The librarian's understudy

摘要

In 1995, when Denver's Central Library building tripled in size, the library staff was overwhelmed with the public response. Circulation increased by 40%. More than 10,000 visitors requested tours of the new building. And the 100 new computers were in high demand. Nearly 30,000 people visited the library that first weekend. They heard that finding information on the computers was faster and easier. Just a click of a button, rumor had it. But where to start? Like other libraries around the country, the Denver Public Library began to offer a staggering number of computerized resources--online databases, CD-ROM reference materials, Internet access--seemingly overnight. This left some customers struggling to catch up and librarians struggling to help customers learn the system. How can an overextended staff stretch even further and still maintain high standards of customer service? VERSATILE PERFORMERS At DPL, the role of docents has been crucial in shepherding customers into this new era. Docents conduct one-on-one instruction on accessing the catalog and navigating the Internet. In 1997 alone, Central Library docents introduced 1,636 customers to the computerized system. "As our list of databases became longer and searching them became more complex, the docent program gave us a significant solution," reported DPL General Reference Department Manager Jim Kroll. "Their one-hour, one-on-one tutorial became a valued, integral part of our public services." Customers agree. One woman explained, "My son gave me a computer and I didn't know how to use it. All I could do was play games--until my wonderful class at the library." Computer workshops are only one way in which a volunteer corps can support professional library staff. Like an understudy, the well-trained docent is always prepared to perform, wherever the need is greatest.