Westport librarians can answer it all

If `knowledge is power,' some people might argue that the most influential individuals in town are the reference librarians at the Westport Public Library.

After all, they are the ones to go to for answers to questions on any topic.

In fact, last year librarians successfully responded to 220,000 questions posed by members of the community, said Library Director Maxine Bleiweis.

"The reference librarian is really your trusted source for information," said Bleiweis. "We operate under a code of confidentiality and we make no assumptions about why you're asking a certain question. We are not here to judge you; we only want to assist you."

Bleiweis noted that although all of the librarians are skilled researchers, each one has their own special areas of expertise. For example, Business Librarian Sylvia Shulman is adept at navigating around databases and other sources pertaining to this field of study. With the tight job market resulting from a dismal economy, it's no surprise that many job seekers are turning to reference librarians to help investigate corporations and businesses they are interested in applying to.

Specifically, one patron wanted to know where Quiznos Sub Shop's headquarters was located. Another person didn't know how to fill out an online job application.

Librarians are also finding that employed individuals have been looking for innovative ways to safeguard their positions. One person working in the non-profit sector needed some ideas for putting together a program to raise awareness about domestic violence.

On a more personal note, this year the librarians also had the opportunity to help a local grandmother pick out age-appropriate books and DVDs for a grandson that was coming to visit. "She didn't know what a 12-year old might enjoy but she wanted to have some things on hand when he arrived," explained Bleiweis.

The types of questions asked covered a wide range of subjects, from historical to artistic to humorous. Examples are: "Where is Vivaldi buried?"; "Is the opera in session in September?"; "Where could you get good care for Lyme's Disease in the Washington D.C. area?"; "What is Boston's Big Dig?" and "What is a poop deck?"

Bleiweis said that many local authors have called upon the librarians' expertise to ensure that their books' details are accurate.

"It doesn't matter what kind of question it is or why you need to know this information, we are here to help you find the answer," she insisted. "I am giving everyone permission to come to any of us with a question about anything. This is our job. This is what we are trained to do."

Patrons are invited to contact the librarians in person, by calling on the telephone or via e-mail. If they are interested in embarking on a more complicated research project, though, scheduling an appointment with one of the reference librarians is suggested. "We often like students to make an appointment so that we make sure that we have enough time to spend with them and get their projects off of the ground," said Bleiweis.

E-mail questions may be directed to ref@westportlibrary.org.

"We look at this many times a day so we won't miss any questions coming in," she said. "You don't have to write much. Sometimes it's just a simple email containing the statement, `I wonder....' that gets it all started," Bleiweis explained.

What usually happens, though, is that the answer to the first question, leads the patron to ask another question.

In most cases, a speedy response is given once a question has been posed to the librarian. "They try to get back to you within 15 minutes," she said. "At least, they will get the ball rolling by then."

Bleiweis added that it's nice, though, for them to have as much "lead time" as possible.

Although many people can begin their research at home using online search engines, such as Google, Westport Public Library's reference librarians have access to databases that one could obtain from their home computer.

A database that most people could not easily access on their own is Lexis Nexis. Containing specialized legal information previously only available through law firms, the database was recently purchased for the library by a local law firm, Bleiweis said.

Along with the ability to excavate extensive data, reference librarians in Westport provide a personal touch that one could not get from research conducted at home on their personal computer. This one-on-one collaboration produces speedy, high quality results.

"The difference is that we care," Bleiweis said. "You are dealing with a human being."

With an emphasis on customer service, Bleiweis leads her staff in providing a friendly atmosphere at the Westport Public Library.

"When I first came on board as director, I told everyone that their response to every request should be `yes,'" she said. "I said that I want you to treat our patrons as if you are on commission."

In fact, Bleiweis likens the role of the community's librarian with that of the old-time pharmacist often found in small towns. "He was the trusted professional that you would come to with your problems and he would help you solve them," she explained. "That's how it is with us. We are all trained to do this kind of work. It is our job."

She also acknowledged that people come to the librarians for assistance with "the harder stuff."

"Google is fantastic for so many things, especially the quick research," she noted. "Even with the more difficult research tasks, our staff can usually gather things for you in about 15 minutes. They will, at the very least, have started the process rolling."

Reference librarians could be reached by telephone at (203) 291-4800. The Westport Public Library is located at Arnold Bernhard Plaza, 20 Jesup Road, Westport, CT 06880.