We strive to provide great customer service, yet few of us actually use the “C” word. We have many names—patron, borrower, user, reader—but “customer” remains controversial and typically we avoid it. Not so at Howard County Library, located in the Baltimore suburbs. At HCL, they embrace the term, feeling that it accurately conveys the relationships … Continue reading The Customer’s Always Right
Mashup artists, smartphone users, academics, and people who are visually impaired are all winners, thanks to the latest exceptions made by the Librarian of Congress to the Digital Millennium Copyright Act. Since its enactment in 1998, the impact of the DMCA on fair use of digitized materials has been subject to review every three years … Continue reading LC Unlocks Doors for Creators, Consumers with DMCA Exceptions
I recently answered a call on ASK NYPL, the New York Public Library’s telephonic and electronic reference line, from the New York City Police Department. A 16-year-old girl was threatening to throw herself off the Verrazano-Narrows Bridge that links Brooklyn to Staten Island, and the only identification that she had in her effects was an … Continue reading When Crisis Calls
“Our Authors, Our Advocates” was launched at my Inaugural Banquet during Annual Conference in Washington, D.C., in June. I was deeply honored to have as my special guests four wonderful authors who spoke so eloquently. They were, by turns, funny, passionate, compelling, and thoughtful, and they illustrated how authors can partner with us to advocate … Continue reading In Their Own Words
The much-hyped OCLC Web-scale Management Services (WMS) moved from pilot phase to production last month with the release of acquisitions and circulation components to around 30 early adopters. The University of Tennessee at Chattanooga has posted an ambitious timeline that would make it the first institution to go live with the product on August 30; … Continue reading OCLC’s Web-scale Management Services Released to Early Adopters
When Noelle Rader, a junior at Brigham Young University (BYU) in Provo, Utah, applied for a student job in the library’s music and dance department, she was mostly looking to earn some money to pay rent and tuition. And as a music major and violist, she was also interested in working with the library’s viola … Continue reading Reaching Undergrads: Recruitment via Internship
The next time you find yourself in Canton, Ohio, make a stop at the National First Ladies’ Library, home of the Abigail Fillmore Library Room. This room replicates the first permanent White House library, established by Millard and Abigail Fillmore in 1850. Although the library remained mostly intact for more than 50 years, just a … Continue reading The First First Library
“So what do you do for a living?” she asked, pushing her comb through my dampened hair. It was an innocent question from a hair stylist, who by all outward appearances, seemed to be innocent herself. I know it’s one of the first questions we all ask when we meet people, but I absolutely hate … Continue reading A Bookworm By Any Other Name
If by vocation or avocation you’ve come to cherish children’s literature, you’ve no doubt encountered some skepticism about this particular passion. For too many people, children’s books simply don’t merit serious consideration. As Seth Lerer aptly observes in his award-winning Children’s Literature: A Reader’s History from Aesop to Harry Potter, “For a long time, what … Continue reading It’s Not Monkey Business
Lady Gaga is totally playing us. I mean, “Alejandro,” a song that even ABBA couldn’t get past the semifinals of the Eurovision Song Contest, a video that includes her wearing a machine-gun bra that Madonna would be embarrassed by . . . and it’s a worldwide hit. (For my money, “Bad Romance” is much more … Continue reading Who’s in Charge Here?
