international best practices of service-friendly librarians: fresh perceptions from a year-long...

International Best Practices of International Best Practices of Service-Friendly Librarians:Service-Friendly Librarians: Fresh perceptions from a year-long Fresh perceptions from a year-long comparative analysis of U.S. & comparative analysis of U.S. &

Asian-Pacific LibrariesAsian-Pacific Libraries

John Hickok, M.L.I.S., M.A.John Hickok, M.L.I.S., M.A.

Librarian / InstructorLibrarian / Instructor

Coordinator of Library InstructionCoordinator of Library Instruction

California State University, Fullerton, California State University, Fullerton, USAUSA

Service-friendly Service-friendly Reference/Instruction:Reference/Instruction:

HighHigh client-librarian interaction, so client-librarian interaction, so

a high need to be Service-friendlya high need to be Service-friendly

BackgroundBackground

Project:Project: 1-year research grant 1-year research grant on services in libraries of Asia on services in libraries of Asia

ChallengesChallenges

Limited resourcesLimited resources

Clients not using your services enoughClients not using your services enough

Not reaching all your potential clientsNot reaching all your potential clients

Librarian skills not being best useLibrarian skills not being best use

““Traditions” that become inflexibleTraditions” that become inflexible

ChallengesChallenges1. Limited Resources1. Limited Resources

Example: Laos Library: limited itemsExample: Laos Library: limited items

ChallengesChallenges1. Limited Resources1. Limited Resources

Example: Japan school library: Example: Japan school library: limited hours/staffing limited hours/staffing

ChallengesChallenges1. Limited Resources1. Limited Resources

Example: everywhere: limited Example: everywhere: limited database budgets database budgets

ChallengesChallenges

Indonesia: N. Sumatra Univ. LibraryIndonesia: N. Sumatra Univ. Library

ChallengesChallenges

Philippines: supplementing Philippines: supplementing (Pathfinder)(Pathfinder)

ChallengesChallenges

Thailand: consortium for eBooks. Thailand: consortium for eBooks.

ChallengesChallenges2. Clients not using Reference or 2. Clients not using Reference or

Instruction servicesInstruction services

- Possibly the nature of standardized - Possibly the nature of standardized examinations (little indep. Research)examinations (little indep. Research)

ChallengesChallenges2. Clients not using Reference or 2. Clients not using Reference or

Instruction servicesInstruction services

- Possibly over-reliance of Internet- Possibly over-reliance of Internet

ChallengesChallenges2. Clients not using Reference or 2. Clients not using Reference or

Instruction servicesInstruction services

-Possibly a negative -Possibly a negative

stereotype orstereotype or

impression impression

of librariansof librarians

ChallengesChallenges

Singapore: Market the Reference Desk!Singapore: Market the Reference Desk!

ChallengesChallenges

Taiwan Public: Taiwan Public:

Promoting Librarians Promoting Librarians

over Googleover Google

ChallengesChallenges

U.S.: making librarians instructorsU.S.: making librarians instructors

ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them

become Information Literatebecome Information Literate

ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them

become Information Literatebecome Information Literate

Japan: “I only use the library for a Japan: “I only use the library for a

place to study”place to study”

ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them

become Information Literatebecome Information Literate

Korea: “I use Korea: “I use NaverNaver, not the library”, not the library”

ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them

become Information Literatebecome Information Literate

USA: “I don’t remember much from USA: “I don’t remember much from my freshman library orientation”my freshman library orientation”

ChallengesChallenges

Malaysia: required I.L. course for all Malaysia: required I.L. course for all first year students, taught by first year students, taught by librarians.librarians.

ChallengesChallenges

Philippines: required 3Philippines: required 3rdrd/4/4thth year year student library research componentstudent library research component

ChallengesChallenges

USA: “roaming librarian” projectUSA: “roaming librarian” project

ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used

or availableor available

ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used

or availableor available

China: Reference China: Reference

librarians are oftenlibrarians are often

put in back offices, put in back offices,

““unavailable”unavailable”

ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used

or availableor available

Vietnam: often Vietnam: often

librarians worklibrarians work

low-level clericallow-level clerical

positionspositions

ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used

or availableor available

Thailand: LIS studentsThailand: LIS students

exclusivelyexclusively LIS only; LIS only;

no other subjectno other subject

knowledgeknowledge

ChallengesChallenges

Philippines: Pathfinders specializationPhilippines: Pathfinders specialization

ChallengesChallenges

USA: Online library guides by majorUSA: Online library guides by major

ChallengesChallenges

Hong Kong: Librarians’ creative freedom Hong Kong: Librarians’ creative freedom for to create online tutorialsfor to create online tutorials

ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible

ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible

Japan: mandatory staff rotations Japan: mandatory staff rotations among library divisionsamong library divisions

ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible

Everywhere: Everywhere:

““total silence”total silence”

tradition still tradition still

prevalentprevalent

ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible

Thailand, China, etc.: outsider, non Thailand, China, etc.: outsider, non librarian Library Directors appointedlibrarian Library Directors appointed

ChallengesChallenges

Vietnam: creative thinking– café within Vietnam: creative thinking– café within the librarythe library

ChallengesChallenges

Singapore: Lively, open, noisy Singapore: Lively, open, noisy “Information Learning Commons” area“Information Learning Commons” area

ChallengesChallenges

Indonesia, Philippines: certain libraries—Indonesia, Philippines: certain libraries—more flexible Thesis allowancemore flexible Thesis allowance

ConclusionConclusion

Other libraries share many of your Other libraries share many of your common challenges…common challenges…

Look at their innovations, and Look at their innovations, and apply their success to your own apply their success to your own library!library!