[prev in list] [next in list] [prev in thread] [next in thread] 

List:       publib
Subject:    types of ref questions answered (fwd)
From:       Leila Shapiro <lshapiro () cap ! gwu ! edu>
Date:       1994-11-30 20:28:28
Message-ID: Pine.3.89.9411302018.E11758-0100000 () nysernet ! org
[Download RAW message or body]

Sender: Leila Shapiro <lshapiro@cap.gwu.edu>
Subject: Re: types of ref questions answered


library staff hate doing crisscross questions and will always perceive
them is being more quantitatively than they are and all from out of state
bill collectors.  It is a facet of the typical librarian's personality
that s/he feels guilty if giving out the telephone number who hasn't paid
a bill.  That librarian just knows that this is a poor person with
starving children.

People, including businesses, use crisscross information for a variety of
reasons, one of which is to collect money owed.  Librarians are supposed
to answer questions without giving the asker a means test.  If someone
abuses the service, one can always restrict, like saying I can do two or
three or howevermany phone numbers for you.

Setting up a separate line is setting yourself up for all the questions
from several states .  It is viewed as an invitation for all crisscross
questions.

I am perfectly aware that some libraries couldn't keep their doors open
without having volunteers who perform direct public service.  However,
that is not preferred by anyone.  What other direct public service do your
volunteers perform?  

There has been another discussion which ran the last couple of weeks about
librarianship as a profession.  How we view ourselves, how we wish others
would view us.  How we are unwilling to restrict our profession and hold
ourselves to the strict standards of physicians and lawyers.  I think that
this question of crisscross, car prices and homework is one of those
crucial areas where we as a profession have a problem.



On Tue, 29 Nov 1994, Inglewood Public Library wrote:

> The problem with doing criss-cross information over the phone is that it 
> is extremely time-consuming for staff.  We used to do criss-cross 
> reference; the phone was staffed by a volunteer.  We had a specific 
> number for that service, and offered it only weekday mornings.  The 
> problems generated were enormous.  People complained that the line was 
> always busy.  Others attempted to circumvent the dedicated number.  
> 
> We never took a survey to determine where these people were calling from, 
> but I'd be willing to bet that the vast majority were from outside our 
> local area and thus not contributing (through taxes) to support the 
> service.  We discontinued giving telephone criss-cross information when a 
> commercial service (using a 900 number) was established in Southern 
> California.  
> 
> Sue Kamm
> Inglewood Public Library
> 101 West Manchester Boulevard
> Inglewood, CA 90301
> voice:  310/412-5613
> fax:  310/412-8848
> e-mail:  inglewod@class.org
> 
> 



Leila Shapiro                     Bethesda Regional Library
Montgomery County Department of Public Libraries
PHONE:  301-986-4302    FAX:  301-986-4309  lshapiro@cap.gwu.edu



[prev in list] [next in list] [prev in thread] [next in thread]