Wednesday, August 12, 2009

Desk as Wall



In my experience, at times the reference desk becomes a barrier between user and librarian. Something happened to confirm that impression this week. I was waiting to ask a question at the information desk and the librarian was talking to a colleague in a very social way a little distance behind the desk. I waited and waited. I became slightly annoyed as it was clear I was waiting and that this conversation was anecdotal and social rather than important business. I felt ignored and a bit silly waiting for a librarian who refused to see me. Eventually the conversation broke up and the librarian slowly returned to the desk area, moving around in a desultory way in the behind the desk area, refusing to make eye contact, rearranging books and papers. After a significant time the librarian sat down and barely looking at me asked me in a disinterested tone what I wanted. What struck me in all of this was how she refused to look at me properly at any stage. There was absolutely no eye contact or acknowledgement of my presence. Her tone of voice was flat and disinterested. Her manner was very much that she would rather be anywhere else. Everything was grim – the desk was cluttered. The whole situation drab. I would have preferred to be somewere else too. I asked my question - which was simple enough and easily answered as it related to the time and location of a library event but I felt I had endured alot to get such a paltry piece of information. It did not seem worth my time in the end. I felt that the desk and the space behind it had been used against me, that it had been abused in a way by a librarian with very little interest in the needs of library users. And I feel the desk model can suffer in this regard, can act as a very effective wall. Again I felt I had walked into a sort of throwback to the bad old days of reference desk service. It demonstrates to me how much libraries are in transition – forward-looking in some respects but still with one foot in the past in certain respects – particularly in relation to service in the physical library space.

9 comments:

Dublin Dave said...

Love the yellow kitchen!

Niamh B said...

Thanks Dave, though if you look closely it's yellow AND ochre.
I don't live there any more - in either of those pictures...

Totalfeckineejit said...

Down with desks!Down with drawers!
Also is that someone's red arse bending over in your yellow and ochre kitchen?

Totalfeckineejit said...

Did you share with a baboon perhaps?

Drama Queen said...

I love the first, stone effect kitchen. How could you have left it.
Librarian is, unfortunately, just behaving like all shop assistants (she'd hate to be called this) did before eastern europeans arrived and took the jubs, complete with smiles and attention to customer. Such a transformation.
At times like that I really would love to be a very rude person and shout and bang the counter - I suppose I mean a very brave person, because it's probably fear that keeps me quiet.

Niamh B said...

TFE - No that's my famous red coat, thrown over the back of a chair - not an arse of any kind.
And thanks for your support!
DQ - Yes the stone effect was very natural, but difficult to keep clean.
Librarian was, and she would hate to be called that. Banging on the counter - hmmm might try that next time, though I think it's not just lack of braveness that stopped you though, probably niceness.

Dublin Dave said...

One of your best posts ever!!!

Niamh B said...

That's very kind of you Dublin Dave.

Matt Bolton said...

Why did you not just do that thing where people cough really loudly so people say "Have you T.B?" and you say "No, I wanted to be served" and then they say "Ok, what about swine flu?" and then you say "NO, I JUST WANT TO BE SERVED" and then say that if you have swine flu then you would have to be quarantined for a few weeks and then you leave without getting your information...