Secret Shopping Readers' Advisory!

Everyone likes to pretend to be a spy, right? Or maybe that's just me..? Regardless, this week, our readers' advisory class was asked to "secret shop" a local library to learn a little more about readers' advisory services.

We weren't able to visit our own library (no secret there!) so I chose a large library within a local community that I have heard a lot about - but this was my first visit. I came in armed to ask for some help in getting a recommendation for the Romantic Suspense annotation this week. I somewhat familiarized myself with both the library layout, and the collection, but wandering around; additionally, I had located some Romantic Suspense authors prior to my trip, so I also checked to see if the library carried those authors.

This library is large/lucky enough to have a separate Readers' Advisory desk that is manned by reference staff. It is bright, well marked, and flanked by various displays from the library staff. I approached the desk and asked its librarian (we'll call him Joe) for help finding a book to read. A rough exchange, something like the below, happened:

Joe: Hello (upon my approach)
Me: Hi, Joe...(awkward pause) I'm looking for a book. Can you help?
Joe: Yes I can. What are you looking for?
Me: Well, I don't really know. I like romance but I'm getting tired of the predictable plots. So I want something with some more edge. But nothing without a love story.
Joe: What have you read recently? What did you like?
Me: I answered that I had been reading some things by Robyn Carr and Nora Roberts but I was getting tired of the story line being so predictable. But I did like the female characters who had a little attitude.
Joe: What makes you not like a book?
Me: I answered that I didn’t like horror and I don’t like anything too predictable or cutesy. I also noted that I don't prefer non-fiction.

After this exchange, Joe utilized NoveList to run a search for authors I may enjoy. He did not communicate with me while doing it, so I asked what he was doing/what he was using. I asked, as I remembered from Reference, that librarians are supposed to talk through what they are doing (when possible) so that the patron feels involved in the exchange.

Joe decided on three authors I should pursue for Romantic Suspense: Karen Robards, Heather Graham and Laurell K. Hamilton. He also suggested that I may want to try Jane Green and Emily Giffin if I didn't want a suspenseful story. After handing me the list, Joe pointed to the general direction of the fiction collection and told me I should check it out.

So - what did I think? Well, I'm torn. On one hand, I got what I came for - he provided readers' advisory service, used appropriate tools and conducted a brief interview and was somewhat helpful. I could tell that he had provided this service and was skilled in his knowledge. On the other hand, I was left with the impression that he was totally disengaged, and I believe he should have done more to engage me and "create a climate that encourages readers to talk about books and authors" (Ross et al., 2002). Additionally, I would have felt like I had better service if he suggested specific books and/or had walked me over to where I might find some of the authors he suggested.

This opportunity certainly provides me with a better perspective of a successful readers' advisory interview. I know that the level of service I provide to patrons will certainly increase as a result of this experience!

Reference

Ross, C. S., Nilsen, K., & Dewdney, P. (2002). The readers’ advisory interview. In Conducting the Reference Interview (pp. 163-175). New York: Neal-Schuman.