Multnomah County Library is meeting uniquely high patron demands by deepening librarian-reader relationships through personal service, delivered online. Algorithm-driven platforms like Amazon and iTunes dominate daily life and increase our patrons’ expectations of immediacy and convenience. More of our patrons now use the library online than in person. The resulting challenge and opportunity is this: How can Multnomah County Library become the go-to source for finding that next great read amid rapidly changing patron demands? My Librarian marries modern tools and technologies with the human touch that is the essence of library service.

“Wow... I love the authors and titles you came up with and I am so excited to try them! It is like you know me or something.” — a My Librarian patron

My Librarian allows readers to select a “personal librarian” for tailored reading recommendations in person or via phone, email, chat or text, again and again. Its picture and biography-focused “menu” of dedicated staff showcases real people who are ready to help. My Librarian is made possible by a Paul G. Allen Family Foundation grant to Multnomah County Library and The Library Foundation. The effort was informed by research, focus groups and website usability testing. The library worked closely with funding partners to design, implement and formally evaluate the project. My Librarian was built in-house using an open source platform.

Since its April 2014 launch, My Librarian has delighted patrons, renewed staff excitement and improved coordination in virtual settings. My Librarian has succeeded in creating a meaningful conversation between readers and librarians. The My Librarian team has created 1,548 custom reading lists for patrons (913 through online requests, 635 lists at community events) since the program’s inception. Major positive outcomes captured in an October 2014 evaluation survey include:

• 90% of respondents agreed that staff assistance was “friendly,” “thoughtful,” “timely,” “relevant” or “engaging.”
• 95% of users were satisfied with their My Librarian experience.
• 81% had read one or more of the books recommended.
• 78% said librarian profiles on the library website were influential in their decision to try My Librarian.