Secret shopper assignment

Can you help me find a good romance novel? Please?

The library had a welcoming environment when walking through the main entrance with a busy circulation desk and a well-used café area where patrons are on laptops, drinking and reading. The circulation desk had two employees staffing it and patrons waiting in line. I decided to bypass that area as it did not appear that would be the place to receive an in-depth readers’ advisory interview. I walked through the security doors that opens into the main area of the library and look around conducting a physical search for the fiction area. I saw the signage for fiction across the way on the bottom level. Walking across the library I noticed that it is magnificent in size and a beautiful building. There were a large number of patrons on the public computers and the amount of people in the library on a Saturday afternoon was impressive. The fiction books were grouped together and separated by hardback and paperback and I later discovered the new books were displayed separately at the front entrance. There were some genre labels placed on the spines of some of the particularly designated titles.

There were many shelves of fiction books but there was not a desk staffed with an employee to assist me. I had passed by the information desk when seeking the fiction section but was unsure at that time whether that was the best place to ask for readers’ advisory or if there would be a staff member in the adult area itself. I didn't see any employees but did ask a page who might be able to help me find a good book to read. He directed me to the information desk.

There were three employees staffed behind the desk in the middle of the busy library and they were all looking at their computers with eyes directed down. I stood in front of the middle of the staff to see who responded to me first. It took a few seconds and the employee to the right asked, “Can I help you?” in a neutral manner. “I am looking for a good romance novel to read”, I replied. The employee smiled and asked his co-worker if she wanted to take this one. I didn't feel that he wasn't interested in helping; but he thought she might be a better fit. At this point she seemed to be half-engaged and probably finishing up the task she was already working on. “Sure” she responded with a smile. “What kind of book are you looking for?” I told her that I was looking for a good romance novel to read. She then focused on me and began with a few questions. She asked me what novels I generally liked to read. I gave her a few titles. She asked me if I had a favorite author and I told her that I really didn't. I felt at this point compelled to give her some more information in hopes of locating a good recommendation. I told her that I like contemporary novels and really want something fast-paced. I’m not even sure if she heard me as there was no response. She asked me if I could use a downloadable book and I said yes. She said that since I was unsure of what I was looking for that it might be easier to browse. She also referred me to the catalog and suggested the search term of “romance novel”, as there were many different types of romance books. She also suggested that I could try a Harlequin romance as they are all shelved together and easy to browse. I did not see any reference from the staff to any readers’ advisory resources (however, I did not see the screen) nor any literature that was available for patron consumption. I also did not see where there was a subscription to NoveList or a different advisory service.

The librarian who assisted me made a few errors according to the article, “Readers’ Advisory 101” by Mary Chelton. The staff appeared to be OPAC dependent and according to Chelton, “The librarian uses the OPAC as a crutch to keep the hands busy and the eyes away from the user when the brain stops. This is just plain bad service.” I felt like the employee had searched the catalog or maybe an online site and there were so many different options that she didn't know where to begin or what questions to ask. Also, no follow though was offered, “Often, however, librarians act as if their job is not to provide information but to reduce the queue by sending patrons off to help themselves. At minimum, the librarian should tell the user to come back if he or she does not find anything, but this is almost never done.” (Chelton, 2003) My transaction ended with the staff being friendly telling me to have a great day and pointed to the fiction section and the catalog. I was not invited to follow up with her for help nor escorted to the stacks or the computer for assistance.

The librarian did not offer one solid suggestion of a title or author. She was nice enough and I didn't feel judged but did feel like I was bothering her. I felt that she was busy with a task or something else that she would rather be dealing with. I wonder why the first guy didn't try to help in finding something to read as his co-worker was certainly no expert. I am glad that I will be able to locate my own book to read, but another patron might have become frustrated and left without finding anything.

References

Chelton, M. K. (2003). Readers' Advisory 101. Library Journal, 128(18), 38-39.