Troubleshooting

What scares bookchain members off?

The success of the bookchain is very much dependent on the attitude of the frontline staff in the library. If the frontline staff are not helpful and friendly, it puts bookchain members off, and they may not take part a second time round.

Try to ensure that bookchain members do not get any of these answers from staff on the library counter.

  • ‘I don’t know anything about that.’
  • ‘You can’t take that book, it’s reserved for someone else.’
  • ‘I can’t find the book, it may have been shelved. Go and have a look.’
  • ‘These books are a real nuisance, they take up too much space.’
  • ‘I haven’t got time to deal with this.’
  • ‘You’ll have to ask Sue, she’s in next week.’

Keeping staff in the loop makes them feel valued and involved and that will ensure a good service for the bookchain members.

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What do we do if a bookchain member is taking longer than the three-week issue period to read a book?

This only becomes a problem if another bookchain reader is waiting for that book. Don’t hassle the first reader – there may be a very good reason why it is taking them a while to read the book. Better that they finish the book than have it taken from them. However, do make sure that they know they don’t have to battle on with a book they really don’t like.

Try to access another copy of the book for the waiting reader – and give them a spare comments sheet. They will get to see all the other readers’ reactions when the comments are displayed on the noticeboard, and if the first reader returns the book before the second reader has finished, you can always post the comments sheet onto them.

Aim to be flexible with the bookchain rules and always look for solutions that will keep all readers satisfied. If you know there will be a long book in the chain, try and anticipate the problems this may create and reserve another copy at the outset.

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What do we do if one bookchain reader is rude about another reader’s choices?

This is a tricky one. While we want readers to feel free to be honest about the books they read – whether they loved them or hated them – they must also respect other readers’ choices.

It’s the difference between:

‘I couldn’t finish this book. I don’t like books with violence or bad language and this had both. It upset me.’

and

‘This is a sick book for sick people. I can’t imagine a normal person wanting to read it. I think it should be banned,’

The first comment is personal and written about the way the book made the reader feel and why. That’s fine – and we should encourage readers to articulate these feelings.

The second comment is a clear judgement on the person who chose the book and must be challenged. The bookchain organiser has a responsibility to explain to the reader that his/her comment is not acceptable and why. Give them a chance to re-write the comment without the personal attack on the reader who chose the book. If they refuse to do this, withdraw the comments sheet and remove the offending comment and explain why.

Remember, the job of the library is not to censor the books on its shelves but to buy a wide variety of books for a range of reading tastes. You can always quote your library authority’s official position on this. The responsibility lies with the adult reader to put down a book if it offends them and return it to the library.

The bookchain is about trying new things and taking risks with your reading. If you don’t like the book, you can say so, but don’t carry the criticism over to the person who selected it.

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How do we avoid staff shelving bookchain books?

  • Ensure that all staff (including relief and part-time staff) are kept fully informed about the bookchain. Use staff briefings as well as written memos and information sheets.
  • Set aside a separate space for bookchain books under the counter and mark it clearly. Use a box so that they don’t get mixed up with returned stock.
  • Use small stickers (on the inside or back cover of the books) and on the reader comments sheets to identify which chain both belong to. (For example, a small blue sticker.)
  • Print reader comment sheets on coloured paper to make them stand out.
  • If the bookchain organiser is not a member of frontline staff, appoint someone who is to take responsibility for the smooth running of the bookchain on a day-to-day basis.
  • If a book does go missing, make it a priority to find it straightaway. If it doesn’t turn up, try to give the reader another copy.
  • Ask counter staff to look out for any missing bookchain titles as borrowers bring their books to be issued. The stickers will help here.

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Some bookchain members read very quickly and get bored waiting for the chain to finish. What can we offer them to keep them reading?

You could put together a box of books called Loose Links. If a bookchain member has read all the books in their chain, you could offer them a ‘dip’ in the Loose Links box. Don’t forget to give them a spare comments sheet to record their response to the book.

Choose more unusual books for the Loose Links box. This is your chance to promote less mainstream library stock or new authors – and get some issues on titles which readers haven’t found for themselves.

Display the Loose Links reader comments in the same way as the bookchain comments.

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