The UX team (Geoff and Chris) looked at a simple exercise that might ease us into the User Experience Universe. It is called the "No Log" and it is a simple data gathering activity:
"No" Log: Circ staff track the situations they say "No" to a patron while at the desk. It is that easy - simply record the question asked that you had to say "No" to on the sheet provided.
A "No" Log can help sensitize staff about how often we are saying, "No" and how we might be able to change a "No" to "Yes". This is not to suggest that we would right every "No" recorded, rather it might give us insight into patron's expectations and other real life library experiences. The list might provide an opportunity for some reflection in how we can change a policy to be more accommodating, provide training so staff can answer more "how-to" questions, or lead to a conclusion about a gap in the equipment that we provide.
The "No" list is a small action that might lead to some ground level revelations.
