Speakers: Beth Ardner, Manager of Distributor Relations, Credo Reference; Deirdre Costello, Associate Platform Manager, Credo Reference The age of librarians toiling away in dust and silence is long over - if it ever existed at all. Librarians are in touch with different groups almost constantly, and librarianship today requires some serious communication skills. Whether it's other librarians, administrators, users, publishers or vendors, librarians have to juggle several different vocabularies to make sure they're communicating as clearly as possible. We'd like to draw on our sales, publishing, usability and web design experience to help build some guidelines and answer questions about communicating with some of these groups. This seminar will focus specifically on communicating with publishers, vendors and users, but we'd love to hear what you have to say about communication in libraries!

1. Library Language
Vocabularies for the Modern Librarian
Deirdre Costello Beth Ardner
Associate Platform Manager Manager, Distributor Relations
Credo Reference Credo Reference
deirdre.costello@credoreference.com beth.ardner@credoreference.com

2. Communication. Is it:
1.A library issue?
2.An institutional issue?
3.A community issue?
What are some communication issues
in your library? Do they reach beyond
the library?

3. Common Frustrations
• Difference in expectations
• Difference in opinion
• Perception of terms used
• Misunderstandings

4. The So What
The primary purpose of libraries is
to provide INFORMATION to their
communities.
Misunderstandings
mean they can't
function.

5. Who are we talking to?
• Users/Patrons • Other libraries
• Administrators • Publishers/vendors
• IT/Tech • Board of Trustees
Support • Other
• Other librarians stakeholders?

6. How are we talking?
Direct
Indirect
• Email • Reports
• Phone • Signage
• In person • Website
• Chat • Body language

7. Our Focus.
Deirdre: Users
Beth: Vendors
• Examples
• Best Practices
• Your stories
http://www.walkingpaper.org/5104

8. Examples: Signage
Signage is metadata about
librarians: it reflects attitudes,
priorities and assumptions about
users.
What do the following say?

9. http://www.buzzfeed.com/mjs538/passive-aggressive-library-signs/

10. http://www.walkingpaper.org/5104

11. Current Research
•
• Average user success rate for finding
articles: 52%*
• Improving vocabulary and writing
choices can increase success by
124%**
*Kupersmith, J. (2012). Library Terms That Users Understand.
http://escholarship.org/uc/item/3qq499w7?goback=.gde_687427_member_160788971#page-1
**Nielsen, Jakob. (1997). How Users Read on the Web. http://www.useit.com/alertbox/9710a.html

12. Current Research
Words commonly misunderstood by library users:
• Acronyms & brand names
• Periodical or Serial
• Database
• Reference
• Library Catalog
• Resource
• E-journals
• Subject categories
• Index
such as Humanities
• Interlibrary Loan
or Social Sciences
Kupersmith, J. (2012). Library Terms That Users Understand.
http://escholarship.org/uc/item/3qq499w7?goback=.gde_687427_member_160788971#page-1

13. Best Practices: Users
Understand your users.
• Comments, observations
• Catalog and website search logs
• Interviews, focus groups

14. Best Practices: Users
Use natural and active language.
• "OPAC" becomes "Find Books"
• "Databases" becomes "Find Articles"
• "ILL" becomes "Borrowing from Other
Libraries"

15. Best Practices: Users
Be consistent. This is harder than it
seems!
• Consistent terms
• Consistent symbols
• Consistent design

16. Best Practices: Vendors
The same rules for users apply here.
• Vendors are users too
• They don't know every library term
• Use natural language,
straightforward terms, and avoid
acronyms and brands.

17. Best Practices: Vendors
Be direct.
• Vendors aim to please and want to
know what you need.
• They are in the business of customer
service.
• You know your library best.

18. Best Practices: Vendors
Share your vocabularies.
• Vendors have to know corporate
vocabularies.
• Ask questions - learn their
terminology and share yours.
• All businesses have their own unique
internal vocabulary.

19. For Example...
Try out these terms from within the
book industry:
• Service Recovery
• Independent Reader
• SPO
• IPT
• TTF
• BINC

20. Other Areas?
Tell us about your experiences!
• Does your library have a policy on
language and vocabulary that you
would be willing to share?
• What are your experiences with
other stakeholders?
• Administrators • IT/Tech Support
• Board of Trustees • Others?

21. Conclusion
Communication is key to the success
of the library. Let's continue the
conversation!

22. Resources
Library Terms that Users Understand:
http://escholarship.org/uc/item/3qq499w7
Plain Language: http://www.plainlanguage.gov/
Walking Paper: http://www.walkingpaper.org/
Useit.com, Jakob Nielsen's website: http://www.useit.com/
In particular, his article on How Users Read on the Web:
http://www.useit.com/alertbox/9710a.html
Signage - better none than bad:
http://americanlibrariesmagazine.org/columns/my-
mind/signage-better-none-bad
Passive-aggressive library signs:
http://www.buzzfeed.com/mjs538/passive-aggressive-library-

23. Thank You!