Week 4 Secret Shopper Report

At 4:30pm today I entered a previously visited library where I was not known by the staff.  I am familiar with the layout of the library from my previous visit.  The quickest way to find a librarian was to go to the Information and Reference desk.  This desk is clearly identified and easy to see from numerous vantage points in the library.  I am pleased to say that two people staffed the desk. 

There were two patrons ahead of me at the desk but no one behind me.  The female staff became available first. She smiled and asked, “How may I help you?”  I explained that I was looking for a book recommendation.  She said, “I am more of computer person.  I can usually find a book, but he (pointing to the other staff person at the desk) is better at giving a recommendation.”

While waiting for him to finish assisting the patron in front of me, I looked around.  I saw no sign indicating that they had book lists or Readers Advisories available.  There were no binders or books of that sort on the desk either.  When my turn came, I explained that I was looking for a book recommendation.  He turned to his computer.  But didn’t ask anything right away.  I said, “I’ve been reading entirely too much serious stuff lately, I need to read something that will take me away.”  He empathetically said, “I hear that.”

He asked, “Anything in particular you are looking for?”  I said, “I was hoping to read something that is hot right now.  Something lots of people are reading.”  He didn’t respond.  He just looked at me as if I should know to tell him what I wanted.  So, I said, “When I was younger, I read some Science Fiction.  Can you direct me to what’s popular in Science Fiction?”

He turned to his computer and began keying.  I thought, “Well, now we are going to see how it’s done!”  But, alas, he stood up.  I was going to be shown how something is done, but not right here, apparently. He said, “Let me show you where the Science Fiction Section is.”  So, I followed him. He showed me where it started and where it ended.  He showed me where the “A” section started. The books are listed alphabetically by the author’s last name.  I asked him again, “Can you recommend a couple of authors or titles that are popular right now?”  He said, “Well, what I would do is look through the section and see what catches your attention.”  I asked, “Are there new authors that everybody is reading?”  He said, “What you want to do is look for the newer looking books, especially books that are in a series.”  I asked, “Do you have any favorite authors? Or do you hear people talking about a particular author?”  He then went back to the “A” section and pointed out Isaac Asimov.  He said, “He’s kind of the grand daddy of Science Fiction.”  I said, “I remember reading him as a youth.” Then he pointed out Orson Scott Card, Arthur Clark, Elizabeth Moon, and S.M. Stirling. He concluded the tour with, “These all have books in series.”   And his parting words were before he turned around and walked away were, “Let me know if I can help some more.”  At least he said it to me directly rather than talking while he walked away. 

Gosh.  After that little exercise in frustration I could not bear the thought of troubling him anymore today.

Was he successful as a Reader Advisor?  Yes and No.  Yes, because he did get me to say what I was looking for.  He showed me what he knew.  He showed me where the Science Fiction section is.  In addition, he did tell me what authors he was aware of that were worth reading.  No titles, but authors.  I suspect he likes to find his books by perusing the stacks.  And, he assumes others enjoy that kind of journey too.  As the saying goes, “it’s the journey, not the destination.”

But, the answer is also No because I was clearly looking for a destination and not a journey.  He did not directly answer my questions.  He did not look up in the computer/Internet/database or in a book or a three ring binder an answer to my questions about what is popular right now in terms of authors or titles. Nor, did he go that extra step to find out from someone else how to secure that kind of information.   Aside from showing me where the Science Fiction section was I was not really served in the way I needed to be.  I felt a bit lost and frustrated.  I know he heard my voice, but he clearly did not know how to answer.  He did not judge or condescend or convey any negative impression other than that he just didn’t know how to answer the questions I had.  If he ever participated in Readers Advisory training, he was clearly not implementing the training with me.