Reader's Advisory Secret Shopper

I recently visited the main library of a three-location system to "secret shop" the library's reader's advisory service. I had never been to this location before.

The circulation desk sits just inside the entryway. No patrons were at the desk when I entered, I made eye-contact with the staff member at the desk but she did not speak. Moving further into the library I found the adult fiction section, then passing through a casual seating area with a new book display, I saw a "Reference and Information" desk, located between the non-fiction shelves and the patron computer area.

Two staff members were seated at the desk. I approached the nearest work station, was greeted by the librarian and I asked if I was in the right place for assistance with questions about fiction. She said she would try and asked what I was looking for. I told her I was looking for suggestions for a new book to read as I enjoyed the last one so much I didn't want to be disappointed with the next. She asked for the title of that book and I told her A Man Called Ove.

She entered the title in her computer and said, "by Fredrik Backman?" and I said yes. "We have a database to do that," she replied and started searching. Her reference to "a database to do that" led me to suspect she was using Novelist, which was confirmed at the end of our interaction. Copies of the library's three-month calendar of activities were displayed in front of her computer and I picked one up and started leafing through it, mainly for something to do other than stare at the top of her head while she worked away on the computer. I did look up frequently from the brochure in order to facilitate any further discussion of my reading tastes, since the reader's advisory interview had been so brief.

There were no further questions, however. For the next several minutes the librarian typed away on her computer, between answering the phone once and leaving her work station four times to answer questions about and assist with the patron computers and printer. As a patron, if she had said, "please excuse me, I'll be right back," I would not have been bothered by her multi-tasking. As an "undercover" library staff member, I cringed when she repeatedly stepped away without making eye contact or saying anything to me. Our service desk protocol includes briefly acknowledging anyone who comes to the desk while we are helping someone else, but immediately returning our full attention to the initial patron. We also do not answer the phone in the middle of a patron interaction. I recognize other libraries operate differently, but I did start to feel a bit uncomfortable just standing at the desk while she tended to several other requests.

After about five minutes she presented me with a Novelist printout of read alikes for A Man Called Ove. Looking at the list, I discovered the purpose of all the typing. She had looked up each of the nine titles listed and marked them as available, available at another branch, or not owned by the library. She did not ask if any of the books looked interesting, or if I knew where to find adult fiction, or if I had any other questions. She also did not offer to have any of the titles available at other branches sent to this location if I preferred. Based on descriptions of fruitful reader's advisory interviews in our readings, she missed virtually all of the recommended elements, other than using resources (Novelist) rather than relying solely on her own reading experience.

Reviewing the list there are two books I'd explore further, one I've already read and several I'd never consider, based on my knowledge of the authors. Overall I'd describe the interaction as very business-like and, as a patron, I'd likely not return for more reader's advisory assistance, unless I didn't really like a lot of chit-chat and was happy with the Novelist suggestions.

Based on the perfunctory reader's advisory interview and lack of booklists or displays promoting portions of the collection, I'd guess that reader's advisory is not a priority, nor have staff been trained to be knowledgable of and comfortable with making book recommendations. The staff member was polite and business-like, but did not engage in a true reader's advisory experience.