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

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


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


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


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


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


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)



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



-Possibly a negative -Possibly a negative

stereotype orstereotype or

impression impression

of librariansof librarians


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


Taiwan Public: Taiwan Public:

Promoting Librarians Promoting Librarians

over Googleover Google


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



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

place to study”place to study”



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



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


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.


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


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

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”



Vietnam: often Vietnam: often

librarians worklibrarians work

low-level clericallow-level clerical

positionspositions



Thailand: LIS studentsThailand: LIS students

exclusivelyexclusively LIS only; LIS only;

no other subjectno other subject

knowledgeknowledge


Philippines: Pathfinders specializationPhilippines: Pathfinders specialization


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


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


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


Everywhere: Everywhere:

““total silence”total silence”

tradition still tradition still

prevalentprevalent


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


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


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


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!

Documents

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