The "No Book:" Turning No Into Yes at the Reference Desk. Kim Granath, MLS, AHIP. University of Montana Mansfield Library.
Objectives: To develop an easy-to-use and informal method for recording user requests and feedback received at the Reference Desk, and to be able to act on this feedback.
Methods: Reference librarians and staff at the reference desk were asked to record interactions with patrons that had a negative outcome. All of the comments were recorded in a small spiral bound notebook kept at the desk, called the “No Book.” At the end of each semester the comments in the “No Book” were analyzed, and a document was created that counted and categorized all of the comments. The entire reference department then reviewed the document and suggested ideas for turning negative outcomes into positive ones. We then acted on some of those ideas to implement changes in the library.
Results: Based on the analysis of the comments recorded in the “No Book,” the Reference Desk has been able to implement several new services. Some examples of these include bike lock checkout, free scantron sheets and other basic office supplies, patron-driven acquisitions, and development of a family friendly group study room. The analysis also led to internal changes, most notably, the reorganization of the technical support desk. An unintended result of the “No Book” analysis was its value as a training tool for staff.
Conclusions: Collecting and analyzing user comments has enabled the reference desk to make positive changes in the library that are valued by students.
