True Meaning of Serving: Why over What!
The Story
Weeks ago I visited the Toronto Public Library at Scarborough Civic Centre.
I was learning coffee - specifically, how to brew great coffee at home. From my past visits to other tpl locations, I was already familia with the call number area, 600 - Food and Drink section. I went straight to the 600 field, quickly scanning the shelf in hopes to finding books about coffee.
Then, a thought crossed my mind: why not ask the circulation desk staff? First, they could find books quickly using the library system; second, I was ready for a conversation about my coffee interest in questions like, “Why” or “Tell me more about it.”
At the circulation desk sat an elderly woman with white hair and glasses, working in front of a computer.
I approached her and said I was looking for books about coffee, specifically those about brewing great coffee at home.
“I know where it is!” She replied confidently. Without hesitation, she stood up, and walked straight toward the shelves, leaving me at the desk.
For the moment, I wasn’t sure whether I should follow her or wait.
I decided to follow. She scanned the 600 section, murmuring, “I am sure they are here.” but found nothing.
“I will be back!” She said before walking back to the front desk computer.
I thought to myself, Shouldn’t you check the computer first?
When she returned, I started scanning the other side of the 600 shelf. Meanwhile, she rechecked the same section we had just searched, this time holding a note in her hand.
“No luck! Let me know what books you are looking for, and I will place a hold for you.” She said before walking away.
Feeling disappointing, I continued searching, and found five books about coffee including a coffee dictionary.
This time I got that the coffee books were in call number 641.337 to 641.877 range.
I was disappointed.
The circulation staff didn’t get the book I want, nor did she ask why I was interested in coffee.
She cared about what over why.
The Purpose
To me, the real meaning of library service is creating a welcoming space that encourages everyone to share their whys.
It is possible Ai takes full capacity in the future - not only locate books, but retrieve them to you.
But Wait, shouldn’t we care more about human connection in the age of Ai?
In Thrive, Maximizing Well-Being in the Age of Ai, the author quotes New York Times columnist David Brooks, “In the age of Ai, major in being human.”, and the skills that are going to be premium in the age of Ai are personal voice, childlike creativity, situational awareness, and the ability to connect (p.158).
If circulation staff cannot fully utilize functions of circulation desk, Ai could eventually replace them.
This may sound sensationalizing, but we should be aware of potential crisis, that if we don’t keep up with trends of Ai, we will be phased out.
As Thrive reminds us, “in the age of Ai, major in being human.”
A true and open library pro focus on not just finding but understanding - whys over what.
Making a true connection matters.