I’m always on the lookout for signs that assist customers by
(a) providing information at the point of need,
(b) framing that information from the customer perspective, and
(c) speaking to outcomes whenever possible.
Here are two recent examples:
The sign at a hospital driveway near my house now says Chest Pain Center instead of Cardiac Care Center. The patient no longer has to make his own diagnosis before choosing a parking spot. By that logic, would Reference be re-labeled Curiosity? Would Circulation be re-labeled Ready to Check Out?
The trash cans at the California Academy of Sciences are arranged in banks of three and labeled Recycle, Compost, and Landfill. Not Trash, or Garbage – Landfill! What a great way to get people to think about the consequences of their actions. With this approach, Reference might become Assistance, or Answers, maybe even something like Information Insurance.
I mentioned these ideas to a colleague at ALA Midwinter and heard that the reference librarians at her institution are fine with a sign that says Questions, but are very uncomfortable with one that says Answers. Interesting. Maybe that particular desk should be labeled No Guarantees.
–Joan