So, I accepted that she wasn't going to leave without speaking to a "librarian," and I went to get my supervisor. She followed me, staring into the window of my supervisor's office, so I couldn't really explain anything to him. As soon as he stepped out the door she basically pounced on him, yelling and ranting. In addition to the map complaint, she told him how horrible it was we only had one librarian on the desk (Okay, give us the money to fund a second librarian), how incompetent I was and how I was "too scared to tell her who the librarian was." I don't even know? She claimed that she had been going to the library for years ("since it was on X Street") and therefore we had to cater to all her needs. My supervisor finally got her to leave by giving her the library director's phone number.
She went over to the self-checkout. I watched her scan her card and an error message came up. She threw the books onto the counter and stormed away. The director's number was still stuck in the book. So sad that she can't make that phone call, right? The error message on her checkout was that her card had expired. Meaning that she hasn't been in the library in a long time, perhaps even longer than the 6+ months we've been open in this location.
I actually think having a map is a good idea. But I will never give one to this patron. (If she ever comes back, which is unlikely.) She definitely seemed like one of those people that isn't happy unless they're angry about something, so I hope we made her day a little better.
- Current Mood:annoyed
To the parents who let their children run wild in the library and then glare at me when I ask them not to run, don't blame us when your kid cuts his head open on one of our shelves.
To the parents who spend the whole time messing with their phones while their children tear every book off the shelf, watch your child, please. I'm not paid to watch your child. You wouldn't want to leave them alone with me anyway.
To the parents with the screaming child, please, take her outside. Dear Lord!
Most of the parents I see are pretty awesome, but these others are the ones who drive me nuts.
One of my colleagues got a frantic email from a psychology student (academic library here). Her deadline was coming up. She had found the psychology test she needed in an article but it now she needed the instructions on how to score it. So my colleague did looked up the article to find out more and.....
...the instructions for scoring the test was right there in the article. Apparently actually reading the article hadn't occurred to the student.
I'm so glad my colleague is responding to the email not me. I'm not sure I could be diplomatic about it. And my colleague is irritated at wasting her time with the student - apparently she helped the student originally to find the article in the first place.
Hey thanks, Boss of Boss, for telling her that pages can't work more than 4 hour shifts anymore, and that she can't give out extra hours to pages out of the budget of the staff person who quit that we're not replacing. I would have appreciated your disregard of my ability to assess my own personal risk for repetitive motion injuries against the need for more money at the best of times, but it's especially awesome now, right after thanksgiving, when the combination of pages going on vacation and the library being closed for 3 days now means we have no empty carts, none, and the ones that we do have are stacked double- and triple-deep with books. But, you're right, extra shelving man hours would totally cause anarchy within the library. We can totally shelve all these materials, and go through a weeks worth of emails, and run the holds list, and pull expired holds, and check in the delivery, and get totally caught up in no time at all.
Your Intrepid Shelving Team
Finally, he shows me the piece of mail he got with directions that shows the address to which he's supposed to go as the college extension next to the library, not the library. Someone probably gave him directions using us as a reference point, and he made the same mistake that others do, just hearing "library" and thinking that's the place.
He was polite, thanked me and went on his way. No problem, right? Now the blindside part.
He stops at customer service to say he doesn't want to complain or get the person in trouble, but the person who helped him at the reference desk was rude and had an attitude. Customer service take a Patron Suggestion Form, crosses out Suggestion and writes Complaint and insists on filling it out for him. Now why is that important? Because that form routes to the Director first, bypassing 2 other layers of supervisors giving a false impression that a situation has been escalated when it hasn't.
At least this time, my supervisor talked to the guy on the phone before assuming anything. And the kicker? The patron describes the person who helped him as a woman with brown hair and glasses and the other man at the desk as having a beard. Well, yes my hair is brown (thanks L'Oreal!) but after Lasik, no glasses, and the co-worker is clean shaven.
So it always makes me wonder, if you're not even entirely clear on assessing what someone looked like maybe you're not entirely clear on assessing what they said either.
Didn't see it coming. I hate when I can't see it coming. How can I learn to see it coming?
I understand that you are teenagers and you like to hang out with your friends and be noisy. This is totally fine - we're not expecting you to be completely silent. Hell, I can totally deal with you talking to each other (or to me) as long as you're not being too disruptive, especially if you're talking to each other in the context of doing homework.
In fact, I'm the fairly nice librarian, in that I will simply tell you to be a bit quieter rather than kicking you out the tenth time your volume has hit an unacceptable level in a two hour period.
However, even I have limits, and the fact that I, personally, have had to kick you out at least three times this school year should tell you something, considering that I do not work every day.
Things that are unacceptable and will get you one warning before getting kicked out (and no, I am not kidding):
- beat boxing/singing/making vocal noises other than talking (unless it is an emergency, in which case, go ahead and scream)
- playing music on your cell phones/playing games that have music on your cell phones (without headphones, if you have headphones, whatever)
- spending more than two minutes talking on your cell phones without leaving the room (go ahead and talk in the stairwell, the walls are actually pretty good at blocking out noise, that way you don't have to go outside when it might be freezing)
- throwing items at each other
- kicking each other/hitting each other
- dropping items (whether yours or others) to see if they make noise or to see if they break or simply to annoy each other
- yelling at each other while playing games on the computers because your friend killed your character
If you continue to insist on doing these things, I will continue to kick you out.
P.S. It's nice that you noticed that I was writing a report in the reference notebook about your behavior, because you should realize that it means we librarians are communicating with each other. I don't object to you putting in a report on how the librarians are "mistreating" you - you have the right to stand up for yourself. However, when that report is a bunch of random words (including "I like to poop") and drawings (including one labeling the director as a "meany") scrawled on a piece of paper? I'm pretty sure it's not going to actually help your case at all.
- Current Mood:aggravated
(turns out he really wanted to know where a specific book with a specific call number was, but I like his original request more)....
I told the kids that they were early and that they needed to sit quietly and read until it was time to begin. Then I noticed a boy sitting under the computer desk, crying. His classmates told me that the teacher had yelled at him before coming to the library. (Thanks again, Mr. Mofo.)
As I was talking to this boy, the class erupted into chaos. Then one of our new special program children entered. Our school has a special program for emotionally disturbed children and they can be violent. Some also have sensory issues, and react poorly to noisy chaotic environments (like the one in my library at that moment). They are supposed to come with an educational assistant, especially when they are new to our school, but this child was alone.
To make a long story short, I had to call “the team” to come get the child under the desk. Our new special program boy had to be sent back to his class because he was shoving books into another student. The library lesson started 12 minutes late, and we didn't get much accomplished.
I feel like all of this almost certainly could have been avoided if Mr. Mofo had just taken 20 seconds of his precious time (or my time, actually) to calm his class down before entering, and then stuck his head in the door to ask if I was ready for them, yet like EVERYBODY ELSE in the school does. (I’m assuming that coming five minutes early was not intentional, although I’m probably wrong.) While the missing educational assistant was not Mr. Mofo’s fault, if that boy could’ve entered a more peaceful library, he might have behaved differently and been able to stay. I felt terrible about sending him back to class.
I guess I should consider myself lucky. The last time Mr. Mofo dumped his class in the library mega-early, he didn't even make sure I was there. I walked in to find the kids sitting by themselves.
But the next time this happens, I’m calling the office to page Mr. Mofo on the school intercom and telling him to come get his class until it’s time for their library session to begin.
He was upset because his prints weren't coming up and I not having time to fully access the printing problem I try to start at the beginning and asked if the proper prompts had come up. He informed me that "he might not Bea librarian but he has done this numerous times before without OUR help and why are my prints!" Discovering he couldn't send them again because he had already logged off, I explained that we had just recently discovered there was a problem and I could give him a pass to log back in and resend them and I could call IT to see if there was a chance to retrieve them. Angry, the patron loomed over me and stated that we need to work on our pat answers, grabbed up his stuff and stormed out. Geez,if I had a magic wand, I wouldn't be working here with you (insert choice word here).