Gabe the guest blogger

Here is a real letter sent to the LC:

24 January 2007

Mrs. Mary Jane Deeb
Library of Congress
African and Middle Eastern Division Chief
101 Independence Ave. SE
Thomas Jefferson Building, LJ 220
Washington, D.C. 20540-4660

Dear Mrs. Deeb,

My name is ____________, am a graduate student at the University of Wisconsin-Madison’s School of Library and Information Studies. Last Tuesday (16 January 2007) I had the honor of visiting the Library of Congress for the first time. Since I wish to specialize in managing and providing reference for Hebrew manuscript collections, the African and Middle Eastern Reading Room was my first stop at the Library after obtaining my reader card. The reason for my letter is alert you to treatment and the quality of reference service I received from a member of your staff, Ms. Sharon Horowitz.

Having conducted extensive independent research of illuminated Hebrew manuscripts in preparation for a Fulbright research grant, I was eager to conduct a codicological examination of the famous Washington Haggadah manuscript. When I arrived in the reading room I asked the receptionist if I might be able to speak to a reference librarian. After waiting approximately twenty-five minutes for a reference librarian to be located, I was granted a very hostile reference interview with Ms. Horowitz.

Upon meeting Ms. Horowitz, I politely asked about the process for requesting manuscripts. Without asking me any questions she said “you just tell me”. I told her I was interested in seeing the Washington Haggadah. When she brought me the facsimile, I clarified that I was interested in seeing the manuscript. “You want to see the manuscript?” She asked in a surprised and annoyed tone. Yes, I replied. “You want to see the manuscript?” She asked again incredulously and said “There’s a lot of forms you’ll have to fill out, you know”. After I consented to complete any and all required forms, she stormed off to get the forms and after taking a few steps away returned without any forms and begrudgingly told me I couldn’t see it because it was undergoing conservation work.

When I asked to see a second manuscript, she told me it was traveling and that I couldn’t see that either. I was appalled at her response after I asked to see a third manuscript: “What do you think this is? a candy store? I couldn’t believe what I was hearing and did not understand why she was speaking to me in this tone and fashion. Hoping to get some direction and clarification I asked whether the Library’s Hebrew manuscripts were available for consultation at all. She seemed very bothered and even upset by inquiries. She became progressively agitated as I asked for her help and soon began to address me in a very unprofessional manner and used a tone of voice that violated the silence of the reading room.

She told me that access to the manuscripts was only provided for legitimate research purposes. When I asked her what I had to do to prove that my purposes were legitimate she told me that I simply had to tell her so. So, I tried to explain I had a legitimate research purpose but she became very impatient and after more heated negotiations demanded that I tell her what I wanted and what I wanted to see. So in a panic, I pointed to a different manuscript on my checklist. “You want to see that?” she asked again in disbelief. I asked her why she was so upset by my questions. She repeatedly complained that she didn’t know what I wanted and that retrieving manuscripts would create a lot of work for her. I soon wondered whether what I was asking of her was indeed not part of her job.

When I named another item I wanted to see, she stormed off again and several minutes later came back with a series of internet print outs showing me how to access digital images of the last manuscripts I requested. After she explained the print outs to me she immediately asked me a very antagonistic way: “What, you don’t want these? Fine” before she could snatch them away from me I tried to assure her that I did want them. Again I tried to explain that I understood the capability I had of viewing these manuscripts remotely in digital form, but that I had made a special journey to the Library of Congress with the sole purpose of seeing a selection of manuscripts from The Hebraic Collection.

Eventually, I convinced her to show me two items from the checklist I had brought with me. After she brought me those two items I asked if I have time to request a third item before the reading room closed. In the same antagonistic manner she asked me “Are you suggesting we stay open longer for you?” For a moment I thought perhaps she was asking a genuine question, but then realized it was another manifestation of the animosity with which she handled the entire reference interview.

To Sharon’s credit, I must recognize that perhaps I should have been more familiar with the reading room’s policies or perhaps had sent a request for specific materials before coming to the reading room. Albeit begrudgingly, she did offer me some instruction in using the Library’s on-line catalog, brought me the Washington Haggadah facsimile, three items from the closed stacks and showed me the exhibition catalog for From the Ends of the Earth, which I had been unfamiliar with until then. Notwithstanding, the service I received for Sharon could at best be described as hostile.

Additionally, I found the reading room and its collections very difficult to use. I was surprised by the lack of librarian visibility in the African and Middle Eastern Reading Room, and by the fact that I could gain access to rare books without having to identify myself or fill out any form that registered which materials I requested. When I asked if a cradle or special handling equipment was available for safe handling of the material, Sharon’s answer was “No, just be carefull”. Furthermore, I was granted access to these precious materials without any curatorial supervision and did not receive any specification about where to return them when I finished.

With this letter I simply wish to notify you of my experience and hope it might help to improve public service in the African and Middle Eastern Reading Room as well as access to and stewardship of its collections. During my visit to the Library of Congress, I had the opportunity to use other reading rooms and found the service and usability of their collections to be like night and day in comparison to my experience in the African and Middle Eastern Reading Room.

I look forward to your reply,

___________________