No, no, no, no, no!!! The point was, the student knew what she wanted...
she knew how to find it online and in the indexes... she was getting all
the help she needed from both me and my staff and from the reference
staff... SHE JUST WASN'T WRITING IT DOWN!!!! So she'd go over, get her
citation, then take twenty steps away from the online indices and forget
what she'd found. Three times.

That's all that this incident was. Funny. I thought.

Max

>>> Rosemary.Burgos-Mira@LIU.EDU 12/07/04 04:44PM >>>
I had the same reaction that Rick had.  True- the student didn't know
what she wanted, but isn't that why she was in the library in the first
place--to get help. I used to work in a library where the reference desk
and the periodicals desk were on different floors and this type of
scenario happened every so often.  I was the head of access services, so
if the student ended up coming to me, they were really frustrated.
Granted, the student usually had no idea of how to read a citation and
therefore couldn't ask for what they needed correctly, but librarians
are there to help--no matter how silly the student may seem.
Rosemary

Rosemary Burgos-Mira
Acquisitions/Gift Librarian
B.Davis Schwartz Memorial Library
C.W. Post Campus-L.I.U.
720 Northern Blvd.
Brookville, NY 11548
(516)299-3526
(516)299-2470-fax
rosemary.burgos-mira@liu.edu

________________________________

From: SERIALST: Serials in Libraries Discussion Forum on behalf of Rick
Anderson
Sent: Tue 12/7/2004 2:57 PM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Time to lighten up!

I want to say this gently, as I genuinely mean no offense to Max.  But
the scenario he describes below sounds more to me like a failure of the
library than a failure of the patron.  Granted, the patron didn't seem
to have a clear idea of what she was after.  But isn't exactly that why
patrons come to the desk?  I think the thing to do in that situation is
to put some effort into helping the patron figure out what she needs,
and then to help her find it.  My suspicion is that the reason she
didn't return for a fifth time is not that she found what she needed
-- rather, she was probably simply too mortified to approach the
periodicals desk again, or had simply come to the conclusion that no
one in the library really wanted to help her.

----
Rick Anderson
Dir. of Resource Acquisition
University of Nevada, Reno Libraries
(775) 784-6500 x273
rickand@unr.edu

> -----Original Message-----
> From: SERIALST: Serials in Libraries Discussion Forum
> [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Max Shenk
> Sent: Tuesday, December 07, 2004 11:17 AM
> To: SERIALST@LIST.UVM.EDU
> Subject: [SERIALST] Time to lighten up!
>
> O.K., serialisters... I had something happen today which I wanted to
> share, and I thought it'd be a good chance for everyone to lighten up
> and post their Amazing But True Patron stories.
>
> Mine is:
>
> I work at a community college library periodicals desk. This morning, a
> student came to the desk and asked if she could see "The Harvard Journal."
>
> "We don't have a title called The Harvard Journal," I said. "Do you
> need the Harvard Business Review? Harvard Educational Review?  Harvard
> Health Letter?" I sent her back over to the reference desk to get more
> information, assuming that she'd come back with a citation from the
> indices.
>
> Five minutes later she comes back again: "I need Current
> Controversies."
>
> "We don't have anything called Current Controversies...
> there's a title
> called Issues And Controversies, but it's shelved in the reference
> section."
>
> She goes back to the reference desk...
>
> Five minutes later, she comes back a third time...
>
> "I need Harvard Education Review."
>
> "What issue?"
>
> "Uhhh... fall... 2000-something."
>
> She went over to the reference desk a FOURTH time and this time didn't
> return. I assume she found what she was looking for online.
>
> Will she be able to grasp the concept of "Do you want fries
> with that?"
> is my question.
>
> Your turn.
>
> Max Shenk
> Periodicals Assistant
> Brendlinger Library
> Montgomery County Community College
> Blue Bell, PA  19422
>