Learning from Safeway and Jet Blue: Libraries and Self-Service

Abstract

Our culture has been shifting toward an expectation of self-service for over a decade. In banks, grocery stores, gas stations and airports, people are becoming accustomed to self-service. Libraries have also joined this larger trend by implementing ways to allow patrons to interact with services in a disintermediated manner if they so choose. At Oregon State University Libraries, we hoped that a video demonstration kiosk of commonly performed but sometimes difficult tasks, such as using the e-scanners, adding money to a copy card or using databases, would help patrons learn how to use our tools better and might help make them more confident library users. As a result, we created a point-of-service video pilot project. In addition to describing the pilot project at Oregon State University Libraries, we will review self-service options in public and academic libraries and other public places. We will discuss some of the reasons to adopt self-service, such as being responsive to a variety of learning styles, giving patrons more autonomy, and the need to use staff time judiciously. We will also address technological aspects involved in implementing these types of services.