In 2008, St. Louis County Library (SLCL) Reference Department saw a need to offer one-on-0ne instruction for the library’s patrons. When we launched the Book a Librarian service, the primary users wanted help with online job searching or basic computer assistance. By adding the Book a Trainer service, we were able to increase the number and depth of services offered. The technology instruction sessions are handled by the library’s Book a Trainer program while sessions related to the library’s databases or government document collection are handled by the Book a Librarian program. The Book a Trainer service responds to countless requests for assistance by patrons seeking employment. Job seekers represent a significant number of our daily library users and often they represent those most in need of technical training and guidance. Nearly every employment opportunity requires the Internet, not to mention online application processes of varying degrees of complexity and length. In recent years, the Book a Librarian service has become popular with small business owners, entrepreneurs, and job seekers throughout the region who want to learn how to research their competitors, prepare for job interviews, or learn how to use the census for data mining purposes. Whether a patron needs information about an office application, assistance with an online job application, or instruction in reference resources, one-on-one instruction offers a practical use of resources.

These services allow pairs patrons with experienced staff while learning in a one-on-one environment in 30-60 minute sessions. This format allows us to accomplish several things:

• Most patrons’ needs are met in a single session, with consideration of the patrons’ scheduling requirements. Day, evening, and weekend appointments are made available to accommodate nearly all requests. We offer Book a Librarian at our Headquarters location and Book a Trainer at all 20 branches (our trainers do the traveling).
• The Book a Trainer service allows us the opportunity to stay up-to-date with patrons’ technology needs across a wide socio-economic and culturally diverse clientele.
• Through both statistical review and anecdotal evidence, we are able to spot trends in customer use of various technologies, as well as project methods to increase our own efficiency.
• The Book a Librarian service provides the patron with basic information skills needed to use the library’s electronic resources while familiarizing them with the variety of resources available.
• This program helps us recognize our gaps in knowledge as trainers; and adjust, as needed, for the future. Trainers, upon discovering a new technological issue, rapidly share that information with the other trainers. This allows for brainstorming, experience sharing, mutual aid, and inter-trainer training.
• In a one-on-one session, staff have the flexibility to tailor their instruction to a specific person. This allows us to answer questions as they arise, in real time, regardless of the question.
• A final element is that patrons experience direct and personal value for their tax dollars.

With these services, we have been able to offer more personalized service to our patrons. Using an online form, patrons can set an appointment with a librarian at Headquarters or with a trainer at the branch of their choice. Since 2008, the staff involved in these services have worked with nearly 4,000 patrons. We promote these services when attending small business expos, at the library’s small business programs, through social media, in computer classes and on the SLCL website. Book a Librarian/Trainer sessions allow library staff to promote nearly every other service and program we offer. We can easily demonstrate the use of subscription databases, navigate our website, discuss upcoming author events, and share other library services with a patron that is keenly aware that they are our sole focus, at the moment. These services give staff an increased sense of value within the system and the community. Many of our students stop in to let us know they “got the job,” or “got the promotion.” Some have told us they feel more confident with other technology because we showed them “they can do it.”