Wash.) Library also offer wireless Internet access for laptops, of this magazine. The contributing editor of this column welcomes any PDAs, and other wireless gadgets. Customers do not need to comments or questions at the e-mail above. stand in line waiting their turn for a computer. References

Lockers 1. Richard Boss, “How to Plan and Implement a Library Portal,” Library Technology Reports 38, no. 6 (Nov./Dec. 2002). An Example of a Library with Locker Access 2. “Frequently Asked Questions,” RFID Journal. Accessed Nov. 3, 2003, www.rfidjournal.com/article/articleview/207. Clinton-Macomb (Mich.) Public Library (Customer 3. Christine Lind Hage and Larry Neal, “Customer Service, One picks up materials in lockers.) Technology at a Time,” Library Journal (July 15, 2003). Accessed www.cmpl.org/Library/PickUpReturnRenew.htm Nov. 26, 2003, www.libraryjournal.com/article/CA304086. 4. Norman Oder, “Tablet PCs Free Librarians,” Library Journal (Oct. 15, 2003). Accessed Nov. 26, 2003, www. Selected Library Locker Vendor libraryjournal.com/article/CA323330. American Locker Security Systems 608 Allen St. Additional Resource Jamestown, NY 14701 1-800-828-9118 Jurewicz, Lynn, and Todd Cutler. High Tech, High Touch Library www.americanlocker.com/library.htm Customer Service through Technology. Chicago: ALA, 2003.

Public Librarians Could Win Up to $500 for a Public Libraries Article

Do you have an idea for an article that you might write some- The articles will be evaluated and awards made by mem- day for Public Libraries? Well, the time is now. Feature articles bers of the Public Libraries Advisory Committee. This group published in 2004 will be eligible to compete for two prizes— makes policy for the journal and advises the managing editor one of $500 and another of $300. The prizes will be awarded and feature editor. The names of the subcommittee members at the 2005ALA Annual Conference. Criteria for eligibility are: are listed in each issue of the journal on the masthead. ● Author(s) must be a public library employee(s) at the time Although questions about topics for articles directed to the manuscript is submitted. Articles written jointly by the feature editor are welcome, she cannot make commit- public library employees and others will also be considered. ments about publication without seeing the finished manu- ● Articles must be published in 2004. script. Visit the PLA Web site at www.pla.org/publications/ ● Articles must be feature length (2,500–5,000 words). publibraries/editorialguide.html for submission guidelines or Versos, InterViews, and Perspectives contributions will e-mail [email protected] for more information. not be considered.

PUBLIC LIBRARIES MARCH/APRIL 2004 96 Opportunities, Awards, and Honors is an occasional column featuring library and librarian achievements, grants, bequests, and other funding announcements.

The Milagro Foundation Founded by musician Carlos Santana and his wife Deborah, the Get Yourself Milagro Foundation makes grants to community-based organ- izations that focus on the needs of underrepresented and disad- vantaged youth in the United States. Prime consideration is Outside the Box given to proposals focused on health, arts, and education- related initiatives. Awards are between $2,500 and $5,000, and proposals are reviewed three times a year. The initial step in applying is to submit a brief summary of the project. Applicants Rochelle Hartman that pass the first step will be asked to submit more detailed proposals. More information is available at www.milagrofoun- ost of us apply some sort of routine to our jobs and lives. dation.org/apply.asp. MIn a field that is largely defined by the act of organization and making things predictable for users, many of us apply that predictability a little too liberally to all aspects of our work. Your Library As a Philanthropic Resource Reference sources or Web sites become our exclusive favorites, our marketing strategy gets stale, and we can get a little bristly The Foundation Center, one of the premier organizations sup- when someone suggests a fresh approach to some procedure, porting philanthropic effort in the United States, sustains a task or area that we think of as ours. Even those of us who nationwide network of more than 200 Cooperating think of ourselves as creative thinkers can get stuck in ruts Collections. A Cooperating Collection is a specialized collec- when new finds and ideas become standard and go without tion within a library or other appropriate organization focused review. In this column, we offer some ideas for grantwriters on providing service and resources to grant seekers and non- who are stuck in a rut, and read about one librarian who was profit organizations. The Foundation Center accepts proposals lauded for her outside-the-box approach to her work. from all types of libraries that meet guidelines pertaining to location, access, Internet availability, staff availability and expertise, and populations served. Those libraries accepted as Opportunities Cooperating Collections are required to pay an annual mem- bership fee of $850. While this may seem like a steep fee, the Many grant and award opportunities that librarians learn about Foundation Center provides a core collection, which includes are specifically targeted at the library community. The opportuni- print, CD-ROM, and Web resources. In addition, a successful ties featured below might not seem like obvious choices for a Cooperating Collection might well find that it becomes a highly library, but some creative thinking might put your library’s appli- visible, invaluable resource to local philanthropists, grant seek- cation at the top of the pile. Many of these grants are program- ers, and development specialists. Detailed information and the related and give priority to community partnerships. RFP is available at foundationcenter.org/rfp_cc.html.

Mix It Up Honors For those with teen advisory boards or youth groups, the Southern Poverty Law Center offers Mix It Up grants for Tulsa (Okla.) Library Named Federal youth-directed activist projects that focus on identifying, cross- Depository Library of the Year ing, and challenging social boundaries in schools and commu- Citing library staff commitment to utilizing the Internet and nities. Preference is given to ideas that show youth leadership, using outside-of-the-box techniques to better serve the needs of collaboration, and a plan for continuing effort. Applications the public, the Tulsa City-County Library was named as the for the $250 awards are accepted on an ongoing basis. More first-ever Federal Depository Library of the Year. The award information is available at www.tolerance.org/teens/grants.jsp. was presented by Bruce James, Public Printer from the U.S. Government Printing Office (GPO) at the Federal Depository Library Conference in late October 2003 in Arlington, Virginia. Captain Planet Foundation Accepting the award was Linda Saferite, the library’s CEO. The Captain Planet Foundation funds hands-on environmental This award recognizes a passion to connect government infor- projects focusing on solving environmental problems in local mation to customers when and how they want it, said Saferite, communities by youth ages six through eighteen. Other criteria who also acknowledged the work of Suzanne Sears, the include problem solving, cooperation and interaction, and library’s head government documents librarian. The Tulsa City- adult supervision. Awards are limited to $500, and applications County Library serves 308,000 cardholders through a main are accepted on an ongoing basis. More information is avail- library, four regional centers, and nineteen branches. The able at www.captainplanetfdn.org/aboutUs.html. library’s Web site is at www.tulsalibrary.org.

PUBLIC LIBRARIES MARCH/APRIL 2004 97 Minneapolis Library Lauded for even more as her health declined. Information about the library is Architectural Preservation available at www.wls.lib.ny.us/libs/port_chester. The Pierre Bottineau Community Library, Minneapolis, Minnesota, has been awarded a 2003 Preservation Award by Daughters Honor Parents with Bookmobile Donation the Preservation Alliance of Minnesota. Located on the historic Grain Belt campus in Minneapolis, the project combined two Thanks to the generosity of the daughters of Louis and Ruth original buildings, the Grain Belt Wagon Shed (1893) and the Schumm, the Cook Memorial Library District, Libertyville, Millwright Shop (1913), with a new addition to create a state- Illinois, has a new bookmobile. Citing their parents’ commit- of-the-art community center. Completed in May 2003, the ment to the Libertyville community and, in particular, their Minneapolis Public Library project was designed by RSP mother’s love of reading, the five adult daughters wanted to Architects. The Preservation Alliance program spotlights the honor their parents’ memories with a lasting gift. Bookmobile contributions of organizations and individuals toward preserv- driver Leni Patten commented that the library’s last bookmo- ing Minnesota’s historic resources. Information on the award is bile, purchased in 1989, would likely have needed replacing in available at www.mnpreservation.org. Information about the the near future, and that the gift would ensure continued out- library is available at www.mplib.org/new_bottineau.asp. reach service to the community. The new bookmobile will offer many upgraded features, including a child-friendly setup for preschool children, a new service desk at the back of the bus, Romance Writers Name Top Librarian and improved audiovisual and magazine shelving. Continuing their long-standing love affair with librarians, Approximately 8 percent of the library’s circulation is from the Romance Writers of America (RWA) awarded their top honor to bookmobile. The library’s Web site is www.cooklib.org. Ann Smith of the Gahanna (Ohio) Public Library at their annual conference in July 2003 in New York City. In addition to being a Robbins Bequest Split between Library romance reader for about eighteen years, Smith is the author of Education and Childrens Services The Romance Readers Advisory, A Librarians Guide to Love in the Stacks (ALA, 1999). The RWA award was established in 1995 Longtime local teacher Carol Anne Robbins remembered the to honor librarians who go the extra mile in support of the Helen M. Plum Memorial Library, Lombard, Illinois, with a romance genre, its authors, and readers. An interview with Smith, $360,000 bequest. A third of the bequest will be used to endow including helpful hints on serving romance readers, is available at the Carol Anne Robbins Scholarship for students pursuing www.rwanational.org/librarian_award.stm. graduate or undergraduate degrees in library science. The remainder will be placed into the Edgar Lewis Robbins Family Fund and will be used for materials and resources in the chil- Bequests Received drens room. More information about the library is available at www.plum.lib.il.us. ■ Homebound User Remembers Port Chester (N.Y.) Library Port Chester (N.Y.) Public Library announced in October 2003 The information provided in this column is that it had received its largest gift ever from library patron Elise obtained from press releases from libraries, D. Lefferts. Lefferts, who passed away in March 2003 at the age award and funding agencies, in addition to elec- of seventy-four, left more than $2 million to the library. She and tronic lists and blogs. Send announcements to the contributing editor, Rochelle Hartman, 905 N. her husband, Douglas Lefferts, who died in 1998, were long-time Madison, Bloomington, IL 61701; rochellesala@ residents of and business owners in Port Chester. A regular library yahoo.com. patron, Leffert came to rely on the library’s homebound services

PUBLIC LIBRARIES MARCH/APRIL 2004 98 InterViews is an occasional column highlighting unique perspectives, individuals, and institutions in the library world.

they will not be impressed if library board members wear jeans, and that they do not want to hear about the sex lives of former spouses. What else should interviewers keep in mind? Pay the travel expenses for the candidate to attend the interview. If this is not practical, at least take the candidate out to lunch, even if Interviewing the the money comes out of your own pocket. It may be tax deductible. Plan to spend the entire day with the candidate. An hour or two is not enough time to get to know each other, and Interviewer it is certainly not enough time for the candidate to learn enough about the library to make a decision about accepting an offer. Allow the candidate to meet and speak with people that he or she would be working with. Give the candidate a thorough Sheila B. Anderson tour of the building. Show the candidate his or her possible future work environment, including the location of the desk. If I always pay full price for items at yard sales, but not my you are not required to ask the same questions of each candi- “daughter. She tries to Jew them down.” A library director date, consider asking specific questions relating to each candi- made this comment to me while giving me a tour of the city in date’s resume. Allow the candidate to ask many questions and which I was interviewing for a job. She had just driven past a do not take them personally. With advanced notice, and if yard sale. To say the least, I was flabbergasted. Did she not real- appropriate, ask the candidate to prepare some type of demon- ize that I was interviewing her as well, watching her every stration that relates to the position. For example, young adult move, soaking up every sentence? librarians could perform book talks, children’s librarians could The interview was doomed from the beginning. The library do storytelling, and library directors could give a presentation director picked me up at my hotel and mentioned that she had about library services to a mock library board. been investigated for fraud related to her position with the Be prepared to give copies of the following items to the library. I was interviewed on a Saturday, and most of the library candidate, and even better, mail these items to the candidate board members were wearing jeans. I felt overdressed in my before the interview if they are not all available on the library’s power suit. One of the library board members rested his foot Web page: mission statement, collection development policy, on the interview table. During lunch, the library director sample of how the staff members are evaluated, brochures and injured her tooth. When the library board president suggested booklists featuring library events and services, annual report, that the library director see a dentist, she responded that her long-range plans, library history, official job description, infor- insurance would not cover the cost. mation about benefits, recent statistics related to library use or After a tour of the library, the director told me that the job director’s reports, organizational chart, information about would be offered to me on Monday when I returned home, so I professional development opportunities, and basic budget had better start thinking about my answer. She said she knew that information. she would make me an offer because she could tell right away that we would get along great. After that, the subject moved to her personal life, and she mentioned that she was divorced. She True Stories from Colleagues caught her husband in bed with another woman. This occurred when she had returned home from a library conference. Am I the only one who has felt as though interviewers need When I boarded the plane on an earlier flight than I had more guidance? Apparently not, because I sent a message to intended, leaving the city behind forever, I wondered if library most of the librarians I know, asking if they had had similar directors and administrators, board members, and other people negative experiences during job interviews. I found the who conduct interviews realize that they, too, are being scruti- responses to be both humorous and pathetic. Here are a few nized during the job interview process. Just as they are interview- examples of the best interviews gone askew: ing the candidate, the candidate is also interviewing them. There has been lots of material written for job candidates, advising them ■ One woman sorted her mail and answered the phone dur- what to wear, what to say, and so on. How much information is ing the interview, and then looked at my resume and said I provided to those conducting the interviews, and who is remind- did not have the right experience. ing them how to act? Not enough information is available, I con- ■ When I went to the interview, they did not allow long dis- cluded, based on that particular interview experience and based tance calls from my hotel room, but didn’t tell me. I dis- on other interviews I’ve suffered through in the past. covered this on the first night, after I was ready for bed—so I had to get dressed and go use the pay phone in the lobby to call home. After the second night, the library called me Just a Little Advice early in the morning to say they needed me to let my man- agers know as soon as possible that I had applied for the It should be obvious to most people conducting interviews that job since they would be calling them about me. Of course, candidates do not expect to hear discriminating comments, that I could not make long distance calls from my room.

PUBLIC LIBRARIES MARCH/APRIL 2004 99 ■ I was asked if I would gossip about my boss with other that this is a big issue for low- and middle-level managers, coworkers. I felt like asking, “Will you give me reason to?” and good upper-level managers will have thought about it. ■ I am still waiting to hear from a county library system from The person conducting the interview was taken aback by the two years ago. I interviewed for one position, but it was question and did not directly answer it. offered to someone else; then they called to tell me that ■ I arrived ten minutes early and was met with a complaint they had a better position available. The interview went that I had arrived early. The interviewer then made me wait great, and I was assured I would be contacted right away until she was ready, about ten minutes after the scheduled about their decision. interview. She maintained an air of irritation throughout ■ When I asked for a copy of the library’s mission statement the interview. She cut my answers off and acted as though and collection development policy, the person conducting having to interview me was an imposition. She made com- the interview seemed annoyed. She asked a staff member to ments about how she doubted that someone from “up photocopy the information. The staff member made the North” could really understand the history of her state. Her face grew very sour when she quizzed me about the history of the state and found that I actually did have some knowledge. If she had checked my resume, she would have Remember what it is like to be an seen that I had been fact-checking a textbook on the his- interview candidate. The candidate tory of her state for the last four months. When she asked when I could begin, I told her only after the ALA Annual should analyze your comments and Meeting in San Francisco. She made a face and wondered aloud if the Pride Parade was going to be “disrupting” the actions, just as you do the same, since conference again. As I assumed she had looked at my he or she may be making a resume, which showed me being the chair of the GLBT Book Award Committee, I thought her reaction very queer major life change. and not at all tactful. She was astonished to learn that I was a member of the state library association and ALA, even though both memberships were listed on my resume. She mentioned that, of her staff, only the director belonged copies and delivered them, but she had made a mistake to ALA. She ended the interview telling me not to assume when photocopying the materials. When she left the room, that I had the job because the interview had taken two the person conducting the interview commented that the hours. She explained that she’d had better interviews in staff member was incompetent. half the time I’d taken and she needed to get back to work. ■ I went for an interview and was directed to park in front of the building that was also part of a shopping mall. When we walked to lunch, I was told that I had to sneak Empathy Is Essential past the security guard because if people left the premises on foot, they would get tickets because it looked like they As a Young Adult Library Services Association (YALSA) were parking in the lot to do business elsewhere. When I Serving the Underserved (SUS) trainer, I have been taught to use again had to sneak back with them, I insisted I was going empathy. One of the training exercises involves getting adults to to relocate my car. They finally got a sign to put in my car reminisce about their adolescent years for the purpose of from the guard that I was parked there to be in their empathizing with teens. Library personnel who are conducting offices. job interviews should also be empathetic. Remember what it is ■ At one interview, the person conducting the interview like to be an interview candidate. The candidate should analyze asked what I do when there isn’t enough cereal left in the your comments and actions, just as you do the same, since he box for a full bowl. When I said I didn’t eat cereal, she or she may be making a major life change. ■ went on to tell me how great the other answers were that people had given to that question. ■ I asked the interviewer, “How do you ensure that the Sheila B. Anderson is the Director of the Dover Public Library in amount of control your managers have matches their job Delaware. She serves on the Board of Directors for the Young Adult responsibilities?” In other words, I was asking them whether Library Services Association (YALSA) and was elected to ALA their managers were being held responsible for things they Council-at-Large in 2003; [email protected]. didn’t have control over. I knew from my own experience

Every Child Ready to Read @ your library

Every Child Ready to Ready @ your library is a joint project taught the importance of early literacy and how to develop crit- of PLA and the Association for Library Service to Children ical pre-reading skills so that every child enters school ready to (ALSC). Through the project, PLA has developed training and learn to read. A training kit that will help librarians do this will materials that will allow all public libraries to incorporate the be available soon from PLA/ALSC. The kit will contain every- latest in early literacy research into their programming for thing you need to help parents and caregivers learn the impor- young children. As you know, children begin to learn literacy tance of early literacy. For more information about the project skills at birth. Many parents and caregivers, though, need to be and the training kit, visit www.pla.org/earlyliteracy.htm.

PUBLIC LIBRARIES MARCH/APRIL 2004 100 PPO 101 FEATURE

building entity. That is, the services and Capacity Building supports provided by CMRLS to its member libraries have been designed to build the capacity of those libraries to for Libraries effectively meet the needs of their patrons and their communities. CMRLS programs are designed to make the Carolyn Noah and Alan Brickman libraries more effective, more innovative, more flexible, and a stronger resource to the individuals and families who use the This article introduces the concepts of capacity building for library. This article, cowritten by the libraries. Some examples of library capacity-building efforts are CMRLS administrator and the planning described, as well as action steps for librarians who wish to consultant who worked with the organi- zation on the strategic plan, is an develop and implement a plan to build the capacity and attempt to share this understanding of capacity building as it relates to libraries. effectiveness of their libraries. Worksheets for use in The concepts and strategies presented in planning are included. this article may be used in concert with the ALA/PLA publications Planning for Results, Managing for Results, Wired for magine that your neighborhood school contacts you about changes in curriculum the Future: Your Library Technology that will result in changing needs on the part of their students and teachers for Plan, and Staffing for Results.1 We have library services and resources. You know there are implications for your collec- attempted to describe capacity building tion development budget, but the challenge is to decide how to proceed. in ways that complement those publica- IOr your reference librarians report that there has been a dramatic increase in tions as well as draw on the vocabulary demand by both youth and adult patrons for access to the Internet at the library. At and ideas about organizational effective- the moment, you only have one computer with Internet access. Horror stories from ness used in education and human serv- colleagues about inappropriate content on the Web and parental lawsuits have dis- ice fields outside of library science. We couraged you from being more proactive in the past, but you feel its now time to act. hope to provide general guidelines and Perhaps your library is in a community with a rapidly expanding population of practical tools for library administrators Latino and Asian immigrants who are increasingly coming to the library for foreign and trustees to analyze their needs for language materials and English-as-a-second-language (ESL) classes. How can you capacity-building support and to marshal the resources to respond to this growing demand? develop strategies for meeting those You go to library conferences and professional development events for help and needs in the pursuit of the high quality advice, and everybody seems to be buzzing about capacity building. Could this be a and sustainable library services your key to unlock your resource dilemmas? patrons and your communities need and deserve.

How the Central Massachusetts Library System Has Used Capacity Building What Does Capacity Mean for Libraries? The Central Massachusetts Regional Library System (CMRLS) is an organization funded by the Massachusetts Board of Library Commissioners to provide a wide range The phrase capacity building as it is used of services to all types of libraries in the seventy-two cities and towns in central in this article means any service or activ- Massachusetts. These services can be grouped into three categories: resource sharing ity that strengthens or supports the abil- and collection support, reference services and support, and staff and program devel- ity of libraries to provide high quality, opment. (For a complete picture of CMRLS’ programs and services, visit its Web site: accessible, and sustainable services to www.cmrls.org.) their communities. Sometimes the phrase In the spring of 2002, CMRLS developed a strategic plan that will shape its pro- organizational effectiveness is used to grammatic and organizational activities during the period FY2004 through FY2006. talk about the same issues and activities. In the course of the planning process, the staff and board members on the planning In order to understand capacity committee came to a new understanding of CMRLS’ role in the region as a capacity- building, it is important to specify what we mean by capacity in the context of libraries. Below is a list of specific ele- Carolyn Noah is the Administrator of the Central Massachusetts Library System in ments of library capacity, that is, the spe- Shrewsbury, Massachusetts; [email protected]. Alan Brickman is an independent planning con- cific characteristics, features, attitudes, sultant in Rockport, Massachusetts; [email protected]. and resources that define an effective

PUBLIC LIBRARIES MARCH/APRIL 2004 102 and highly functioning library. (Note: print and electronic. Collections should the library and create public awareness There may be other ways to specify the be built with careful attention to the of its services and resources; and they elements of organizational capacity for needs and capabilities of users, and with need mechanisms for engaging key com- libraries. This is offered as one useful input from the community and from munity constituencies. A library may framework for structuring the assess- staff. Collection development efforts develop a strategic communication plan ment of your library’s capacity, and for should respond to both informational to identify its audiences and core mes- developing plans to build its capacity.) needs and popular interests, and should sages. Whether or not a formal process is reflect many different points of view. in place, the library can communicate Libraries should have detailed collection through print media (such as newslet- 1. Organizational Clarity development policies and procedures ters), Web sites, or other media releases. and Alignment that are followed conscientiously. Communication may also be personal Libraries need a clear and shared sense and face-to-face, through meetings or of their mission and program directions presentations to community groups. 5. Service Delivery Approach and priorities. Most libraries develop their vision, mission, and programs Libraries must strive to maintain proven 9. Continuous Improvement through some sort of strategic planning and current models of delivering library and Flexibility process, whether formal or informal. services. Service delivery stays current Effective planning involves the library’s when staff members take advantage of Libraries must have mechanisms in place staff, trustees, and community, and professional development, stay abreast for documentation, evaluation, and plan- includes regular review and, if necessary, of the field through conferences and ning, and a related ability to manage and modification of those plans to be sure journals, are willing to respond to utilize data, all supported by a culture of that the library stays on track. emerging realities, in both the commu- continuous improvement. Electronic data nity and the field, and be open to collection, such as circulation reports, change. A classic example of a shift in tells an important part of the story. The 2. Human Resources service delivery approach is the transi- ALA/PLA Results series provides a useful An active and knowledgeable board of tion from card catalogs to online cata- framework to help managers document trustees, as well as sufficient skilled staff logs, a refocusing that was difficult in the mosaic of the library’s activities and and volunteers for both programmatic many libraries but ultimately provided accomplishments. Further, librarians and administrative functions are the cor- better service to the community. must stay alert to demographic shifts and nerstones of effective libraries. To ensure other changes in their community by the necessary human resources, libraries being involved, for example, with their 6. Collaborations must recruit and retain staff with the nec- local school department or social service essary complement of skills, and support In an age of limited resources, libraries agencies, and by reviewing census and their ongoing professional development. must develop and sustain productive col- other trend data. An ability to consider Opportunities for staff development may laborative relationships that support complex information and make timely exist within the institution or outside it, their strategic goals. Libraries may work decisions, along with a related willing- and can be provided through in-service with local education foundations, cul- ness to reallocate space, staff, and training, mentoring and peer sharing, tural organizations, businesses, or serv- resources in response are keys to flexibil- formal course work, or participation in ice clubs whose missions are in harmony ity and continuous improvement. the activities of relevant professional with their own. Collaborations support associations. Staff mobility and collabo- the effective use of existing resources or 10. Funding ration can be encouraged through struc- may result in expanding the resource tured cross-training involving library base for libraries. Like all organizations, libraries need suf- staff responsible for different functions. ficient and consistent access to diverse sources of funding and other resources. 7. Management Systems Most libraries have access to federal or 3. Facilities Libraries require excellent management state grant funding, but need help and Libraries need facilities and equipment systems, including financial management support to identify other sources. One (including technology) that are adequate and human resource management. These useful information resource is the to their programs and activities. As new tools provide powerful information to Foundation Center, whose affiliates constituencies develop in communities, a help librarians maximize the effective throughout the country can provide library may modify or expand its pro- utilization of the available resources, detailed information about prospective gramming, and space and equipment document their organization’s effective- funders and insight into the grant-seek- needs may evolve. Service areas may ness, and identify areas in need of ing process.2 Partnerships with allied expand or contract on an ongoing basis improvement. agencies, such as Foundations for to meet emerging needs, and flexibility is Humanities, may offer opportunities to critical. secure funding that enables libraries to 8. Communication expand programming. Area businesses Libraries are in the information business, may become engaged in helping to sup- 4. Collections and hence, they need mechanisms for port services that benefit the community. The ability to implement effective library complete, accurate, and timely communi- programs is inextricably linked to ade- cation both internally and externally. In It is important to understand that quate and appropriate collections, both addition, they need to be able to promote the capacity of a library to effectively

PUBLIC LIBRARIES MARCH/APRIL 2004 103 meet the needs of its community is not a responded quickly to the terrorist library’s capacity and organizational static thing. As a community changes— attacks that so immediately affected its effectiveness, they must think about what and those changes can be fast and unex- community. The most visible responses types of services and support they will pected—it potentially places new were external, the first to connect people need to fill the identified gaps in capacity, demands on the library or changes the to the resources they need during a crisis. and where to get that assistance. role a library is asked to play. And these The business library developed a print There are several ways to think changes may have significant ramifica- and online Disaster Recovery Resource about the services that build library tions for the resources the library must Guide for Small Businesses and offered capacity and enhance organizational bring to bear on its capacity. We have programs on this topic to the commu- effectiveness. First, there is staff develop- two case studies, described below, that nity. Eventually the library’s Web site ment, which includes things such as con- illustrate how libraries can respond to provided information on topics includ- tinuing education for individual these types of changes. ing business and personal assistance; librarians or library administrators. employment; bereavement groups; med- Then, there is program development, ical services; hospitals; insurance; and which refers to services and resources at Case Studies bias attack hotlines.3 Youth specialists the organizational or institutional level organized a Letters Project connecting such as developing a computerized lend- Milford, Massachusetts children and libraries from throughout ing system or hiring a young adult librar- In Milford, Massachusetts, a town of the country who wished to express their ian. Finally, there is system development, about 27,000, a demographic swell of sorrow and support to children in ele- which includes facilitated resource shar- adolescents created a challenge for the mentary, middle, and high schools in ing or other collaboration between and library. Adjacent to a large middle New York City. The letters were distrib- among libraries in an effort to create a school and within blocks of another, the uted through New York City’s Board of system or network of library services for library experienced swarms of teens after Education. an identified region or community. school. Numbering between 50 and 150 Other responses were internal, said (Interlibrary loan is a classic system each day, the students were typically Sofia Sequenzia, Deputy Director for development service.) rambunctious with after-school energy. Public Service. “The crisis forced us to These distinctions are important for New young adult librarian Jacque examine our physical space in light of an individual library as it thinks about Johnson began to focus their attention emergency response and readiness.” The its needs for support. For example: Is an with after-school Yu-Gi-Oh! games. library made certain that staff was pre- existing gap in capacity related to the Soon up to 75 were participating, so pared to cope with the tragedy and skills and expertise of library staff, or is another solution was called for. offered counseling services to those staff it a matter of the resources and infra- Library director Jennifer Perry members who sought it. Emergency structure of the library as a whole? Are noted, “We had to find a response that readiness procedures were reviewed to there key areas of capacity that the would channel their energy every day. make certain that the right precautions library cannot address on its own and Unfortunately, adding staff, space, or were taken to protect staff, the public, therefore has to think about collaborat- increasing the budget were not realisti- and library assets. Very quickly, evacua- ing with other libraries in order to cally part of the picture.” tion plans were reviewed, security proce- achieve economies of scale or to access The library opened a teen activity dures revised, and kits assembled to particular resources? In terms of a center in its meeting room, which was allow individuals to contact the library if library’s capacity-building needs, what underused in the afternoons. Open from telecommunications were down. In addi- are the priorities, and what should be 2:30 to 4:30 P.M., it is staffed by Johnson. tion, library staff strengthened its com- addressed first? These become essential A local corporation came forward and munication with public safety officials in questions in a library’s efforts to build contributed funds for furniture, games, a order to be more aware of concerns. capacity. television, and DVD player. The teens Nearly every aspect of the library’s There are a number of specific types play games, watch movies, have snacks, operation was involved in building the of capacity-building resources for and socialize. Johnson brings in speakers, library’s capacity to respond to the attack libraries, and maintaining strong links such as a representative from a teen on the World Trade Centers. The human and active engagement with all of these counseling center. The local teen center and fiscal resources required to support is critical to a library’s efforts to remain holds a cooking program one day a residents were quickly identified and effective over time. These include: week. “It’s a resounding success, with reallocated. Brooklyn Public Library 792 young adults participating in the developed rapid programmatic responses ■ State libraries and regional library first month. This is working like nothing to provide visible expressions of concern. systems, where staff is designated to else has,” says Perry. BPL fine-tuned its communications, man- stay alert to trends in the field and To build its capacity to serve teens, agement systems, and facilities. respond with effective professional the library realigned staff and space. It development opportunities or infor- identified external funding to begin the mation. These organizations have a program, but will continue it with exist- How Can Libraries Think strong focus on system development ing resources. as well, creating opportunities to about Building Their help libraries work together to Capacity? increase their ability to serve local Brooklyn, New York consumers. After September 11, 2001, the Brooklyn Once library staff and trustees have con- ■ State library associations, which Public Library (population 2 million +) ducted a complete analysis of their provide learning opportunities

PUBLIC LIBRARIES MARCH/APRIL 2004 104 through conferences and symposia, limited staffing, and the staff may be stakeholders must all commit to as well as the documentation and extremely busy, if not fully over- supporting the decisions that results dissemination of best practices in loaded. This makes it very difficult from this process. the field. to find the time for the key staff to ■ General resistance to change: Often, ■ National organizations, such as the meet to identify their capacity-build- building capacity means change. It American Library Association or the ing needs and plan meaningful may mean departing from ways of Public Library Association, which responses. It is important to identify doing business that have been in offer continuing education through one person who can take overall place for years. And change is diffi- on-site learning at conferences or responsibility for coordinating the cult. As is often said, “If it ain’t institutes, or through online and planning process (including assem- broke, don’t fix it.” However, it is electronic course offerings and best bling information, planning meet- just as true that when something is practice documentation and dissem- ings, facilitating the discussions, and broken, you must fix it; and this ination. coordinating follow-through), so imperative derives from your mis- ■ Graduate schools of library and that everyone’s participation can be sion and your commitment to the information studies, which regularly as effective and efficient as possible. highest quality services for your provide continuing education in Then the library staff must carve out community. Give people the oppor- critical and emerging areas of the time to meet and plan, even if it tunity to talk about and face their library practice. means that other activities (continu- fear of change. Build a planning ■ Conferences of allied or related ing education, for example) are tem- process that is inclusive, participa- organizations concerned with liter- porarily put on hold. Design the tory, and transparent. Give everyone acy, literature, child welfare, or arts planning process to begin and end a say in the process, and give them and culture. according to a set schedule, and the support they need to make a ■ Electronic discussion lists, where stick to it. positive personal transition to a you can often find lively forums of ■ Lack of information: Often, new, and presumably better, future. ideas. libraries don’t have all the informa- Remember, in this world, the only tion they need to identify gaps in constant is change. their capacity or to plan strategic It Sounds Good—So Why responses. (In fact, the ability to Doesn’t Everyone Do It? gather and utilize data is a key ele- Developing a Strategy for ment of capacity!) It is important to Building Your Library’s One would think that all libraries (or all have access to data and information organizations and institutions, for that regarding the utilization of library Capacity matter) would understand that capacity services, about demographic shifts building is a fundamental part of main- in the community, and about exist- The process for developing a strategy for taining excellent library services, and ing models and best practices that building your library’s capacity begins therefore would include capacity-build- you can draw from in developing with a strategic plan for the role your ing activities in their work plans every your plans. The sources of capacity- library will play in the community over year. In fact, there are significant chal- building support described earlier in the coming, say, three to five years, and lenges and barriers that can make capac- this article can assist you in assem- a related determination of the full range ity building seem daunting, and that bling the information you need to of services and programs you will imple- often make people postpone or avoid the go forward. ment in light of that community role. process. ■ Lack of consensus on priorities: Now, this article is not about strategic When you begin to look at issues planning, and we direct you to the vari- ■ Concerns about the potential cost: related to the capacity and organiza- ous available ALA/PLA materials that People often assume that efforts to tional effectiveness of your library, can assist you with crafting your strate- build capacity and enhance organi- you may find that there are multiple gic plan. But having a strategic sense of zational effectiveness will be costly. areas that need work. And it may your library’s future direction clearly They envision expensive consult- also be the case that your key stake- impacts how you will think about your ants, training, new staff, equipment holders (staff, trustees, and con- capacity-building needs. purchases, or physical plant renova- sumers) have very different For example, if you plan to expand tions as the only answer to their perspectives on what the priorities your services to young adults or to the pressing needs. While libraries should be and what should be done. growing non-native English-speaking should budget for capacity-building You must develop a process for an population in your community, these activities, many important steps can in-depth consideration of the choices will have ramifications for col- be taken without major expendi- options that then leads to a decision lection development, space, technology, tures. Libraries should take a long about what aspects of capacity to staffing, etc. You need to consider what (i.e., multiyear) view of responding address over the course of a given your needs for organizational capacity to their capacity-building needs, and year. This may require the services are in light of the strategic directions you then prioritize their needs and do of an outside facilitator; but how- have chosen, and then assemble the only what they can afford to do in ever you structure your decision- resources to build capacity in the key any given year. making process, it must be clear identified areas. ■ The lack (or perceived lack) of time how and when the final decisions Therefore, as a first step in this plan- for planning: Libraries may have and choices will be made. And the ning process, specify the core areas of

PUBLIC LIBRARIES MARCH/APRIL 2004 105 programming that you will maintain and source of capacity-building support Conclusion improve, and the new areas you will cre- you’ve identified is the actual source ate or expand significantly. (Again, these of services or resources, or if you are Understanding the specific resources and choices will most likely come as part of approaching them for a referral else- organizational characteristics that define a more thorough strategic planning where. library capacity and effectiveness is a process.) You can use worksheet A to ■ Estimated cost: For each of the critical aspect of good management and articulate these programmatic directions activities you’ve identified to build quality services. Taking a structured, (see appendix A). capacity, estimate the approximate strategic, and sustained approach to Then you must analyze your cur- cost to the library. Think carefully building your library’s capacity will rent capacity and identify areas need- about the full range of costs related result in better services, more effective ing improvement by using the to a specific activity, and use this use of the available resources, and more framework provided by the ten ele- information as part of the process of accountability and responsiveness to the ments of library capacity described ear- prioritizing and scheduling your needs of your community. Such a sys- lier in this article. You can decide if the capacity-building activities. tematic approach will also take the mys- process for this analysis is done among tery out of those times when important staff, trustees, or a joint planning sub- Finally, you should prioritize the new programs or initiatives don’t get off committee. However your library most identified capacity-building activities the ground, despite everyone’s best effectively does its planning, find con- and specify which of them will be imple- intentions. It will be well worth the time sensus on the following for each of the mented in your current year (and within and energy. The challenges for the elements of library capacity. You can the library’s current budget). For the library community are: use worksheet B to record this analysis activities to be implemented in subse- of your library’s current capacity (see quent years (for reasons related to ■ to expand the resources that can appendix B). finances or other factors), begin the support capacity building among process of developing a budget that libraries; and ■ Strengths and assets: With regard to includes the necessary funds. ■ to develop collaborative approaches the specific aspects of library capac- We have included columns in work- to capacity building at the system ity, identify your library’s strengths sheet B to indicate the level of priority level that enable libraries to work and assets. Identifying strengths (high, medium, or low, reflecting the rel- together on common capacity-build- may be useful in developing strate- ative importance, the feasibility/afford- ing needs. gies to build capacity in weaker ability, and the sequencing of the areas, because you can draw lessons activities) and the year in which the rec- Acting to build capacity will help from these strengths that apply to ommendations will be implemented. libraries continue their efforts to provide other areas of organizational devel- Acknowledging that attracting or a seamless web of high quality library opment. increasing resources might not always be services for an increasingly diverse com- ■ Weaknesses and gaps: With regard possible, it is important to be willing to munity whose needs for library services to the specific aspects of library make hard choices. If, for example, the grow ever more varied. ■ capacity, identify your library’s library determines to address the collec- weaknesses or gaps, those character- tion and programming needs of young istics that constitute barriers or adults, it may become necessary to obstacles to successfully implement- reduce funds available for materials for References ing your identified strategic direc- adults or children. Alternatively, it is 1. Ethel Himmell and William James tions. common to attract external funds that Wilson, with the ReVision Committee of ■ Recommendations and responsibil- must be matched internally, again by the Public Library Association, Planning ity: For each of the elements of making decisions to reallocate existing for Results: A Public Library capacity, specify a set of activities resources. Other requirements or emerg- Transformation Process (Chicago and London: ALA, 1998); Sandra Nelson, (e.g., staff training, equipment ing needs may mean that staff will be Ellen Altman, and Diane Mayo, for the acquisition, hiring a marketing con- reassigned in order to fill the gaps iden- Public Library Association. Managing sultant) designed to address the tified in your library’s plan to build for Results: Effective Resource identified weaknesses or gaps, and capacity. Allocation for Public Libraries (Chicago position the library to effectively It is also important that you docu- and London: ALA, 2000); Diane Mayo and Sandra Nelson, for the Public pursue its strategic goals and pro- ment your progress in implementing Library Association. Wired for the gramming priorities. Be as specific these capacity-building activities, and Future: Developing Your Library as possible, and indicate who will be perhaps revisit and revise some of your Technology Plan (Chicago and London: responsible for coordinating the recommendations. We suggest that you ALA, 1999); Diane Mayo and Jeanne Goodrich, for the Public Library activity. conduct some sort of formal review of Association. Staffing for Results: A ■ Sources of capacity-building sup- your capacity-building plan quarterly Guide to Working Smarter (Chicago and port: Identify the individual, organi- (but certainly no less than twice a year). London: ALA, 2002). zation, or institution that you would This will ensure that you are on track, 2. The Foundation Center, http://fdncen- go to for advice, services, or and that staff and trustees with specific ter.org/. Accessed Apr. 15, 2003. 3. Brooklyn Public Library, NYC Relief resources that would help you responsibility for coordinating aspects of and Recovery Information, www.brook- implement each of your identified the capacity-building plan are account- lynpubliclibrary.org/eresources/wtc.htm. recommendations. Be clear if the able for their performance in this area. Accessed Apr. 14, 2003.

PUBLIC LIBRARIES MARCH/APRIL 2004 106 Worksheet A: Strategic Program Directions and Priorities

On the basis of your library's strategic planning, use the following chart to articulate the overarching program directions and priorities for your library over the coming three to five years. These directions and priorities are

intended to set the context for your assessment of your library's capacity. Core programs and services Plans to improve and enhance

New (or significantly expanded) programs General description of plans for creating and services or expanding these programs and services

Worksheet B: Assessment of Capacity and Capacity Building Plans

Assessment Plans Implementation Elements of Strengths Weaknesses Recommendations Sources of capacity Estimated Priority Year of capacity and assets and gaps and responsibility building support cost (H/M/L) implementation 1) Organizational clarity and alignment

2) Human resources

3) Facilities

4) Collections

5) Service delivery approach

6) Collaborations

7) Management systems

8) Communication

9) Continuous improvement and flexibility

10) Funding

PUBLIC LIBRARIES MARCH/APRIL 2004 107 Introducing APA’s Gray Literature SOLUTION

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Available Spring 2004 on APA PsycNET and EBSCOhost FEATURE Reconnecting the Past through Oral History

Richard Baranowski and Teresa Calderone On the set in Way Library’s local history room. Richard Baranowski and Teresa Calderone, front, Linda and Frankl Brahier, sitting at table. The Way Public Library in Perrysburg, Ohio, has recently implemented an oral history project. An important component rather than as isolated responses to ran- of local history departments in public libraries are oral history dom questions. To begin the conversa- tions, the interviewees are asked materials. Audiotaping or videotaping the memories of questions that summon their own mem- ories or stories told to them about their longtime local residents preserves the history of the area the grandparents, great-grandparents, and library serves. Oral-based materials can be a powerful source other early ancestors. Next, individuals are asked questions concerning their of information, having the advantage of documenting history parents. This pattern of questioning eventually leads into the interviewees from a primary source. The library has also found oral history recalling their own life’s earliest memo- to be an economical method to build a local history collection. ries. Other than chronological, there is no strict question structure for the inter- view. Individuals are encouraged to talk Remember, Zeke, if there is anything on the finished tape that you don’t like, about what they want to talk about, we can edit it out. If you aren’t happy with the tape in general, we will give it keeping in mind two points: (1) the tape to you and it becomes your property,” librarian Richard Baranowski tells Zeke will become a permanent record for the Warncke. library’s local history department and ““I’ll say whatever I damn well want to say,” the seventy-seven-year-old Warncke library users; and (2) the tape will also declares. With those encouraging words, Teresa Calderone and Richard Baranowski become a keepsake for themselves and of the Way Public Library in Perrysburg, Ohio, prepare to interview another local res- their family. ident for the library’s Front Porch Oral History Series. To help prepare the individual for The Front Porch Oral History Series is a project created by the Way Public Library the interview, a list of questions is sent to to videotape conversations with local residents. It is an effort to document and pre- him or her in advance. Although Larry serve information about the city of Perrysburg and its citizens. Part of every public King, the master of the interview, admits library’s mission should be to preserve and provide information unique to the area it that he does little or no research on his serves. By videotaping conversations with longtime area residents, using their lives and guests, we do not feel quite as comfort- Perrysburg as a frame of reference, this objective is being accomplished. able to go into an interview unprepared. The title, the Front Porch Oral History Series, is derived from the custom of con- A pre-interview is conducted, usually versations that took place and still take place on the front porches of houses in neigh- over the telephone. This interview is not borhoods everywhere. elaborate, just an opportunity to estab- When the idea was first conceived, the library already owned the essential equip- lish background. But the pre-interview is ment for videotaping—a VHS camcorder and tripod. Baranowski, who was an audio- important for several reasons. Perhaps visual specialist before becoming a librarian, had experience in videotaping. Books the person being interviewed owned a were sought on oral history and interviewing techniques. A list of questions was devel- local business. We would want to ask oped for the conversations. Parameters for participant eligibility were simple: those specific questions on this subject. If the individuals who were lifelong or lengthy local residents with birth dates before 1930. person were a local educator, questions The project officially began in July of 2002. About thirty interviews have been related to local school history would be conducted thus far. Interview questions were arranged into a loose timeline. Organized prepared. The individual may have been chronologically, the contents of the interview operate as a cumulative expression in the military. There are specific ques- tions for this area. Others have special or favorite stories that they may wish to Richard Baranowski and Teresa Calderone are Reference Librarians at the Way Public include. Some people want to talk about Library in Perrysburg, Ohio; [email protected]; [email protected]. their families, and some do not. There

PUBLIC LIBRARIES MARCH/APRIL 2004 109 disasters are all welcomed. We have learned that visual imagery such as pic- tures, scrapbooks, yearbooks, programs, or military accessories seem to help stim- ulate memories of the folks interviewed. Photographs can also be inserted and edited into the tape. In addition, all pho- tographs the candidates bring in are scanned as another method to build our local history collection.

Videotaping: The Technical Elements

The videotaped interview is usually con- ducted in the library’s local history room. The room is reserved in advance. A sign on the door ensures against inter- ruptions, and large windows provide plenty of light for the camera. The indi- vidual sits down at a table with his or her notes. The camera is set up across from the table about five feet away. At this distance, the built-in microphone on the camera can record all sound at an audible level between the interviewer, who sits beside the camera and the inter- viewee. Using external microphones eliminates background noise. However, our experience has proven that the built- in microphone delivers quality audio and is less cumbersome. Cinematography skills need not be great. Little camera movement is neces- sary, especially when a single person is being interviewed. We find it best to position the camera similar to the style used on the nightly news. For example, when Dan Rather is reading the news, he is framed from the top of his head to the middle of his chest. There is also a com- fortable amount of headroom between the top of his head and the top of the picture’s frame. For our purposes, this seems to be the ideal subject composi- tion. We also make sure that the tripod is adjusted so the camera is level with the height of the person. It eliminates any up or down angle in the picture frame. We have found that a straight-on shot with matching camera and subject height is most pleasing to the eye. may be deaths that are painful to discuss surprise the interviewee. If we are videotaping more than one or marriages they wish to forget. Issues Individuals participating are asked person, the camera operator will remain such as these can produce a potential to bring in any old photographs of them- fixed on a master shot that includes all minefield and one that can be dodged selves, their family, or friends. subjects. When a lengthy chunk of dia- with a little planning. Although there are Candidates are also urged to bring gen- logue is sensed, the operator pans to that standard questions that we ask in all eral photographs of Perrysburg or the person. Frequent zooming is avoided. interviews, the question-set is tailored surrounding area. For example, images Repeated zooming is annoying to the eye for that individual. Knowing what to ask of buildings, old businesses, local holi- and amateurish. We also incorporate as well as what not to ask will make for day celebrations, church or school func- occasional close-ups of the individual’s a successful interview. We are not out to tions, political events, and natural face. Close-ups can be most powerful

PUBLIC LIBRARIES MARCH/APRIL 2004 110 when a reason exists. For example, a consisting of a single lamp, umbrella, viewee. After the article and photo are close-up can add emotion to a dramatic and stand secures reasonable light level approved by the subject, they are sub- story. for recording. Of course, if the weather mitted to the local newspaper. The Camera manipulation is a simple is nice, you can tape on the porch or Perrysburg Messenger Journal gener- process when taping one or two persons. patio. We planned to do our first taping ously publishes these articles and accom- We videotaped three siblings at once and on a porch. Since we were calling it the panying photos for us. If newspaper it revealed some unexpected complica- Front Porch Oral History Series, this space is available, an older photograph tions. To give equal time to each person, reasoning seemed perfectly logical to us. of the person or persons, perhaps depict- considerable camera movement became But it was 100 degrees outside, and we ing childhood, school, or military years, necessary. We also wanted close-ups of had to move indoors. We learned a lot is included. These past and present pho- each. Our method was to cluster the that first day. tographs have proven to be quite popu- three as close together as possible. In Tapings take about two hours. From lar. The reaction to these published viewing afterward, we did notice the experience we find that this is ample interviews has been nothing short of tape had a little more camera movement length. Interviewees are senior citizens, phenomenal. After that first article than usual due to panning among the and that time span, we have discovered, appeared, the library was rushed by group. However, it was not uncomfort- seems sufficient. Two hours will nor- local residents who wanted to record able to the eye to watch. When video- mally yield seventy or eighty minutes of their memories of Perrysburg. We con- taping two or three people, we find that actual footage. This is a comfortable tinue to have people come forward, anx- the individuals have a tendency to move length for viewers as well. We use Sony ious to participate. apart as the taping progresses, com- Premier High Grade T-120 VHS tapes The impact of the written articles in pelling us to widen the shot. We have and set the record mode to standard the weekly town newspaper has enabled found that the tightest shot possible has play. The tape is paused at intervals dur- the project to practically market itself. the finest picture quality. To ensure this, ing the interview for breaks or to Other promotional strategies have been we tie the chairs together before the tap- regroup. The fade in/out function on the implemented as well. There have been ing begins. camcorder is utilized to create smooth presentations at the local Senior Center Experience has also taught us that transitions and gives the tape a more and American Legion. A visit to the when we are taping more than a single professional look. The date indicator is “breakfast club,” a gathering of area person, one will be more talkative than displayed during the first minute of tap- retirees who meet each morning at a the others, and that individual, albeit not ing and then removed so as not to dis- local restaurant for gossip and coffee, deliberately, may dominate the inter- tract the viewer throughout the length of collected a flock of interested persons. view. Staying alert to this allows us to the tape. Word-of-mouth has now taken over, and direct questions to the more timid par- Participants view the tape before it there is presently a backlog of requests ticipants to keep a balance. Practice has is cataloged for circulation. If it meets by individuals wanting to participate. It proven that overall best results—both their approval, we make two copies— has almost turned into a competition. technical and informational—seem to one copy is given to the individual, the We did a taping at a local nursing home. occur when taping one person. other is added to the local history collec- Evidently, word got around that we were There are times when the person we tion for circulation, and the master copy coming. Upon entering the building, we would like to interview is not mobile. is archived. If the tape doesn’t meet their were immediately approached by a resi- Since the candidates we are interviewing approval, the interviewee simply keeps dent insisting that we should be inter- are senior citizens, this is not uncom- the tape with no hard feelings. This has viewing her instead of the person we mon. This means videotaping them at not occurred. The same process is used were planning to talk to because she had their private residence or perhaps at a when we write the article containing lived in town longer! nursing facility. The Way Library’s selected extracts from the interview. equipment is portable enough to accom- Everything is preapproved by the partic- plish this. Location taping creates vari- ipant before it sees the light of day. The Oral History Series ables not readily apparent in a Finding time to prepare and conduct As a Springboard controlled environment. For example, in the interviews takes some planning. an older house, electrical extension Reference desk duties and other respon- The project has also triggered some cords and an AC adaptor may be sibilities need to be scheduled around the pleasant ramifications. It has created a needed. Outlets may be sparsely located project. The library director works surge in local history interest in a wide and only accept a two-pronged plug. We closely with us to make sure that ade- range of venues. learned this the first time we went on quate time is blocked out for the Oral location. History Project. ■ After reading samples of the inter- Illumination for location indoor views in the local newspaper, the taping can also throw a wrench into the president of the Perrysburg League proceedings. We can open drapes and Marketing the Oral Of Women Voters asked if members turn on all lights and lamps, but some- History Project could be videotaped to recall the times we still need more light. Furniture history of their organization. sometimes has to be moved to take After the taping is concluded, a short ■ The Zoar Lutheran Church of advantage of the available light source. post-interview is conducted. This is to Perrysburg wanted to begin conduct- Still, some sort of artificial light source verify facts and select excerpts from the ing oral history interviews of some may be necessary. We have learned that interview that will be woven into an arti- of its older members to recall church a Lowel light system (www.lowel.com) cle. A photograph is taken of the inter- history. The committee approached

PUBLIC LIBRARIES MARCH/APRIL 2004 111 the library for help on starting the tory room, probing our collection in step further, these local history tales project. The library gladly shared a search of answers. In addition, the could be added to our national history list of potential questions for inter- trivia contest, which contained sev- archives by contributing them to the views and provided technical sugges- eral questions about city schools, recently created Veterans’ History tions for equipment. sparked the interest of a couple of Project. This federal project is overseen ■ Library representatives addressed retired teachers who plan to write by the Library of Congress with the recent meetings of the Toledo Area some historical articles on the objective of recording recollections of Genealogical Society and the Wood Perrysburg school system. twentieth-century war veterans. County Genealogical Society high- ■ One of our past interviewees, lighting the oral history series during Charles Kopp, was a member of the Conclusion the speech. The library shared its list 1943 undefeated Perrysburg High of potential oral history questions School football team. This was the In addition to being a historical-based and offered general technical advice first year in the school’s history that community project and a major library for those interested in capturing the the team went undefeated. Kopp goal, the Front Porch Oral History Series memories of family members on tape. approached us with the idea of hav- has sentiment. It creates an opportunity ■ Fort Meigs State Memorial Park, ing a sixtieth reunion of the team. for people to reconnect with the past and Perrysburg, Ohio, an 1812 battle- With his help, eight members of the instill within them a sense of belonging. ground, recently opened a new visi- team were able to attend. The It also provides those participating with tors’ center and museum. Some new reunion was held at the library, and the realization that their life, what they park programs have been enacted as the participants were videotaped have witnessed and lived through, has well. The fort’s administration recalling that special season played value. For example, Al Huber, still learned of the oral history series the against the backdrop of World War healthy and alert at ninety-six and the library was doing. The park had in II. Reporters from several area news- oldest participant we have interviewed mind a similar project to audiotape papers attended. Their coverage was thus far, has taken his tape of oral his- or videotape military memories of responsible for increasing visibility tory to family reunions and holiday area residents. The library consulted of our project throughout the area. gatherings. He is quite proud of that with them on technical, content, tape. Like the others, Mr. Huber leaves a and other logistical issues. These positive consequences gener- permanent legacy, one that his children ■ A group of 1944 graduates of ated by the Front Porch Oral History and other family members and descen- Perrysburg High School recently Series are both unexpected and remark- dants will cherish far into the future. held an unofficial reunion in the able, considering the project is still in its At the same time, the ongoing Front library’s coffee bar. Many of the for- infancy. Porch Oral History Series becomes a mer classmates brought in their old vehicle to bridge generations and pro- school photos. While they chatted vide a window to the past. Each install- and drank coffee, the group gener- Future Plans ment reclaims a little corner of ously allowed the library to scan the Perrysburg history. It conveys and pre- Nancy Kelley, Way Library director, has pictures they had brought in. serves to viewers a sense of local history voiced her pleasure with the Front Porch Several yearbooks were donated to from firsthand accounts, which in the Oral History Series: the library at the same time. A new normal pattern of nature tend to disap- photograph was taken of those This is something we have wanted pear over time. It also ensures a store- attending and was published in the to do for many years. When Teresa house of oral histories for families, local newspaper along with an arti- and Richard stepped forward to get genealogists, writers, and researchers in cle about the event. this project off the ground, they years to come. ■ ■ A grandniece of one of the oral his- immediately had my wholehearted tory participants asked us for a copy support. Their efforts are going to of her great-uncle’s memories, whose provide a sense of history to the ancestors were members of one of community for years to come and in Resources Perrysburg’s pioneer families. A tape a way that print materials can never was made for her. This spurred her capture. We are also pleased how Greene, Bob, and D. G. Fulford. To to videotape other members of the Our Children’s Children: Preserv- well the community has helped family herself. She later sent us ing Family Histories for Genera- drive this project. They deserve copies to add to our collection. tions to Come (New York: credit as well in making this project Doubleday, 1993). ■ The local newspaper, the Perrysburg a success. Shumway, Gary L., and William G. Messenger Journal, recently marked Hartley. An Oral History Primer its 150th anniversary. As part of the Future plans include transcribing (Salt Lake City: Authors Box, celebration, the newspaper, along and indexing the tapes and perhaps con- 1981). Sitton, Thad, and George L. Mehaffy. with the library, sponsored a local verting the content to book form. Oral History: A Guide for Teach- history trivia contest. Some of the Editing portions of different tapes ers (and Others) (Austin, Texas: questions were culled from the pub- together to create a special subject pro- Univ. of Texas Pr., 1983). lished excerpts of the interviews. gram is also an idea that is being consid- Zimmerman, William. How to Tape The contest proved quite popular, ered. Video segments that chronicle the Instant Oral Biographies (New York: Guarionex Pr., 1982). and we had a steady stream of military experiences of participants entrants in and out of our local his- could be assembled together. Taken a

PUBLIC LIBRARIES MARCH/APRIL 2004 112 FEATURE

library branch—e.g., what are their ages, The Public Library income and education levels, and what language do they speak? Because the database will include all public libraries Geographic Database throughout the United States, it includes data that is of relevance to every public library, regardless of where it is located within the fifty states. What Can It Do for The database allows comparison of library users and use within and Your Library? amongst communities across the coun- try. Public librarians can optimally use PLGDB in conjunction with local data such as user address data, either registra- Christie M. Koontz, Dean K. Jue, tion or circulation, to define branch geo- graphic market areas. Other local data Charles R. McClure, and John Carlo Bertot such as branch use data and community- based population characteristics that are The Public Library Geographic Database (PLGDB) is being not in the database are also recom- mended to be used in combination with developed through funding from the Institute of Museum and PLGDB data. This article includes an example of how to do this. PLGDB will Library Services. It is accessible through a link on the GeoLib enable librarians to better assess such Web page (www.geolib.org). The map-based database contains problems as possible relocations and clo- sures of libraries, and changes in cus- all the public library outlets and entities in the United States as tomer markets over time. And important well as political and administrative boundaries and roads. The for any public sector agency—access to PLGDB data is free. initial group of data sets includes preselected Census 2000 A picture is worth a thousand words and, while screen captures of PLGDB are data and the Federal-State Cooperative System, National included in this article, the authors Center for Education Statistics data for public library entities. encourage interacting with PLGDB one on one. Readers can access Internet- User feedback is being solicited on additional data sets to ready computers and navigate to the www.geolib.org Web site, clicking on the incorporate into PLGDB that would make the database more link to the PLGDB interactive library valuable to public library stakeholders. The goal of map. Hold onto this article and use it as a guide while experimenting with the PLGDB is to remain no-cost to the end user. PLGDB Web site.

here is a national public library database, the Public Library Geographic What Information Is Database (PLGDB), accessible over the Internet through www.geolib.org. The database is the project of the GeoLib Program and the School of Information Included in PLGDB? Studies, Information Use Management and Policy Institute, both of Florida Potential and Actual TState University, with funding from the federal Institute of Museum and Library Library Customer Data Services (IMLS).1 This first public library national database has been up and running, changing and evolving, since fall of 2003. This article provides a general introduction There are two key nationwide data sets to PLGDB and explains how it can be customized for individual library planning. in addition to the base map of public The database is designed to help public librarians and public library managers and libraries. One is the U.S. Census 2000 decision makers answer such questions as: who are our customers at the Eastside data set. While many librarians have access to 2000 census data, PLGDB offers preselected census variables that Christie M. Koontz is Director and Dean K. Jue is Associate Director of the GeoLib Program, best describe individuals who are actual Florida Resources and Environmental Analysis Center, Florida State University in Tallahassee; or potential library users. The selection [email protected]; [email protected]. Charles R. McClure is Francis Eppes Professor of these specific census data is based and Director, Information Use Management and Policy Institute School of Information upon years of library research. These pre- Studies, Florida State University in Tallahassee; [email protected]; and John Carlo Bertot is selected census data include such broad Associate Professor and Associate Director, Information Use Management and Policy Institute categories as age, income, education, race School of Information Studies, Florida State University in Tallahassee; [email protected]. and ethnicity, number of children under

PUBLIC LIBRARIES MARCH/APRIL 2004 113 eighteen in a household, and what lan- different data sets to one another, and Individual Library Needs for guage is spoken at home.2 each data set can be referenced to the PLGDB Are the Best Examples appropriate geographic location on the Later in this article, we will provide exam- earth’s surface relative to each other. Library Use Data ples of how the public library community as a whole would benefit from PLGDB. The other key data set is annual library PLGDB Facilitates Proactive The key ingredient to maintaining the use data for public library entities (often Library Decision Making value of PLGDB for the public library library systems) collected by the Federal- community as a whole, however, is to State Cooperative System (FSCS) of the With the availability of this map and have PLGDB be of relevance and value to National Center for Education Statistics/ database, the public library community any public library working environment, U.S. Department of Education (NCES/ will more often find itself in proactive sit- wherever and whatever it may be. U.S. DOE).3 These data are linked to the uations rather than reactive. The required digital base map of approximately 9,000 information can now be available in a Please Provide Feedback of the Data library entity locations throughout the timely manner for policy makers or local Your Library Needs United States. The data include not only government officials. Information once Therefore, feedback is critical as to what library use items, but information about too expensive to develop as needed is now data is most important for PLGDB and staff and budgets, as well as hours open, available in a quickly accessible and cost- how it can be of greatest long-term number of branches and bookmobiles. effective fashion. As a result, the surrogate value. A feedback box is available for data sets only of marginal relevance to your comments. We have organized the public libraries will become more passé. More Data Will Be Included as feedback box to ask users about the ease For example, in the late 1990s, the Feedback Is Received of use, accuracy of locations, new fea- lack of an integrated public library data- tures desired, and the adequacy of tools PLGDB is designed to be a work in base with accurate location information and icons for the task. See figure 1 for a progress. As public librarians and public for public library outlets led the Federal review of the feedback tool. library managers, decision makers, and Communications Commission to use stu- researchers identify additional data sets dent eligibility for free-lunch programs that would be of value to incorporate into within schools as the measure for setting A Quick Tour of the Public PLGDB, the project team will assess the the telecommunications discount rate for feasibility of integrating these data sets as public libraries.5 While free-lunch data Library Geographic Database funding and other resources permit. may provide some sense of poverty levels and Sample Usages in the community that may affect children, this data does not thoroughly convey If you take this copy of Public Libraries, Why Do Public Librarians poverty levels among the adult population go to our www.geolib.org Web site, and or in the community as a whole. These click on the link to our PLGDB interac- Need the Public Library national library policy decisions need tive library map, your computer screen Geographic Database? national library data sets. should look something like figure 2. The

Today, more than ever, public librarians are asked to address an ever-growing number of decisions and issues at the PLGDB Feedback local, regional, and national levels. Examples of questions that library man- agers and policy makers might face include:

1. Is the library providing the right bal- ance of services for changing popu- lations? How should funding levels of local library service adjust to these changes? 2. How can public libraries help bridge the digital divide through provision of equitable access to the Internet? 3. What is the relationship between distance (i.e., to a facility, user travel time) and library use?

The answers to these and many other questions can often be best addressed by a database containing nationwide public library data linked to a base map in a dig- ital environment.4 In such an environ- ment, there can be linkages among FIGURE 1

PUBLIC LIBRARIES MARCH/APRIL 2004 114 right side of the screen contains com- The Power of the Map! library use data, and geographic con- puter folders that group the data sets The power of the map is primarily in its cepts. The metadata provides a history into logical groupings (e.g., political query capability. PLGDB will allow you of the data sets, and the levels of accu- information) as well as some helpful to explore questions that you may not racy. The Coming Soon tab lists the fea- instructional notes below the folders. have been able to easily answer before. tures that are planned for development Across the top of the map are icons that For example: in 2004. One feature that is worth not- can be utilized to maneuver in the map. ing is the export data feature, enabling 1. What is the population within one downloading of the data to your desktop spreadsheet. Data Can Be Viewed at the Local mile of location A that is being con- and National Level sidered for the relocation of the King Library Branch? The PLGDB map allows you to view the 2. What percentage of elderly live in PLGDB Use Scenarios data at various scales, ranging from the south side of town served by nationwide to a local neighborhood. The Branch A and B? PLGDB will be of use to library man- default operation is to zoom into the map, 3. How many of our libraries serve agers and decision makers at many which you can do by clicking the left but- higher income neighborhoods as administrative levels. Here are two ton on your computer mouse anywhere opposed to lower income neighbor- hypothetical scenarios of PLGDB usage on the map or by holding down the left hoods? by a local public library director and by button on the mouse and dragging a rec- 4. What percentage of the Hispanics in a state LSTA Council. tangle around a geographic area on the our library market area are chil- map. As you zoom closer into an area, dren? additional geographic features will be Public Library Director drawn on the map (e.g., local maps, Use of PLGDB Print and/or E-Mail Your Map library outlets and entities). Thus, you can Library management is facing the con- view library outlets relative to other geo- Another convenient feature of the data- troversial issue of relocating a small graphic data (e.g., roads, other libraries). base is the ability to print the map on branch outlet due to severe budget cuts. your screen, or e-mail the map to It is unclear as to what the impact of another party. library relocation may be on the existing Locate neighborhood. The branch has been Alternatively and more easily you can there for more than twenty years, and Glossaries, Metadata, and click on the Locate tab and select a city library management has not conducted Features That Are Coming Soon and state. This action takes you directly any recent population analysis about the into the portion of the map you are most The database is a potpourri of treasures neighborhood. So library management interested in. A tool, “Quicksearch,” will for a librarian. There are four glossaries utilizes PLGDB to identify: be developed in 2004, allowing the user to that provide definitions of terms used in search by library name, county, or state. the database including: census data, 1. the relevant population characteris- tics of the library outlets current market utilizing a half-mile and then a one-mile radius around the outlets Interactive Map of United States Public Libraries location. Alternatively, the library director selects the specific block groups as identified by the library branch manager who experientially knows the outside boundaries of the branch’s geographic market area;6 2. the distance to the next nearest library outlet for the populations cur- rently being served by the library out- let that may be relocated; and 3. any topographical or cultural boundaries that may exist, such as major highways that block pedes- trian traffic or the cultural bound- aries of local neighborhoods, that may affect the ability or desire of the users of the current library outlet to utilize the alternative library site.

The library director reviews the above data. Reviewing 1990 U.S. Census data, she identifies a 30 percent increase in low-income Hispanic households with FIGURE 2 children within a half-mile of the library.

PUBLIC LIBRARIES MARCH/APRIL 2004 115 The proposed site is over one mile away, receive awards under the program’s geographic analyses questions (e.g., with an interstate highway at the one- current goals; and what percentage of current library users half-mile mark. The other branch is not 3. after the LSTA grants for the state reside within one mile of the newly relo- in the same cultural environment. She are announced, evaluate the efficacy cated library outlet if it is relocated to reviews branch-level in-library use data, of the LSTA application process in another site?). GIS graphically displays which indicate the homework center is realizing this years program goals different geographic data sets within one heavily used by Hispanic children in the within the state: how many LSTA environment and allows the user to con- afternoons. The branch librarian verifies applications were from libraries duct statistical analysis amongst and that these children walk to the library. identified in step 2 above, and how between data sets, while viewing these in Using the results from the library sys- many were funded. This evaluation mapped form. tem’s practice of geocoding (geocoding is will be sent to the federal funding the process of plotting address locations agency to improve the LSTA Other Public Sector onto a digital map) user address circula- announcement and application Digital Inventories tion data by library branches, the librarian process. compares the geocoded geographic mar- During the past decade, digital invento- ket areas with those she estimated, identi- ries of accurately mapped public agency fying differences and gaps in service.7 Background of the Public locations and associated critical infor- Because the Hispanic children mostly use Library Geographic Database mation were developed by agencies such materials and services in the library and as hospitals, fire and police depart- do not check out materials, their use is not It is interesting to note that 80 percent of ments, and schools, oftentimes in a GIS reflected in the geocoded market areas. all governmental data have a geographic environment. Some of these data sets The geocoded market areas indicate use component. Therefore it is not unlikely may even be available through your extends more widely than it actually does, that public libraries would share this library’s catalog. As discussed earlier, as a third of the users only check out characteristic. Some geographic data such these databases are regularly used by books on their lunch hour. The branch as street addresses have a more precise policy and decision makers at all levels librarian knows this. The branch is vital to location than other geographic data such for administration and management, this small densely populated Hispanic as land use zoning or school districts, but long- and short-range planning, regula- community which uses materials and serv- all geographic data can be displayed on a tory decision making, and, most ices in the branch more than checking out map relative to other geographic data recently, for national security and emer- materials, and walks to the library. The (e.g., how far away is the public library gency preparation. distance to the other branch would elimi- outlet from the Jones Elementary School The public library should be no nate service to this population. District?). In today’s computerized envi- exception. With fire, police, and hospi- This combination of external and ronments, geographic data sets are often tals armed with geographic data sets, internal data is a powerful tool for the maintained in a geographic information why not the library? We are all compet- library management to use in their deci- system (GIS) environment. ing for local dollars. Geographic data sion of relocation. sets can show the impact of services on specific population groups over time. What Is GIS? State LSTA Council Use of PLGDB First Digital Geographic Inventory A GIS is simply a computer system with of Public Libraries A state’s Library Services and Tech- the associated software for collecting, nology Act (LSTA) council is reviewing storing, manipulating, analyzing, and Before PLGDB, there was no compara- the effect of last year’s LSTA grants on presenting geographic data about things ble integrated national database of map- public libraries in the state. It identified that can be represented in a map form. pable U.S. public library locations and that seven of the ten recipients serve pre- GIS is used in most established city and other library-related information. While dominantly Hispanic populations (over county planning offices across the coun- a nationwide inventory of public library 50 percent), with programs oriented try and has been discussed as a tool for outlets and administrative entities toward developing literacy and bilingual librarians for more than a decade.8 existed for several years through the material. This year’s LSTA program Librarians can use PLGDB with minimal FSCS and NCES/U.S. DOE, the inven- goals are designed to serve the growing help from local GIS staff to develop their tory was not maintained in a GIS envi- elderly population and low-income chil- own data layer for incorporation with ronment nor was the inventory dren from bilingual homes. The LSTA other local GIS data sets. This availabil- developed into a more accurate base council uses PLGDB to: ity will facilitate the library’s portion of map. local government planning documents. Finally, in May of 2001, the National 1. review the latest map of the state’s Commission of Library and Information library locations; Science (NCLIS) and NCES/U.S. DOE What Does GIS Really Do? 2. identify geographic areas within the contracted with the GeoLib Program of state that have large populations of The GIS is what brings the digital map the Florida Resources and Environmental elderly and low-income children on the computer screen to life—allowing Analysis Center (FREAC) at Florida State from bilingual homes near public additional geographic features to be University to develop a geographically libraries. This offers the LSTA coun- turned on as the user zooms closer into a accurate digital base map for all of the cil insight into which libraries have map, viewing schools within two miles 1999 FSCS public library entities (these the best opportunity to apply and of the library, and using the database for correspond to public library systems,

PUBLIC LIBRARIES MARCH/APRIL 2004 116 approximately 9,000 throughout the map and database as easy to use as applicability (e.g., in-library use United States) and public library outlets possible. There are help tutorials in data collected for just the libraries in (these correspond to public library the development state, at www. the county) or nationwide (e.g., branches, approximately 16,000, not geolib.org/PLGDB.cfm. You can locations of library projects that counting bookmobiles). The digital public click on “View Map Introduction” received Institute of Museum and library base map was finished in May or “Navigation Movies” on the left Library Services funding), current or 2002. side of the screen. These will be historical. We are interested in what A digital map of public library loca- improved during 2004. There is also data you need, regardless of tions, while useful for navigational pur- an AVI tutorial. These are recom- whether the data are collected at poses for new residents to an area, is mended for first-time users. this time. limited in and of itself. It is for this rea- Regardless of the current usefulness son that the GeoLib Program, in part- of these help features, if you find a nership with the School of Information certain manipulation or functional- Future of the Public Library Studies, Information Use Policy and ity of PLGDB difficult to use or Geographic Database Management Institute, applied for and unnecessarily complex, please let us received an IMLS grant in October of know through the user feedback The hope and intent of PLGDB is to be 2002 to develop PLGDB. form accessible from the main map an Internet map-based database contain- page. ing data sets that can be queried and be 2. Test the Web site. Go to the PLGDB of value and interest to public library The Public Library Geographic Web site (accessed through the managers and decision makers at all www.geolib.org home page). Zoom governmental levels. Access will always Database and Map into your local community on the be free to end users. Needs You! digital map on your computer This vision for PLGDB will become screen. Make sure that the libraries a reality only with the interest and The most basic tenet for PLGDB is that in your community are accurately involvement of the entire public library it will be flexible and adaptable enough placed on the digital map. If you community. PLGDB cannot be static but to be of use to a wide range of public believe the accuracy could be must evolve and change. As the data and library stakeholders. Over the long term, improved, use the library feedback information needs for public library the database development involves con- icon on the map page to tell us managers and decision makers change sultation and collaboration with library where to place the outlet(s) so that with the local, state, and national library and information professionals from these are more accurately located. needs, new data sets will need to be throughout the United States in a variety Although literally thousands of incorporated into PLGDB. As public of private and public institutions. The phone calls were made in an effort libraries close, open, or relocate, the dig- database system is dynamic, allowing for to obtain the most accurate location ital base map of public library outlet and incorporation of other data sets identi- information possible, there are still entity locations upon which the entire fied and needed by others that meet cri- undoubtedly libraries that would PLGDB is built must be updated. teria for inclusion. benefit from a better geographic Accurate geographic location of libraries placement on the digital map. Also, is the anchor of this database. at the time of this writing the outlets The mechanism to fund the updat- Local Library Involvement and entities reflect 1999 public ing and evolution of PLGDB over the At the current time, we are working library entity and outlet data. We long term is one of the issues being inves- with the Baltimore County Public will be updating it to reflect the lat- tigated as part of the IMLS grant that Library in Maryland and the Fresno est library location data over time. funded this initial development. The Free County Public Library in 3. Give us feedback. Try to visualize hope is that the value received from the California to use their library branch- what other types of data you would existence of PLGDB for the many stake- level data to develop case studies and to like to see incorporated and/or dis- holders at all levels will be enough to illustrate the enhanced power of PLGDB played on PLGDB relative to the convince public organizations and pri- for public library management decision locations of public library outlets or vate companies with a large vested inter- making. We ask you to use PLGDB and entities. While the most library-rele- est in public libraries in general to send us your ideas and reactions—what vant census data are already incor- provide the modest funding that would do you need in a database to answer porated into PLGDB, we want to be needed to update and maintain important daily questions? know what other census data or, PLGDB in a form that will continue to perhaps even more important, non- serve the entire public library commu- census-related data you would ide- nity at no cost to the individual. Three Simple Actions to Take to ally need that would help you in Thus, the future of PLGDB ulti- Enhance the Value of PLGDB your library decision-making mately resides in the hands of each and There are three simple actions that you responsibilities. These data sets every stakeholder in the public library can do right now to help ensure the could range from obviously library- field. We need your input on what you future value of PLGDB for you. The related data to other data of rela- need PLGDB to do to be of indispensa- actions are: tionship to libraries that you wish to ble value to you. With that input, we can explore (e.g., the proximity of ele- all work together to help develop and 1. Try the tutorial, at www.geolib.org. mentary schools or parks to public maintain a PLGDB that will be of bene- A main goal is to make the PLGDB libraries). The data could be local in fit to each and every public library in the

PUBLIC LIBRARIES MARCH/APRIL 2004 117 country, from the smallest and most accurately overlay with other geographi- for a small branch you might have remote to the largest and most accessible. cally referenced data to this base map). 37,000 records for three months, so this 5. Dean Jue, Christie Koontz, Andrew would be $925. There is usually a mini- For more information or any addi- Magpatnay, Keith C. Lance, and Ann mum charge of $500. You can also ask tional comments and suggestions, con- Seidl, “Using Public Libraries to Provide your local county GIS staff to geocode tact Christie Koontz, ckoontz@ Technology Access for Individuals in your user addresses. The number of ad- admin.fsu.edu. The database is only in Poverty: A Nationwide Analysis of Li- dresses that can be geocoded by a coun- its second year of development, and it is brary Market Areas Using a Geographic ty department might be fewer than what Information System,” Library and In- can be obtained through an outside ven- evolving and developing as feedback is formation Science Research 21, no. 3 dor specializing in geocoding, depending received. ■ (1999): 299–325; Christie Koontz, Dean on the currency of the geographic ad- K. Jue, Stephen Hodge, 2002, “The Vital dress files being used during the address- Role of Public Libraries in America and matching process. References Subsequent Need for a Unique Method- 8. Christine M. Koontz, “Public Library ology for Determining E-Rate Discounts Site Evaluation and Location: Past and 1. This project is funded by the Institute of for Public Libraries: A White Paper,” Present Market-Based Modelling Tools Museum and Library Services, Project Written for American Library Associa- for the Future,” Library & Information Number LG 020020064, “Integrating tion Office of Technology for its appeal Science Research 14, no. 4 (1992): Public Library Data onto a National for unique library criteria for determin- 379–409; Christie M. Koontz, “Using Database Map for Enhanced Library ing eligibility for E-rate discount presen- Geographic Information Systems for Es- Services and Research,” Principal Inves- tation to Federal Communication timating and Profiling Geographic Li- tigator, Christine M. Koontz, Oct. Commission and Congress, Apr. 5, brary Market Areas,” in Geographic 2002–Sept. 30, 2004. 2002. GeoLib has developed a database Information Systems and Libraries: Pa- 2. Christine M. Koontz, Library Facility for the ALA Office of Information Tech- trons, Maps, and Spatial Information, Siting and Location Handbook (West- nology that identifies public libraries eds. Lynda C. Smith and Myke Gluck port, Conn.: Greenwood, 1991). serving areas of poverty. (Champaign, Ill.: Univ. of Illinois Pr., 3. Federal-State Cooperative System 6. Christie M. Koontz, “Where Do Our 1996); Christie M. Koontz and Dean K. (FSCS), National Center for Education Real Customers Live? (And Why Should Jue, “The Location of Your Library Statistics (NCES), http://nces.ed.gov/ We Care?),” Marketing Library Services Building: Why It Is Important, and How surveys/libraries/locator. 16, no. 6/7 (Sept./Oct. 2002): 4–6. to Do it, Using GIS (Geographic Infor- 4. A base map is a map that has a known 7. Geocoding currently costs approximate- mation System Software),” in M. F. Bis- acceptable level of accuracy that is accu- ly $25 per thousand entries. GeoLib brouck, Library Buildings in a Changing rate enough for the geometric control of staff recommend at least three months Environment, IFLA Publications 94, other positional information (i.e., one can worth of circulation data. For example, 2001, 141–53.

INTERNET SPOTLIGHT

continued from page 92 zations, publishers, retailers, reviews, and software. Selecting Leslie D. Hurst is an Interlibrary Loan/Document Delivery one will take the user into that directory where further subdi- Technician at the University of Washington, Bothell/Cascadia visions or links to Web sites will be available, much like a typ- Community College Campus Library and Media Center in Bothell, ical Internet directory. Washington, and a recent M.L.I.S. graduate from the University of Directory selections offer the name of the site, its URL, a one- Washington Information School; [email protected]. sentence description, the date it was added to the directory, how The contributing editor of this column is Steven M. Cohen, many hits it has received since, and user ratings about the site. The Assistant Librarian at the law firm of Rivkin Radler, LLP; directory’s section on comic book history is notable as it breaks [email protected]. down the history into six ages spanning from 1896 to 1978. Publisher Web sites are also good sources for information Resources about the genre. There are eleven main publishers of graphic novels and comics (see sidebar). Most of these sites also offer The Comic Book Database reviews, industry and character news, message boards, and www.cbdb.com other sources of current and valuable information. Comic Book Websites Graphic Novels in Libraries (www.topica.com/lists/ www.comicbookwebsites.com Comic Books: Internet Resources GNLIB-L) is a discussion list aimed at young adult and adult serv- http://ublib.buffalo.edu/libraries/asl/guides/comics.html ices librarians and offers a space to share reviews, ideas, and The Comics Journal resources for the selection and development of graphic novel and www.tcj.com comic book collections in public libraries. This list is unmoder- Graphic Novels in Libraries electronic discussion list ated, and membership is not required to read the archives. www.topica.com/lists/GNLIB-L No Flying, No Tights The Internet offers numerous resources for finding infor- www.noflyingnotights.com mation on or about comic books and graphic novels. This arti- Sidekicks cle lists only a handful of them. I hope librarians will find this http://sidekicks.noflyingnotights.com compilation useful in familiarizing themselves with the genre, The Lair http://lair.noflyingnotights.com making selections for their collections, and in assisting comic book and graphic novel readers find new reads, reviews, and industry information. ■

PUBLIC LIBRARIES MARCH/APRIL 2004 118 FEATURE

seasonal laborers in this largely agricul- Library and tural area of Missouri, 100 miles north of Memphis, Tennessee. Many of these workers are migrants, moving from one Information Needs of place to another in what are commonly referred to as “streams,” following the harvest of various crops. Increasingly, Latinos in Dunklin though, seasonal farmworkers are set- tling out of the stream and residing year- round in rural communities like those found in Dunklin County. County, Missouri A recent study of the Latino popula- tion in rural Missouri found that most rural Latinos are first-generation settlers Beth Bala and Denice Adkins with low educational attainment. Surveys have suggested that from 15 to 50 percent of the Latino population in Libraries in rural Missouri are struggling to provide adequate various rural Missouri towns might be services to a growing number of Spanish-speaking residents. undocumented (working or living in the United States without official immigra- This article examines the barriers to effective library services tion authorization).4 Missouri Latinos who live in rural areas tend to have more through the evaluation of a survey conducted among Latinos difficulty speaking English than those in Dunklin County, Missouri, in 2002. Successful library who live in cities.5 These problems are not limited to the adult population. With outreach to the Spanish-speaking in other areas of the the increase in the Latino population there has been an increased enrollment country have included Spanish-language materials, child- of Limited English Proficient (LEP) stu- friendly programs in Spanish, and promotion of library services dents in area schools. The Missouri Department of Elementary and through media outlets that target the Hispanic population. Secondary Education reports that enroll- ment of Spanish-speaking LEP students increased from 2,768 in 1997 to 5,098 lthough not traditionally known for its large Latino population, the state of in 2001.6 Enrollment data for Dunklin Missouri has had a 92 percent increase in its Latino population between County’s Senath-Hornersville School 1990 and 2000, with numbers rising from 61,702 to 118,592. Latinos first District indicate that Spanish-speaking settled in Kansas City, Missouri, in 1905 as they worked on the Atchison, LEP children accounted for more than ATopeka, and Santa Fe Railroad; and a small Latino community has existed in Kansas 25 percent of student enrollment for the City ever since then. Now a new development is taking place. Drawn by the promise 2001–2002 school year.7 of work, low cost of living, and safe environments for their children, Latinos are set- tling in smaller Midwestern towns. This “hypergrowth” of the Latino population is 1 happening all over the Midwestern United States. Libraries and other public institu- Literature Review tions in the Midwest have been challenged to provide effective service to this new com- munity, particularly because of a language barrier. This article looks at Latino Libraries exist to provide public access residents’ use of libraries in Dunklin County, approximately 200 miles south of St. to knowledge, information, entertain- Louis, and the library’s response to those residents. ment, and increasingly to computer tech- Rural Missouri Latinos are connected with the food industry both through agro- nology. They strive to know and serve maquilas, agricultural factories that produce food products, and as seasonal migrant their entire service population, but when field-workers. The food-preparation industry has been a driving factor in the growth the library service population includes of the rural Missouri Latino population. Almost 80 percent of Latino respondents to Latinos, some barriers arise. Latino a 1999 survey said that they moved to Missouri for work, and “in rural Missouri the patrons may not know about the library, meat processing industry is the major employer for [Latinos].”2 Although Latinos and if they do, they may not see the rel- make up only 2.5 percent of the population there, Dunklin County has seen a 388 per- evance of library service to their lives. cent growth of the Hispanic population.3 The influx in Dunklin County is due prima- Latino patrons may be geographically rily to farmworkers, as fruit crops and cotton processing require a large number of isolated from the library. If a library is too far away to walk to, and the patron Beth Bala is a school library media specialist in La Ceiba, Honduras; [email protected]. does not have a car or a reliable system Denice Adkins is an Assistant Professor at the University of Missouri–Columbia School of of public transportation, the library has Information Science and Learning Technologies; [email protected]. to develop a system to bring services to

PUBLIC LIBRARIES MARCH/APRIL 2004 119 the community. A linguistic barrier may ing records, tapes, art displays, and pup- services, if available, would be most exist when library staff is English-mono- pets, these bookmobile services took the important to them and whether they lingual and library patrons speak library to the patrons. Both libraries desired Spanish-language materials. English not at all or not very well. While attempted to meet the needs of Spanish- Because library use among the Spanish- these issues are new to Missouri, other monolingual patrons by staffing their speaking population of Dunklin County libraries have already faced them and bookmobiles with bilingual employees is very low, the survey attempted to have reported how they dealt with these and including materials written in identify the barriers to Latino library concerns. Spanish. Riverside’s Campesino Library use and determine which services would Kathleen De La Pena McCook and Service bookmobile issued 2,500 new be most attractive to the Spanish-speak- Kate Lippincott, from the University of library cards in the first year of opera- ing population. South Florida, describe their efforts to tion, reaching a quarter of the target The forty-one people interviewed survey Florida librarians on services pro- population.11 Bookmobile service is a included twenty-three females and eight- vided to migrant farmworkers in a chap- popular response to the challenge of een males. Thirty-nine respondents iden- ter of a 1998 book, Poor People and reaching geographically distant patrons, tified their racial or ethnic background Library Services. In it, they describe the but a survey of Indiana libraries finds as Latino, one identified as Asian, and constraints many librarians face: low that the most cited reason for discontin- one did not identify. Respondents’ aver- budgets and a lack of bilingual skills uing bookmobile service was the con- age age was 34.5 years. Eleven respon- among staff. From this survey and the struction of a branch library to serve the dents (27 percent) were between 18 and resulting list of people interested in formerly isolated population.12 25 years of age; thirteen (32 percent) exploring the issue, they formed a com- were between 26 and 40 years of age; mittee that began its work by focusing and another thirteen (32 percent) were on literacy (the Migrant Worker Family Discussion over 40 years of age. Four respondents Project, sponsored by the Tampa Bay did not disclose their ages. On average, Library Consortium). The committee The Dunklin County Library System has most respondents had lived in southeast- identified a need for more Spanish-lan- nine branches and does not run a book- ern Missouri for less than three years. guage materials and developed a list of mobile service; however, the experiences Seventeen respondents (42 percent) had quality Spanish reference, easy reading, of California libraries in providing child- lived in southeastern Missouri for twelve and children’s materials for librarians friendly Spanish-language programming, months or less; one respondent (2 per- who do not speak Spanish to use when Spanish-language collections, and pro- cent) had lived in southeastern Missouri expanding their collections.8 Addition- motion of library services through part- for twelve years. Most respondents lived ally, a week-long institute focusing on nerships with other organizations are within ten minutes of a library branch. the needs of Spanish-speaking popula- still applicable. The impact of “hyper- Twenty-one respondents (51 per- tions in Florida was developed and growth” among the Latino population cent) had not finished high school and implemented in 1998 (Library Services in rural Missouri challenges institutions did not hold a General Education to Youth of Hispanic Heritage, spon- like libraries accustomed to serving a Development (GED) certificate. Twelve sored by the Trejo Foster Foundation predominantly English-speaking popula- respondents (29 percent) had finished for Hispanic Library Education). The tion. Recognizing the growth of the high school or earned their GEDs. thrust of the conference was the impor- Latino population is a first step toward Another five respondents (12 percent) tance of understanding the needs, developing library outreach to a target had completed some college, business, or desires, activities, and background of population. However, it is also impor- vocational training, but only one respon- the target population.9 tant to understand what the information dent (2 percent) held a college degree. Two libraries in the state of needs of the community are. Two respondents did not indicate how California developed bookmobile serv- much education they had had. Many of ices targeted toward Latino farmwork- the respondents were unemployed or ers. The Fresno County Public Library Methods seasonally employed. Only eight respon- and the Riverside City and County dents (20 percent) worked year-round. Library both attempted to establish com- In November and December 2002, Thirteen (32 percent) were seasonally munity partnerships and flexible policies forty-one Latino residents of Dunklin employed, and five (12 percent) were to overcome barriers. In order to foster County, Missouri, were interviewed unemployed. The population also con- trust between farmworkers and the about their library use. With Angel sisted of five (12 percent) disabled Campesino Library program, the library Castro (Missouri Title I-C Migrant respondents, five (12 percent) homemak- sought partners who were already famil- Education Center, Malden, Missouri), ers, and four (10 percent) students. One iar with the community, such as social Ricardo Fuentes, and Maria Flores respondent did not provide employment services employees, health providers, (both of the Missouri Division of status. and churches. To increase awareness of Workforce Development, Kennett, The U.S. Department of Agriculture the Campesino Library program, the Missouri), Beth Bala (one of the authors reports that most farmworkers earn library began a marketing campaign to of this article) conducted door-to-door annual incomes below the federal promote library services through interviews. In these interviews, Latino poverty level, and half earn wages below Spanish-language publications and radio residents were asked whether or not $7,500 per year.13 Household incomes stations.10 they had used the library in the last six for Dunklin County respondents were Stocked with English-as-a-Second- months, and if so, which services they consistent with this. Eighteen respon- Language materials, Spanish-language had used. To capture unmet information dents (44 percent) reported household materials, and nonprint materials includ- needs, residents were also asked which incomes of less than $15,000 per year.

PUBLIC LIBRARIES MARCH/APRIL 2004 120 Nine respondents (22 percent) reported percent) wanted Spanish-language chil- that research would be helpful, while incomes between $15,000 and $19,999, dren’s books, and five (12 percent) help with schoolwork and help complet- and four (10 percent) reported household wanted reference services provided in ing their education were cited by eight- incomes between $20,000 and $34,999. Spanish. een respondents (44 percent) each. Ten respondents did not know or chose Nineteen respondents (46 percent) not to report their annual household wanted to improve their computer skills, Computer Access income. The average number of people while eighteen (44 percent) said that the living in a household was 4.8. The total The library service most frequently used ability to write and print reports at the number ranged from a low of two people by these respondents was computer library would be helpful. In general, per household to a high of nine. access. Six of the seven respondents who respondents’ desires from library serv- had used the library in the past six ices were education-oriented. months indicated using computers at the Results library. Indeed, when asked what serv- Barriers ices would attract them to the library, Of the forty-one residents interviewed, seventeen of the respondents (42 per- Latinos living on low incomes in rural thirty-two (78 percent) had not visited cent) said that computer access would southeast Missouri face problems similar the library in the past six months. When do so. Over half of the respondents to other groups, including finding asked why they had not used the library, knew that the library provided free affordable and safe housing and ade- fourteen (34 percent) cited a language access to computers. When asked why quate medical care for treatment of barrier. Other reasons cited for not using they had not used computers at the chronic diseases such as diabetes and the library included conflict with work library, twenty-three respondents (56 high blood pressure as well as acute hours and a lack of need. None of the percent) said they did not know how, medical crises. However, many Latinos respondents suggested that they had and thirteen respondents (31 percent) also face a language barrier. According concerns about registering with the felt their command of English was not to Rosie Garcia, an outreach specialist library due to undocumented status. See good enough to use the computers. with the Missouri Career Center, a lack table 1. Thirty-six respondents (88 percent) said of Spanish-language brochures, forms, they would use the library’s computers if and other materials makes simple tasks they knew that the computers had a like opening a checking account at a Library Books and Materials Spanish-language interface. Although a bank, getting a driver’s license and car Seven respondents (17 percent) indicated Spanish-language interface already insurance, or buying an auto part very visiting the library once or twice during existed on these Gates Foundation com- difficult without the assistance of an the last six months, and two (5 percent) puters, this feature was not marketed to interpreter. For the undocumented, most had visited the library more than three the population that would benefit most of these chores can be all but impossible times in the last six months. The book from it. because they lack a valid social security circulation service was used by three number.14 Angel Castro, a recruiter with respondents (7 percent); video circula- the Migrant Education Center, said that Desired Services tion and magazine services were used by the majority of the people he contacts do two respondents each (5 percent); and When Latino residents were asked what not speak English. They rely upon their audiobook circulation and tax form library services would be of value to children to serve as interpreters, though availability were used by one respondent them, twenty-two respondents (54 per- they want to learn English. Work takes each (2 percent). Twenty-eight respon- cent) said that literacy-related skills precedence over all other activities, but dents (68 percent) said they would like (learning to read or improving reading still a growing number of people are Spanish-language books at the library; ability) would be useful. Twenty-one making the time to take ESL classes at a eighteen (44 percent) said they would respondents (51 percent) said that learn- local church. like Spanish-language videos. Fifteen (37 ing to do research and being able to do Castro said the Spanish-speaking community trusts and relies upon the many services provided by Southeast Missouri Health Network, a federally TABLE 1 funded health clinic with branches TABLE 1. NUMBER O throughout southeast Missouri which Respondents Who Had Used Various Library Services offers medical and dental care on a slid- within the Last Six Months ing scale fee structure. In addition to medical services, the clinic offers inter- Used Library within the Last Six Months No. of Respondents pretation services, a monthly legal assis- To check out books 3 tance clinic, social activities, and serves To check out audiobooks 1 as a clearinghouse for referrals to other To check out videos 2 agencies and organizations. If a Latino To check out paperback books 1 To use computers 6 has a question that neighbors and To use children’s materials 4 friends can’t help with, the next call To read magazines 2 would probably be to the clinic. The To use reference services 1 library isn’t viewed as a place that wel- To use tax forms 1 comes Latinos because there are no resources for non-English speakers, and

PUBLIC LIBRARIES MARCH/APRIL 2004 121 often, according to Castro, library staff workers who are known to the Latino brary Services to Poor People, ed. Karen assume because he’s Hispanic that he community in rural Missouri. M. Venturella (Jefferson, N.C.: McFar- cannot speak English and treat him as This Midwestern Latino community land, 1998), 154. 15 10. Catherine Jasper, “Services to Migrant though he’s a bother to them. seeks to focus on education and self- and Seasonal Farmworkers,” in Library improvement. This is a good opportunity Services to Youth of Hispanic Heritage, for the library to work with community eds. Barbara Immroth and Kathleen De Conclusions agencies to provide educational pro- La Pena McCook (Jefferson, N.C.: Mc- Farland, 2000), 45. grams for the Spanish-speaking commu- 11. Joan Plessner, “The Fruit of Their This survey documents the library use nity, using community agency employees Labors,” American Libraries (Mar. patterns of forty-one Latino residents of or volunteers to provide programming 1992): 257. Dunklin County, Missouri. While it can- and Spanish-language translation. ■ 12. Ibid., 256. 13. Stephanie Davis, Cynthia Harnish, and not be definitively said that Dunklin Elaine Walker, “Bookmobile Service in County Latinos are representative of the Indiana: Its History, Its Present and Its entire Latino community, this survey References Future,” Indiana Libraries 20, no. 1 provides other rural Midwestern coun- (2001): 3. ties some information for dealing with 1. Sylvia Lazos, Cambio de colores 14. See National Center for Farmworker Health Facts about Farmworkers. Ac- their own growing Latino populations. (Change of Colors): Legal and Policy Challenges As Latinas/os Make Their cessed July 28, 2002, www.ncfh.org/ The survey reveals a considerable Homes in Mid-Missouri (Columbia, factsheets_01.shtml; J. Runyan Effland level of library underuse by Latino resi- Mo.: Univ. of Missouri-Columbia, and S. Hamm, Hired Farm Labor Use dents. Because most respondents lived School of Law, 2002), 21. on Fruit, Vegetable and Horticultural 2. Ibid., 6. Specialty Farms (Washington, D.C.: U.S. relatively close to library branches, it Department of Agriculture, 1993). was considered that geographical barri- 3. U.S. Department of Commerce, Bureau of the Census, Public Law File 94-171. 15. Rosie Garcia, outreach specialist with ers did not apply to this situation. 4. Table produced by University Outreach Missouri Career Center in Kennett, Mis- Respondents’ comments suggested that and Extension, Office of Social and Eco- souri, interview by author, Mar. 14, language and publicity barriers were nomic Data Analysis. Accessed Mar. 15, 2003. 16. Angel Castro, recruiter with Migrant more likely to cause library underuse. A 2003, http://mcdc2.missouri.edu/websas/ dp1_2ktmenus/mo/Counties.html. Education Center in Malden, Missouri, lack of Spanish-language materials and 5. Lazos, Cambio de colores, 39–40. interview by author, Nov. 25, 2002. bilingual library staff contributed to a 6. Ibid., 25. sense that Latinos are not welcome in 7. Ibid., 44. 8. Missouri Department of Elementary and the library. Additionally, the library’s Additional Resources lack of advertising and networking was Secondary Education Census, Missouri Dept. of Elementary and Secondary Ed- revealed in patrons’ assumption that ucation, Missouri School Directory, Bala, Beth, and Denice Adkins. “Library Ser- library computers were not accessible to 2001-02. Accessed Mar. 15, 2003, www. vices to Spanish Speaking residents of the Spanish-speaking. Library services dese.state.mo.us/divimprove/fedprog/ Dunklin County, Missouri.” Survey data can and should be advertised in media discretionarygrants/bilingual-esol/ collected in November and December LEPCensus.htm. 2002. University of Missouri, 2003. that reach the Spanish-speaking popula- 9. Kathleen De La Pena McCook and Kate Naismith, Rachel. “Library Services to Mi- tion, and outreach efforts can be con- Lippincott, “Library Services to Farm- grant Farmworkers.” Library Journal ducted with local health and education workers in West Central Florida,” in Li- (Mar. 1, 1989): 54–55.

LIBRARY DIRECTOR Salary up to $114,288 Hennepin County Library serves approximately 700,000 residents of the suburban area surrounding Minneapolis, MN. We are consistently rated among the Top 10 Public Library Systems in our population class and have an annual operating budget of $36 million. With 26 library locations and a Children’s Readmobile as well as Outreach and eLibrary services, we have an annual circulation of 11.6 million, one of the highest in the nation. Our use rate is equivalent to each resident of the region borrowing almost 15 times annually. The Library Director will set the strategic direction for an adaptive and diverse organization, providing Hennepin County citizens with access to lifelong learning and information. With vision and purpose, the Director will pilot new initiatives that capitalize on rapid changes in technology, expand the system’s outreach to new Americans, and broaden the base of partnerships with other County departments, businesses and educational institutions. This position reports to the Deputy County Administrator and interacts with an advisory library Board. The ideal candidate for this position must possess a Master’s degree in Library Science from a school accredited by the American Library Association (ALA) and at least 6 years’ experience as Director, Deputy Director or Manager of a large library system, including experience in supervising professional and supervisory staff. Applications will be accepted through April 15th, 2004. Resumes and cover letters should be forwarded to: [email protected]. Questions may be directed to Victoria DeFord at 952-847-8751. Additional information about the position is available at http://www.hennepin.us/jobs/jobs.htm

To learn more about the Hennepin County Library, please visit www.hclib.org Equal Opportunity Employer

PUBLIC LIBRARIES MARCH/APRIL 2004 122 Online Education @ PLA learn about award-winning programs that can be replicated in their libraries and how to apply for awards and get winning PLA has launched an online education program, e-Learning@ results! PLA Small and Medium-Sized Libraries Committee. PLA. This online learning format is designed to help users learn more efficiently and to facilitate ease of collaboration between Saturday, June 26, 10:30 A.M.–noon colleagues and instructors. Early Literacy Content in Storytimes: Added Value. Research The first course of study offered in this new venture is conducted by the PLA/ALSC Emergent Literacy Initiative “Creating Policies for Results.” In this course, which is based demonstrated positive changes in parents’ ability to help their on the popular American Library Association (ALA) publica- children gain emergent literacy skills. This program will report tion, Creating Policies for Results: From Chaos to Clarity, par- on these research results and model how to incorporate these ticipants will work with the publication’s authors, Sandra concepts into public library storytimes. PLA/ALSC Emergent Nelson and June Garcia, as they encounter real library-policy Literacy Task Force. problems. Participants will gain useful knowledge, skills, and Intellectual Freedom 101: Training New Staff. Are patron’s judgment that will enable them to produce useable policies tai- reading tastes a topic of staff gossip at your water cooler? Is lored to their individual libraries. The curriculum features identity theft a real possibility in your library? Learn how to interactive exercises, collaborative work, and online chats with train your staff on intellectual freedom basics. Bookmobile instructors and colleagues. Each participant will have approxi- drivers, shelvers, volunteers, and board members all need to mately six months to finish the course, and then another six- know what to do when challenged. PLA Intellectual Freedom months access to the e-Learning@PLA system. Technical Committee. requirements are: Internet Explorer 5.5 or higher, or Netscape It Works! Successful Programs for School Age Children. 6.0 or higher. Participants also will need Adobe Reader, which Active children’s librarians will share creative and successful is available as a free downloadable program on the Web. programs for elementary school children. Participants will view Registration is available at www.pla.org. lively demonstrations with break-out sessions to follow. Please note that course curriculum will supplement infor- Participants will have an opportunity to ask questions, share mation provided in “Creating Policies for Results: From Chaos ideas, and gather logistical information and materials. Services to Clarity,” and participants will be expected to have access to to Elementary School Children and Their Caregivers a copy of the publication before they begin the course. The Committee. book is available from the ALA Online Store at www.alas- Rural Libraries: The Heart of the Community. How can you tore.ala.org, or by calling the ALA Order Department at 1- organize space and programs in your library to serve as commu- 866-746-7252. nity commons for your town or village? This program will show For more information regarding “e-learning @ PLA” you models of library programs that are successfully building please contact the PLA office at 1-800-545-2433, ext. 5752, or community for their supporters. PLA Rural Libraries Committee. www.pla.org. What Would You Do If . . . ? Privacy Dilemmas in the Public Library. What would you do if you found a suicide note Don’t Miss These PLA Programs at the in a newly returned book? Or a child says he is being abused at home? Or you suspect spousal abuse against one of your Upcoming ALA Annual Conference in Orlando patrons? Hear from practitioners who have faced these and PLA Programs for the other privacy dilemmas. PLA Library Confidentiality 2004 ALA Annual Conference, Orlando Committee.

Saturday, June 26, 8:30–10 A.M. Saturday, June 26, 1:30–3:30 P.M. Booktalking with Pizzazz. Today’s library users, from preschool- AV 101. This program is intended to be a mini training session ers to seniors are becoming increasingly media savvy. This pro- for new AV librarians. It will also be advantageous for librari- gram contains examples of “media talks,” which are still rooted ans who are required to do multimedia collection development in the traditional book but use other media to add another dimen- in various media. Since AV formats change frequently, there is sion. With the addition of the media, these short talks can easily a lot of information required to be knowledgeable in all of the be expanded into a full-blown subject program. Services for popular formats. PLA Audiovisual Committee. Elementary School Children and Their Caregivers Committee. Balancing the Load: Strategies for Working Smarter. How can libraries evaluate what we do to make the most of all our Saturday, June 26, 8:30–10 A.M. resources? This program presents three models of how libraries Shine On: More Award Winning Stories from Small and are using workload measures to identify and develop best prac- Medium-Sized Public Libraries. Three presenters from award- tices in both union and nonunion environments. Metropolitan winning libraries will tell their stories. Audience members will Libraries Committee.

PUBLIC LIBRARIES MARCH/APRIL 2004 123 limited literacy skills. Find out how poor reading skills can pose barriers to vital infor- mation for low-level readers, and learn how to evaluate appropriate formats for provid- ing information for these library users. PLA Basic Education and Literacy Services Committee. Second Innocence: Renewing the Work and Life Journey at Midlife. This session explores the personal challenges and opportunities we face in renewing the work and life journey in midlife and beyond. John Izzo, author of Awakening Corporate Soul and the newly released Second Innocence: Rediscovering Joy and Wonder, will delight participants with stories about the midlife journey in life and work and will lead them in exercises that help them rediscover lessons learned and discover paths to renewal. PLA. What’s Books Got to Do with It? This Marcive program focusing on African-American authors of fiction will provide a general overview of mainstream African-American fiction writers as well as a historical look at island the culture in regards to writing trends and those who pioneered the way for others today. Includes an examination of the vari- 124 ous genres according to the readers of these works; a listing of who’s who in the field; and updates and insights on how to get involved in your community. BCALA.

Sunday, June 27, 1:30–3:30 P.M. Hot Topics Talk Tables. Roundtable discus- sions of topics of current interest to public librarians facilitated by members of the Emerging Issues Discussion Group. PLA Emerging Issues Discussion Group. Library Leadership: The Next Generation. Everyone is talking about the graying of the profession, but are we taking it seriously? Data shows that 40 percent of the nation’s librarians will be retiring by 2010, and 75 percent of the professional workforce will retire within twelve years. Many key members of the workforce will retire as well, along with the knowledge, his- tory, skills, and abilities they bring. What can you do now to prepare? Join us as we discuss Creating WOW! Library Services for a New Generation (A succession management and planning. PLA. Live Focus Group). Research will be presented showing that the Millennials (Generation Y subset: voters eighteen- to Sunday, June 27, 4–5:30 P.M. twenty-four-years-old) are different than other generations Integrating Public Library Databases onto a Nationwide were even at the same age and how they think about libraries. Digital Base Map for Enhanced Library Services. This project There will be a diverse panel of six to eight Millennials who will link key public library data sets to a recently created will be asked questions by the moderator and the audience nationwide digital public library base map, producing a first- about their interests, activities, and beliefs. The panel will not ever integrated nationwide public library database system. hear the presenter’s comments before being questioned. PLA GeoLib is partnering with the Information Institute of Florida Marketing Public Libraries Committee. State University on this project, October 2001–September Equity of Access: Serving Adults with Limited Literacy 2004. A Web site will be available for this project under the Skills. The National Assessment of Adult Literacy (NAAL) esti- GeoLib Web site, www.geolib.org. PLA Marketing Public mates that at least 20 percent of adults in the United States have Libraries Committee.

PUBLIC LIBRARIES MARCH/APRIL 2004 124 Monday, June 28, 8:30–10 A.M. vide an introduction to health literacy and the medical commu- Serving the Techie Boomer. With the graying of America, librar- nity’s reaction. Library literacy programs will share how they ians will be serving evermore-older adults. Studies reflect a need partner with others to reach families with low reading skills. PLA for special technology services for this population. This program Basic Education and Literacy Services Committee. will present an introduction to the need for special services, give an introduction to the array of services currently provided, and offer a glimpse of future program needs. PLA Adult Continuing Get Involved @ PLA and Independent Learning Services Committee. Teaching Librarians to Fish. You’ve heard the saying “Give Tap into the knowledge, ideas, wisdom, and advice of col- a man a fish and you have fed him for today; teach a man to leagues who face the same challenges you do by joining a PLA fish and you have fed him for a lifetime.” In the same way, division or cluster committee. Committee participation enables teach a librarian a skill, and they can perform that skill. But if you to become involved in planning PLA programs, events, and you teach a librarian how to train, they can train others. Come more. Committee involvement also offers you the opportunity learn about a successful multilibrary collaboration model, to share your experiences, gain additional expertise, and learn developed and implemented by libraries in the state of North from your peers while advancing the work of the profession. Carolina, that can help you maximize your investment in staff Visit www.pla.org for more information about PLA committee ■ development. PLA. work.

Monday, June 28, 10:30 A.M.–12:30 P.M. Not an Option: Library Services to Multicultural Populations in Tough Times. How can we preserve outreach and other serv- ices when budgets are cut? Get the facts behind the philosophy. Learn how library systems address issues of diversity, equity, and service while keeping an eye on the bottom line. PLA Services to Multicultural Populations Committee.

Monday, June 28, 1:30–3 P.M. Implementing eCommerce Online Transactions in a Public Library Setting. A panel discussion outlining the technical, 2004 financial, and training hurdles to be addressed when imple- menting online debit and credit card transactions on a library June 24–30 Web site. PLA Committee on Technology in Public Libraries. ALA Annual Conference Orlando, Fl. Monday, June 28, 1:30–4 P.M. 2005 Health Literacy and Adult Education: A Partnership Opportunity for Libraries. The health-literacy movement recom- January 14–19 mends that information be provided at a fifth- to eighth-grade ALA Midwinter Meeting level. How do librarians provide answers for the 20 percent of Boston adults in the United States who read at the lowest literacy level? March 7–9 Learn how programs in Florida and New York use creative PLA Spring Symposium approaches to build healthy communities. National author and Chicago speaker, Rima Rudd (Harvard School of Public Health), will pro-

PLA Sponsors Regional Workshop on Creating Library Policies

Why should busy library managers spend valuable time provide library staff responsible for writing their library’s reviewing, revising, and writing policy statements, regula- policies the information they need to make the best use of the tions, procedures, and guidelines? Isn't it enough to tell staff book’s exercises and templates. what the rules are? Participants will leave this program ready to complete a In a word—NO! policy audit, write or revise policies, and communicate effec- The Public Library Association (PLA) is offering a one- tively about the library's policies with the board, the staff, day workshop on creating library policies on April 27, 2004, and the public. in Scottsdale, Arizona. In June 2003, PLA released the latest You can find more information and an application on the entry in the For Results series titled Creating Policies for PLA Web site, www.pla.org. Workshop space is limited so Results: From Chaos to Clarity. This workshop, taught by sign up today! June Garcia and Sandra Nelson, the book’s coauthors, will

PUBLIC LIBRARIES MARCH/APRIL 2004 125 rience in running chess clubs dren develop a love for stories both inside and outside li- and reading that will extend be- braries; his teaching methods yond the library. are inspiring and will make you Geared for children ages want to start a chess club right eighteen months to five years, away—even if you are not a each chapter begins with an out- world class chess player your- line of the included activities, self. followed by read-aloud sugges- He gives the reader a good tions, fingerplays, flannelboard number of succinct book talks stories, puppet plays with Connecting Boys with without sounding discriminato- geared for boys’ interests and scripts, songs, matching games, Books ry. He suspects this is the reason attention spans, which is a wel- coloring sheets, handouts, and come resource, and he suggests step-by-step directions for all of What Libraries Can Do so little has been said on the issue in the past. In making his trying both oral and visual sto- the suggested activities. Simple By Michael Sullivan. Chicago: case, many women librarians rytelling. To this end, he offers instructions and patterns for ALA, 2003. 121p. $32, $28.80 will grit their teeth when he alternative versions of well- making the puppets and flannel- ALA members (ISBN 0-83890- points out that we are such a known stories, such as Stone board characters are also pro- 849-7) LC 2003-006962. major force in children’s work Soup and Aesop’s Fables, to tell vided. Since a large component There are few things more that we are unwittingly biased the boys. In short, Sullivan of- of each theme is flannelboard exciting than watching kids in our programming in public li- fers a number of ideas for boys’ stories, users may want to have react to a story during a story braries. In my opinion, he’s programming that many chil- the necessary props easily avail- time. Little boys are as eager as right. In many ways, some fe- dren’s and school librarians will able when preparing to use this little girls to be caught up in the male librarians just do not get it want to try right away.—Bar- title. story. If you have the opportuni- because they are female. bara Mulrine, Librarian, Mana- In addition to the patterns ty to follow the children for a Some of the things he has tee School for the Arts, and templates for the activities few years, you will probably done in his library could cause Palmetto, Florida. in the book, the authors have begin to notice a shift in reading heated debate among library created a musical CD-ROM to material early on in boys’ lives, staff. He suggests that there Ready-To-Go Storytimes supplement each story hour. when they will comb the Dewey should be a place in the library Fingerplays, Scripts, Patterns, The fourteen songs, all written sections for books about di- where kids can eat as well as Music, and More and sung by the authors, are de- nosaurs, spiders, bugs, rocks, talk, kick back, and relax for a signed to bring a lively musical and other nature/science topics, while after school, as well as a By Gail Benton and Trisha element to each program. Ben- while girls will gravitate toward quiet place for kids to study and Waichulaitis. New York: Neal- ton and Waichulaitis will surely fiction. By the time middle read. Just from a space perspec- Schuman, 2003. 239p. $59.95 hit the right note with librarians school years roll around, the tive alone, this arrangement (ISBN 1-55570-449-2) LC with this title!—Cathie Bashaw number of boys found taking could be difficult to achieve in 2003-000914. Morton, MLS/Children’s Li- out books or setting foot in a li- some libraries, and the notion of Benton and Waichulaitis brarian, Somers (N.Y.) Library. brary for any reason diminishes. letting kids eat in the library have teamed up to create a very This is not news, and Michael would drive our preservation user-friendly guide to aid educa- Teen Spaces tors in leading successful story Sullivan knows it; however, he professors—as well as some li- The Step-by-Step Library has an insider’s perspective on brary staff—insane. Nonethe- hour programs. Children’s li- Makeover how to keep boys coming back less, the idea of a place to relax brarians, school media special- to the library. If you are inter- after school is a healthy one. He ists, and preschool teachers will By Kimberly Bolan Taney. ested in bringing boys into the advocates getting more male appreciate this ready-to-go Chicago: ALA, 2003. 137p. library, read this book. volunteers in the library, but guide as they plan for children’s $35, $31.50 ALA members Sullivan states in his intro- cautions that those volunteers programming. (ISBN 0-83890-832-2) LC duction that it is difficult for must be properly screened for Complete with advice and 2002-009122. men to talk about gender issues safety reasons. He has had expe- templates, the six chapters are If you’ve ever stared at the compiled by theme (food, ani- teen area in your public library mals, deserts, beach, colors, and and said with a sigh, “We’ve got dress-up) to lead even the least to do something with that If you are interested in reviewing or submitting creative or crafty librarians space,” this book is your salva- materials for “By the Book,” contact the contribut- through a complete thirty- tion. Publications on library ing editor, Jennifer Schatz, 213 Waterfield Library, minute story hour session. planning, such as Lushington’s Murray State University, Murray, KY 42071; Although several titles of- Libraries Designed for Users [email protected]. fering suggestions for finger- and Brown’s Interior Design for “By the Book” reviews professional develop- plays and story times are Libraries (reviewed in the ment materials of potential interest to public librar- available, few incorporate all of May/June 2003 Public Li- ians, trustees, and others involved in library service. the elements found in Ready-to- braries), typically have two to PLA policy dictates that publications of the Public Library Association not be reviewed in this column. Notice of new publica- Go-Storytimes. This volume is three pages devoted to teen tions from PLA will generally be found in the “News from PLA” sec- complete with everything a li- areas. This is one of the first tion of Public Libraries. brarian needs for a fun-filled books that focuses solely on A description of books written by the editors or contributing program. Not only entertaining, that problem “tween” area be- editors of Public Libraries may appear in this column but no evalu- these programs are easy to use tween children’s and adults— ative review will be included for these titles. with just minimal preparation. and it’s a gem. Taney’s advocacy They are designed to help chil- is compelling:

PUBLIC LIBRARIES MARCH/APRIL 2004 126 Teenagers deserve a place space. According to Taney, the to hang out, do homework, key is to let teens know they are Books in Brief and be themselves. By rec- welcome. With the detailed pro- ognizing teens as important gramming, marketing, and mer- Annotations of Books Received But Not Reviewed customers today, libraries chandizing ideas in this chapter, Binding and Care of Printed Music [Music Library will ensure their adult you can adeptly put out that Association Basic Manual Series No. 2]. By Alice Carli. patronage tomorrow. . . . welcome mat. Six very useful Lanham, Md.: Scarecrow, 2003. 192p. $29.95 (ISBN 0- Take a long hard look at worksheet templates for brain- 8108-4652-7) LC 2003-001003. An illustrated guide to your library’s teen space. storming meetings, space assess- music binding, including pamphlet page attachments, What message does it send ment, and budget planning, and to teens? . . . A library’s a resource list of publications, pamphlet binders, custom containers, brittle materials, young adult space tells its Web sites, and vendors follow and more. teenagers a great deal the last chapter. Super Searchers on Competitive Intelligence: The Online and about how you feel about Like the wild mood swings Offline Secrets of Top CI Researchers. By Margaret them, and the stereotypical of the teens for whom she advo- Metcalf Carr, edited by Reva Basch. Medford, N.J.: teen space simply tells them cates, Taney’s book swings won- Information Today, 2003. 345p. $24.95 (ISBN 0- you do not care (ix). derfully between philosophical 910965-64-1) LC 2003-000621. Another volume in the discussions about the teenage “Super Searchers” series, featuring interviews on effective The author begins with an psyche and detailed advice CI research techniques from experts working for Dell excellent and eclectic summary about paint chips. This passion- Computer, Merck, Lockheed Martin, of the latest research about ate, well-organized, easily acces- U.S. Government on the Web: Getting the Information You teenage wants and needs. She sible book should be the first Need. Edited by Peter Hernon, Robert E. Dugan and includes, for example, the resource that architects, teen li- John A. Shuler. Westport, Conn.: Libraries Unlimited, words teens use to describe this brarians, and public library di- 2003. 405p. $50 (ISBN 1-59158-086-2) LC 2003- time in their life (fun, cool, diffi- rectors reach for when someone 001018. The third edition of an Internet resource guide cult, confusing), the typical con- wonders what can be done with through the complicated paths of Federal government tents of boys and girls school the teen area.—Ann Curry, As- branches, agencies, departments, and programs. lockers (basketball hoops, pic- sociate Professor, School of Li- Acquisitions in Different and Special Subject Areas. Edited tures of friends), and the forty brary, Archival and Information by Abulfazal M. Fazle Kabir. Binghamton, N.Y.: assets identified by the Search Studies, The University of Haworth, 2003. $19.95 (ISBN 0-7890-2290-7) LC 2003- Institute as crucial for a young British Columbia. person to grow up healthy, car- 012879. A collection of articles about such diverse col- lection development topics as ethnic musical recordings, ing, and responsible. She urges Help Wanted us to do our own local research, popular fiction, India studies, and local poetry. Job and Career Information to ask our teen customers what Virtual Reference Services: Issues and Trends. By Stacey Resources kind of library space and service Kimmel and Jennifer Heise. Binghamton, N.Y.: Haworth, they want, and in her “Ask and Edited by Gary W. White. 2003. 196p. $29.95 (ISBN 0-7890-2045-9) LC 2003- Analyze” chapter she provides Chicago: RUSA, ALA, 2003. 005365. A discussion of issues and trends surrounding excellent sample surveys that 74p. $22.50 (ISBN 0-83898- virtual reference services in public, academic, and special one could use to gather these 222-0) LC 2003-000813. libraries. opinions. The stated purpose of Help Recommended Reference Books for Small and Medium- The chapters on analyzing Wanted: Job and Career Infor- Sized Libraries and Media Centers, 2003 ed. Edited by current teen space, preparing a mation Resources, a RUSA pub- Martin Dillon and Shannon Graff Hysell. Westport, renovation proposal, and work- lication, is to provide current Conn.: Libraries Unlimited, 2003. 328p. $70 (ISBN 1- ing with an architect are very information on all aspects of 59158-055-2). good, but Taney’s forty-page employment and the job market Information Practice in Science and Technology: Evolving chapter on design and decorat- for educators, career coun- Challenges and New Directions. Edited by Mary C. ing ideas is itself worth the cost selors, and the general public. Schlembach. Binghamton, N.Y.: Haworth, 2003. 168p. of the book. Her section on var- However, it fails to accomplish $19.95 (ISBN 0-7890-2184-6) LC 2003-000722. Science ious design themes (e.g., high- its purpose through poor organ- and technology library cases and studies including topics tech, Hollywood, coffeehouse) ization and a seeming lack of will spark ideas in both librari- consistency. such as vendor statistics, outreach models, research sup- ans and architects; and her The title and statement of port, Web site use statistics, and more. “Decorating 101” section on as- purpose would seem to indicate The Core Business Web: A Guide to Key Information pects such as color, painting that this book should be a prac- Resources. Edited by Gary W. White. Binghamton, techniques, signage, and layout tical guide to finding and using N.Y.: Haworth, 2003. 325p. $29.95 (ISBN 0-7890- contains superb advice applica- career resources. Unfortunately, 2095-5) LC 2003-001108. Lists of Web sites covering ble to all library areas. Numer- the practical chapters are pushed banking, hospital and tourism, finance, career, business ous sketches, library layout to the back of the book in favor law, and so on. drawings, and black-and-white of less useful information. photographs complement the The first chapter is a paper text. adapted from an address made The concluding “Long- in 1999 by a representative of career counseling and coaching. help for librarians or patrons, Term Promotion” chapter will Career Development Services, a While the company provides an and plays like a twenty-page ad tell you how to attract teens to nonprofit firm that helps indi- interesting service, the article re- for the company. It certainly use your new ideal young adult viduals and organizations with ally offers little in the way of doesn’t seem to fit with the

PUBLIC LIBRARIES MARCH/APRIL 2004 127 books intended purpose, since it than the library is the provider with the least you need to know ones own library to offer VRS offers little in the way of sugges- of reference services. The Inter- to conduct a minimally produc- and, for making the necessary tion or ideas for libraries. net has created unprecedented tive reference transaction” (53). organizational changes.— Chapters are also included access to an infinity of unorgan- To counter this tendency, she Michael Austin Shell, Integrated on developing career collections ized information, and con- leads the reader through twen- Library Systems (ILS) Librari- and services for patron use in sumers increasingly expect ty-four rigorous exercises cover- an, Jacksonville (Fla.) Public Li- both academic and public li- quick, remote, round-the-clock ing every aspect of chat brary brary settings. These case stud- information service. Nonethe- etiquette, software and Internet ies, from Indiana University and less, Lipow argues, they also use, and reference interviewing The Encyclopedia of San Francisco Public Library, want the responsiveness and ex- in virtual mode. may provide some ideas for the pertise of a human consultant to Regarding VRS Web site Library and Information creation of such a collection, help with their searching. As design itself, Lipow shares ten Science, 2d ed. but they serve mainly as a re- Clifford Lynch writes in his principles for home page accessi- Edited by Miriam Drake. New view of which direction one par- foreword, the expansion into bility and ten key planning deci- York: Dekker, 2003. 3600p. 4 ticular library chose. A more virtual reference services (VRS) sions. She says that user vols. $1500 (ISBN 0-82474- helpful approach would have is a professional response to evaluation must be the central 259-1) LC 2003-000709. been to combine these particu- user needs, as well as a reclaim- ongoing measure of success and lar studies with a list of specific ing of the Internet’s original explains how to gather such resources that were used in each purpose as a medium for per- feedback. Finally, she suggests International situation. Further exploration son-to-person communication, that customer questions can re- Encyclopedia of of what patrons had liked or not just information exchange. veal a site design’s failure to help Information and Library disliked, and what they had Lipow distinguishes VRS customers find their own an- Science, 2d ed. come to expect from the li- from other electronic reference swers when those questions do braries examined in the case activities, defining it as live, in- not call for a librarian’s specific Edited by John Feather and studies, would have also been teractive, remote services—on- subject and searching expertise. Paul Sturges. New York: Rout- helpful. line chat, in other words, with Part 3 turns to the building ledge, 2003. 688p. $195 (ISBN The chapters that should some important enhancements. of clientele for VRS. In part 0-415-25901-0) LC 2002- serve as most useful to public li- While her book is a strong prac- Lipow addresses this by describ- 032699. brarians are those dealing with tical guide, it is also a work of ing four powerful promotional As a reference librarian, my general job search topics, in- advocacy. Lipow is concerned strategies. The most important workday seems largely focused cluding career exploration, job that libraries not just adapt new marketing tool, however, is the on the user end of this business, searching, resumes, and salary technologies to old services or quality of the service itself. so I have to admit it was an al- information. In each of these become mere hosts and facilita- Therefore, the final chapter of- most guilty thrill to spend some chapters, a brief explanation of tors for online services. Instead, fers guidelines for enhancing the time with these two encyclope- the topic is followed by lengthy she sees VRS as an opportunity usability of a high-volume serv- dias, the second editions of two lists of sources. While some of for librarians to actively reshape ice, because usability is the key important reference works in the print sources cited may be their professional roles and to to word-of-mouth marketing. the field of library and informa- slightly dated, it’s likely that reach a much broader clientele. The handbook’s appendixes tion science. most librarians would know In this light, the handbooks are not mere add-ons but crucial The second edition of The enough to search out new or up- first part, “Making the Decision components of Lipow’s guide. Encyclopedia of Library and In- dated versions of the titles. The to Go Virtual,” looks carefully The first shares a method for formation Science (ELIS) boasts approach in these chapters is at nonvirtual reference work to surveying nonvirtual reference 80 percent new content, which very simple, but it’s also ex- discern what aspects depend work to rule out customer ques- is not surprising given the dra- tremely practical. upon live professional expertise tions that could be served out- matic changes in LIS since the While it contains some and cannot be served by soft- side of VRS. Another details the first edition was initially pro- valuable information for public ware or by well-trained para- interviewing method of Neutral duced more than thirty years librarians, Help Wanted: Job professionals. It is this refined Questioning and its virtual envi- ago. Now in four volumes, the and Career Information Re- core of reference that Lipow de- ronment modifications. Two scope of the work remains am- sources is not an essential pur- scribes as the job of VRS librar- others give sample policies, bitious and includes essays on chase. It’s an always-relevant ians. In three chapters rich with scripted messages, and effective topics varying from the tradi- topic in public libraries, but one practical examples and exercis- chat tips. A final appendix on tional (Censorship, Incunabula, that could have been done bet- es, she helps the reader to define training puts VRS in the larger History of Public Libraries) to ter.—Craig Shufelt, Lane Public that core, to examine the bene- context of reinventing librarian- the more recent dilemmas and Library, Oxford, Ohio fits and problems of VRS in ship. As an added feature, an ac- developments of the field (Soft- terms of workplace and of cus- companying CD-ROM has ware Reliability, Metadata, The Virtual Reference tomer expectations, and to se- Microsoft Word files of all the Children & Information Tech- Librarians Handbook lect from VRS software handbook’s forms, surveys, ex- nology, Access vs. Ownership). packages on the market. ercises, and cited Web addresses. The articles are authoritative By Anne Grodzins Lipow. New Part 2 describes the knowl- Lipow’s book is a valuable and well referenced, with many York: Neal-Schuman, 2003. edge transfer, skill building, pol- tool for libraries already consid- including suggested further 222p. $75 (ISBN 1-55570-445- icy making, and Web site design ering VRS. In addition, it is well readings and URLs. X) LC 2002-029581. needed to create a competent worth having to guide explo- The biggest issue of con- An underlying principle VRS staff and a friendly online ration of the growing public de- cern is that much of the excel- runs through Lipow’s well-de- environment. Lipow warns mand for such services. Finally, lent content will probably signed handbook: always recog- against the Einstellung effect: it offers a step-by-step process remain immured behind careless nize that the librarian rather “the tendency to be satisfied for evaluating the readiness of and incomplete indexing, at

PUBLIC LIBRARIES MARCH/APRIL 2004 128 least in the print version (a one- Case Western Reserve Universi- the world, including Africa, book is divided into five large year subscription to the online ty) are wonderful reading for South Asia, and the Nordic sections: (1) Web basics for version is included with pur- those studying or practicing in countries. Most entries include adults; (2) how to introduce chase of the set and is not re- LIS fields. references and suggestions for young learners to the Web; (3) viewed here). My first step in Special features of ELIS in- further reading. See also refer- how to create Web fun for all the reviewing process was to clude photographs, charts, and ences at the end of most entries ages; (4) ready-to-go Web simply look up topics of interest diagrams, all in black-and- lead the reader to related topics, learning activities for all ages; to me as a user. Almost immedi- white. Recommended for larger and cross-referencing is done in and (5) how to make teens into ately I stumbled upon eight ty- public libraries and academic li- capitals in the text. The lan- webmasters. Besides a lot of ba- pographical errors on one page braries. guage is clear and direct, mak- sics anyone in the Web environ- of the index (23). These typos The second encyclopedia, ing the content accessible to ment needs to know like did not impede my use of this the new edition of the Interna- nonspecialists. Special features browser basics, e-mail essen- print copy, but whether or not tional Encyclopedia of Informa- include “How to Use this tials, launching your own home this sort of problem will affect tion and Library Science Book,” a list of abbreviations, page, staying current, etc., there the quality of search results in (IEILS,) has been revised and thirty-seven black-and-white il- are many chapters and sections the online version is a question updated to reflect the many in- lustrations and diagrams, and of chapters specific to concerns worth asking. novations in librarianship and an extensive index. Highly rec- about children such as child While the typos in the print information science of the last ommended for all libraries.— safety and computer security, version are merely irritating, the seven years. The organizing Linda McCreight, Assistant virtual trips and pen pals, incompleteness of the index principle of the volume is to Professor, Waterfield Library, homework research (not only may test the patience and actu- view LIS as a discipline based on Murray State University, Mur- finding but also evaluating in- ally limit the discoveries of the “information that has been ray, Kentucky formation), sites designed for user, especially the non-LIS user. brought under control in a way kids like Yahooligans and Kid- For example, theorists such as which makes it accessible and Connecting Kids and sClick, and knowing under Thomas Kuhn and Claude therefore usable” (xviii). To li- the Web which circumstances to use the Shannon are not indexed, al- brarians I would recommend a Web or the library. There are A Handbook for Teaching though Kuhn’s book The Struc- reading of the short but excel- Internet Use and Safety also wonderful teacher re- ture of Scientific Revolutions is. lent preface as a sheer relief sources on the CD-ROM. The reference leads to the article from the vexing intricacies of By Allen C. Benson. New York: If the book has any draw- on Medical Informatics which our daily professional lives. Neal-Schuman, 2003. 355p. back, it is that its scope is too demonstrates that while a great With the problems and the pace Book and CD-ROM $59.95 great, ranging from elementary deal is covered in the encyclope- of work that affect many of us, (ISBN 1-55570-460-3) LC through adult, with multiple dia, it is not covered in a tradi- it is reaffirming to step back and 2003-000612. purposes for the amalgamation tionally encyclopedic manner. see the importance of what we Allen Benson, the director of information included from There are no short definition- do in the human endeavor. of library services at Washing- teaching basic Web skills to ex- type entries to help with termi- IEILS is organized around ton & Jefferson College in ploring entertainment sites and nology, nor is there a glossary. twelve scholarly, extensively ref- Washington, Pennsylvania, has also using the Web wisely for The user needs the luxury of erenced articles on major facets produced a valuable book that learning and information. In ad- time to read and ponder—this is of the LIS discipline, including fulfills two goals in one pack- dition, I think Benson would not an encyclopedia for ready communication, information age. It helps adults get the infor- benefit from more exposure to reference or quick answers. management, information theo- mation they need to understand all the school library research Indexing aside, ELIS still ry, organization of knowledge, the digital world, and at the and practice on information lit- covers a remarkable range of and the economics of informa- same time offers children and eracy instruction, such as that LIS interests and remains the tion. Shorter entries include def- young adults activities, sources, presented by Joyce Valenza, al- best one-stop source for infor- initions of terminology such as and lessons designed to spark though he is obviously very like- mation about professional asso- archives, metadata, World Wide the imagination and help them minded already. On the other ciations (at least forty-six Web, XML, and paraprofes- learn. The accompanying CD- hand, I cannot conceive of any- articles), university libraries in sional. Biographical entries are ROM includes a Web page with one, except the most technically the United States (at least twen- varied and include Vannevar links to all the sites mentioned savvy and narrowly focused, ty-eight articles), and many na- Bush, Frederick Gridley Kilgour, in the book in their appropriate who could not find something tional libraries (Armenia and Andrew Carnegie, and Tim subcategories with crystal clear useful here.—Mary K. Chelton, France to Namibia and Wales). Berners-Lee. Basic LIS terms are directions about how to open Associate Professor, Graduate Articles such as Cooperative defined (barcode, conservation, the CD-ROM itself. School of Library & Informa- Collection Development information, intellectual proper- Supported not only by the tion Science, Queens College, (Robert P. Holley, Wayne State ty, browsing etc.). There are a CD-ROM, but also by many Flushing, New York ■ University) and Bibliometrics number of articles on library figures and tables plus a glos- History (Dorothy H. Hertzel, services in different regions of sary and index in the text, the

PUBLIC LIBRARIES MARCH/APRIL 2004 129 Open WorldCat Pilot The ACT-R Return unit can offer 24 romance novels, classic literature, how-to, hour access for library returns, ideally by business and finance titles, children and The Open WorldCat pilot is a year-long installing the unit between your double young adult, study and reference guides. initiative that makes library resources door entry or foyer; allowing patrons to OverDrive provides libraries with custom available from nonlibrary Web sites. The gain access at any hour of the day or integration services including MARC pilot aims to test the effectiveness of Web evening. These units accept library materi- records for their eBook titles from OCLC. search engines in guiding users to library- als into the horizontal opening located www.overdrive.com owned materials, making libraries more below the color monitor. Once the system visible to Web users and more accessible scans the bar code, the inventory is auto- from the Web sites many people turn to matically updated and the system’s Dynix Chooses ContentWatch Libretto 2000 software activates the secu- first. as Filtering Provider The pilot will run through June 2004 rity strip. The library materials continue and marks the first time OCLC has made through the unit on the conveyor belt into Dynix has selected ContentWatch as the the unique resources of WorldCat records a bin or to a sorting mechanism in the supplier of filtering software to its broad available outside the traditional library secure area. To complete the process a con- base of customer libraries. ContentWatch environment. A Web user who uses a firmation receipt can be printed. offers a solution for public libraries trying search engine or other site to locate a par- www.libramation.com to meet the requirements of the Children’s ticular item may be pointed to a library Internet Protection Act (CIPA). that owns the item based on records in Through the partnership, public WorldCat. 150 Publishers Added to libraries that opt for the service will have The goal is to help libraries provide their public-access computers equipped faster, more convenient service to current OverDrive Digital Library with ContentWatch software to filter adult and potential users through familiar Web Web sites and block pop-up ads. Non-pub- channels, and to point more people‚ even OverDrive, Inc., a digital library solutions lic libraries that elect to filter can also pur- those who don’t typically visit libraries‚ to provider of popular eBooks that can be chase software from ContentWatch and library collections for the material they read on almost any PC and PDA, customize their own filtering parameters. want. announced that over 150 publishers have ContentWatch’s filtering software is OCLC will carefully evaluate feed- joined its Digital Library Reserve. Best sell- dynamic. It instantly reevaluates a Web site back from pilot participants and focus ing titles from Microsoft Press, Merriam- every time it is accessed by looking at groups as well as click-through statistics Webster, Barnes & Noble Digital images, keywords, and data sources, to and other metrics to understand the pilot’s Publishing, Tyndale House, Zondervan, reduce the possibility of non-offensive strengths and weaknesses. Multnomah, Rough Guides, material being blocked. www.oclc.org/worldcat/pilot/default.htm RosettaBooks, Peanut Press and others will join eBook collections from Time Warner, www.contentwatch.com HarperCollins Perfectbound, John Wiley www.dynix.com & Sons, McGraw-Hill, and Scholastic for Libramation’s ACT-R libraries to loan their patrons. Return Unit Using the OverDrive system, eBooks Dynix Delivers Broadcast can be selected and downloaded from the Messaging System for The newest addition to the Libramation library’s Web site for offline reading on family of library automation products is PCs and virtually all PDA devices. The Libraries the ACT Easy-Check series. Patrons can eBooks borrowed automatically expire and independently return materials with ease. check themselves back into the collection. Dynix announced that it has released During this process, all circulation data is OverDrive’s eBook collection for Horizon Broadcast Messaging. The new automatically updated and the security libraries contains thousands of titles system, offered in partnership with TCN strips in all books and CDs are reactivated. including contemporary fiction, thrillers, Broadcasting, automatically queries data- bases to identify users with overdue mate- rials, holds, and fines, while cost-effectively delivering appropriate noti- The contributing editor of this column is Vicki Nesting, Regional Branch fications. The system also allows libraries Librarian at the St. Charles Parish Library, Louisiana. Submissions may be sent to her at 21 River Park Dr., Hahnville, LA 70057; vnestin@ to tailor announcements, such as upcom- bellsouth.net. ing event alerts, and deliver them to spe- The above are extracted from press releases and vendor announce- cific audiences, thereby facilitating ments and are intended for reader information only. The appearance of such increased patron loyalty. notices herein does not constitute an evaluation or an endorsement of the Horizon Broadcast Messaging is deliv- products or services by the Public Library Association or the editors of this magazine. ered in an Application Service Provider (ASP) environment, enabling libraries to

PUBLIC LIBRARIES MARCH/APRIL 2004 130 contact their users via phone messaging InfoTrac Web platform to link to the publications’ topics range from crime sta- without purchasing the additional teleph- Google Image Search service while search- tistics to vital statistics, business statistics, ony hardware and software that would ing within the premium databases. health information, statistical abstracts, normally be required to implement this To ensure that inappropriate images education directories, state budgets, eco- type of service. By using Voice Over are not returned, Gale has chosen to auto- nomic indicators, state laws and legal Internet Protocol (VOIP) technology, voice matically default to the Google SafeSearch information, and more. State publication notifications can be delivered and adminis- “strict” filtering option. Customers also indexes and each state’s official Web site tered from a simple Web interface, which have the option to turn off the embedded are also described, as are federal govern- allows libraries to make between 100 and link to the image search. ment and commercial publications that 400 calls per minute without using valu- What follows is an example of how supply state government information. able staff resources. This is the only VOIP customers can search more than 425 mil- www.greenwood.com ASP notification system specifically tar- lion images based on the search executed geted for libraries. within the Gale product: www.dynix.com The Most Beautiful Libraries 1. User searches InfoTrac Student Edition for “Panda Bear” in the World 2. InfoTrac Student Edition returns a Amigos Produces Photographs by Guillaume de Laubier, results list Text by Jacques Bosser, Foreword by James Preservation Education Video 3. At the top of the results list is a link to H. Billington. New York: Harry N. the Google Image Search. User clicks Amigos Library Services announced that it Abrams, October 2003. 248p. hardcover, on the Google link has produced and is currently making $50 (ISBN 0-8109-4634-3) LC 2003- 4. A new window opens up with images available to libraries and cultural institu- 011073. of Panda Bears tions nationwide a new preservation edu- In The Most Beautiful Libraries in the www.gale.com cation video, The Preservation Survey: A World, an internationally renowned pho- First Step in Saving Your Collections. tographer takes the reader on a journey to The 30-minute video is designed to more than twenty of the most historic assist library, archives, historical society, New Book Shelf libraries, all architectural treasures. From and museum staff in observing proper pro- Tapping State Government the Library of the Institut de France in cedures for collection assessment and Information Sources Paris, to the Vatican Library in Rome; learning how to conduct an effective sur- from the Royal Library in El Escorial, vey. It vividly illustrates both the dangers By Lori L. Smith, Daniel C. Barkley, Daniel Spain, to the New York Public Library— to collections and offers best practices in D. Cornwall, Eric W. Johnson, J. Louise here are some of the most exquisite examining an institution’s policies for pre- Malcomb. Westport, Conn: Greenwood libraries of the Western world. serving its general and special collections Publishing Group, Inc., November 2003. Included are national, scholarly, and materials. 496p. hardcover, $64 (ISBN 1-57356-387- religious libraries from twelve countries, www.amigos.org/video_form.html 0) LC 2002-044846. which have in common a distinguished Each state government produces large heritage and an architectural setting that varieties and quantities of information that emphasizes art and culture. The accompa- Google Images Now Available are largely unknown outside their state of nying text traces the history of libraries to origin. This book leads the public to the present day, and describes how they in Gale Databases selected information sources produced by came to serve famous personalities and each state, as well as to depository libraries men of letters. In response to customer requests for addi- that will facilitate more effective research. www.abramsbooks.com ■ tional images in their databases, Gale has For each of the 50 states, important publi- signed an agreement with Google that will cations are detailed, along with informa- allow users of select products on Gale’s tion on how to obtain them. The

INDEX TO ADVERTISERS

ALA Public Programs Office ...... 101 GIS ...... cover 3 American Psychological Association ...... 108 Hennepin County ...... 122 Baker & Taylor ...... cover 2 Marcive ...... 124 Brookhaven Press ...... 98 OCLC ...... 93 Book Wholesalers, Inc...... cover 4 Poisoned Pen ...... 110 EBSCO ...... 73 SIRSI ...... 70 Gale ...... 132 TLC ...... 69

PUBLIC LIBRARIES MARCH/APRIL 2004 131 Gale 4c page 132 GIS 4c page cvr3 BWI 4c page cvr4