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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
ChallengesChallenges1. Limited Resources1. Limited Resources
Example: Japan school library: Example: Japan school library: limited hours/staffing limited hours/staffing
ChallengesChallenges1. Limited Resources1. Limited Resources
Example: everywhere: limited Example: everywhere: limited database budgets database budgets
ChallengesChallenges
Indonesia: N. Sumatra Univ. LibraryIndonesia: N. Sumatra Univ. Library
ChallengesChallenges
Philippines: supplementing Philippines: supplementing (Pathfinder)(Pathfinder)
ChallengesChallenges
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)
ChallengesChallenges2. Clients not using Reference or 2. Clients not using Reference or
Instruction servicesInstruction services
- Possibly over-reliance of Internet- Possibly over-reliance of Internet
ChallengesChallenges2. Clients not using Reference or 2. Clients not using Reference or
Instruction servicesInstruction services
-Possibly a negative -Possibly a negative
stereotype orstereotype or
impression impression
of librariansof librarians
ChallengesChallenges
Singapore: Market the Reference Desk!Singapore: Market the Reference Desk!
ChallengesChallenges
Taiwan Public: Taiwan Public:
Promoting Librarians Promoting Librarians
over Googleover Google
ChallengesChallenges
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
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”
ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them
become Information Literatebecome Information Literate
Korea: “I use Korea: “I use NaverNaver, not the library”, not the library”
ChallengesChallenges3. Not “reaching” clients to help them 3. Not “reaching” clients to help them
become Information Literatebecome Information Literate
USA: “I don’t remember much from USA: “I don’t remember much from my freshman library orientation”my freshman library orientation”
ChallengesChallenges
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.
ChallengesChallenges
Philippines: required 3Philippines: required 3rdrd/4/4thth year year student library research componentstudent library research component
ChallengesChallenges
USA: “roaming librarian” projectUSA: “roaming librarian” project
ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used
or availableor available
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”
ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used
or availableor available
Vietnam: often Vietnam: often
librarians worklibrarians work
low-level clericallow-level clerical
positionspositions
ChallengesChallenges4. Librarian subject expertise not used 4. Librarian subject expertise not used
or availableor available
Thailand: LIS studentsThailand: LIS students
exclusivelyexclusively LIS only; LIS only;
no other subjectno other subject
knowledgeknowledge
ChallengesChallenges
Philippines: Pathfinders specializationPhilippines: Pathfinders specialization
ChallengesChallenges
USA: Online library guides by majorUSA: Online library guides by major
ChallengesChallenges
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
ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible
Japan: mandatory staff rotations Japan: mandatory staff rotations among library divisionsamong library divisions
ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible
Everywhere: Everywhere:
““total silence”total silence”
tradition still tradition still
prevalentprevalent
ChallengesChallenges5. When traditions become inflexible5. When traditions become inflexible
Thailand, China, etc.: outsider, non Thailand, China, etc.: outsider, non librarian Library Directors appointedlibrarian Library Directors appointed
ChallengesChallenges
Vietnam: creative thinking– café within Vietnam: creative thinking– café within the librarythe library
ChallengesChallenges
Singapore: Lively, open, noisy Singapore: Lively, open, noisy “Information Learning Commons” area“Information Learning Commons” area
ChallengesChallenges
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!
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