PVLD Director's Blog

PVLD Librarian Takes on Yahoo Answers

Adult Services Librarian Louise Beebe took up the challenge of becoming a "Yahoo Answerer" and within a day racked up the first of what I'm sure will be many "best answers" kudos, due in part I'm sure to the way she backed her answer up by citing a reputable source - and she got this honor her very first question, too...pretty cool!  Looking at the question Louise answered made me think that participating in a service like this not only gets librarians out of the library, it might also be a great skills building opportunity....

Hey, LibrarianCat, look what you got! Congratulations, you've got a best answer and 10 extra points! Your answer to the following question really hit the spot and has been chosen as the best answer: How old does a healthy gerbil usually live to? Go ahead, do your victory dance. Celebrate a little. Brag a little. Then come back and answer a few more questions! Thanks for sharing what you know and making someone's day. The Yahoo! Answers Team

Get the Yahoo! Toolbar for one-click access to Yahoo! Answers.

Yahoo vs. the Reference Librarian

I just got home from the annual American Library Association Conference in Anaheim, and sat down for a few minutes to catch up with yesterday's New York Times Magazine.

My mind still reeling with from the vast exhibit hall with all kinds of technology-related vendors trying to show how their product would help libraries maintain relevance and the multiple conference tracks tackling subjects like the relevance of the Dewey Decimal System and new models for reference services, as I flipped through the magazine I was a bit surprised  to find this article with one of the most cogent articulations of why people turn to services like Yahoo Answers (in which you submit questions that are answered by an army of volunteer, self-proclaimed experts) instead of using the services of the library reference desk.

The punchline, especially if you are a public librarian, comes at the end, when author Virginia Heffernan writes :

"In discussions of Google, hypothetical queries always have the sheen of scholarliness. We imagine Web users asking about the history of Montana or Bjork’s second album — the same kind of questions that callers used to ask the information and research desks of the New York Public Library.

In fact, people ask the Web all kinds of crazy things, including “Does he love me?” (Mamay: “He’s 13, he doesn’t know what love is.”) Look over your own Google search history, if you can bear it. Embarrassment does not inhibit us, as it must have inhibited callers to the public library. People ask about shoe fetishes. They ask about suing their parents for malpractice. They ask about what’s cool to wear in Dallas.

And they ask from the heart. So far, the Yahoo Answers points system rights the giving-and-getting balance, while kindly presupposing that every member has something to say — a valuable answer for someone, somewhere. And we do. If nothing else, we can mirror a questioner’s confusion and make him feel less alone. What I’m saying is: Maybe when we turn to the Internet with questions, we’re not looking for information. We’re looking for — yeah, I’ll say it — love."

We librarians can argue until we're blue in the face that the information we provide is more accurate and credible than what the average Google search will deliver, but if Heffernan is right and people turn to the Internet as a way to get insight into their questions and concerns that avoids embarrassment and makes them feel less alone, then the way we think about "reference" needs to change profoundly.  IM reference and email reference were originally conceived as ways to offer convenience but they also may provide a level of anonymity that addresses the embarrassment issue.  But even this is only a partial solution.  People are  looking for solutions to problems and concerns that go well outside the traditional definition of "information" so we need to think about how we can help meet that need.  We have a long tradition of Readers Advisory...maybe there are other kinds of advice we can offer.  Lately there's been a lot of talk about the need to get outside the four walls of the library and deliver services to people where they are....one way of doing that would be to actively participate as "answerers" on service like Yahoo Answers.   And maybe we need to just give up the idea that the librarian is the one true information guide and figure out ways (ala Bibliocommons ) to help our customers share their expertise and unique insights and advice with one another.  I don't pretend to know the answer...but I do know that reference as we've always done it, or even slight variations on the theme like roving reference or kiosks instead of reference desks, probably aren't going to be enough.

Messages that warm a Library Director's heart

Its been pretty crazy around here lately between being short-staffed in some departments, heat-stressed customers, persistent computer issues....so it sure gave me a boost to get these messages over the past couple of days!

1.  From an email send to Circulation and Customer Service Manager Eve Wittenmyer - "the PV Library is so much better than the Redondo one" (it's not a competition, but it is nice feedback)

2.  From Yelp - another window decal to reflect the 5-star rating of the Peninsula Center Library

3.  A phone call from a volunteer Information Greeter tp tell me that a gentleman stopped by the Greeter desk to deliver effusive praise for our library.

4.  And this priceless email exchange between Assistant Circulation Manager Melissa Little and a customer showing what happens when serendipity meets great service -

From Melissa -

HI, (customer name) 

 

I wanted to let you know that we have Tape 3 of Noah Webster here at the library.  In a bit of synchronicity, I was at 24 Hour Fitness on PCH last night and found it in the drink holder on the elliptical trainer that I was going to use.  How fortunate is that.

 

It will be at the Circulation Desk if you have not finished listening to this cassette.  Or we can match it up when you return the item.  If you would bring it into the library rather than putting it into a drop, it would be very much appreciated.

 

Thanks for your patronage.

 

And from the customer in reply -

 

Dear Ms. Little,

Thank you so much for the e-mail and returning the tape. I would have noticed it today.  That's actually the best thing that's happened around here in a long time.  I wish you could follow me all the time at the gym.  Thank you so much again.  You'll be glad to know that I always brag about how nice the people who work at the Palos Verdes Library District are.  You've very nicely proved my point.

                                   Thank you so much,

 

 

Thank you to our fabulous staff for generating feedback like this!

 

 

 

Enhancements to our Virtual Branch

PVLD's virtual branch is our second busiest "location" and continues to grow in importance.  Our Digital Library Services team has been working hard adding new features and additional pages.  They have also been taking a close look at usage of our subscription online services and making improvements in this area.  Effective July 1:

We will be offering the Value Line and Morningstar investment services online from inside or outside the library (albeit with a limited number of simultaneous users for Morningstar). 

The popular Rosetta Stone language online service will no longer be available to public libraries, but we will be replacing it with Mango Languages which is a little less "flashy" but more instructionally robust.

Our online homework help will be provided by Brainfuse, whose online tutors offer both help with specific homework problems and more general skill-building assistance.  Brainfuse is also based on state curriculum standards and has a long history of service delivery through schools.

We are adding the E-Library database for middle and high school students to complement our existing subscription to E-Library Elementary.  This not only enhances our online offerings but will enable our local schools to make use of the service through the library rather than purchasing their own subscriptions.

In these times of high gas prices we think our customers will appreciate the ability to access library services from home more than ever!

 

 

 

"Feel good" library funding

We had our monthly meeting of the California Library Association Legislative Committee via conference call last Friday, and I was dismayed to hear from our lobbyists that the idea of "borrowing"  property tax revenues from local governments under Proposition 1a in order to balance the state budget is again being talked about.  It seems that some in the "no more taxes" camp see this as a viable counterbalance to proposed funding cuts.

Our lobbyists also reported that amidst all the wrangling over the budget there appears to be bipartisan support for protecting the State-funded Public Library Fund (PLF), which provides a very small amount of per capita funding for local library services, and the Transaction-based Reimbursement (TBR) program (which provides for libraries who participate in universal borrowing to recover a small portion of the cost of serving people from other jurisdictions via inter-library loan and "over the counter" services).

The support for libraries is heartwarming until you realize that for PVLD the funding we receive under PLF and TBR combined is less than 1% of our operating budget.  As an Independent Special District Library, on the other hand, 87% of our budget is funded by an allocation of local property tax revenue. 

For those who aren't familiar with Proposition 1a, it was a voter-enacted constitutional amendment intended to prevent the State from raiding local property tax revenues.  It allows the State to "borrow" up to 8% of local property tax revenues in a given year provided the Governor declares a state of emergency, the borrowing is authorized by a 2/3 vote of both the Assembly and Senate, and any previous borrowings have been repaid in full.

A loss of 8% of our property tax revenue, no matter how "temporary", would be devastating for PVLD.  It would come at a time when the collapsing housing market and falling interest rates mean that our total revenues for 08/09 are projected to be essentially flat as compared to this fiscal year and we, like everyone, are feeling the effects of inflation on everything from energy costs to online databases.  We are looking at a barely balanced budget for 08/09 as it is, and at this stage are projecting a substantial deficit for 09/10.

And we're not alone. Both the 13 other Independent Special District Libraries across the state, and every County library system (which are known as Dependent Special District Libraries because a large portion of their funding comes from a direct allocation of property tax revenues), relies on property tax revenues for a substantial portion of their budget.

So it's pretty ironic that legislators can pat themselves on the back by protecting PLF and TBR, the loss of which would have a minimal impact on our operations, while considering the use of Proposition 1a borrowing which would result in serious cutbacks in library services....at a time when California libraries are experiencing record use due to the economic climate.

There is precedent for libraries to be exempt from State raids of local property tax reveneus, and we'll be fighting hard to preserve our funding, but the lack of political will in Sacramento to really address our state's budget issues is discouraging.

Libraries and the Price of Gas

Combine high gas prices, a shaky economy, and hot weather and what do you get?  A very busy summer for public libraries!

We're less than 25% through our 13-week summer reading program, and enrollments are already more than 50% of what we had for the entire summer last year.  The Annex shows no signs of the slumping attendance we saw last summer.  Our programs and events are getting big crowds, and the books and movies are flying off the shelf.

Part of this is attributable to great work by the PVLD staff, but I think it also reflects the fact that families aren't taking their usual vacations, and parents are struggling to pay for summer activities for their kids. 

In this economy the public library with its free activities and resources, cheap movie rentals (PVLD charges a nominal fee), free high-speed Internet access, and air-conditioning is the best bargain in town...and you don't have to use very much gas to get here!

PVLD on Twitter

I've been thinking about the possiblity of using Twitter as a way to communicate about the Palos Verdes Library District for some time.  As regular readers of this blog and my Facebook Friends know, I already use Twitter to send out brief updates to both. 

Over the past few days I came across several interesting items as I caught up on my blog-surfing after a very busy few weeks.  Elizabeth Leonard posted this item about how companies like Dell Computers, online shoe retailer Zappos.com, and tax-preparation giant H&R Block are using Twitter to generate sales and communicate with customers.  Elizabeth links to this article from Media Week - the whole article is interesting, but I was particulalry interested  in hthe very active engagement of Zappos CEO Tony Hsieh in using Twitter to promote his company.

Also from late last week is this fascinating thread about how non-profits are using Twitter (as well as IM and other tools) to promote their causes, keep supporters "in the loop", and stay in touch with the communities they serve.  It's worth scrolling through all of the posts.

Then there was the May 22, 2008 issue of Newsweek which featured the article Beyond Blogs.  The video that plays on Page 1 of the online version gives a great overview of Twitter and how it is being used by business, an Page 2 of the article gives a good summary of what Twitter is, and how it can be used for everything from keeping up with industry intelligence to learning about sources of financing.

All of this reinvigorated my interest in using Twitter to communicate about PVLD, promote our services, and maybe even start a dialogue with some of our customers. 

Today I took the plunge and set up our very own PVLD Twitter account.  Anyone who is interested in keeping up with what is going on around the Library District can set up their own account on Twitter, and then start "following" PVLD.  All you need to do is log in to your Twitter account, and then enter pvld in the  "search"box in the upper right hand corner. Or you can just click on "Follow Me" under the PVLD on Twitter updates on the right side of this blog and follow the directions from there!

If you've set up your cell phone to receive text messages of Twitter Updates (or "tweets") you'll get instantaneous notification of anything that is sent out by the Library District.  Otherwise you just log in to your Twitter account online for updates. 

PVLD employees - if you are interested in becoming a "Twitter ambassador" for PVLD and posting information about library services, programs, and activities just email me and I'll send you the login information.

Happy tweeting! 

PVLD's Summer of Reading

San Francisco had its Summer of Love, PVLD has its Summer of Reading.  This year we have  a record 4 Summer Reading programs underway across the District.

Our "Catch the Reading Bug" Summer Reading program for kids launched at the Palos Verdes Chamber of Commerce Street Fair on May 31st and June 1st.  The Young Readers Librarians also made many school visits to promote Summer Reading in May and June and we are already several hundred sign-ups ahead of where we were this time last year....and we only start our popular Summer Reading events and performances tomorrow! 

We'll have special programs and activities every Tuesday, Wednesday, Thursday, and Friday afternoon between June 17th and August 30th at one of the libraries - and that's in addition to our 13 weekly story times - so it's going to be a busy summer for the Young Readers Librarians.

Metamorphosis, the Teen Summer Reading program is also off to a great start thanks in no small measure to Ali Orr's efforts to visit schools.  Ali also shared the Summer Reading Public Service Announcement video with several schools for broadcasting to all students...and since several teens have said they saw the video we know at least some of them were paying attention :)  Ali and the staff at the Annex also have planned a full schedule of weekly events for teens.

Thanks to the efforts of Adult Services Librarian Jim O'Grady, we also launched our 2nd Annual Adult Summer Reading program, which promises to be even more popular than last year's inaugural program.

Jim also took the lead in launching our first ever Staff Summer Reading program and we're looking forward to sharing favorite reads with our colleagues!

On the theme of sharing, it was great to get this email from Adult Services Librarian Louise Beebe late last week -

"This Saturday (6/14), I will be setting up a book display near the ‘new books’ area at PC that invites everyone (patrons and staff) to participate. Simply place a library book that you have enjoyed on the display! That’s it! If you are particularly passionate about that book, there will be bookmarks at the display that you can write on and put in the book to tell the world why you liked it (you can bravely write your name, or be anonymous). I will send out a sign and bookmarks to the branches should they also wish to embark on this adventure--all that’s needed is a small amount of visible shelf space. Please encourage Adult Summer Reading participants to put their favorites on the display or anyone else that tells you about a book (that we own) that they liked."

 

Take these ongoing programs and add in special reading- and writing-related events and activities like The Cactus Eaterswith author Dan White talking about his well-reviewed book, the Dialogue Project public art installation which aims to inspire dialog and communication through quotations from famous people, "So You Want to Be An Author" featuring award winning writer Angi Ma Wong, and the "3rd Monday" events for writers hosted by our partners the Southwest Manuscripters...not to mention our ongoing Book Discussion Groups and you can see why I say we're celebrating a summer of reading here at the Palos Verdes Library District!

 

I hope you can join us!

 

Money, money, money

It's been a challenging few weeks as we have worked to craft a new Memorandum of Understanding (i.e. labor contract) for the PVLD employees represented by the Service Employees International Union...which is most of our employees.

The challenge was to come up with an agreement that is fair to employees, facilitates the transition to a new classification and compensation system intended to keep our salaries in line with those for comparable jobs in other agencies, and addresses the runaway inflation in healthcare costs (our premiums are going up by 15% next year).....and all in a context where PVLD's revenues are flattening, we are adopting a barely balanced budget for 2008/2009 and are facing a projected deficit of over $200,000 in 2009/2010.

No small challenge, and while I'm sure some employees will be disappointed with the outcome, I think we have come up with something both fair and sustainable.

With all of this weighing on my mind, last night I came across this interesting calculator Nothing like learning that your entire full-time workforce is well into the top 5% of income-earners worldwide, and most are in the top 1% to put things in perspective....

Librarians and Journalists - a lot in common?

Thanks to Helene Blowers at LibraryBytes for sharing this thought provoking presentation from Neil Perkin.  Another one of those presentations to a non-library audience (in this case media companies and journalists) where you could insert the words library and librarian throughout and it would make perfect sense.  I especially loved slide 38 - just the roles I think librarians should be playing!

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