At Livermore Public Library, all members of the information
team rove the library to offer assistance to the public. The goal is to
establish a presence at the point of need rather than expecting patrons
to come to the reference desk. This practice enhances customer service
and is essential given the size of the library and the continuing need
to provide a helpful, human presence in an electronic environment.
Roving is good public relations. It offers the opportunity to teach
patrons how to use the catalog and website and to tell them about the
library's programs and computer classes. People often want a personal
connection and appreciate our availability when assistance is needed.
Rovers handle a variety of tasks, but the primary responsibility is on-
the spot reference, including directional questions, and room
management.
At Livermore Public Library, all members of the information
team rove the library to offer assistance to the public. The goal is to
establish a presence at the point of need rather than expecting patrons
to come to the reference desk. This practice enhances customer service
and is essential given the size of the library and the continuing need
to provide a helpful, human presence in an electronic environment.
