Sometimes reference questions make sense, and sometimes they just don't.
This morning, a woman called the library and asked for the home address of a man who is currently running for President of the United States. She gave me the city and the state in which she believes this man resides. When I replied that this might not be public information, she yelled "BUT I'M AN AMERICAN CITIZEN, MA'AM!" (as if her status in the country would guarantee her the right to access private information).
I quickly clarified my response by telling her that I was willing to conduct the search, but couldn't guarantee that I would be able to find it. This seemed to satisfy her, somewhat. But when I suggested that she attempt to contact the candidate at his campaign headquarters, she snapped "Oh, don't give me that!"
The first website that I searched demanded a $2.95 fee for an address that belonged to someone whose name matched that of the presidential candidate (needless to say, the $2.95 charge was mentioned only after I spent several seconds typing in my search). Another site yielded five names and cities that may have been possible matches. I searched the candidate's website for additional information, then provided my patron with what I believed was the correct address (and I stressed that I believed it was the right address). I then politely asked the patron if she needed additional assistance (to which - thankfully - she replied "no."). And the conversation ended. Privately, I wished her luck in receiving a personal message from the possible future president.
Needless to say, I was ready for a break.
Thursday, May 29, 2008
Wednesday, May 28, 2008
Thing #23: The End of the Challenge (Not Really!)
I love to learn. In fact, my passion for learning is what led me to a career in librarianship. Whenever people ask me why I became a librarian, I reply "Because I have the chance to learn something new every day."
That's true if I receive a challenging reference question, if someone suggests a book that I just have to read, or if I attend a workshop. But often, in the midst of performing day-to-day tasks (i.e. - booking programs or creating bibliographies so that my patrons might learn something new), I miss the opportunity to learn myself.
And while I've been hard at work ensuring that the essential daily work gets accomplished, technology has changed (and will continue to do so). Patrons requested assistance to Web 2.0 programs that I'd never heard of, making me feel lost and - quite frankly - embarrassed. Of all the things that I could learn on the job, in an environment in which I have access to resources on every conceivable subject, the most important thing is learning how to keep up with my patrons - making sure that their informational and recreational needs are met by providing resources in every conceivable format.
That is why I'm grateful for this Challenge. I have truly learned a great deal. Working at my own pace, experimenting with something and then blogging about it, was at least three times more informational than a seminar. Now, I'll not only know the tools to which my patrons are referring, I may even be able to assist them in their use! I'll feel empowered, rather than embarrassed.
Of course, the use of the Web is going to continue to grow and change while I'm busy performing those everyday tasks. And when there is a Web 3.0, I hope that my library will provide me with another Challenge. In the meantime, I'll have to continue to learn on my own, taking responsibility for my own professional development, recognizing that doing so is the entire reason that I became a librarian in the first place. So the Challenge will - thankfully - never end. I'll continue to blog about my learning experiences.
As for these particular 23 "Things," there were many that I like, some that I will continue to use in my daily life, others whose purpose I understand and appreciate but will never use myself, still others that I was just frustrated with (i.e. - ListenNJ!). Del.icio.us, which provides the ability to carry one's favorite websites from computer to computer, is certainly a wonderful tool; I just don't use enough sites regularly to justify its use (I also need to learn where those periods go in that word; I can never remember).
As a parent, I definitely want to spend more time with flickr and the site minti, which won a Web 2.0 award. Peertrainer, another award recipient, will also be useful in my personal life. Bloglines and LibraryThing, which I've already used several times, are great methods of keeping track of my personal reading. Wikis, which I've become familiar with through my participation on a library committee, are terrific ways to communicate with other staff members - and should be utilized regularly (as should WorldCat).
So....I feel that I've come a long way, despite the fact that there were tools that I found less than useful (i.e. - Technorati). Some sites, such as NetLibrary and ListenNJ, I'll use only when it is necessary to assist a patron. But regardless of my own opinion of particular tools, it is essential that I, like all librarians, know about them; they are all
part of Library Life.
That's true if I receive a challenging reference question, if someone suggests a book that I just have to read, or if I attend a workshop. But often, in the midst of performing day-to-day tasks (i.e. - booking programs or creating bibliographies so that my patrons might learn something new), I miss the opportunity to learn myself.
And while I've been hard at work ensuring that the essential daily work gets accomplished, technology has changed (and will continue to do so). Patrons requested assistance to Web 2.0 programs that I'd never heard of, making me feel lost and - quite frankly - embarrassed. Of all the things that I could learn on the job, in an environment in which I have access to resources on every conceivable subject, the most important thing is learning how to keep up with my patrons - making sure that their informational and recreational needs are met by providing resources in every conceivable format.
That is why I'm grateful for this Challenge. I have truly learned a great deal. Working at my own pace, experimenting with something and then blogging about it, was at least three times more informational than a seminar. Now, I'll not only know the tools to which my patrons are referring, I may even be able to assist them in their use! I'll feel empowered, rather than embarrassed.
Of course, the use of the Web is going to continue to grow and change while I'm busy performing those everyday tasks. And when there is a Web 3.0, I hope that my library will provide me with another Challenge. In the meantime, I'll have to continue to learn on my own, taking responsibility for my own professional development, recognizing that doing so is the entire reason that I became a librarian in the first place. So the Challenge will - thankfully - never end. I'll continue to blog about my learning experiences.
As for these particular 23 "Things," there were many that I like, some that I will continue to use in my daily life, others whose purpose I understand and appreciate but will never use myself, still others that I was just frustrated with (i.e. - ListenNJ!). Del.icio.us, which provides the ability to carry one's favorite websites from computer to computer, is certainly a wonderful tool; I just don't use enough sites regularly to justify its use (I also need to learn where those periods go in that word; I can never remember).
As a parent, I definitely want to spend more time with flickr and the site minti, which won a Web 2.0 award. Peertrainer, another award recipient, will also be useful in my personal life. Bloglines and LibraryThing, which I've already used several times, are great methods of keeping track of my personal reading. Wikis, which I've become familiar with through my participation on a library committee, are terrific ways to communicate with other staff members - and should be utilized regularly (as should WorldCat).
So....I feel that I've come a long way, despite the fact that there were tools that I found less than useful (i.e. - Technorati). Some sites, such as NetLibrary and ListenNJ, I'll use only when it is necessary to assist a patron. But regardless of my own opinion of particular tools, it is essential that I, like all librarians, know about them; they are all
part of Library Life.
Tuesday, May 27, 2008
Thing #22: ListenNJ
I have to confess that I like simplicity, particularly when it comes to technology. Give me easy-to-follow instructions and I will follow them and, most times, will complete them accurately. In the end, I'll even enjoy many of those tasks - as my blog posts about this Challenge have revealed.
But downloading the software in order to check a book out electronically via ListenNJ was not one of those simple tasks. In fact, attempting to download Overdrive Media Console - and then figuring out that I had to upgrade my Windows Media Player in order to accommodate this software - was so cumbersome that I wonder exactly how many patrons, in order to perform the same task, become frustrated and just give up. Surely it is much easier to just borrow an "old-fashioned" audiobook from the library.
I began to listen to Calvin Trillon's memoir About Alice, and I suppose that someone might have a desire to listen to a book via computer (or, more likely, an MP3 player) while performing other tasks. But, personally, I would still rather listen to a disc that one simply pops into a CD player. And I have to be honest: I'm surprised that the producers of ListenNJ have apparently ignored the constantly increasing demand for simplicity in technology.
But downloading the software in order to check a book out electronically via ListenNJ was not one of those simple tasks. In fact, attempting to download Overdrive Media Console - and then figuring out that I had to upgrade my Windows Media Player in order to accommodate this software - was so cumbersome that I wonder exactly how many patrons, in order to perform the same task, become frustrated and just give up. Surely it is much easier to just borrow an "old-fashioned" audiobook from the library.
I began to listen to Calvin Trillon's memoir About Alice, and I suppose that someone might have a desire to listen to a book via computer (or, more likely, an MP3 player) while performing other tasks. But, personally, I would still rather listen to a disc that one simply pops into a CD player. And I have to be honest: I'm surprised that the producers of ListenNJ have apparently ignored the constantly increasing demand for simplicity in technology.
Saturday, May 24, 2008
Memorial Day Saturday
It's the Saturday of Memorial Day weekend, and our library is open.
I have to admit that I have conflicting feelings about this. Of course, as someone who is eager to serve the public, who wants to promote the library as a source of recreation (especially considering the astronomical price of gas), I believe that the library should be open today.
That's the professional librarian in me. But there is another part of me, the wife and mother part, that yearns to be home with my family. Playing ball with my son and my husband. Pushing my boy on a swing. Taking a short drive somewhere. Chatting with my neighbors. Resting.
I can't feel overwhelmed with self-pity, though, because, after all, the workday ends at 5:00. The library is closed tomorrow and Monday. So, unlike the many unfortunate people working in retail, I will get a respite.
The librarian wins.
Yet I look around the building and notice how few people are taking advantage of our availability. I answered one reference question today. There have been few check-outs. Even computer usage has been slow, enabling me to permit those who are here to use the Internet for much longer time periods than they would ordinarily be allowed.
Is it worth being open?
I have to admit that I have conflicting feelings about this. Of course, as someone who is eager to serve the public, who wants to promote the library as a source of recreation (especially considering the astronomical price of gas), I believe that the library should be open today.
That's the professional librarian in me. But there is another part of me, the wife and mother part, that yearns to be home with my family. Playing ball with my son and my husband. Pushing my boy on a swing. Taking a short drive somewhere. Chatting with my neighbors. Resting.
I can't feel overwhelmed with self-pity, though, because, after all, the workday ends at 5:00. The library is closed tomorrow and Monday. So, unlike the many unfortunate people working in retail, I will get a respite.
The librarian wins.
Yet I look around the building and notice how few people are taking advantage of our availability. I answered one reference question today. There have been few check-outs. Even computer usage has been slow, enabling me to permit those who are here to use the Internet for much longer time periods than they would ordinarily be allowed.
Is it worth being open?
Tuesday, May 20, 2008
Thing #21: Podcasts
Podcasting, yet another Web 2.0 concept, seems as if it is a great way to receive information. In fact, if I'm fortunate enough to receive the MP3 player, I'll use it primarily to listen to podcasts.
I have to admit, though, that I'm beginning to feel a bit overwhelmed. As much as I've enjoyed this Challenge, I'm ready to stop - for awhile, anyway. I told a colleague that technology is changing so quickly that we can't possibly keep up with all of it and perform our daily tasks. Nevertheless, I feel as if I've learned so much, and I'm grateful for that. I'll be a more knowledgeable librarian because of it!
Here is the link to a podcast that I may eventually subscribe to. Like the Web 2.0 Award-winning websites that I found, this podcast doesn't pertain to librarianship, except that it is a source of information.
Inside Out Weight Loss
I have to admit, though, that I'm beginning to feel a bit overwhelmed. As much as I've enjoyed this Challenge, I'm ready to stop - for awhile, anyway. I told a colleague that technology is changing so quickly that we can't possibly keep up with all of it and perform our daily tasks. Nevertheless, I feel as if I've learned so much, and I'm grateful for that. I'll be a more knowledgeable librarian because of it!
Here is the link to a podcast that I may eventually subscribe to. Like the Web 2.0 Award-winning websites that I found, this podcast doesn't pertain to librarianship, except that it is a source of information.
Inside Out Weight Loss
Monday, May 19, 2008
Thing #20: YouTube
A simple one!
Here is a link to a video that describes one of the many exciting events that take place in a public library! This is further proof that the library has become a true community center.
(Welcome, Spring!)
Here is a link to a video that describes one of the many exciting events that take place in a public library! This is further proof that the library has become a true community center.
(Welcome, Spring!)
Thursday, May 15, 2008
Thing #19: Web 2.0 Awards
I never thought that I would become personally involved with Web 2.0 concepts. But, after exploring several of the sites that won Web 2.0 awards, I found myself eagerly registering for them! Aside from the fact that I'll be able to suggest them as resources to patrons, they have nothing to do with librarianship. Their subjects, however, have a huge impact on my private life.
The first site is peertrainer.com. For some time, I've been trying - and failing - to lose weight. Since I'm balancing a full-time job with raising a young child, I simply don't have the time to attend Weight Watchers meetings (something that worked well for me in the past!). What I need is support from other people, and peertrainer will definitely provide me with that (with the added benefits of anonymity and not needing to use valuable gas in order to drive to a meeting!).
Minti.com is the second site that I'll use regularly. What parent doesn't need the support and understanding of other parents?!
Finally, as I've mentioned in previous posts, I'll continue to use LibraryThing to track my reading and listening materials.
I'm so glad that I've discovered these resources! Thank you, Web 2.0 Challenge Committee!
The first site is peertrainer.com. For some time, I've been trying - and failing - to lose weight. Since I'm balancing a full-time job with raising a young child, I simply don't have the time to attend Weight Watchers meetings (something that worked well for me in the past!). What I need is support from other people, and peertrainer will definitely provide me with that (with the added benefits of anonymity and not needing to use valuable gas in order to drive to a meeting!).
Minti.com is the second site that I'll use regularly. What parent doesn't need the support and understanding of other parents?!
Finally, as I've mentioned in previous posts, I'll continue to use LibraryThing to track my reading and listening materials.
I'm so glad that I've discovered these resources! Thank you, Web 2.0 Challenge Committee!
Wednesday, May 14, 2008
It Happened Again!
Ugghhhh.....For the second time, the laptop that I was using to show a movie "decided" to install automatic updates in the middle of the film!!! Fortunately, those in the audience were patient, but even so.....If the problem can't be fixed, then we'll have to resort to showing movies on our big-screen T.V. (but that "big" screen can't be compared to a movie screen!).
Just a quick vent.
Just a quick vent.
Thing #18: Web Apps
In an earlier blog post, I had admitted that there are some Web 2.0 features that I will most likely not use after this Challenge ends (del.icio.us is one example; I just don't use many websites on a regular basis). I may not use Google Docs or Zoho, either; it's not often that I work on a presentation with other staff members. When I'm not at the Desk, I'm usually working on my own projects.
But there is definite value in the online "office" packages. What a difference they make for people who are working jointly, In fact, they could also provide a great backup tool for documents that are saved to memory sticks (so I may have a use for them, after all!).
When I learned about the availability of these tools, I asked a colleague whether she believes that they will eventually replace the current Office packages. "Yes," she replied. "But not for a long time. The online forms don't contain all of the features that Office has."
But there is definite value in the online "office" packages. What a difference they make for people who are working jointly, In fact, they could also provide a great backup tool for documents that are saved to memory sticks (so I may have a use for them, after all!).
When I learned about the availability of these tools, I asked a colleague whether she believes that they will eventually replace the current Office packages. "Yes," she replied. "But not for a long time. The online forms don't contain all of the features that Office has."
Thing #17: "Playing in the Sandbox"
"Playing in the Wiki Sandbox" was an opportunity to have fun! I have to admit that I'm a bit strange; I usually do have fun at work. But this particular task gave me another chance to be creative (through exploring different font styles). At the same time, I was able to practice my image-uploading skills when I added the cover of my favorite book to the "box!"
Pbwikis are wonderful forums for sharing thoughts and ideas with co-workers. Certain wikis need to be restricted to specific groups, such as the employees of one particular company, in order to enable those people to discuss issues that are pertinent to them without worrying about an outsider intruding. Of course, this is not the case for all wikis (Wikipedia is one example of a valuable unrestricted wiki!)!
Pbwikis are wonderful forums for sharing thoughts and ideas with co-workers. Certain wikis need to be restricted to specific groups, such as the employees of one particular company, in order to enable those people to discuss issues that are pertinent to them without worrying about an outsider intruding. Of course, this is not the case for all wikis (Wikipedia is one example of a valuable unrestricted wiki!)!
Tuesday, May 13, 2008
Thing #16: Wikis
Wikis are terrific compilations of ideas. What makes Web 2.0 so wonderful is that anyone can contribute to the online publishing world; one doesn't have to be an experienced author, or have a specific educational background, to participate. Wikis epitomize this.
While I've been contributing to a wiki through a professional organization in which I'm involved, I didn't know about the Library Success wiki until I began to work on this "Thing." I think that it's a great idea. I agree with a statement that was made in one of its introductory paragaphs - that while there are many library-related blogs, the wiki is better for searching for specific ideas. The organization of the Library Success wiki into various categories - "Programming," "Services to Specific Groups," etc. - is fantastic; the user can jump directly to the section in which he is interested, rather than having to skim through other material first.
While I've been contributing to a wiki through a professional organization in which I'm involved, I didn't know about the Library Success wiki until I began to work on this "Thing." I think that it's a great idea. I agree with a statement that was made in one of its introductory paragaphs - that while there are many library-related blogs, the wiki is better for searching for specific ideas. The organization of the Library Success wiki into various categories - "Programming," "Services to Specific Groups," etc. - is fantastic; the user can jump directly to the section in which he is interested, rather than having to skim through other material first.
Friday, May 9, 2008
"Patron" vs. "Customer"
A quick thought.....
Referring to library users as "customers" seems to be a growing trend. To me, a "customer" is a person who shops in a retail environment. The term "patron" is not demeaning; on the contrary, it's respectful.
Referring to library users as "customers" seems to be a growing trend. To me, a "customer" is a person who shops in a retail environment. The term "patron" is not demeaning; on the contrary, it's respectful.
Wednesday, May 7, 2008
Thing #15: Library 2.0
Lately, I've been blogging about everything except our Web 2.0 Challenge! My hope for obtaining the MP3 player has diminished, but my desire to complete the Challenge has not. I'm going to do it on my own schedule, because I'm just not going to finish by May 30 (Oh, well....at least I'll learn!).
Library 2.0.....It's simply the twenty-first century way of expressing our long-standing purpose. Our mission has always been to ensure that our community has access to public library services. These services change, evolve, and expand along with our patrons' lives. Not only do we have to accept and adjust to new technology, Web 2.0 concepts, and the idea of the public library as a community center, we have to embrace them. If we don't, we will be left behind. And then we will certainly experience the demise of our profession.
But learning new skills and creating new services should be exciting, not daunting. As librarians, we encourage lifelong learning in others. We should love to do it ourselves. We need to do it ourselves if we are to continue to assist our patrons. After all, it is through this very process that we derive professional fulfillment.
Library 2.0.....It's simply the twenty-first century way of expressing our long-standing purpose. Our mission has always been to ensure that our community has access to public library services. These services change, evolve, and expand along with our patrons' lives. Not only do we have to accept and adjust to new technology, Web 2.0 concepts, and the idea of the public library as a community center, we have to embrace them. If we don't, we will be left behind. And then we will certainly experience the demise of our profession.
But learning new skills and creating new services should be exciting, not daunting. As librarians, we encourage lifelong learning in others. We should love to do it ourselves. We need to do it ourselves if we are to continue to assist our patrons. After all, it is through this very process that we derive professional fulfillment.
Seth
"I DON'T LIKE YOU. I DON'T LIKE YOU AT ALL!"
Seth, a member of our Writers' Circle and a patron I had worked with several times, didn't exactly shout these words at my colleague, but he spoke them so loudly that several patrons in the small building turned and stared. The outburst occurred after Seth stormed up to the desk and demanded to speak to "his leader" (referring to me). At the time I was so deeply involved in researching assisted living facilities with my patron that I simply ignored him. But I cringed when Amy gently reminded him that I was with someone, and Seth emitted a response that more polite people might think but would not say aloud.
Everyone who works with the public grows accustomed to assisting people whose behavior is - different. And Seth clearly has issues, though prior to his outburst at Amy he had never exhibited them to such an extent. Even as I continued to work quietly with my patron, concentrating on finding ratings of local residences for older people, I felt guilty, as if the fact that Seth wanted to talk to me made me responsible for his behavior. And my heart went out to Amy, who managed to recover from her shock quickly in order to assist other people.
When I was free to talk to Seth, I helped him obtain the information that he needed (directions to the county board of social services) - but made it clear that his outburst was unacceptable. "We need to have respect for you," I told him. "But you also need to have respect for us." Unfortunately, he didn't quite understand that it's not always necessary to express thoughts aloud. "I say what I feel," he responded. "There are some staff members that I like, but there are others that I don't."
I told the Head of Reference that we may have to be aware of Seth's actions, but I'm hoping that he'll manage to restrain himself in the future. Even if he manages to do so, however, someone else will surely cause a commotion - perhaps a worse one. Coping with these incidents (and we are thankful that there are few of them) is part of the job.
Seth, a member of our Writers' Circle and a patron I had worked with several times, didn't exactly shout these words at my colleague, but he spoke them so loudly that several patrons in the small building turned and stared. The outburst occurred after Seth stormed up to the desk and demanded to speak to "his leader" (referring to me). At the time I was so deeply involved in researching assisted living facilities with my patron that I simply ignored him. But I cringed when Amy gently reminded him that I was with someone, and Seth emitted a response that more polite people might think but would not say aloud.
Everyone who works with the public grows accustomed to assisting people whose behavior is - different. And Seth clearly has issues, though prior to his outburst at Amy he had never exhibited them to such an extent. Even as I continued to work quietly with my patron, concentrating on finding ratings of local residences for older people, I felt guilty, as if the fact that Seth wanted to talk to me made me responsible for his behavior. And my heart went out to Amy, who managed to recover from her shock quickly in order to assist other people.
When I was free to talk to Seth, I helped him obtain the information that he needed (directions to the county board of social services) - but made it clear that his outburst was unacceptable. "We need to have respect for you," I told him. "But you also need to have respect for us." Unfortunately, he didn't quite understand that it's not always necessary to express thoughts aloud. "I say what I feel," he responded. "There are some staff members that I like, but there are others that I don't."
I told the Head of Reference that we may have to be aware of Seth's actions, but I'm hoping that he'll manage to restrain himself in the future. Even if he manages to do so, however, someone else will surely cause a commotion - perhaps a worse one. Coping with these incidents (and we are thankful that there are few of them) is part of the job.
Tuesday, May 6, 2008
Mike
It was an unusually quiet Monday afternoon in the library. The beautiful weather - sunny, breezy, an early prelude to summer - was obviously keeping people outdoors (and we staff members wished that we could join them. I keep hoping that our budget will include a line item for a retractable roof, but so far that hasn't happened).
What had been an uneventful three-hour desk shift ended with a rather unpleasant patron encounter. Admittedly, it was my fault. An older gentleman named Mike asked about our computer classes - a common question that is answered numerous times by numerous staff members during any particular day. But before I could proceed with my explanation of the one-time, one-hour basic classes, he startled me with a further request: he wanted to know whether our computers contained special screens for the visually impaired.
I knew that they didn't. And yet I didn't want to answer Mike with a flat "no." His request was perfectly reasonable, and there had to be something that we could do for him in order to enable him to take classes. I asked Amy, my colleague on the desk, who had been with the library system for much longer than I had, if she knew of any resources. Inwardly, I was embarrassed for not having the information right at my fingertips, for having to think and to ask for assistance in helping someone who had a disability.
While Amy conducted the research for an appropriate device, Mike told me that he wanted to register for a class even if he couldn't obtain a screen to improve his sight. I did this - not thinking - jotting the date and time of the class on a small piece of paper. After I presented it to him, he thanked me, and I resumed the independent work that I do when I'm not busy with a patron.
Then Amy returned. She had found information on where Mike could obtain a personal device that could help him, and I watched from the corner of my eye as she wrote the name and phone number of the company on an 8 1/2 x 11 piece of paper. "Ah, here's a woman who knows how to work with the disabled!" Mike cried. I saw him glance at me through the corner of my eye, but, deeply embarrassed, I couldn't bring myself to raise my eyes from my computer.
I had treated him with courtesy, and had wanted to help him. But, while both are essential components of a reference transaction, they weren't enough to prevent me from handling the interaction badly. Why on Earth hadn't I thought to give Mike a form that he could actually read?! Of what use would a tiny piece of paper be to a man who has vision problems?! I had failed, not because I had to think about where he could obtain the assistance that he needed (although that was embarrassing enough), but because my response to him completely glossed over his disability. And in this case the bulk of the interaction necessitated the acknowledgment of his disability.
I sometimes find myself wondering how I could have improved an interaction with a patron. In this case I know how I could have done better. Will I have the chance to work with Mike again?
What had been an uneventful three-hour desk shift ended with a rather unpleasant patron encounter. Admittedly, it was my fault. An older gentleman named Mike asked about our computer classes - a common question that is answered numerous times by numerous staff members during any particular day. But before I could proceed with my explanation of the one-time, one-hour basic classes, he startled me with a further request: he wanted to know whether our computers contained special screens for the visually impaired.
I knew that they didn't. And yet I didn't want to answer Mike with a flat "no." His request was perfectly reasonable, and there had to be something that we could do for him in order to enable him to take classes. I asked Amy, my colleague on the desk, who had been with the library system for much longer than I had, if she knew of any resources. Inwardly, I was embarrassed for not having the information right at my fingertips, for having to think and to ask for assistance in helping someone who had a disability.
While Amy conducted the research for an appropriate device, Mike told me that he wanted to register for a class even if he couldn't obtain a screen to improve his sight. I did this - not thinking - jotting the date and time of the class on a small piece of paper. After I presented it to him, he thanked me, and I resumed the independent work that I do when I'm not busy with a patron.
Then Amy returned. She had found information on where Mike could obtain a personal device that could help him, and I watched from the corner of my eye as she wrote the name and phone number of the company on an 8 1/2 x 11 piece of paper. "Ah, here's a woman who knows how to work with the disabled!" Mike cried. I saw him glance at me through the corner of my eye, but, deeply embarrassed, I couldn't bring myself to raise my eyes from my computer.
I had treated him with courtesy, and had wanted to help him. But, while both are essential components of a reference transaction, they weren't enough to prevent me from handling the interaction badly. Why on Earth hadn't I thought to give Mike a form that he could actually read?! Of what use would a tiny piece of paper be to a man who has vision problems?! I had failed, not because I had to think about where he could obtain the assistance that he needed (although that was embarrassing enough), but because my response to him completely glossed over his disability. And in this case the bulk of the interaction necessitated the acknowledgment of his disability.
I sometimes find myself wondering how I could have improved an interaction with a patron. In this case I know how I could have done better. Will I have the chance to work with Mike again?
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