Changing Times, Changing Libraries

This outstanding Library Video Network production visits three U.S. libraries that are successfully adapting to changing social and technological environments. Houston Public Library's top administrator, Rhea Lawson, describes the “Express Library” model, which relies heavily on technology and specially trained staff called “customer service techs” (mostly paraprofessionals), and features three physical elements: a reading center, a computer center, and a learning center. Lawson stresses that the change is really an old-school way of doing business—listening to what patrons want and reflecting those needs. In Sacramento, director Rivkah Sass says the one-desk approach, far from being innovative, actually represents a move back to a centralized point of service—a solid strategy for serving more people more efficiently, with fewer employees (the local union was integral to the process, from the early stages to the successful outcome). In Colorado, the Rangeview Library District took an unconventional path—eliminating the Dewey Decimal System, focusing on popular materials, and creating new positions (such as “wrangler,” “concierge,” and “guide”)—to create a brand called “Anythink.” Pam Sandlian Smith led the radical transformation (inspired in part by the hospitality industry) to serve the mostly working-class area near Denver. Like Houston and Sacramento, Rangeview eliminated monolithic service desks in favor of small, intimate stations that help bring staff and patrons closer together. Offering an intriguing and informative look at the faces and processes at the forefront of an evolving landscape in libraries, this is highly recommended. Editor's Choice. Aud: P. (C. Block)