[Publib] Management fads

[James Casey]

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Sue Kamm
Sent: Sunday, May 14, 2006 6:23 PM
Cc: Publib Publib Discussion
Subject: Re: [Publib] Management fads


I've read a lot of the books on "customer service."  The reason it 
doesn't work - at least not in my library - is that higher management 
doesn't subscribe to the premise that if we want our clients to be 
treate well, we need to treat our workers well.  This does not mean that

we strive to provide the same  level of service that was good with fifty

people of they have only thirty-five.  If we don't have the staff to 
keep a unit open 40 hours a week, we either close it or reduce the
hours.  
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"Treating our workers well" may not be an exact science where a
mathematical formula as to staffing levels, salaries and benefits can
tip the scales and render an unacceptable "customer service" situation
good.  Management should definitely try to treat personnel well and do
what it can -- within budget -- to provide positive working conditions.
We all know, however, that there are some staff who will never be
satisfied even with what many of us would consider to be envious salary
and benefits, and others who will bend over backwards despite shoestring
compensation.  Nor can any Management "solve the problems of the world"
when it comes to personal needs of staff.  Staff going through the
trauma of family difficulties, high energy prices, debt, divorce, family
health emergencies and expenses, etc. can't expect Management to solve
such problems.  That many or all of the patrons who come to our desks
might be facing the same kinds of crises or pressures -- and blaming
high property taxes on us -- goes without saying.  We can't solve their
problems either, but may be in a position to give some help or at least
a smile and positive experience.  

Some Managements are definitely chintzy and insensitive to their staff.
Others try very hard to do well by the staff and receive scant credit
for their exertions.  Whether they are or are not, however, the one
common denominator is that things won't get better for staff unless the
taxpaying patrons are inclined to support the Library and keep its
budget healthy.  Patron Satisfaction (I like the term better than
"customer service") is the best way that any Library can find the
resources and means to treat its staff better.  

James B. Casey --- My own views.
Oak Lawn Public Library
ALA Council Member