Nothing to Lose

Storify

noreply@blogger.com (Unknown) — Mon, 04 Feb 2013 19:24:00 +0000

I recently discovered Storify, a really interesting visual tool which brings together feeds from all of your favorite social networking sites. To experiment, I did a quick search using "E. H. Butler Library" and was surprised to find Twitter comments and YouTube clips from our students. I combined these with useful links about our services and resources to create an instant advertisement for the library (which I then posted on Facebook). Check out E. H. Butler's Storify page here. The marketing and outreach possibilities for this are endless: library events (orientation, open house!), subject specific resource guides, student projects, and research guides (just try a search for "writing a research paper" and you'll see what I mean). I also think that this platform supports the use of visual literacy initiatives, and if used properly, could be an innovative way for students to organize and present research.

Smell the Coffee

noreply@blogger.com (Unknown) — Thu, 17 Jan 2013 15:55:00 +0000

I've been thinking a lot about how we can provide experiences that make the library truly valuable to our patrons. With that said, I wrote this little piece awhile back and thought it was worth sharing again. This is a re-post from 2010.

Wake up and Smell the Coffee: Transforming the Ordinary Library to the Extraordinary through the Guiding Principles of Starbucks

by Lisa A. Forrest

The announcement by Starbucks Corp to close 600 of their stores due to economic slow-downs set off a flurry of reaction from coffee lovers around the United States, including letters and petitions to company officials, and an on-line grass roots “Save our Starbucks” campaign. National Public Radio’s Talk of the Nation featured callers pleading, “Please don’t take my Starbucks away.” Callers went on and on about their love for the consistency of the coffee, the variety of choices, the atmosphere, and the stellar service that they receive from the personable staff. Sitting in my cozy local Starbucks with my half-caff., 1% milk (not all the way skinny), light-on- the- caramel –macchiato, listening to the baristas patiently decipher various caffeine requests, I began to draw comparisons between Starbucks and libraries. What was it exactly that made people so devoted to a place—and so passionate about a coffee shop closing? While libraries are certainly not businesses, I felt that there was something to be gleaned from the Starbucks model of customer service. I began researching the subject and discovered that there are entire books written about the company’s philosophy of human service. The “guiding principles,” which all new baristas receive during training, are contained in a 16-page pocket sized book called The Green Apron Book. I inquired of this book to my favorite barista, who energetically returned from the back office with a copy just for me (why can’t all of life be so easy?). “Happy reading,” he said with a smile—“let me know if there is anything else I can help you out with.” I opened the little green book to the first page, which appropriately read, “Give. Connect. Elevate.” As I walked away, I did feel elevated--and it wasn’t just the caffeine buzz. This pleasant, simple interaction with the barista actually made my entire day. It reminded me that libraries could have the best collection in the world, but if the staff is unmotivated, unwelcoming, or uninspired-- it doesn’t really matter.

With that said, here’s my take on the rest of The Green Apron Book as it relates to libraries and human service:

Why we’re here. The Green Apron Book states it in one sentence: “to provide an uplifting experience that enriches people’s daily lives.” It’s true—coffee can be uplifting…but it’s obviously more than just about the coffee (just as libraries are way more than about books!). It’s the interactions that occur during the entire experience that have the power to enrich lives. What would you say if someone came up to the reference desk and asked “why are you here?” Do you have a bare boned philosophy of librarianship somewhere in your back pocket? For many librarians (including myself), the answer might be to inspire inquiry and a passion for life long learning. What can be more heartening than being inspired to learn? Yet I’ve seen libraries lose focus of this time and time again—it’s there, but often hidden under the everyday white noise of the running of the library. We forget that we are indeed in the business of enriching lives.

How we do it. We all know that it takes a lot of teamwork to keep a library working smoothly. According to The Green Apron Book, Starbucks does it “Together. In legendary ways, big and small.” The next time you’re in Starbucks, just notice how the baristas are communicating all of the time. Notice the togetherness behind the counter—how one person picks up where the other leaves off (they are all cross-trained to work every station of the process). Listen to how they speak to one another and to their customers (even when there is a line). The whole process of ordering a drink appears almost effortless—when in fact, there are actually many steps involved in the “behind the counter” operation. At my local Starbucks, the baristas often come out from behind the counter to walk the floor and check in on their customers. It’s not so different from a reference librarian coming out from behind the desk to follow up with a patron. Does your team of librarians and staff communicate with such transparency, cooperation, and good nature? Or are some too attached to their specific roles to reach across those invisible lines to make even the smallest operation run smoother?

Be welcoming. The Green Apron Book provides some common sense advice on good manners. Greet people as they walk through the door, make eye contact, start conversations, anticipate the customers’ needs, and so on. The point of being welcoming is to “offer everyone a sense of belonging.” Of course, most of us do all of these things every day. But if you’re reading this at the reference desk and haven’t looked up at the patron who just walked in the door…well, we all need reminders now and then, right?

Be genuine. Out of the entire Green Apron Book, I appreciated this section the most. The points that stood out for me in regards to libraries: Remember that communication happens verbally and nonverbally, legendary service exceeds customers’ expectations, and to focus on the positive (what you CAN do, not what you cannot do). As librarians, how can we get past meeting basic expectations to exceeding our patrons’ expectations? Can you put yourself back on the other side of the desk to empathize with the patron—or do you find your patience running low? I appreciate when someone tries to anticipate my needs, whether that is a glass of water at a restaurant or someone pointing out the restrooms. Perhaps for those working in libraries, that comes in the form of drawing out a path on the library map, or maybe it is taking the extra time to guide someone through the online Inter-Library Loan application. You need a pencil? How about a piece of scrap paper, too? There are many, many ways that librarians and library staff can exceed patrons’ expectations.

Be knowledgeable. Starbucks instructs its employees to “Love what you do. Share it with others.” It’s true what they say: enthusiasm is contagious. Why can’t libraries be celebrated in the same way as good coffee? National Library Week aside, do we really celebrate our libraries, our skills, and our knowledge? Not only are libraries in the business of finding out the answers; they also serve as intellectual and social cornerstones of the community. We should take pride in sharing what is most unique about the libraries where we work—everyday.

Be considerate. The Green Apron Book’s main points on the subject of consideration include offering support to colleagues, caring for the environment (think double sided printing and green friendly products), taking initiative as “when you see something that needs to be done, do it” (something as simple as picking up a piece of trash on the floor), and recognizing people for their efforts. How can we develop a greater consideration for our patrons? So often, we look at the library through “librarian’s eyes” without truly considering the perspective of the patron (we think we know what they want). As the saying goes, “let the sweeper choose the broom.” Consider the use of online polls and focus groups…or better yet, go face to face and just ask your patrons their opinion.

Be involved. Libraries and coffee shops have one main thing in common—they both serve as social and intellectual meeting places in the community. The Green Apron Book reminds employees to be become involved in their communities (our local Starbucks has even partnered with the public library), to be aware of the tone and energy of the store in which they work, and to be models of positivism. These are good reminders to those working in any public service job. The Green Apron Book also encourages employees to express their views—what better way to ensure involvement than to give employees (and patrons) the opportunity to openly voice their ideas and concerns?

Make a friend. Make a difference. Make someone’s day. In regards to the library, we’ve all had experiences where we know we’ve really made someone’s day. Remember, the small things make all the difference. Just think how different my opinion of Starbucks would be if the smiling barista had told me that he couldn’t give me a copy of The Green Apron Book, or if the staff was not so motivated by challenging drink requests? The last page of The Green Apron Book states that three things are needed to keep people coming back: products, place, and people. “They come for coffee, stay for the inviting warmth, and return for the very human connection.” Everything matters. Simply providing access to information is no guarantee of the library’s use, nor does it instill any lasting dedication. If our patrons visit for library resources, it’s up to us to provide the personal connections which keep them coming back.

Don't Stress...Finals Week Activities

noreply@blogger.com (Unknown) — Tue, 15 Jan 2013 18:58:00 +0000

Looking for a creative activity to offer during finals weeks? Here's an idea offered by Buffalo State students in CRS303/Creative Leadership. This innovative group set up in the library and provided stress management activities for fellow colleagues. Stressed-out students were encouraged to take a study break and create “stress balls” using balloons and markers (moustaches were optional). A fun afternoon was had by all! Free refreshments (coffee, tea, cookies) were also provided to students throughout the week.

New Year...New Space: Change is Good

noreply@blogger.com (Unknown) — Mon, 14 Jan 2013 19:15:00 +0000

We recently took advantage of holiday "down time" to reorganize our Information Commons space. We had been running into issues with the location of the Equipment Loan door being outside of the help desk area. So, we put our creative caps on (along with our sneakers) and moved the desks around a bit. The new area now features a "waiting area" in between the Reference and Computing Help/Equipment Loan desks. So far, the response to the new arrangement has been great. This is just one example of how a simple change in the use of a space (A.K.A. moving stuff around) can make all the difference!

The Olmsted Parks Poetry Project

noreply@blogger.com (Unknown) — Mon, 19 Nov 2012 19:52:00 +0000

Posters from our most recent programming endeavor-- the Olmsted Parks Poetry Project. The series included author talks, workshop activities, and a display of the library's Olmsted collection. The majority of the events took place IN the surrounding Olmsted parks. For more on the series, see the Rooftop Poetry Club's blog.

We're Listening

noreply@blogger.com (Unknown) — Thu, 25 Oct 2012 13:28:00 +0000

As Coordinator of Library Communications, I'm often asked to come up with creative promotional ideas for large projects within the library. Currently, we're participating in LibQUAL+...and we needed a really clever way to get folks to participate. We decided to use cute loppy-eared animals along with the simple slogan,"We're Listening."

In keeping with the "We're Listening" theme, we also ordered ear-buds with the Butler Library logo, and created a series of animal bookmarks. Students have been very receptive to both of these creative marketing tools...

noreply@blogger.com (Unknown) — Mon, 15 Oct 2012 15:03:00 +0000

We're so excited to introduce yet another vinyl sign! We were searching for a way to advertise our new Help Desk area, which offers assistance with research, computing issues, and equipment loan. This large vinyl sign, created in a metallic grey color, really fits the bill. Need help? Ask us.

Free Tools to Create Infographics

noreply@blogger.com (Unknown) — Thu, 24 May 2012 19:15:00 +0000

Wouldn't it be great if you could design professional looking infographics for your library? If only you were a REAL designer, right? Well, you might just be in luck! Take a look at what you can do with these free sites.

Visual.ly allows you to "tell stories with data." Don't just talk about it...show it! Here's a great example:

http://visual.ly/american-public-libraries-community-internet-access

http://www.easel.ly/create/?id=https://s3.amazonaws.com/easel.ly/all_easels/5404/__library_survey&key=pri

Easel.ly is another amazing tool you can use to create infographics. Why not share your next LibQual results through a graphic? I just love this idea.

Also- check out this free tutorial on creating infographics from School Library Journal.

Many thanks to my tech-geek colleague, Ken Fujiuchi, for sharing these sites with me. Thanks, Kenny!

Create a Meme!

noreply@blogger.com (Unknown) — Tue, 15 May 2012 19:48:00 +0000

This idea comes from Katie Bertel, one of our librarian interns. She created clever marketing posters using the Meme generator (http://memegenerator.net/). This is a fun way to use popular culture and the possibilities are endless. Check out the site and see what you can create. (Note: I think this would make a great student contest-- providing the proper guidelines are in place.)

Quiet Please

noreply@blogger.com (Unknown) — Fri, 27 Apr 2012 13:35:00 +0000

Shhh! Our new 24/7 "QuietQuad" study area needed a "Quiet Please" sign. After much contemplation, we decided to go with a wall sized reminder. A local signage business helped us design this vinyl stick-on sign. The cost was very reasonable...AND the message seems to be getting across, too.

Note: This is removable vinyl in a copper metallic color, made by FASTSIGNS. The cost including installation was $460.

National Poetry Month: Off the Map

noreply@blogger.com (Unknown) — Fri, 13 Apr 2012 18:53:00 +0000

Looking for a new project to help celebrate National Poetry Month? We used outdated topographical maps as canvas for poetry! Maps were on display in the library for the month of April. View the complete "Off the Map" poetry project on E. H. Butler Library's website.

Why Do You Love Your Library?

noreply@blogger.com (Unknown) — Tue, 12 Apr 2011 14:13:00 +0000

Looking for an frugal way to show your library love? For National Library Week we made up blank sheets labeled "Why Do You Love Your Library: Tell Us in Six Words or Less OR Draw a Picture" and handed them out to patrons and staff. Responses were pinned to a bulletin board placed near the front entrance of the library. I also scanned many of the responses and put the images on our Facebook page. This is a great way to engage patrons and get your staff involved too!

Wanna Collaborate?

noreply@blogger.com (Unknown) — Wed, 19 Jan 2011 15:02:00 +0000

Poster Design by Dennis Reed, Jr.

I'm really excited about this semester's upcoming book club and activities! We are continuing our collaboration with the Women's Studies Program, which allows us to join forces in running the book club and obtaining funding for the books and author visit. When searching for meaningful ways to contribute to student learning, consider the activities already happening through campus clubs and organizations. Is there a speaker scheduled to visit? If so, could you offer to run a book club or speaker series that piggy-backs off of the topic? A little collaboration can go a long way in ensuring success!

Chalk It Up

noreply@blogger.com (Unknown) — Tue, 18 Jan 2011 15:44:00 +0000

When it comes to creating inexpensive displays, don't overlook simple chalk and bulletin boards. Our "Green Team" used an existing "chalk board" wall (try chalk board paint!) and simply added a bulletin board. The display can be easily changed, and allows students and staff to display their artistic abilities!

Make a Zine!

noreply@blogger.com (Unknown) — Thu, 13 Jan 2011 14:52:00 +0000

Here's a really frugal activity to incorporate into your next programming event. We asked "Girl Power" book club members to submit a one page contribution towards a group publication. Members handed in poems, essays, and art that related to topics discussed in the book. One of the members designed the cover (which I LOVE!). Then we simply used a copier and stapler to complete the project. The girls were so excited to share their zine with friends, and it was a great way to finish up the semester!

Where'd You Get That Bag?

noreply@blogger.com (Unknown) — Tue, 11 Jan 2011 19:12:00 +0000

If you are planning on spending a little money on marketing materials, consider something practical and stylish...such as well designed tote bags! Our bags were a group effort, with the idea for the design (icons of services offered at the library) put together by our marketing team. We opted to purchase these from a local company versus going through a big retailer, and actually saved a lot of money on shipping & handling. We hand the bags out at orientation events and also sell them for just $1.00 at the circulation counter. The best part about these bags is that students REALLY use them (I've seen students carrying these at the grocery store and other local shops).

Who Do You Love?

noreply@blogger.com (Unknown) — Thu, 06 Jan 2011 15:38:00 +0000

I'm trying something new this year to celebrate National Poetry Month and National Library Week. I'm asking students to contribute poems about the library to our blog! Check out the blog posting here. I've also scheduled an "I Love Libraries" open mic for April. I'm curious to hear what your library does to celebrate National Poetry Month and National Library Week. Please share your ideas!

Do You Archive?

noreply@blogger.com (Unknown) — Thu, 06 Jan 2011 15:04:00 +0000

Photo sharing sites such as Picasa and Flickr are great for sharing snapshots with friends and family-- and also serve as frugal tools for archiving marketing materials. At E. H. Butler Library, we use Flickr to archive our posters and promotional materials for the Rooftop Poetry Club. Not only does this help us keep track of all of our events, but it also looks pretty darn impressive! Check out our Flickr archive for a little design inspiration (posters by Dennis Reed, Jr.)

Need A Caffeine Fix?

noreply@blogger.com (Unknown) — Thu, 09 Dec 2010 15:43:00 +0000

Poster design by Dennis Reed, Jr.

At E. H. Butler Library, we offer extended hours during the final weeks of classes for late-night studying. Unfortunately, our cafe does not offer the same hours...and our students REALLY love coffee. No fear! We've collaborated with our dining services (Sodexo), who graciously supply free coffee and tea to our students in the library. Just one more example of collaboration hard at work!

Here's the great poster that Dennis Reed, Jr. made up to advertise the service. (We've noticed that the poster keeps disappearing from the table-- so I've started making extras for those who feel the need to have their own copy!).

Speak Up!

noreply@blogger.com (Unknown) — Tue, 26 Oct 2010 14:00:00 +0000

Looking for a speaker to come to your school or library, but don't think you can find the extra funding? The NY Council for the Humanities "Speakers in the Humanities" and "Speakers in the Schools" program offers grants to not-for-profit organizations in New York state. Speaker's honoraria and travel expenses are paid by the Council, so school libraries and public libraries book at next to nothing (schools are free and public institutions pay a $35.00 application fee.) It's a great program with speakers available for nearly every subject. What do you have to lose?

Quiet Marketing

noreply@blogger.com (Unknown) — Tue, 19 Oct 2010 15:30:00 +0000

E. H. Butler Library recently unveiled our new 24/7 QuietQuad study facility. During the grand opening celebration, visitors were greeted by a mime handing out pens and lip balm with a “shhhh” theme (intended to encourage students to maintain a noise-free study zone). Germaine Robinson, our mime volunteer, is a student in the theater department. She was thrilled to help us out, and received a gift card for the book store as a small token of our thanks.
As a reminder to "keep the quiet," Dennis Reed, Jr. designed these clever posters for the new area:

One of My Favorite Projects

noreply@blogger.com (Unknown) — Mon, 04 Oct 2010 13:48:00 +0000

Patrons who wander the second or third floors of E. H. Butler Library have some innovative help finding books on their topic. Colorful posters, designed to guide users in visually locating books by subject, pair Library of Congress subject headings with matching illustrations. The poster project was a partnership between the Library and Instructional Resources. After seeing over-priced subject posters advertised in a supply magazine, I contacted Computer Graphic Specialist Kaylene Waite with the idea to create our own posters. Kaylene was eager to help, and along with student assistants, Matt Evrard and Eddy Silvario, produced a collection of 115 unique posters. The project, which was a substantial undertaking (over 300 posters in all), took over a year to complete. Students really appreciate the extra help in locating their books--and feel a little less "lost" in the stacks!

The Card Catalog Poetry Project

noreply@blogger.com (Unknown) — Fri, 24 Sep 2010 15:47:00 +0000

As the Rooftop Poetry Club celebrates five years of programming, I'd like to take a moment to reminisce about the project which started it all! In the fall of 2003 (following a summer writing workshop at Naropa), I curated The Card Catalog Poetry Project. A collection of poems written on catalog cards by poets from around the United States, this project also included 30 artists' books created from discarded book materials. In April 2005, in celebration of National Poetry Month, poets from the Buffalo State College community were asked to participate in the continuation of a second card catalog project. Over 50 Buffalo State poets contributed to the success of the project, which was celebrated with a reading event [photos | audio] held at E. H. Butler Library on April 27, 2005. After the event, a student asked "what's next?" and I thought, "how about a poetry club?" The rest is "Rooftop Poetry Club" history. If you'd like to do a similar project at your library, the hardest part will be finding old catalog cards (I had to call around to a bunch of local libraries). Once you have a box of cards in hand, start advertising your project to the community. I guarantee that it won't take long to round up enough poets to get the project off the ground! I would recommend giving 2-3 cards to each poet, with directions to create a poem on the *front* of the card (much more interesting!). Remember to keep track of who is participating, and provide clear submission guidelines. While we created Web sites to archive our projects, a simple blog would also work just fine. If you have any questions, just let me know!

By Irene Sipos

By Kimberly Davis

From the original Card Catalog Poetry Project. Books created by Lisa A. Forrest from discarded materials. Check out more photos at http://library.buffalostate.edu/rooftop/card/original/about.htm

Very Bookish

noreply@blogger.com (Unknown) — Tue, 21 Sep 2010 16:47:00 +0000

Wow! Talk about frugal...check out the Information Desk at TU Delft made entirely from discarded books.
What a totally cool idea.

Wake Up and Smell the Coffee

noreply@blogger.com (Unknown) — Tue, 21 Sep 2010 14:18:00 +0000

I've been thinking a lot about how we can provide experiences that make the library truly valuable to our patrons. With that said, I wrote this little piece awhile back and just wanted to share it.

Wake up and Smell the Coffee: Transforming the Ordinary Library to the Extraordinary through the Guiding Principles of Starbucks

by Lisa A. Forrest

With that said, here’s my take on the rest of The Green Apron Book as it relates to libraries and human service: