The Importance of Signage or "What I Learned Observing the Reference Desk"

I recently had the opportunity to observe Reference Librarians working the desk. During my observation, I learned the importance of good signage.

One of the most common tasks the reference librarians performed was to help patrons get their computer print-outs. In one case, one of the two librarians was away from the desk for fifteen minutes helping someone print something while real reference calls came in and people lined up.

The only sign on the computers was one that said Printouts $.15 each at Ref Desk. If I was a patron, I would assume that I could retrieve my printouts from the Reference Librarian. But no, the printouts were not at the Reference Desk. Printouts had to be retrieved from the Print Station. The Print Station was 10 feet away from the Reference Desk.

Here's how printing works at this particular library:

1. Patron jots down the Computer Number on the computer s/he is using.
2. With change in hand, the patron proceeds to the computer station labelled "NEW PRINT STATION."
3. Patron places money (not sure how much is required) into the other machine to the left of the Print Station.
4. Patron waits for the screen on the Print Station to respond to the fact that money has been deposited by displaying a screen asking for the Computer Number.
5. Patron types in the Computer Number.
6. The Print Station displays all the print jobs associated with that Computer Number's print queue
7. Patron identifies the print job s/he wishes to print and ensures that enough money has been deposited in that other machine to cover those costs, then presses Enter.
8. If all goes well, out comes the print job.

It's a complicated process that could be made much easier with some good signs. Here's some suggestions:

On the Computer -- "Print-outs ($.15/page) available at Print Station. Write down your Computer Number to view print queue."

On the Print Station -- "Deposit $.15- $.25 into dispenser to begin. Enter Computer Number when prompted."

Just two signs and what a difference they would make. Maybe then the Reference Librarians could spend their time answering reference questions instead of providing technical support to printing patrons.

FYI, there's going to be a conference April 8-10, 2006 at Cerritos Library called "Better Together: Creating Partnerships for Community Learning." One of the four main activities planned at this conference focuses on "interactive navigation and wayfinding techniques in physical facilities." I guess the library I observed isn't the only one missing out on the enormous benefits of good signage.

Though the site isn't up yet, more info on the Better Together conference will eventually live at http://www.btconference.info.