The document summarizes the author's rediscovery of the library services offered by her local library district over the past 40 years. It describes how interviews with library professionals and resources have provided new insights into features beyond just borrowing books, such as reference services, technology instruction, readers' advisory services, and the emphasis on customer service. The library aims to help all patrons access information and achieve their goals through welcoming spaces, online resources, and programs for all ages.

1. REDISCOVERING MY LIBRARY
Laura Nolte
LIS 6120
December 2, 2014
Dr. Hermina Anghelescu
Synopsis
For over 40 years I have frequented the same library district. Until the last two years, I
only borrowed and returned books, not looking for other special features. Interviews
with professionals and outside resources have given me new insight to this system, along
with relatability to topics studied in LIS 6120, Access to Information.

2. Philosophy
Marie & Other Professionals –
“Help everyone equally and provide information and answers to patrons’ requests to their satisfaction.”
LVCCLD Mission Statement –
“The Las Vegas-Clark County Library District provides welcoming and inspiring spaces for reading, learning
and achieving, and the tools and resources that families, children, teens and adults need to succeed. The
Library is committed to building communities of people who can come together to pursue their individual
and group aspirations” (LVCCLD, 2014)
ALA Philosophy of Service –
“To provide leadership for the development, promotion, and improvement o library and information
services and the profession of librarianship in order to enhance learning and ensure access to information
for all” (ALA.org, 1988).

3. “We do not only locate information.” Marie Services
• Teaching patrons how to use the computers, catalogs,
“Librarians function as instructors,
coaches, teachers, and cheerleaders —
while all around them students and
teachers engage in multiple forms of
learning” (Abarbanel, E., et al, The New
School Library. Independent School
Magazine (Summer 2013).
and databases
• Readers’ Advisory lists
• Directional information
• Answering question on the phone
• Story time
• ADA services for the disabled
• Homework Help
• Book Clubs

4. Customer
Service
High priority in the district
Approachable, friendly staff
• Direct eye contact
• Sincere smile
• Listen The Reference Interview
• Every person is different
• Tact
• Subtlety
• Create comfort
“Customers have reference needs they have not
acknowledged, or cannot acknowledge, due to childhood
library trauma” (Kraft, 2006)

5. Problem
Patrons
1. Listen.
2. Don’t take it personally.
3. Acknowledge.
4. Take responsibility.
5. Find alternatives.
(Colorado State Library, 2014)
Dealing with Conflict

6. “Planners of King Library identified five types of user activity Layout
for which space would need to be designed in the new
library:
1. information seeking
2. recreation
3. teaching and learning
4. connection
5. contemplation”
(Petersen, 2005)
Space
• Bright
• Friendly
• Welcoming
• Ease of Navigation

7. Virtual
Reference
Vital to bring in today’s youth
100’s of databases, including-
Reference USA
Address & Business Locators
White Pages
Biography Resource Center
Reader’s Advisory Lists
Learning Express
Ask-a-Librarian
. “The Internet is central to Millennials’ lives – the nexus for
their much-sought activities and content, and the foundation
around their media lives” (HarrisonInteractive, n.d.).

8. Website
http://www.lvccld.org
On this website, patrons can:
• See what they have checked out
• Search the catalog
• Place items on hold for pick up at chosen branch
• Access Databases
• Ask-a-Librarian
• Homework Help
• Readers’ Advisories
• Hours & location
• Reserve a computer
• Sign up for a class
• Find special events in the area

9. Conclusion
This is NOT the same library
I knew as a kid!
Thanks for stopping by!

10. References
American Library Association (1988). Mission & priorities. Retrieved from http://www.ala.org/aboutala/missionpriorities
Abarbanel, E., Davis, S., Hand, D., Wittmer, M. (Summer 2013). The New school library. Independent School Magazine. Retrieved
from http://www.nais.org/Magazines-Newsletters/ISMagazine/Pages/The-New-School-Library.aspx
Colorado State University (2014). Dealing with conflict. Retrieved from http://create.coloradovirtuallibrary.org/dealing-conflict.
HarrisInteractive (n.d.) Born to be wired: The Role of new media for a digital generation. Retrieved from
http://www.webmarketingassociation.org/wma/digital_teen_study.pdf.
Kraft, N. (2006). The Reference Interview, Syracuse University, College & Undergraduate Libraries, 13:1, 73-74. Retrieved from
http://dx.doi.org/10.1300/J106v13n01_08
Las Vegas-Clark County Library District (2014). Mission statement. Retrieved from http://lvccld.org/about/index.cfm
Petersen, C.A. (2005). Space Designed for Lifelong Learning: The Dr. Martin Luther King Jr. Joint-Use Library. Library as place:
Rethinking roles, rethinking spaces. Council of Library Information and Recourses (CLIR). Retrieved from
http://www.clir.org/pubs/reports/pub129/pub129.pdf

11. Many thanks to:
Library X of the Las Vegas-Clark County Library District
Marie, Head of Reference and
Assistant Branch Manager
And two older branches and staff there
Acknowledements