Public Services Skills and the Technical Services Librarian: A Post-MLS Primer, by Catherine Oliver

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I was a cataloger from the word go. Don’t get me wrong. I enjoyed my reference sources and services class, but I felt out of place. Reference and I, I figured, had no chemistry. Cataloging, on the other hand, was fascinating. The poet Joseph Brodsky frequently compares translating a poem to solving a crossword puzzle whose answers wouldn’t be printed the next day; for me, cataloging was like solving a crossword puzzle whose answers would make people’s lives better- and getting paid to solve it (ideally). I was hooked!

All this is to say that, like many librarians, I chose a camp in library school and figured I’d carry its banner through to the end of my career. But library life is never that simple. Most of the cataloging and metadata job ad descriptions I saw, whether academic or public, stipulated that reference and/or instruction responsibilities would be part of the job. And as I began working in the library field, I saw the wisdom of these requirements. Getting to know users and their needs does help catalogers do their jobs better, and there are few surer ways to do that than by working with the public directly.

When I finally got my first professional position, I knew that a certain amount of public service work would be part of the job, and I knew that was a good thing. However, I also remembered how out of place I’d felt in that reference class years ago. What could I, as a tech-services librarian, bring to the table? How could I stop seeing myself as a second-rate reference librarian and utilize my cataloging skills to help patrons in my own way?

Here are some of the thoughts I’ve come up with along the way. I hope they’re of value to other tech-services librarians who are wondering how to become valuable 700 $e contributors to their libraries’ public services:

• We, as tech-services librarians, are skilled natural language to controlled vocabulary translators.

If you catalog for a living, you spend a lot of your time figuring out how to transform your own thoughts about a resource into the preferred terms allowed you by whichever controlled vocabulary you happen to be using. This gives you a significant advantage when you help a patron search in our catalog or in any kind of database. Not only can you translate patron queries into terms the database can understand, you can help patrons develop their own translation skills by encouraging them to think of searches in terms of nouns rather than phrases, to reflect on their needs and select the most specific terms possible, and, if that doesn’t work, to use the database’s cross-reference functionalities to play around with ideas rather than giving up.

• We know our metadata standards.

I don’t want to get into the debate on the merits of MARC and RDA. Regardless, we know what uniform titles are, and how they can be useful. We know- and depending on the OPAC, we may know more than the catalog can display- how the 780 and 785 fields show the soap-operatic lives, loves, offspring, and deaths of serials and what that means for a patron seeking a particular issue of The Atlantic Monthly. We can show you exactly what the relator terms signify. In other words, we can open the record to patrons in a way no interface can.

• The joy of browsing is ours to share with others.

The work of classification and subdivision assignment is done to allow patrons to browse, whether physically in the stacks or virtually by scrolling down a screen. We can use reference and instruction to show patrons how books are arranged on the shelf to allow for serendipitous discovery and demonstrate how perusing a list of subdivisions can be the key to finding just the right resource. We can also guide patrons to collections that might not be obvious, such as government documents or the bibliographies located in Z.

So remember that we, as tech-services librarians, have a lot to offer our patrons. And if all else fails, feel free to borrow my own pre-instruction session homily: “Suddenly, Last Summer was not a documentary; they won’t eat you.”

Catherine Oliver considered becoming a sheep shearer, a lyric soprano, and a sociolinguist before finally finding her niche as a cataloger, a career that combines elements of all three. Don’t ask about her novel unless you really want to know. She lives in Marquette, Michigan and is Cataloging and Metadata Services Librarian and Assistant Professor of Academic Information Services at Northern Michigan University. She tweets @marccold. [Editor's note: you really should follow her there. HIGHlarity always ensues.]

Constant Vigilance, by Galen Charlton

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Constant vigilance! CONSTANT VIGILANCE!

Mad-eye Moody’s catchphrase in Harry Potter and the Goblet of Fire expresses his view of the primary requirement to defend against the Dark Arts: continually paying attention to potential threats.

Moody’s dictate is something I keep in mind as I do my job. Many of us run catalogs and discovery systems and are audacious enough to put them on the web, for anybody to search. Absolutely anybody – including the script kiddies, crackers, and botnet operators could take our servers over for their own ends – or simply vandalize them for the lulz.

That’s a threat that the people behind every public-facing server must either attempt to prevent or ignore, of course. But in libraries we’ve also taken upon ourselves a greater responsibility: to safeguard the privacy of our patrons.

Reader privacy isn’t something to take lightly, unless we choose to take our profession lightly. The freedom to read, one of our core tenets, is curtailed if the reader has to worry about somebody looking over their shoulders or judging them. The freedom to read can sometimes be a life-or-death matter. I’m not just talking about readers in war zones or politically unstable areas: a teenager trying to figure out their place in life, or their very sense of self may find succor in a library; to have what they are reading to find themselves be revealed to the wrong people can be deadly. It’s not always a life-and-death matter, of course, but it’s sufficient to recognize that what a patron is reading is nobody ’s business but their own.

Here are some ways to protect patron privacy that I, a library technologist who also wears the hats of programmer, system administrator, and manager, have learned along the way. (There’s a lot more to each of these ideas, but I wanted to give you an overview.)

There’s no point in giving up. It’s commonly expressed that privacy is either dead, impossible to protect, or unwanted. No! It has become more difficult to protect; modern software and the urge to automate all the things and store all the data makes it easier to gather and collate information about people and their activities. Libraries can resist that, though. And if you think that teens don’t care about privacy, you’re wrong. (For research, click the danah boyd link below.)

Think carefully about what data you collect. For instance, U.S. libraries should never be in the business of collecting Social Security Numbers. If a public library’s policy for establishing proof of residence requires gathering SSNs, it’s time to go to the library board and get that changed.

Protecting confidential data – or losing it - depends on people. There are lots of technical and software measures that can hide, destroy, or encrypt patron information -- but they can be for naught if a clerk isn’t trained to refer every law enforcement request to the appropriate administrators.

There is a lot to learn. Here’s one example: it’s a terrible, no good, very bad thing if a patron calls up the circ desk, tells you that they’ve forgotten their password, and for you to be able to tell them what it is. Don’t know why? Read up on “password hashing.”

There is a lot to teach. Like it or not, one of the roles that many libraries serve is as community tech support. This is also an opportunity: via programs, classes, and one-on-one interactions, you can help patrons learn to better protect themselves online.

You will mess up. Some libraries have had their patron databases breached; many others have had their OPAC servers get pwned. Some libraries have kept too much circulation data and had to hand it over to law enforcement for dubious fishing expeditions – and worst of all, they can be legally bound to say nothing.

This is why I say protecting reader privacy is an ongoing, continuous improvement project. Aim to get better incrementally, learn from your mistakes, and take heart: even Mad Eye Moody’s vigilance failed him, but in time he was freed and able to continue his fight against Voldemort. Don’t take it just from me. Some folks to read on the topic: Alison Macrina of the Library Freedom Project, danah boyd, Barbara Fister, Gary Price, Eric Hellman, and as well as folks outside of the library profession such as Latanya Sweeney. Want to join the discussion? Subscribe to the LITA Patron Privacy Technologies IG’s mailing list. There are also numerous resources available; a good starting point is ALA’s Privacy Toolkit.

And remember... constant vigilance!

Galen Charlton is a developer and manager at Equinox Software, where he spends his time helping libraries to use and improve the open source integrated library systems Koha and Evergreen. He was named an LJ Mover & Shaker in 2013, which he took as an opportunity to sneak Tux the Penguin onto the pages of Library Journal. He can be found on Twitter as @gmcharlt; if you want to send him an encrypted message, check out https://keybase.io/gmcharlt.

Adventures in Turning It Off and Back on Again, by Tegan Mannino

In a library, particularly public, “technology services” can be a bit nebulous to define. First off, what do we consider “technology,” and what role does it have in library services? You may officially have a shiny title such as “Technology Services,” “Systems,” or just be the reference librarian who’s better with technology. There are lots of things that can fall within this scope; I’ve found that if it even involves computers tangentially, I’ll be pulled in. Also, whatever that brand new tech thing is – expect questions about it. You are now the “expert” on it. If you’re new to this, or even if you’re not, I want to share a few things I’ve learned.

Areas of Expertise:

• The Reference Interview
• Teaching
• Research
• eBooks & Digital Content
• Creation of Web Content
• Emerging Technology

This is by no means exclusive or exhaustive, but more a touchstone. These are the everyday inquiries and issues that will likely arise when working in a library, even if you’re not the go-to techie. It is rare to visit a library without public computers, and circulating e-readers are almost common.

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It’s been mentioned on this blog before, but it bears repeating: Don’t worry about knowing the answer to everything. Knowing how to find the correct answer is often just as important as knowing the correct answer. This is a big part of assisting patrons in research and with working on computers. Remember the “Reference Interview” from library school? This becomes the techie’s friend. It is a great tool for taking an original request for help and parsing it to figure out what the actual request is. Learn to explore, look for patterns, and sometimes go ahead and accept that you might mess up.

I had to learn to expect surprises and panicked reports of something gone wrong. You’ll also want to learn how staff and patrons talk about technology so that you can understand what they’re really saying and so you can help them better understand and communicate about technology. Plan for the weird and unusual; patrons will find unique and creative ways around policy restrictions.

Settling In:

• What have you inherited?
• How are patrons using technology?
• How is the library using technology?
• How can needs be better met?
• What resources do you have?

Before going forwards you need to know where you are. There may be an IT department, a distribution of key responsibilities across staff, or there may just be you. Learn the set-up, including administrator accounts, and start from there. Dig up documentation if it exists, build documentation if it doesn’t already exist.

Why are your patrons coming in to use the library's technology offerings? Maybe they just want to play games on Facebook, or take an online class, or maybe graphic design and photo editing. Are those demands being met? Are there areas that patrons regularly need help that could be met by classes? How can you help increase digital literacy in the library and community? This is important for the now and for future planning. Do patrons bemoan the lack of certain digital resources that your library actually has? EBooks, for one come to mind. We all know that libraries have great resources, but we need to make sure that the resources we offer have both demand and awareness.

Both as part of settling in and as part of forward thinking, you should always be thinking about how to better meet community needs. Think small and think big. Learn what your resources are. What could the library offer? Maybe patrons what to edit images but Photoshop is too expensive for your library, so explore open source alternatives like GIMP. How can you upgrade or replace aging and malfunctioning computers within your budget? Would a low-cost option like a Raspberry Pi work for replacing sluggish Public Access Catalog stations? Learn about the historical funding sources for technology in the library (Friends of the Library, Kiwanis, grants?), meet the people involved, and search for new possibilities.

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Going Forward:

• Reach out to community groups
• Keeping in-house technology up-to-date and in working order
• Computer skills classes & workshops
• Monitor emerging trends
• Be a resource
• Plan for the future
• Take things one step at a time

Your focus should be on the library as a resource for the community, whether you actively work with patrons or support from behind the scenes. The technology services that libraries offer are immensely important to many library users across communities of every size. Reaching out to the needs of current users and potential users is part of your role as a Technology Services Librarian. Even if you’re not the final authority in the direction the library takes its technology services, chances are you will be involved in the planning. Stay informed about trends and innovations allows you to better support the library and meet patron demand.

No matter what, remember to take things one step at a time. Some days you will come into work with plans, you are going to get things done, and immediately are greeted with a panicked “_____ isn’t working!” and things cascade from there. Don’t Panic. Take a deep breath and work through it one piece at a time, doing triage as necessary to determine what needs fixing RIGHT NOW verses what can wait, and reassure people that you are on the job.

By your skills set, you are a resource. Your purpose in the library is to support staff and public.

Technology is changing, make sure to think ahead, and work with your library to meet future demands


Tegan Mannino is a librarian and geek from Western MA.  She spends far too much time reading and on the internet.  Her book reviews and (mis)adventures can be found at her blog, Libromancer's Apprentice.

What We Talk About When We Talk About Technical Services, by Erin Leach

"New Friends"

I’m a cataloger. It’s okay, though. I’m not that kind of cataloger.

I know that you know what I mean by that. But just to prove the point, I did an experiment and asked my Twitter pals to tell me the stereotypes about people who work in Technical Services.  I was told that people who work in technical services are social inept/socially awkward, change averse, unfriendly, rigid, detail-oriented to a fault, bad communicators, uncompromising, rule-bound, and territorial.

If you work in public services, I’m sure you know the technical services librarian: that person who sighs heavily when you bring her some donations to catalog or who won’t budge on acquiring books shelf-ready.

This stereotype isn’t helped by relegating technical services departments to basements or off-site buildings. When we do this, we tell technical services staff a story about themselves: you don’t like people and people don’t like you. You aren’t good with people. You should stay out of sight and away from the people who visit service points in the library.

PLEASE, FOR THE LOVE OF RANGANATHAN, STAY AWAY FROM THE PEOPLE!

I think that there’s a more insidious message inherent in this, too:  you don’t have anything to offer the people who visit service points. You matter, but not as much as the people we put front-and-center. Is it any wonder, then, that the technical services librarian is territorial? She was told that she could “listen to the radio at a reasonable volume from nine to eleven.” (Yes, I am saying that tech services is the Milton of the library world.)

This isn’t an anti-public services screed.  Some of my best friends are public services librarians.

In the interest of fairness, I wanted to see if there is a public services librarian stereotype, too.  So I did another experiment and asked my Twitter pals to tell me the stereotypes about people who work in public services. I was told that people who work in public services are flighty, aggressively friendly, loud, know-it-alls who hate math and pay no attention to detail. If you work in technical services, you know the public services librarian: that person who doesn’t know how the catalog works and doesn’t care to or who just drops a bunch of rush orders on you and assumes you’ll drop everything to get them done.

These stereotypes? They don’t move us any closer to creating better libraries for our users. Do you want to work with the person who thinks you’re flighty? Or the person who thinks you’re socially inept?

To steal a line from my beloved The Hold Steady, I believe in a Unified Library Scene.  I believe that public and technical services librarians should work together to build a better library, each complimenting the work of the other. I believe that technical services and public services skills should be treated with equal importance in LIS programs. I believe we should encourage (maybe even require?) LIS students to take practicums in both public and technical services. And I believe we should recruit new LIS grads to technical services, bringing new life and new ideas when they do.

In the interest of moving toward this Unified Library Science, I have made it a habit of getting involved in activities that are seen as traditionally public services. I worked with my university’s freshman writing program, doing one-off instruction sessions and one-on-one meetings with students. I taught classes to students and faculty about using Twitter. I facilitated focus groups and usability studies with library users.

 

All of these experiences made me a better cataloger. I learned how users search for information and what they do with that information after they’ve found it. I also gained insight into the challenges that my colleagues in public services face as they try to gain support and generate enthusiasm in the higher education landscape. But as much as I have learned from my public services colleagues, I have a lot to teach them as well. I understand the quirky things the catalog does and can teach you how to build search queries that yield better results. I can make material more accessible by working with you to create better bibliographic records. And, in the case of serials, I can help untangle the knots of holdings and title changes for you.

I can’t create the Unified Library Scene on my own. I need public services colleagues who value my work and who will get involved in activities that are seen as traditional technical services activities.

Again, to steal a line from The Hold Steady: We can all be something bigger.

Erin Leach just started as Head of Serials Cataloging at University of Georgia and is still trying to figure everything out. She is Chair-Elect of the Continuing Resources Section of ALCTS. She tweets about music, running, beer, and libraries at @erinaleach.  Despite her seemingly cynical exterior, Erin embraces Jessica's theory on brutal optimism and loves librarianship for better and worse.