“How May I Help You?” in Cyberspace
Janet Foster
Public library staff are highly attuned to patrons’ needs, assisting thousands of people throughout the year either in person or on the phone. The words “May I help you?” or “How may I help you?” are a familiar refrain at information service desks. During the course of a typical workday, a large percentage of time is spent responding to verbal inquiries initiated by patrons, but librarians also often go the extra mile to address questions that are discerned by just observing that someone needs assistance with the information they are seeking.
It is difficult to do this via the Internet. Librarians need to be proactive more than reactive when helping virtual patrons. How can we use our Web site layout, design, and navigation systems to invite remote patrons into our virtual libraries, answer their questions, and provide the best customer service in cyberspace?
Catalogs and WebPacs
Danbury (Conn.) Library (www.danbury.org/library) has been analyzing cyberpatron usage for a number of years. We realize that one of the primary reasons patrons visit the Web site is to use the online catalog. This was true when we first offered a basic dial-in modem service, and usage has grown as we expanded to telnet and WebPac catalogs. Results of a recent survey also indicate that catalog use from both inside the library and from remote locations is a high priority for our public library patrons. If your library is not already collecting statistics on Web site usage, think about implementing a software program like Webtrends (www.webtrends.com) or using the free Websitegarage (www.websitegarage.com) to track usage trends.
As a rule of thumb, it is always a good idea to place the link for the online catalog in a prominent place on your home page. And if possible, avoid extra clicks that link to transitional secondary pages. Go right to the catalog and offer title, subject, keyword, and author searches rather than a large esoteric or confusing menu. If your patrons frequently request materials of a certain genre or format, create links to this information from your home page so they may request items directly. For example, Danbury Library lists all new videos for the month and embeds a link for each title to the catalog so patrons can easily request these items.
Any time you implement these type of enhancements or modifications, be sure to explain them to staff and demonstrate the WebPac at all your Internet training workshops. It is amazing how many times we send patrons away from our own home pages when teaching about the Web. Patrons are often grateful to find that they can search for, locate, and reserve materials right from the library’s Web site. Of course, they also still enjoy searching Yahoo!, checking stock quotes, or sending Bluemountain greeting cards. But don’t assume that they are already aware of all the cyber potential your library Web site offers. Remind them often that they can search the catalog, databases and magazines from their homes.
Baltimore County Public Library
Baltimore County Public Library’s (BCPL) Web site, (www.bcplonline.org) provides a good example of how this can be accomplished. It features direct links to the catalog and offers another vital service: the ability for patrons to check their library cards. Patrons want to be able to access their accounts, view how many materials they have out, when items are due, and if they have reserved items, where they are in the process. In addition, BCPL has a link to their Kids’ Catalog that has a colorful and visually attractive interface for children. The catalog links are both available in the upper left hand column right under their logo. BPCL’s site is also easy to navigate and loads in one screen. Virtual patrons don’t like to scroll on and on hunting for the proper link. Check out this Web site for examples of excellent layout and content.
Cleveland Public Library
The catalog of Cleveland Public Library (www.cpl.org) is another site with excellent design and layout. A navigation bar on the left offers search choices, and links to “help on using the catalog” and “information for AOL users.” It is wise to remember that patrons will be viewing our catalogs using a variety of browsers. In addition to Internet Explorer (IE) and Netscape, the most popular seems to be America Online (AOL).
Unfortunately, the AOL browser does not handle all of the interactive functions that Netscape and IE support. As a Web librarian I can attest to the fact that if a patron calls, e-mails, or comes to the library in person to say that they could not use a function on the site, the first thing I do is ask if they are using AOL or another proprietary browser such as WebTV. Having information that pertains to these browsers available on your site and particularly on your catalog is important. Explain that patrons can log on to AOL, then download either Netscape (www.netscape.com) or IE (www.microsoft.com/downloads) through links provided directly from your library’s Web site and use the browser they choose concomitantly.
New York Public Library
New York Public Library (NYPL) (www.nypl.org/catalogs/index.html) features two catalogs, CATNYP (the catalog of reference/noncirculating items from the research libraries) and LEO (the catalog of circulating items from the branch libraries). Each of the catalogs features an explanation about its scope and a large representative graphic distinguishing the separate webpacs. NYPL also offers netLibrary e-books via their Web site. The e-book information is prominently displayed. If your library is taking the quantum leap into the electronic book fray this is certainly information that you will want to promote and link to on your home page, the catalog, and other featured secondary pages such as a Reader’s Focus page (featuring information for readers such as Booktalk features, new arrivals, etc.). NYPL does a good job of marketing their catalogs and databases online.
Specialized Catalogs
As libraries grow in size, collections, and services, so do our Web sites. Even the smallest public libraries have departments for services such as adult and children’s, and formats like books and periodicals. Some libraries have even expanded to the point that we offer separate technology centers and audio video departments.
Danbury Public Library
That is the case at Danbury Library (www.danbury.org/library), where the A/V department not only has its own room but also now offers a separate catalog. Therefore, whether a patron is in the library or at a remote location and wants to search for videos, they can search just A/V formats. Similarly, kids and parents can use the Jr. Library Catalog if they only want to locate items on that floor. And all of the WebPacs offer an integrated Entire Catalog with all three options.
Minneapolis Public Library
The Minneapolis Public Library (www.mpls.lib.mn.us) features colorful icons in its catalog to specify the format of material searched for (book, disk, large print, cassette, etc.). This is a good alternative to creating individual catalogs by genre and helps patrons limit their searches visually. Their kids’ catalog is inviting, attractive, colorful, and easy to navigate.
Using the above tips plus any imaginative ideas your own library has developed should make using your Web site and virtual catalogs a successful and enjoyable experience for cyber patrons.