Friday, April 27, 2012

Review: Hero by Perry Moore (2008)


Are superheroes your thing? They used to be almost exclusively contained to the realms of comics and cartoons. Now, superheroes are featured regularly in both hit TV shows and blockbuster movies. However, there is one media that is still relatively superhero-free: the novel. There are a few, sure, but they are few and far between. Hero is one of these magical unicorn books featuring superheroes - oh, and the main character is gay, too.

As a librarian, I understand the critical role that "problem novels" play, but as a reader I'm pretty tired of them. This book is a refreshing change. Thomas Creed is a high school basketball star experiencing the awakening of his sexuality, which he struggles with as an athlete and as the son of a super hero. His father's fall from grace due to a tragic failure and his mother's subsequent abandonment were rough on Thomas, and the mystery of what happened in the past plagues him. He finds himself in drawn into the world of heroes when his own superpowers begin to manifest - just as famous superheroes begin showing up dead all over town. While the novel does address Thomas' sexuality throughout, the main plot driving the story is the mystery of the dead superheroes and Thom's awakening as a superhero.

Hero was written by the late Perry Moore, an openly gay producer and director. Hero was his first and only finished novel. The book has been criticized for choppy writing and thin characterization, but I have to say that I didn't really notice these issues at all when I read it. It's a fast, fun, pulpy read that will satisfy teens and adults alike.

Hero won the Lambda Literary Award in the Children's/Young Adult Fiction category in 2008.

Other YA titles featuring gay male teens:
Boy Meets Boy by David Levithan
Totally Joe by James Howe
Will Grayson, Will Grayson by John Green & David Levithan
The God Box by Alex Sanchez
Putting Makeup on the Fat Boy by Bil Wright

Wednesday, April 11, 2012

Customer Service in Public Libraries

I'm currently enrolled in a seminar on public libraries where we consider the more philosophical issues of librarianship, along with our place in local politics and the community. When the time came to choose a presentation topic, customer service immediately leapt to my mind. Among my many previous jobs, I have been a customer service supervisor at a movie theater, supervisor at a craft store, and a specialist at a book store - all extremely service-oriented jobs where customer service was not only my top priority, it was my job to make sure it was everyone else's priority, too!

Considering my history, it is not surprising that customer service in public libraries has become an interest of mine, especially in applying retail models of service to public library work. I've been to several libraries where service just isn't a priority - either staff are overworked and cramming to get everything done, or the organization doesn't create a culture of service. I wanted to take a look at the attitudes toward service in libraries, see what others had written, see if there was research proving that retail customer service practices could be successfully applied in libraries.

It turns out that the amount of library-centric service information is smaller than I would have thought, compared to most other research areas in librarianship. After all, we are a service profession at heart! Is it being taken as given that if we become librarians, we automatically care about service and know how best to interact with our customers? It shouldn't be.  It takes awareness, training, and conscious effort to provide world-class customer service, and I personally believe that providing that high level of service should be our number one priority. After all, without the human element of libraries, we are no more than a warehouse of books and computers!

I've compiled some resources on customer service and related topics for my presentation and decided to share them here as well. Much of the best information is in print only, but below I've linked some wonderful web resources to get us thinking about service as an essential part of librarianship.

Best Practices for the Customer-Focused Library
Public Library Customer Service Tips
Love the Customers Who Hate You
Stores and Libraries: Both Serve Customers!
Not-So-Secret Keys to Great Customer Service: perspectives from library professionals.
The Power of Hello: from NPR's This I Believe series.
Am I Obsolete? How customer service principles ensure the library's relevance
Top Ten Customer Service Skills for Library Staff

Sample public library service policies:
North Adams Public Library | Appleton Public Library | Falmouth Public Library | Flagler County Public Library

What else belongs on this list? Leave me a comment and let me know!