Secret
Shopper Task: visit a library where I was not known, and act as if I’m
patron looking for suggestions for a good book.
Purpose: Evaluate readers’
advisory experience.
Experience: I chose a library
that I had only visited once before - which happened to be last week when I
popped in to get a book that my library did not have at the time. I was
returning this book on the day I visited for the second time, and since I
wasn’t crazy about it, I used it to segue into the conversation with the
librarian.
There was only one librarian working at the
desk, so after waiting on the patron in front of me to explain that a dog had
eaten a book, it was my turn. I approached the desk and kind of slid the book I
had previously checked out across the counter.
Me: I need some help. I’m having a hard
time finding a book that I really enjoy. A friend recommended this one and it’s
just not me.
Librarian: Okay. What is something that
you’ve read recently that you liked?
Me: The last book that I read that I really
liked was “A Man Called”…..hmm… something…it was a weird name. I think it
started with an “O”. (I was totally
acting here, because I KNEW it was “A Man Called Ove,” but I wanted it to be a
full readers’ advisory experience!)
After a few clicks around, the librarian finally said: Was it “A Man Called Ove” by Fredrik Backman?
After a few clicks around, the librarian finally said: Was it “A Man Called Ove” by Fredrik Backman?
Me: Yes!! That was it. I’ve read a few of
his books.
Librarian (clicking around): Did you read “My
Grandmother Asked me to Tell You She’s Sorry”?
Me: Yes. And I also read “Britt-Marie.” I think
I’ve read all his books. (I know I have.)
I’m just looking for something similar.
Librarian: (Clicking around): Okay, it
looks like there are some books suggested here that are similar. Have you read,
“The Storied Life of A.J. Fikry?”
Me: Yes, I read that one (I had.)
Librarian: Okay. How about “The Curious
Charms of –“
Me: Arthur Pepper? Yep. Read that. Maybe
I’ve already read all the books in this genre (kind of laughing.)
Librarian: How about “The Nightingale” by
Kristin Hannah?
Me: No, I haven’t read that one. I’ve heard of it and quite a few people I
know have liked it.
The librarian walked me back to the shelf
and we found the book. I looked it over and said it looked good.
Librarian: Did you want a few more?
Me: Sure. Maybe just one more. I can’t read
too many at once.
Librarian (typing again): How about “The
Invention of Wings” by Sue Monk Kidd?
Me: Haven’t read that one (LIES! Yes, I have, but I felt like if I
kept telling him that I’d read everything – the jig was going to be up and he
was going to figure out I wasn’t really an average patron.)
Since I didn’t really want to read that
book again, I had him point me in the direction of where to find it, and I
selected another book by Sue Monk Kidd.
On my way out, I thanked the librarian for
his help.
Evaluation/Conclusion: In “At Leisure:
Rethinking the Readers’-Advisory Interview”, Joyce Saricks states that only two
questions need to be asked in a reader’s advisory conversation: “’Tell me about
a book you’ve read and enjoyed’ and ‘Are you in the mood for that or something
different?’” (p. 24). The librarian in my experience did ask a variation of the
first question and since I told him that I was looking for something similar,
he did not need to ask the second question.
I don’t know what kind of software he used, but he obviously knew how to
navigate it because it pointed him in the right direction based on my reading
preferences. I left with one title that the librarian suggested (The Nightingale),
and another by an author that he had suggested (Sue Monk Kidd – I got “The Secret
Life of Bees” instead “The Invention of Wings.”) Both of these books were
already on my “to-read” list, so I’d say the librarian’s suggestions were spot
on. If I was the average patron, I believe that I would go back and consult for
future reading – but since I have the tools to do it, myself, I doubt that I
will. This experience was actually better than I had expected. I was afraid
that I was going to get the proverbial “deer in the headlights” stare when I
asked for a book recommendation, but the librarian didn’t flinch!
One thing I might have done differently if
I had been the librarian in this situation would have been to share my screen
with the patron. Whether the librarian was using NoveList or a feature built-in
to their online catalog, it would have been a good teaching moment to show the
patron how to use the tool so they could search for books on their own. When I
show patrons how to use NoveList, they are usually amazed at the ease of use, and
excited at the prospect of using this tool to find new books to read.
While I would call this RA experience a
success, it was pretty basic, without any questions about appeal terms or what
I specifically liked about a book. I suppose this line of questioning wasn’t
really needed because there were several read-alike options, but perhaps there
are books with similar qualities to “A Man Called Ove” that don’t fit neatly
into the “literary fiction” genre. In order to find books in other genres that
have some of my preferred appeal factors (character-driven, thought-provoking, with
quirky, witty characters), I really like Neil Hollands’ (2006) idea of using a
“…reading preference form instead of face-to-face discussion” (p. 205).
Allowing a patron more time to review appeal terms and select those they are
drawn to will ultimately help the librarian build a more thorough reading
profile for the patron. This may open new doors for a reader who has been
traveling down the same genre road for so long that they’ve seen all the
sights. NoveList is a great tool for those quick “go-to” read-alikes, but unless
time is taken to explore it based on appeal factors, patrons will not branch
out as often as they could. Per Hollands (2006), “In many cases, the library
only gets one chance to make an impression on a reader. The success of this
chance should not hinge on how much can be pried from a brief encounter with a
patron who may be reluctant or unable to reveal information” (p. 207).
Saricks, J. (2007). At
Leisure: Rethinking the Readers'-Advisory Interview. The Booklist,105(15), 24.
Hollands, N. (2006).
Improving the Model for Interactive Readers' Advisory Service. Reference & User Services Quarterly,45(3), 205-212.
