Today my friend Sara tweeted this from the Michigan Library Association Annual Conference:
And I was like “YES – standardized practices!” Except I said it to myself in my head, not outloud. I talk to myself a lot at work and people look at me weird.
BTW – Sara is funny, charming, intelligent and an amazing librarian and I highly recommend you follow her @sarabethw
Anyways, this made me think back to an interesting conversation I had with Christie Brandau, the now-retired state librarian of Kansas. It wasn’t about business reference standards, but overall service standards. But it got me thinking about this conversation: I was interveiwing her over a year ago about best practices for library service in rural areas. And the way the state of Kansas approached service standardization was really fantastic. They didn’t say “Every library will have at least ten computers” or “Every library will have 150 parking spaces” because really, that’s not practical. In Kansas, the gap between tiny libraries and huge libraries borders on hyperbole – the difference in library types is significant. There are libraries that serve 2000 people spread over a 700 square mile area. And there are urban libraries that serve people a very dense population center with multiple branches. All extremely valuable, but all reaching out to patrons in different and unique ways.
So, the librarians in Kansas started with criteria like the following (and these are not exact, so don’t quote me, kids…)
- A library patron in the state of Kansas should not have to wait longer than ten minutes to access a computer
- A library patron in the state of Kansas should be able to easily access a bathroom.
- A library patron in the state of Kansas should be able to find a parking space within reasonable distance from their library.
So, easy access to a bathroom. That sounds silly, right? Okay, but think of all your patrons. Do you have a bathroom that’s easily accessed by a five year old? What about a bathroom that’s easily accessed by the elderly? The handicapped? A mom or dad with four kids in tow? Ohhhh…it’s not so easy now, is it? Hint – if the door is really heavy and hard to open, it’s not easily accessible. If the toilet is very high up or doesn’t have a child-size toilet seat adapter (and they do exist) it’s not accessible.
The thing I like about this is that the standards expand and contract based on the library being discussed. Forcing a library to have ten computers because that’s the state standard is silly if the library only sees 150 patrons a day and 125 of them are just in for reading materials.
Thanks for the reminder about that conversation Sarah. I love your business reference standards concept. Maybe elements of the above service model can somehow be applied? I don’t know…just thinking out loud!