When looking for technology to address a library problem, I was recently reminded of the tendency to look for answers in old, familiar places. However, that doesn’t always lead to a good solution to the problem at hand. Sometimes, the best answer to a library problem can be found in a different area entirely.
While reviewing safety practices following a few significant security incidents on campus, access services staff identified a need for a way to call other staff for assistance. In situations where it would be unwise to step away from the service desk to get someone from their office to assist, there was no good way to summon that help. These situations would include demanding patrons, suspicious behavior, or other activity that wouldn’t warrant calling campus police but should not be left for one person to deal with on their own.
In trying to find a way to address this need, existing library technology infrastructure was the obvious place to look first. The landline phones were considered but dismissed because they are not discreet to use and it’s not always readily known who is in their office and available to go to the desk. The service desk is also equipped with a “panic button” but that was ruled out quickly as well since it is connected directly to campus police. Its intended use is for more urgent, more serious situations.
The first step in expanding our thinking to find a solution was, pretty obviously, to look at devices specifically designed for security. However, those devices also proved to be a sledgehammer instead of the scalpel we were looking for. They were also prohibitively expensive.
Much like conducting a reference interview, we had to get past the question being asked and determine what the real need was. In this case, it was simply a way to alert others that assistance was needed. With that in focus, our head of access services identified a solution that works for us: a medical call button.
Technically designed as a way for people with mobility problems to call for assistance and avoid risking a fall, this device also answered our need. The small call button is mounted under the service counter and can be reached easily and discreetly. When pressed, it activates a quiet yet still noticeable chime in the office suite area behind the public service desk. It chimes until someone responds and resets it.
This device perfectly met our needs. Access services staff now have a way to call for assistance if necessary and the peace of mind knowing that help is easy to summon. As an added benefit, this medical device was significantly more affordable than alarms designed and marketed as security devices.
Sometimes, a library problem can best be addressed by technology that wasn’t specifically designed for libraries. This situation was a good reminder to look beyond the familiar for solutions.
