International Best Practices of Service-Friendly Librarians: Fresh perceptions from a year-long comparative analysis of U.S. & Asian-Pacific Libraries John Hickok, M.L.I.S., M.A. Librarian / Instructor Coordinator of Library Instruction California State University, Fullerton, USA

Background Project: 1-year research grant on services in libraries of Asia Project: 1-year research grant on services in libraries of Asia

Introduction Library Services: Library Services: - Circulation - Circulation - Catalogs/Datbases - Catalogs/Datbases - Operations (photocopying, etc.) - Operations (photocopying, etc.) - Reference/Instruction - Reference/Instruction

Reference/Instruction: High client-librarian interaction, so a high need to be Service-friendly

Challenges 1. Limited Resources Example: Laos Library: limited items

Challenges 1. Limited Resources Example: Japan school library: limited hours/staffing

Challenges 1. Limited Resources Example: everywhere: limited database budgets

Challenges Indonesia: N. Sumatra Univ. Library

Challenges Philippines: supplementing (Pathfinder)

Challenges Thailand: consortium for eBooks.

Challenges 2. Clients not using Reference or Instruction services - Possibly the nature of standardized examinations (little indep. Research)

Challenges 2. Clients not using Reference or Instruction services - Possibly over-reliance of Internet

Challenges 2. Clients not using Reference or Instruction services - Possibly a negative stereotype or impression of librarians

Challenges 2. Clients not using Reference or Instruction services - Possibly a negative stereotype or impression of librarians

Challenges What kind of an image do you display to your clients?

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Challenges What kind of an image do you display to your clients?

Challenges Singapore: Market the Reference Desk!

Challenges Taiwan Public: Promoting Librarians over Google

Challenges U.S.: making librarians instructors

Challenges 3. Not reaching clients to help them become Information Literate

Challenges Japan: I only use the library for a Japan: I only use the library for a place to study place to study

Challenges 3. Not reaching clients to help them become Information Literate Korea: I use Naver, not the library Korea: I use Naver, not the library

Challenges 3. Not reaching clients to help them become Information Literate USA: I don t remember much from my freshman library orientation USA: I don t remember much from my freshman library orientation

Challenges Malaysia: required I.L. course for all first year students, taught by librarians.

Challenges Philippines: required 3 rd /4 th year student library research component

Challenges USA: roaming librarian project

Challenges 4. Librarian subject expertise not used or available

Challenges China: Reference librarians are often librarians are often put in back offices, put in back offices, unavailable unavailable

Challenges 4. Librarian subject expertise not used or available Vietnam: often librarians work low-level clerical positions

Challenges 4. Librarian subject expertise not used or available Thailand: LIS students exclusively LIS only; no other subject knowledge

Challenges Philippines: Pathfinders specialization

Challenges USA: Online library guides by major

Challenges Hong Kong: Librarians creative freedom for to create online tutorials

Challenges 5. When traditions become inflexible

Challenges Japan: mandatory staff rotations among library divisions

Challenges 5. When traditions become inflexible Everywhere: total silence total silence tradition still tradition stillprevalent

Challenges 5. When traditions become inflexible Thailand, China, etc.: outsider, non librarian Library Directors appointed

Challenges Vietnam: creative thinking – caf é within the library

Challenges Singapore: Lively, open, noisy Information Learning Commons area

Challenges Indonesia, Philippines: certain libraries more flexible Thesis allowance

Conclusion Other libraries share many of your common challenges … Look at their innovations, and apply their success to your own library!

Thank you