[Publib] Fighting burnout and cynicism

[James Casey]

At Circulation Desks, where angry patrons dispute fines and threaten
staff with retribution, the stress levels may be considerably higher
than at other desks where one is able to "help" rather than disseminate
bad news.  Whenever I am called to deal with an "irate patron" it is
usually the result of some interaction at the Circulation Desk.  

 

One of the approaches I am considering for reduction of stress levels at
the Circulation Desk is to push for the adoption of software that would
enable patrons to access their borrower records online and use credit or
debit card to pay their fines.  The technology is already available ---
and has been for a while --- but not immediately so with our consortium
ILS.  I am increasingly convinced that 50% of the unhappiness of patrons
paying fines and penalties at the Circulation Desk is the result of the
inconvenience of the patron who has had to travel and spend time dealing
with a "penalty related" transaction that could more easily and
painlessly be dealt with online.  

 

James B. Casey --- My own views

 

 

________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Mary J. Soucie
Sent: Tuesday, May 09, 2006 2:23 PM
To: publib at webjunction.org
Subject: RE: [Publib] Fighting burnout and cynicism

 

I often get more burned out from dealing with petty staff issues than
with the patrons. Working with the patrons rejuvenates me and reminds me
why I became a librarian. 

 

Mary J. Soucie, MLIS

Library Director
Wilmington Public Library District
Visit the world @ your library(tm)
201 S Kankakee St, Wilmington IL 60481
815-476-2834 Phone
815-476-7805 Fax
mailto:mjsoucie at wilmingtonlibrary.org
<mailto:mjsoucie at wilmingtonlibrary.org> 

 

 

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