RA Secret Shopper Assignment

The timing for the Secret Shopper assignment was perfect, as it was time for me to renew my library card at a local library anyways. This is a library that I literally visit once a year to renew my card, as they are part of a county-wide consortium that participates in a ‘reciprocal borrower’ program – this is not my home library, and I’ve only been to this library two times in the past, and the last time was just over a year ago. 

This particular library features a large, circular reference desk, but not specific desk or area designated for Readers’ Advisory services. In fact, there was no signage whatsoever noting that RA services were offered here. I decided to visit this library shortly after they opened at around 9:30 on a Saturday morning. While I do think it would be a great experience to have an RA encounter during a busy, chaotic time during the day, I know first hand how frustrating it can be as an overworked, overtired librarian who just wants to go home! I figured I would get a fresh, hopefully energetic exchange by going early in the morning for my quest.

Luckily, I was able to remember where the Reference Desk was located from my last visit. If a new visitor were to look for the location, they might need some assistance in locating it, as it is located off of the main section of the library (even though this is not a ‘large’ library.) When I approached the desk, I noticed two female staff members chatting. I browsed the select of handouts and pamphlets offered on various library services, including their free music download service, Freegal, for a few moments while I listened in (spied) on their conversation of their various Friday night activities. I noticed a handout, bookmark style, on their Winter Reading Program, along with a print-out of the NY Times Bestseller list for the current week (only 1 copy available.) After what felt like forever (in reality, a minute to a minute and a half), the librarian closest to me asked if there was anything she could help me with. 

I informed her that I was just wondering if she had any recommendations for a good book. She seemed interested in my inquiry, and asked what I had read last. I told her that I had just finished reading the latest Flavia de Luce book by Alan Bradley. I did not include the title – just the name of the series and the author’s name, and that I was looking for something else to read now. I also shared that I really liked mysteries – especially Agatha Christie.  She asked (without the aid of a computer or text resource) If I was familiar with Christie’s Poirot and Miss Marple series, and I informed her that I had read – book and audiobook – and seen (many versions of Miss Marple, and Poirot) both series and they were some of my favorites – I would like something like that, but I really enjoyed the time period and location of the Alan Bradley books.

She was already seated at the computer, but began to perform what I assume was a search (NoveList? I didn’t want to seem to knowledgeable or pushy), but informed me that she was looking for other series like these books. Within a minute, she had come up with several suggestions. However, I am a mystery aficionado! I had read the Maisie Dobbs novels that she suggested, along with the Inspector Gamache novels by Louise Penny. When she suggested the Isabel Dalhousie series by Alexander McCall Smith, I surprised her again by telling her that I was not a fan of McCall Smith’s work.

“I really don’t think I like contemporary mysteries – I’ve only ever found a few that I’ve liked. I’m so sick of the number of cheesy, flimsy paperback mysteries that have come out in the last few years– female detectives with magic cats, or bakeries, or romances disguised as mystery novels…I really want something intelligent and witty,” I told her. This comment made her laugh, and she suggested that maybe I was looking for another male detective, like Poirot or Gamache. Her next suggestion was one I had not heard of – Vish Puri, a Poirot-style private investigator from India. She said that these books had come out recently in the past few years, and that the latest was released this past October. When I asked her if she knew how many books were in the series, she took a moment to look up this information and told me that there were only 4 books so far. Next, I asked her what the name of the first book of the series is, and she offered to write it down for me.

I then proceeded to ask her where in the collection I could find the book, and was surprised to learn that it was in the Fiction section (my library catalogs mysteries separately, in their own section, near fiction.) She didn’t offer to take me to the location, but she did tell me that the library ‘should’ have one copy in stock of the first book in the series. I thanked her for her help and she told me that if I should need anything else, to come back and see her. I was the only patron who approached the reference desk during this time, and the entire interview lasted no more than five minutes (approximately.) Her co-worker never interrupted us, and the phone at the desk did not ring during this time.

Despite not performing an in-depth or highly detailed reference interview, the staff member I interacted with was friendly and very helpful. However, I did feel that she could have offered to physically show me the location of the item I was seeking, especially as how she was not busy (very slow time at the library) and there was another staff member also covering the desk. One issue that really struck me was how she and her co-worker were casually chatting when I approached. This is a major issue for all departments at the library where I work. It is pounded in to us how unprofessional and how unwelcoming we appear to patrons when we are either speaking to one another (about work or personal business) and when we are reading or working at the computer. However, I’m personally torn on this issue – should we be waiting with baited breath and bright big smiles at the desk, waiting patiently for patrons to approach us?

I do feel that the librarian was successful, and she did not use a print resource for our transaction. Based on the speed in which she was able to locate read-a-likes and title information, I’m assuming she used an online resource in which she was very familiar. I would feel confident and comfortable asking this librarian for help in the future – she didn’t flounder during our conversation, or ignore me, which are some issues I have encountered in RA interviews in the past! She wasn’t judgmental and she offered me several title suggestions. She didn’t appear to get frustrating when I kept telling her that I had already read the series she was recommending – she seemed to take it as a challenge to find something else.

Despite feeling like I was cheating on my library’s RA services and performing top-secret undercover work, I was truly happy to discover a new mystery series that I might be interested in. The librarian in question made consistent eye contact with me and was patient – she listened and waited before I was done speaking to ask a question or respond. I am fairly positive that she was trained in RA services to some degree, as she seemed comfortable making recommendations and returned results from online searches in a timely manner. I hope that the librarian who assisted me with my mystery series search felt that she had helped someone find what could be their new favorite book series, even if it was a short encounter. While it wasn’t the absolute best RA interview I’ve ever encountered, it by far wasn’t the worst. I am now curious as to how competent the other Reference librarians are at the RA interview at this particular library! Overall, a great experience.