Service

Shortly after starting the Distance MLIS program I chose to leave my full-time job. It was a difficult decision at the time, but it provided a catalyst to pursue other opportunities as I explored my future profession as a librarian. I had numerous opportunities to serve in the library community both as an employee and as a volunteer. The following paragraphs discuss a few of the more significant experiences. Being in the distance program and living so close to the University of Washington really expanded my opportunities to work with the University's libraries which provided for many of my service experiences.

Just a few months into fall quarter of 2004 (my first year in the program) I interviewed for a position as a reference assistant at the University of Washington Engineering Library. I was offered the job and I started just a few weeks later. At first, I was completely overwhelmed. I knew very little about engineering, and even less about engineering library materials. I quickly had to ramp up on industry standards, conference papers, technical reports, patents and a mountain of acronyms. The library staff provided as much training as they could and then it was time for me to start working at the reference desk and learning by fumbling through patron questions. And fumble was what I did for the first few weeks. I did a lot of apologizing and consulting the librarians to muddle through the questions I couldn't answer. By the end of my first quarter working there, I was starting to feel more confident.

The experience I gained working through those tough questions has made me much more resourceful. I've also developed a unique subject knowledge which has helped me answer questions in my work at Seattle Public Library that others knew nothing about. I also think just the experience of coming face to face with people with challenging questions has helped me to be a better reference provider, even if I can't answer a question.

Spring quarter 2005 I enrolled in LIS 521, Principles of Information Services. I was really excited about this class because it was my first hands-on reference class where we were not only learning reference but getting a chance to try out what we were learning. Early in the quarter, the class focused a great deal on internet reference sources; this was to help us with out upcoming experience as volunteer reference providers for the Internet Public Library (IPL).

Providing reference for IPL was extremely challenging. We had to answer different types of questions (source or factual). Source questions required finding sources that a user could then use to answer their question. Factual meant trying to find the actual answer, if possible. With my limited knowledge of internet sources and what we learned in class, I struggled through each question. It was comforting to know that someone at IPL would review our answers, in case we ran into problems, but it didn't reduce the challenge of trying to come up with answers. Between what we were learning in class and the experience with IPL I became very interested in the process of providing virtual reference. This curiosity lead me to pursue an opportunity to evaluate Seattle Public libraries reference process as well as finding further ways to provide virtual reference. I ultimately completed a directed fieldwork with City University and trained to provide reference for the University of Washington's Q&A Live service.

The questions I answered for IPL have really helped shape my perspective on the challenges faced in providing digital reference. What was originally just a class assignment became a prospect for future studies and employment. While in many libraries virtual reference is still a limited offering (for example, Seattle Public Library has a small team that provides virtual services), I believe that as technology changes and patrons become more connected libraries will have to meet their needs. I think my experience has really prepared me for that undertaking.

As I mentioned in my discussion about my experience volunteering for IPL, I was trained and now provide reference for the University of Washington's Q&A Live service. Just before completing 521, Principles of Information Services, I had an opportunity to take Washington State Library's Anytime, Anywhere, Answers training. In the training we learned how to use QuestionPoint software and studied many of the issues related to providing service via chat and email. Much of the course discussed best practices for answering questions as well as format and etiquette. In addition we reviewed policies and did some practice questions by "secret shopping" at other libraries. After completing the course I've providing reference via Q&A about an hour a week.

Initially I was very nervous about providing reference for the University. I didn't feel I had the reference skills, however I did find that with experience my knowledge of reference sources improved as did my experience with some of the more common questions about library policies and procedures. Something I didn't expect was the scope and origin of some of the questions. I feel my shifts via Q&A have offered me an opportunity to work with patrons I might not otherwise encounter and the challenge of answering a variety of different reference questions.

In January of 2006, I applied for one of the newly re-created Student Librarian positions at Seattle Public Library. In years past the library had offered these positions but they were dropped when funding was cut. Twelve positions were available to iSchool students in the MLIS program, and I was thrilled when I was selected from the pool of applicants. I was assigned to the Ballard branch of the library and would work 8 hours a week. In my position in Ballard I was to provide general reference service, reader's advisory, and basic computer support. The Ballard branch is the second busiest library in the Seattle Public system. The library regularly serves over 2000 patrons a day. During my time working I have worked with the librarians to review materials for weeding, create displays and organize events.

When I first accepted the position I had a lot of trepidation about working in a public library, but I felt that working only in an academic setting wasn't giving me a full perspective of the diversity career paths for librarians. Having worked for many years in retail, and struggled with some frustration from dealing with difficult customers, I wasn't sure I had what it takes to serve the public. After taking some time getting used to working with the Ballard patrons I found that I was getting a lot of satisfaction out of helping them with their information needs. I have gotten to know many of the regular patrons at the branch and feel very strongly about providing for their needs. I've found that in the public library I have an opportunity to not just answer reference questions, and help people with challenging decisions, but also to educate their children, and help them be informed citizens.

After nearly a year in Ballard I feel a strong affinity for public libraries. There are problem patrons, and they can make a good day really difficult; but they are the exception rather than the rule. I firmly believe that this time has given me a chance to see another side to librarianship and has changed many of the ways I deal with patrons in all my work situations. I've discovered the wonder of providing a friendly greeting, showing children their next favorite story, and giving seniors the information they need when the computers offer too much of a challenge. Working in a public library has created a dilemma for me that I hadn't anticipated, I was sold on being an academic librarian, but part of me now wonders if I won't find equal or greater satisfaction in a public setting.