Call to Action: It's Not About You!

On Friday, I was chatting with my FL colleague and IRL friend, Lila [click here to learn more about her from her previous appearances on the blog] about libraries rushing to serve leisure readers virtually right now and how some important basics of RA Service are not being communicated to new practitioners of the service.

As we have both noticed, many of the staff across the country, who are being asked to provide RA Service for the first time, have not only had zero training on the principles behind RA, but they also are missing one of the main tenants-- that RA is about what the patron is looking for NOT what you think they SHOULD read.

Readers' Advisory is not about you, ever. The way I teach RA Service is to reconnect library workers with themselves as readers. To get them to take the time to look at themselves and their own preferences, analyze why they like the things they like, and then learn how to articulate that to others.

As we all get better at understanding WHY we like certain stories and why we dislike others, we can become better at helping others.

Because RA service is about thinking like a reader. When you understand your own leisure reading motivations, you can begin to ask the right questions of your patrons to help them uncover theirs. We use ourselves as a reader to understand the process. Where our patrons need your help is in the interruption of their preferences into actual title suggestions.

Never should you be telling them what they should read. RA is a no judgement zone. RA Service is about helping connect readers with the right book for them at that moment. We have access to the resources to help them once they can articulate why they like what they like. And it helps is to help them better if we already understand what it means to find that perfect read for ourselves.

Here is great example from my own life. My least favorite genre to read is Romance. However Romance readers are my favorite patrons to help. Why? Because they are so good, as a group, at articulating why they love the books they do. They understand the genre tropes and can assess the types that work for them personally, while also acknowledging others that do not.

I would never try to force a romance fan to read a book that they wouldn't enjoy. What good would that serve me or them. My job is not to get them to read something "better," rather it is to find them the "best" book to fit their particular preference and desires at that moment. Helping them find the right read for their current needs is 100% my job-- and yours if you are providing RA Service, in person or virtually.

So today's Call to Action is a reminder of the basic rules of RA Service. I direct those of you being thrown in to RA for the first time to go look at my 10 Rules of RA Service page and to check out the other posts in this Call to Action series. You can learn quite a bit about the basics with those links.

And if you are a library or a system with staff who are struggling to provide RA for the first time, contact me. I have basic RA Service webinars or even interactive smaller group classes I can do virtually, immediately.

In the meantime, just remember that it is not about you! It is about the reader in front of you. Remind yourself of this by thinking about your own reading preferences. You wouldn't want someone forcing you to read a book you had no interest in. Leisure reading is for fun. RA is all about leisure reading. There is no forcing here. Only the joy of a great read!

For past Call to Action posts, click here.

For Becky's Ten Rules of Basic RA Service, click here.

RA for All Roadshow Visits SCLS [WI] for 2 Days of Training: Day Two- RA Rethink

Today, I am still in the Madison Area. We have an entire day of Intermediate RA Service training planned under the following heading:

RA RETHINK: Join Becky and your area Readers Advisory colleagues for a day of interactive training.  We will rediscoverour love for this core service by assessing our own favorite reads, brush up on our booktalking skills, and end by rethinking what it all means for our patrons right now. Come ready to participate and share. 

We are also going to focus our training on working together as a region, not just staying in our little boxes within our town limits. It is my favorite component to add to any training I give, a chance to let people share their successes and failures AND encourage everyone to keep working together after I leave.

We have a busy day, so let’s get started. Below are all of the details with links for the participants and so anyone can follow along wherever they may be.

Location: Sun Prairie Public Library

9:15-11 am: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons.

Program follows Becky’s 10 Rules of Basic RA Service

10 Minute Break

11:10 am-12:10 pm: Booktalking: Harnessing the Power of Sharing Books with Patrons: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.

Slides with a BRAND NEW booktalk

12:10 -1:30pm-- Working Lunch. Get your lunch and sit at a table with people you don’t know. Spend an hour eating and networking. Then at 12:40, practice booktalking the title you used in the exercise earlier in the morning or another favorite book, to your colleagues. Becky will provide even more examples during lunch.

10 Minute Break

1:40-3pm: RA Rethink: You can live without a 3D printer, but without readers’ advisory, you’re not doing your job. Readers’ advisory belongs in every library, no matter your budget or size. A robust and modern program that embraces whole collection discovery is one that inspires staff, engages patrons, and builds stronger library communities. Reconnect with this core service and empower staff at all levels to connect users with your collection. RA expert Becky Spratford will offer “rethinks” that will harken back to the basics of this core service and incorporate 21st Century possibilities.

SLIDES [Note: every picture in the presentation links to more information]

15 Minute Break

3:15 to 4:30: Group Discussion of RA Services: Becky will facilitate a discussion between all of you about how service to leisure readers is going at your library. Please bring successes and failures, comments and questions. I want to help you help each other. Let’s all work together to improve service to all of your area’s readers.

RA for All Roadshow Visits Lincoln [NE] City Libraries

Today I am in Nebraska for the inservice day of Lincoln City Libraries. The entire library staff-- approximately 120 people-- are gathering together for a full day of learning, team work, and reconnecting with themselves as readers.

Below is the full schedule for today, and it is one of my most interactive days. Included is my brand new EDI program and a complete overhaul of what used to be my merchandising talk and is now revamped and retitled-- Painless Promotion. I have the brand new, not even published in LJ yet, book talk and we are going to have 30 minutes exclusively for the group to practice book talking.

Props to Lincoln for allowing all staff, not just front line people, to participate in a full day of RA focused training. They clearly understand that books are their brand and anyone can provide RA Service. I am proud to be here to help them improve, especially because I know they have the correct focus already.

Let's do this, together.

9-10:50 am: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons.

• Follow's Becky 10 Rules of RA Service

10 Min Break

11am- 12 pm: Booktalking Your Way to the Friendliest Library in Town: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.

• Slide access here

LUNCH 12-1:30

1:30-2pm: Facilitated Booktalking Practice

2-3pm: #OwnVoices for All Readers: Incorporating EDI Values into Readers’ Advisory Service: Providing robust readers’ advisory service that values equity, diversity and inclusion principles is essential to all library service. Join Readers’ Advisory specialist Becky Spratford as she provides the information you need to diversify your suggestions, identify resources, and include more staff input in order to confidently promote and place more #OwnVoices titles into adult patrons’ hands. You’ll come away with an understanding for how easy it to incorporate EDI values into your normal RA practices. All you need is a little nudge in the right direction.

• Slide access here

15 Min Break

3:15-4:15pm: Painless Promotion: Encouraging All Staff To Hype The Whole Library: Grow beyond the traditional marketing model and embrace a whole library philosophy where promotion is everyone's job. Informing the public of programs, services, and materials that will interest or help them solve a problem is at the core of what we already provide. But why do most library staff think marketing isn’t part of their job? Becky Spratford isn’t a traditional marketer, but she will share her proven and practical tips to engage staff, inform the community, increase return on investment, and create a more positive experience for all.

• Slide access here

4:15-4:30pm: Ask Becky Anything: Now is your chance to ask RA expert Becky Spratford anything about how to work with leisure readers. What are your fears, frustrations, and obstacles.

RA for All Roadshow Visits Skokie Public Library-- Recommending Reading With Confidence: A Primer for All Library Staff

Today I will be providing in-service training for the public desk and bookmobile staff of the Skokie Public Library. I am excited for this opportunity for a couple of reasons-- two of which are helpful to every single person out there reading this too.

The first is purely selfish. I gave many friends at Skokie, including my former fearless leader and partner in crime at the Berwyn Public Library, Kathy.

The second is worth talking about in detail. Skokie wants to make RA training a priority for all public desk staff at their library, but they did not want to close the library to patrons for the entire day. So, they came up with a solution and asked me to help them make it a reality.

I am providing 2 sessions of a 3.5 hour training to their staff today. It is the same training but with 2 different audiences.  All total, over 40 staff members will come through the training today, without the library having to close it's doors to patrons for one minute. I have to say, this plan impressed me.

I love this idea so much that I want to mention the brilliance of it to all of you. Many libraries now ask me to come and offer half-day in-service trainings on Friday mornings for their entire staff. This allows them to close only for their slowest morning and reopen at 1. But while this is less inconvenient to patrons, it still involves closing your doors-- something every public library tries very hard not to do.

Instead, Skokie has organized their entire staff to make BOTH patron service AND staff training a priority. Any interested staff were encouraged to sign up for my training. They were placed in a session based on scheduling issues, while behind the scenes staff are helping by covering any desks that need help because of staff attending the training.

I would like to suggest you consider this option for your library, whether it is me or someone else you bring in to train your staff, this is a great way to work extra continuing education into your schedules. It also allows for this niche training to happen more easily.

As I start to schedule my 2016 appearances in earnest [by the way, spots are filling up fast], think about this option for your staff.

Now here are the details about today's training for the Skokie Staff and for those of you who like to play along at home. Details for all recently past and many upcoming programs can be found archived here: 

• Skokie Public Library Staff Training-- Recommending Reading With Confidence: A Primer for All Library Staff-- December 8, 2015
• Two Half Day RA Training Sessions Options: 9-12:30 or 1:30-5 [same program 2x]
• Part 1: RA for All: From Pages to Directors, this program is aimed at any staff member in the library who interacts with patrons. Being able to provide good RA service from any desk in the library will help staff communicate effectively and ensure satisfied patrons. Using her “Ten Rules of Basic RA Service" as a guide," Becky Spratford will show you how to help any patron find their next great read. It's not as hard as you think.
• Handout: Becky’s 10 Rules of Basic RA Service
• Part 2: Booktalking: Harnessing the Power of Sharing Books with Patrons: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.
• Handout: Slides
• Part 3: Creating Your Own Reader Profile and Wrap Up: Becky will end the training helping you take what you have learned to craft your own personal reader profile and start you on your first RA journey-- suggesting a good book to a fellow staff member.
• Also mentioned [for your reference]: Demystifying Genre webinar recording for RAILS

And finally, for those who have had me out for training before-- yes I know I say we suggest, not recommend in the RA world, but I liked the alliteration in the title. Don't worry, I will address the discrepancy in the title and Rule 2 in my 10 Rules of Basic RA Service very early in the talk.

RA for All Roadshow Visits Antioch [IL] Public Library District

Today I am traveling 60 miles north of Chicago to participate in Antioch Public Library District's in-service day.

I will be providing the keynote for all staff in the morning:

9-10:30 am: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons.

• Follows Becky's 10 Rules of Basic RA Service

Then the staff will have time to have their department meetings until lunch. I will be visiting those meetings and providing specific guidance as needed or requested. Side note- I love the idea of staff meetings so early in the day. Usually they are tacked on at the end. As a former manager, I would have loved to have the staff meeting earlier, when energy was still high. 

Then after lunch there will be break out sessions. I am doing a long session where basically, the staff can ask me anything. Here is the gist but then I have more details below, because today's AMA is going to be different:

2-4:30 pm: Ask Becky Anything: Now is your chance to ask RA expert Becky Spratford anything about how to work with leisure readers. What are your fears, frustrations, and obstacles. Here are some examples of questions that have come up in this session previously: 

• What is Your Biggest Genre Fear?
• What’s Your Favorite Resource for Your Least Favorite Genre
• How many books do you present a patron with?
• What Are Your Best Time Saving RA Tips?
• Good Sources For Readalikes For Very New Books
• What Is The Genre You Wish Was Read More At Your Library? What Are You Doing To Try To Fix This?
• What Is The Best Way To Train Staff Who Know RA Basics But Lack Confidence? Another question we didn’t get to but was similar and answered here-- When You Become The “Expert” How Do You Empower Others To Try Too?
• What Do You Do When The Patron Has No Clue What They Want To Read Even After 10 Leading Questions? And How To Handle The “I Like Everything” Patron? Or The Patron Who Wants a “Good Story” But Refuses To Elaborate?
• How Do You Deal With Impatience and Disappointment When Books Are Not Immediately Available?

Basically, the library administration wants staff to drive the specific training I will provide for those who do the most RA Service at the library. I will do begin with more basic questions and answers, but I also agreed to provide shorter versions of some of my most popular programs at a moment's notice.

To be honest, this was my idea. I realize that not all presenters are willing to give impromptu, unprepared programs, but I thrive on it. Being able to custom fit my training to the staff in front of me at the moment is my ultimate goal for everything I do. Yes, it requires me to be flexible and think on my feet, but they are paying me for my expertise, so I need to be able to demonstrate it on command. I love this idea and am happy to be flexible because this 2.5 hr slot can be filled by what the staff actually want and need to know.

Kudos to the administration at this library for empowering their staff to take control of their own training. I can't wait to see how this goes. We will be able to go into depth in the issues and areas where they specifically have needs.

In general I have found that being available for a full Q & A session when I am already somewhere for an entire day is a valuable experience for the staff and, honestly for me as I can learn more details about what is happening on the floor. I am able to work through problems they are having with them but also, encourage them to help each other. If I can get staff working together while I am there, they will be more willing to continue that practice after I leave. And working together is one of my 10 Rules that they will hear in the morning session.

I can't wait to see how everything goes today. Let's do this Antioch.

If you want me to come to your inservice day or library training meeting, contact me. All inquiries before 12/27/18 will be guaranteed 2018 pricing.

Flashback Friday: Top Ten Customer Service List

Today's Flashback Friday came to me as a result of the interesting week I had.  Let me explain.

As I mentioned on Monday and Tuesday, I spent the beginning of the week in King of Prussia, PA giving 2 talks.  The second talk was my breakout session featuring my 10 Rules of Basic RA Service. 

The last 3 rules are really all about patron service.  I love talking about customer service.

Then, I spent most of Thursday in a very productive meeting for the Illinois Library Association  2014 Conference Planning Committee which made me think of my favorite list of customer service tips which appeared in the ILA Reporter back in 2008. I still have the hard copy version cut out and posted where I can always see it.

I did a bit of combing through the blog archives and found this post from 2010 when I reproduced the 10 tips and blogged about it a bit.  I really feel like is just as pertinent today as it was 3.5 years ago.  

Enjoy.

***************************************************************

WEDNESDAY, FEBRUARY 10, 2010

RA and Customer Service

Readers' Advisory is dependent upon building good relationships with your patrons; therefore, you cannot succeed without GREAT customer service.

Good RA librarians go out of their way to be helpful, and respectful.  The biggest hurdle is that librarians are not known for their customer service. 10 years in, I still have patrons walking up to our desk and telling us how surprised they are that we can talk at the desk and are even encouraging conversation rather than shushing them.

So point number one: its 2010, don't shush people in the library. Send the people who want quiet to a quiet area; everywhere else is public space.

My goal in spreading the RA gospel to my co-workers, students, and other library professionals who I travel around to train, is to create an army of little Beckys...librarians who are friendly, go out of their way to help each and every patron, and never shush people who want to talk to us.

Think it can't happen at your library? Wrong. Anyone can influence an entire library. Take the BPL for example.  When Tammy Clausen and I came in to start RA in 2000, customer service was not the library's strongest point. Tammy and I set out to lead by example. We went above and beyond for each and every patron. Yes, we stepped on a few toes of our co-workers, but in the end, we were able to change the entire customer service culture at the BPL. Customer service is now a top priority; new hires have helped to influence this, and the biggest triumph of all, Tammy is now our Director!

"How do I begin at my library?" you may ask. Tonight I will begin answering this question with my class of library students, and although I cannot recreate the 1 hour lecture they will get here, I can leave you at our starting point.  On page 7 of the February 2008 Illinois Library Association Reporter, they had the following Top Ten List to get any library started on improving their customer service:

10. Believe wholeheartedly that each customer service encounter makes or breaks that

person’s perception of the library (this applies to customers and staff) 

9.  Pay attention to your own customer service

experiences outside and inside the library — consciously observe these interactions

8. Learn from the worst of those experiences — adjust accordingly

7. Emulate the best of those experiences

6. Keep your mind open

5. Keep your heart open

4. Smile warmly

3. Expect the best of each person

2. Expect and commit to your personal best

1. Start fresh each day, knowing that the daily work that you do has the power to make a positive difference in the life of anotherperson — and isn’t that why you enjoy working in a library?

The only library mantra this list is missing is one I have made up. Remember, the books  on your shelves are not "yours," they are the patrons' books.  Too many librarians get proprietary about loaning rules. Guess what? Not our books. The patrons are paying for the books with their taxes. If they have a card, give them the book. Even if they don't have their card on them, but have one on file and can prove who they are, good enough for me. Even if they do this all of the time, again, fine with me. Get over it. We librarians are shepards not gatekeepers. Put the books in the people's hands. End of story.

Post this list at your desk. We had it there for about a year. Make these your top customer service goals. Set a standard that your department will provide the best customer service in the library (that's what we did). Then, as your library as a whole improves, set the goal that you will provide the best customer service of any library in your area.

Good customer service makes for happier patrons and as a result, happier employees. Besides, how hard is it to treat everyone the way we would most want to be treated.

RA for All Roadshow Visits Raleigh Durham [NC] Area Libraries

As I mentioned here yesterday, I am in Durham, NC spending time working on some projects with NoveList. As part of my visit, they invited area libraries to a full day RA training session featuring me. I am excited to meet some new people and reconnect with a few I haven't seen in awhile.

Here is today's schedule with links for all.

9-10:50: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons, especially the hardest to reach ones.

• Follows my 10 Rules of Basic RA Service

10 Minute Break

11am-12 pm: Booktalking Your Way to the Friendliest Library in Town: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.

• Slide access here

LUNCH 12-1- Working Lunch: Becky will facilitate booktalking practice and will perform a prepared book talk for the group during this time.

15 minute break

1:15-2:15: #OwnVoices for All Readers: Incorporating EDI Values into Readers’ Advisory Service: Providing robust readers’ advisory service that values equity, diversity and inclusion principles is essential to all library service. Join Readers’ Advisory specialist Becky Spratford as she provides the information you need to diversify your suggestions, identify resources, and include more staff input in order to confidently promote and place more #OwnVoices titles into adult patrons’ hands. You’ll come away with an understanding for how easy it to incorporate EDI values into your normal RA practices. All you need is a little nudge in the right direction.

• Slide access here

RA for All Roadshow: Peoria Area RA Training and Networking

Thanks to a collaboration between Alissa Williams, the Director of Morton Public Library and a grant from RAILS, I am spending all morning at Pekin Public Library. Alissa and I worked to put together a program that will freshen up skills for the area library workers who are most responsible for RA Service. This is going to be a highly interactive training where I not only work with the people in front of me, but also, I am giving them skills and tips to bring back to train their staff.

After I leave at lunchtime, this group is going to keep working-- brainstorming ideas and collaboration opportunities so that they can keep helping each other to serve their leisure readers better. I can’t wait to see what they are able to come up with in the coming months. Oh, but I am getting ahead of myself. Here is the plan for today with links:

August 18, 2016 from 9am-Noon at the Pekin Public Library:

9-10:50 am: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons. Program follows Becky’s 10 Rules of Basic RA Service

10 Minute Break

11-11:40am: Booktalking: Harnessing the Power of Sharing Books with Patrons: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons. SLIDES

11:40-Noon: Wrap Up: Creating Your Own Reader Profile and Brainstorming Session: Becky will help you take what you have learned to craft your own personal reader profile and start you on your first RA journey-- suggesting a good book to a fellow staff member. Becky will also get you started talking to each other about how you can all work together to share the load. Link to form and description of exercise.

RA for All Training with Bucks County Free Library

Today is the Columbus Day Holiday here in the US and many libraries are closed.  Some, like the Bucks County Free Libraries, are holding staff training all day.  And they invited me.

I am happy to be a part of their day as I will be appearing (on a 100 inch screen!) to present my very popular RA for All training:

From shelvers to directors, this program is aimed at any staff member in the library who interacts with patrons.  Being able to provide good RA service from any desk in the library will help staff communicate effectively and ensure satisfied patrons.  Using her "Ten Rules of Basic RA Service" as a guide, Becky will show you how to help any patron find their next good read.

I love this program because it is 2 hours of hands-on RA training and the set up we have will be fantastic.  Everyone can see me and I can see them. Until recently, I thought this was a program I could only do in person, but now, I am excited that I will be able to offer it virtually to more people.

Whether you are a part of today's training or not, this post is a reminder that my 10 Rules of Basic RA Service, which serve as the guide for this RA for All training program, are always available here for you to use for yourself and your staff. I have also ended this post with the rules themselves [but for the entire handout, go here].

Back tomorrow with 3 days in a row of horror novel reviews...

Becky's Ten Rules of Basic RA Service

1.   Betty Rosenberg: “Never apologize for your reading tastes.”
      A non-judgmental list of what you “should read"
2.   Suggest don’t Recommend.
3.   Everyone reads a different version of the same book.
4.   Write down adjectives about what you read; plot you can find.
5.   Read widely (at least speed read widely).
6.   Read about books (RSS feeds).
7.   Share what you read- with staff and patrons.
8.   Never let a patron leave unsatisfied.
9.   Get out from behind the desk.
10.Bridge the physical-virtual divide.

RA for All Roadshow Goes to Coal City

As summer reading programs begin to end, my schedule of live events starts to ramp back up. To see where I have been recently and where I am going soon, click here.

Today, I will be at Coal City [IL] High School speaking to a group of 150+ library workers from all over that area. This is a multi-type, regional library training. I am excited not only to work with some of my area colleagues, but I also am excited for these library workers to all get to meet and mingle with each other.

I want to thank Coal City [IL]Public Library District Director, Jolene Franciskovich for inviting me, but I also want to applaud her for getting so many people together. The learning will be enhanced because we will have so many different people together, plus they can use this meeting as a spring board toward even more collaboration. And collaboration between libraries, especially when multiple public and school ones work together, is always a boon to patron service. More hands= less work for each person, and a higher output of service. A nice side effect is that it also keeps staff engaged and happy. So bravo Jolene. I hope others use this post as an example to try to get their own regional training scheduled [whether or not you hire me to lead it]

Now for the specifics and links for today’s presentation.

9-10:30 am: RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons.

• Presentation follows Becky’s 10 Rules of Basic RA Service

10 Minute Break

10:40-11:40am: Booktalking: Harnessing the Power of Sharing Books with Patrons: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.

• Slides with active links
• This presentation has been updated and includes a brand new book talk

5 Minute Break

11:45-12:50: RA Rethink: The Displays Edition: Becky Spratford brings the display portion of her popular “RA Rethink” series to you. In this presentation Becky will show you how to “rethink” your displays to make them more engaging for patrons without increasing your workload; in fact, she will help you to create better displays in half the time. While Becky will provide many examples and suggestions, this training will be highly interactive. Participation is expected with the goal of you leaving the session with a few display ideas all set and ready to be put out immediately. This talk will also include-- Creating Your Own Reader Profile and Brainstorming Session: Becky will help you take what you have learned to craft your own personal reader profile and start you on your first RA journey-- suggesting a good book to a fellow staff member. Becky will also get you started talking to each other about how you can all work together to share the load.

• Slides with active links
• Reader profile form

12:50-1: Questions and Wrap Up

RA for All Roadshow Visits Tampa Bay Library Consortium-- Day 1: General RA Training

Today I will be spending the day with a group of library workers who have come together from various libraries throughout TBLC for a day of general RA training at the Oldsmar [FL] Public Library.

Feel free to follow along whether or not you are attending.

Here is the full schedule with slide access.

9:30 a.m. – 11 a.m.-- RA for All: Readers Advisory belongs in every library, no matter its budget. The implementation of this vital service is the responsibility of every staff member-- from pages to directors, from those behind the scenes to the ones on the front lines. This program will remove the mystery behind providing great RA service. Using her “Ten Rules of Basic RA Service” as a guide, Becky Spratford will use your own love of your favorite books to show you how to help any patron find their next great read. It's not as hard as you think. But more importantly, you will learn why a staff that can harness the power of sharing a great read will become a stronger team and improve service to all patrons. This Session will also include-- Creating Your Own Reader Profile: Becky will help you take what you have learned to craft your own personal reader profile and start you on your first RA journey-- suggesting a good book to a fellow staff member.

• Presentation follows Becky's 10 Rules of Basic RA Service
• Reader Profile Form

11 a.m. – 11:15 a.m.-- BREAK

11:15 a.m. -- 12:15 p.m.-- Booktalking: Harnessing the Power of Sharing Books with Patrons: Booktalking is at the heart of what we do with patrons each and every day at the public library. Whether we are sharing books informally at the services desk, presenting a prepared list of books, or posting information online, talking about books is something we do each and every day. It is a core service, but it is also hard to teach. Booktalking is more of an art than a skill, but with the right guidance and some practice, it can go a long way toward engaging your patrons and re-energizing your staff. Join experienced Readers’ Advisory Becky Spratford as she shares the secret behind delivering great book talks, giving you tips and tricks you can begin using right away to hone your own skills. Rediscover the power and joy that comes from sharing books with patrons.

• Slides

12:15 p.m. --1:30 p.m. -- Lunch

1:30 p.m. -- 2:30 p.m. -- RA Rethink: The Displays Edition:

Becky Spratford brings the display portion of her popular new “RA Rethink” series to you. In this presentation Becky will show you how to “rethink” your displays to make them more engaging for patrons without increasing your workload; in fact, she will help you to create better displays in half the time. While Becky will provide many examples and suggestions, this training will be highly interactive. Participation is expected with the goal of you leaving the session with a few display ideas all set and ready to be put out immediately.

• Slides

2:30 p.m. -- 2:45 p.m.-- BREAK

2:45 p.m. -- 3:30-- Networking, Troubleshooting, and Success Sharing

To end the day Becky will lead a discussion of local RA issues, concerns, and questions. She will answer your library specific questions and encourage the group to work together to look for solutions, both today, and going forward into into the future. Remember, you can do much more working together than you can possible do alone, so let’s start combining forces today to tackle more, together, tomorrow.

Prioritize Sharing Your Collection Over Everything Else

I talk about this a lot in my training programs, but I realize I write about it less. Today I will fix that.

Everything we do in our work with readers at the public library can be boiled down to one easy to follow mission statement: 

Prioritize Sharing Your Collection

It is a deceptively simple statement, but in reality it is complex and can be taken in so many different directions by different people across your entire staff.

Everything I do here on the blog, everything I include in my training programs with library staff all over the world, and even my new book aimed at reaching readers directly-- all of it revolves around the idea of finding as many different ways as possible to share the joy of a good read. In fact, if something does not serve this mission, I probably won't share it.

It is why I share awards linguists and not winner for example. It is why I encourage you to promote the back list so heavily.

If you use my tags for Booktalking, Interactive RA, and Conversation Starters, you can find more examples.

I do this to encourage you to think about everything you do in your work with readers whether it is in the building or online, all of it, and ask you to ask yourself-- how is this helping me put sharing the collections we have at the forefront?

For too long we have been focused on our service as a transactional one, based off of a traditional reference model. Person comes to desk, asks for a book rec, and we give them one. 

And while it make sense that RA began as the counterpoint to reference, as a version of leisure reading reference, it definitely should not have stayed that way. In fact, tallying transactions (as we do with reference questions) not only does not work for RA Service, it is also quite frankly, holding us back from reaching as many readers as possible and showcasing what the library can do that NO OTHER resource or location can do.

I see this manifested in the most common question I receive in my training sessions-- how do I do more RA when no one is asking me reading based questions?

My answer is always stop waiting for them to come to you and start modeling the behavior you want to see. You want them to engage in your service to their leisure reading needs, start sharing good reads before they ask, spontaneously, without being asked first-- out loud, online, with props, etc.... there are so many ways. I chronicle them in my popular Booktalk Your Way to the Friendliest Library in Town presentation and feature these ideas in my 10 Rules for Basic RA Service. 

[Click through to both for many examples and longer posts by me explaining how to do those things]

Cultivating conversations with readers in as many ways as possible is the way to serve the mission of prioritizing sharing your collection, This should be a goal under that mission.

Everything you do, every day, ask yourself, is this going to help me share the collection we have diligently built? If the answer is no, don't do it. We have limited time and resources. We cannot do everything.

This does come with a big caveat, though, and it is key to the mission of "prioritizing" sharing as much of your collection, with as many people, as possible. You need to understand that you cannot do this work alone. This is the foundation of the "all" in RA for All.

Reading is a cornerstone of why the library exists. Our books, take up the most space in our buildings, and our collection of those books is among the largest financial investment our community has made in our institutions. (The building is usually a larger investment-- but both are owned by your community and they have paid a lot of them to exist).

We need to cash in on this investment and get the books into the hands of readers. I like to joke that your job isn't done until every book is checked out at the same time. And I am only slightly going there. If that is your goal-- you are truly living by the mission to prioritize sharing your collection. 

Yes, it is not an attainable goal, but the pursuit of it will improve your RA Service greatly. Why? Because if your goal is ti get every item in your collection in the hands of readers, all at once, you understand everything I am trying to teach you about RA service (This concept will be a post soon as well)

There are so many ways to share your collections and to share the love of a good read-- but if only you or your staff are doing it, you will miss out on other titles, age levels, and even items to share.

Our staff members, every single one of them who want to help us, all bring something unique to the table. They all like different types of books, they come from different backgrounds, and they have different ways they like to share what they are reading. And since every single one of them works at your library, they are also part of your overall community of readers. Their voice not only matters, but it adds depth to your service.

Maybe you like interacting with reader one on one, but your shelver likes recording themself sharing their favorite reads, and your tech services clerk loves building lists to share on Libby. You see where this is going. Compound interest of taking everyone's strengths and reading preferences and putting them all into one pot. A pot that privatizes sharing our collections to as many readers in as many ways as possible.

[Again there is a lot more about this in the Booktalking slides]

Which leads me to part 2 of the mission of "Prioritizing Sharing Your Collection," and this is crucial to your success-- enlisting more staff means sharing more of the collection. 

This is why Rule 8 of my 10 Rules of RA service is: "Working together is your best resource." And it is also why in the last year I added  Champaign [IL] Public Library’s Stellar Example.

I know there is a lot of high level information today. But that is my goal over the next few weeks, to have these higher level conversations here. Not everyday, but I do want to share more of the concepts I bring to my training programs with all of you on the blog.

Thanks for following along.

And remember, if you are doing some stellar work at your library, I would love to hear about it.

Email me: bspratford at hotmail dot com and we can talk about you doing a guest post here on the blog.