Cruel to Be Kind
"What's wrong with me today? I actually helped a patron."
I just picked up the October 2008 issue of the American Libraries magazine. Now, I’ve never held the ALA in high regard, but I find this month’s cover story timely and articulate. The argument: Libraries retain incompetent employees (from directors who implement and insist on promoting irrelevant pet projects to lowly desk Librarians that provide poor customer service).
“There are three types of organizations: Those that meet the needs of those we are supposed to serve, those that meet the needs of the director or persons in power, and those that meet the needs of a dysfunctional system or the collective neuroses of the staff.”
The last, author Miriam Pollack goes on to define; “Individuals do not or cannot perform the functions of their jobs, and no one is doing anything about it. Duties are taken over by those able to do so, thereby overworking competent staff. We allow those individuals to remain in their jobs, stressing other workers and bringing down the morale of departments or the organization as a whole.”
While I believe most organizations suffer from the grandiose pet projects of one or a few of their “Peter Principle” managers, these projects can usually be circumvented with a little creativity. When the legs of the organization decide or are unable to function, that’s when things start to crumble.
And yet, Libraries retain these employees. According to Pollack, this can be attributed to our collective non-confrontational attitudes. “We would rather be miserable and live with a difficult employee than face the problem.”
Sadly, I have to agree with this assessment, based on various personal experiences. One employee, within a library or other departmentalized organization, raises concern when he/she: is tardy, unwilling to perform work duties, or displays a generally aggravating or negative work ethic. Often, I have witnessed bickering and complaining from over-worked or morale-shot coworkers. However, the issue is compounded when no one affected by this behavior speaks up about it to management. Some feel it is not their position (they are low on the corporate hierarchy) and others simply don’t want to make matters worse or become know as trouble-makers.
This non-confrontational approach often has the opposite effect. The problem employee continues to display poor customer service and patrons/customers will notice. Competent workers become disaffected or disenfranchised.
How is such a problem to be tackled? Pollack suggests assisting staff members in getting help or with moving on. “Often, our staff members need assistance dealing with psychological and social issues. We are not psychologists or social workers, and we need to direct those individuals to appropriate professionals. If your organization is a member of an Employee Assistance Program, encourage the use of that service.”
Good advice. But what if the employer is not part of such a program, or if the problem employee is not eligible for such a program? How might the person react to such a suggestion?
Any other suggestions? Has anyone else come across a similar problem? Was it (and how was it) resolved or was there a “wait and hope X employee gets a job somewhere else” attitude?”
Overdrive’s Digital Bookmobile @ Somerset County Library
The Task Force recommended a similar vehicle – a mobile technology trailer – as part of their findings presented at NJLA 2008. Our proposal envisioned a trailer that highlighted: digital features available from libraries across the state offer (including digital downloads: music, movies, book, audiobooks), gaming equipment, computers (also offering computer instruction), etc.
Overdrive’s trailer was certainly impressive but it spoke to only one vendor, offering one type of service. It was clearly geared toward adults (let’s not forget the kids!!) and there was really no place for detailed instruction. So, it provided a good model for something the state could use (a mix of the traditional bookmobile with a high tech interior)… Regarding Overdrive, the ease of installation and usuablity is questionable. Online Library services still have a long way to go.
- A picture of the enormous trailer that is the OverDrive Digital Bookmobile.
- This TV, and two others inside the trailer, run on a two minute loop, introducing people to OverDrive and its services.
- This gentleman led us on a tour through the trailer.
- Information panels were found throughout.
- Computer stations were set up throughout to allow users to browse (and listen to) the collection. There was a heavy emphasis on ease of use.
- A table with various hardware for storing digital downloads was a good idea but corporate sponsorship would have been even better. Why promote other products for free?
- Our guide explains how to use the video download feature.
- Information, quotes, and statistics lined the top walls of the trailer. Very nifty.
- The video download feature display.
Library Funding: An OCLC Report
OCLC was awarded a grant from the Bill and Melinda Gates Foundation to explore attitudes and perceptions about library funding and to evaluate the potential of a large-scale marketing and advocacy campaign to increase public library funding in the U.S. The findings of this research are now available in the OCLC report, From Awareness to Funding: A study of library support in America. Though this study was based on data from the United States, there are findings in the report that could be applicable to any library seeking to understand the connections between public perceptions and library support.
Among the findings from the report:
- Library funding support is only marginally related to library visitation
- Perceptions of librarians are an important predictor of library funding support
- Voters who see the library as a ‘transformational’ force as opposed to an ‘informational’ source are more likely to increase taxes in its support
The report suggests that targeting marketing messages to the right segments of the voting public is key to driving increased support for U.S. public libraries.
Read it here.
Time: Palin Tried to Ban Books from the Library
In an excerpt from a Time Article:
John Stein, former Alaskian mayor, “says that as mayor, Palin continued to inject religious beliefs into her policy at times. ‘She asked the library how she could go about banning books,’ he says, because some voters thought they had inappropriate language in them. ‘The librarian was aghast.’ That woman, Mary Ellen Baker, couldn’t be reached for comment, but news reports from the time show that Palin had threatened to fire Baker for not giving ‘full support’ to the mayor.
Read more at Mayor Palin: A Rough Record
Libraries as Conversation
Why I adore Dave Lankes, my former Prof.:
“Libraries do what we tell them to do because they’re people driven organizations. Librarians are what make libraries… If we want the library to really reflect the user, the patrons, the communication, the human part of knowledge, that’s a decision we make. And those decisions are how we structure libraries and how we create libraries and how we innovate… And everyone from people manning the desk, to running the library, to working the budget are in charge of figuring out what that future’s going to be.”
Summer Program: Beads, Bracelets and Bobbins
Another one of my most successful programs this summer was my Beads, Bracelets and Bobbins program. Due to the nature of the program, it allowed for only 12 kids a session. Due to high demand, I held the session 3 times, but could have easily filled a fourth session.
I helped kids ages 9-11 (the Department was focusing on attracting tweens this summer – my favorite age group) make friendship bracelets. I covered everything from the simple (Chinese Staircase, Cross-knot friendship) to the more complex (Zig Zag variation and Arrow Pattern). The kids caught on quickly and soon conversation flowed. My third session dismissed after 2 hours, the kids were so reluctant to leave!
Tip: Create a poster with samples of the styles you will be teaching or that the kids can aspire to. It gave them a goal to work toward and helped them visualize what they needed to accomplish. I have this poster on display and it really attracted attention. You can see the blue poster in the pics below. I gave away these bracelets as raffle prizes at the end on the session!
(Above) I am helping Damaris tighten up her knots.
Summer Program: Guitar Hero III Tournament
I recently held a Guitar Hero III Tournament for kids ages 9-11. The kids competed on three different levels (Beginner, Medium and Expert) to preselected songs. Each round featured a different song but all contestants played the same song. Brackets consisted of 16 players – single elimination style. About 42 kids participated in and 50 adults watched this hour long event.
Top prizes were: Beginner – $5 Best Buy gift card and free book, Medium – $10 Best Buy gift card and free book, and Expert – $20 gift card and free book. S.A.I.L. (Service and Achievement in the Library) Teens ran two stations while I ran the Expert station. It was so well received that I am holding more extensive Guitar Hero tournaments in the Fall.
One big tip - Use guitars with wires. The wireless ones take too long to synch and gamers were concerned with their functionality.
Here are some pics of the event!
(Above) Our Expert Level winner, David
The Library in Children’s/YA Literature
May 5, 2009 at 8:25 am (Commentary) (libraries)
The last two books I read mentioned, in some context, the Library. It got me thinking about how libraries are referred to in children’s and young adult literature. Are libraries (and librarians) represented in a positive, neutral or negative light? How frequently are they mentioned? How did I perceive libraries as a child/young adult?
From what I can remember, my childhood impression of libraries was positive. I recall my first trip to the public library occuring sometime around third grade. My father took me and I signed my name to my very own bright yellow plastic Library card. The first book I remember checking out – The Hobbit by Tolkien.
The earliest I recall reading about libraries and Librarians in fiction was when I read Matilda by Roald Dahl in fifth grade.
The Library opens worlds to Matilda and Mrs. Phelps, a quiet woman who minded her own business, was her gentle guide.
In The Aurora County All-Stars, House wants to learn all about his favorite left-handed MLB pitcher, he “had even gone to the Bay Springs Library to look up more about Sandy Koufax. Miss Dena DeRose, the librarian, had found articles from old Life magazines to share with House” (p 77 – ARC).
In Zarr’s yet-to-be-published Once was Lost, Sam wants to fix up her back yard saying, “I could make this yard look like the one at New Beginnings. All it would take are some supplies and time and maybe a book from the library telling me how to do it” (p 3 – ARC).
I can also recall the Library being used often by Hermione Granger in the Harry Potter series; the librarian a typical shhhhh-ing woman.
My high school library was a sanctuary away from the sound and fury of the hallways, cafeteria, and gymnasium. During college, it was a free ticket to the Dean’s list (Need an essay? I’d spend one day spinning published critical reviews together to make that 12 page paper! Cake.).
What have you read that mentions libraries/librarians in literature? How did it effect your perception of our beloved institution?
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