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Library worker a juggler, not a 'shusher'

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Contributed by: Michelle Cingrani on 3/20/2008

Editor's note: Visit our Faces of South Metro page, where YourHub.com staff and readers can introduce you to more people who make this part of the metro area what it is.

Due to the evolution of libraries from the hushed institutions of years past to the hustling community centers of today featuring the latest books and DVDs, computers, classes and programs, Arapahoe Library District (ALD) Patron Service Specialist Sherry Fritz describes her job as closer to a juggler rather than the professional "shusher" and "due date stamper" of yesteryear.

Fritz, a resident of the Centennial area for 35 years and ALD staff member for 21 years, works at Southglenn Library,7500 S. University Blvd. Just like in every business, libraries have seen dramatic changes in staff duties since the onset of the Internet more than a decade ago.

For ALD staff like Fritz, most days are not typical, but a test in multi-tasking abilities to ensure patrons receive outstanding service whether they are visiting the library, calling on the phone, or at home using the online services available at www.arapahoelibraries.org.

After arriving at 8 a.m., Fritz ensures that the collection and equipment are ready before opening the library at 9 a.m. The day is off to a running start shortly thereafter as families, researchers, job hunters, small business owners, study groups and more arrive to access the varied resources the library has to offer.

She shares how she and other staff field a variety of questions and requests for information. At one time she may be assisting a patron registering for a library card online while showing another where the DVDs are as the phone rings nearby. As a co-worker answers and signs the caller up for a tax session, Fritz is freed to assist two young girls waiting patiently in hopes of locating the all-coveted princess books they were in search of.

Meanwhile, the earlier customer has found the DVDs, but would also like help accessing tax forms online from Ohio. While assisting, Fritz also may be flagged down by a nearby computer user asking for help with downloading pictures from his camera. The patron appreciates her help so much that he asks whether she might assist in setting up an eBay account for him?

"Each individual request is a quest taken seriously by library staff," Fritz said. "While it is essential to appreciate books and media in this job, staff must also be tech-savvy to better serve our patrons."

During rare quiet moments, Fritz maintains the fiction book collection and designs creative displays featuring the latest books and media. To stay on the cutting edge of the Wii gaming technology, she has dropped in during one of the library's teen game nights. This time she was the one appreciating the knowledge shared by a savvy teen patron.

"At the end of the day, I am satisfied knowing that my role combines hospitality, service and knowledge sharing," Fritz said. "In addition to providing customer service, we work to build lasting relationships with our valued patrons."

For more information, call 303-LIBRARY (303-542-7279) or visit www.arapahoelibraries.org.

Michelle Cingrani works in the communications department of the Arapahoe Library District.

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