[Publib] How do you correct a coworker giving incorrectinformation?

[Linda Landi]

I ask this question in interviews too. My main motivation for doing so
is to see if the candidate prioritizes the patron getting correct
information over other concerns. IMO providing accurate, authoritative
information is paramount to the library's mission, so allowing someone
to leave the library without that when they've requested our assistance
in order to spare the feelings of a coworker is never OK (WHATEVER their
request). The pre-existence of procedure or policy in the library does
not lessen the value of knowing the attitude and priorities of the
candidate in advance.

There are plenty of ways of getting the right information to the patron
without making your coworker look like a fool. That's the kind of
response I'm looking for. Should the candidate get the job, they'll be
introduced to local policy and procedure, but knowing they have their
priorities straight and can practice them with tact gives me confidence
that the procedures will be carried out effectively.

I can't help but wonder if this issue is more problematic than it
otherwise would be because our profession is still so predominantly
female. It seems to me that women are more likely to be concerned about
hurting other people's feelings even when that intrudes on getting the
job done than men are. Something we might want to think about as we look
at presenting ourselves as professionals who have something more to
offer the public than Google or bookstores.

Just my .02,

Linda D. Landi
Head of Youth Services
New Lenox Public Library
120 Veterans Parkway
New Lenox, Illinois 60451
815.485.2605
http://www.newlenoxlibrary.org/


-----Original Message-----

I keep thinking about this question and this morning another point
popped in my head, which is that the question itself is very revealing
of the library. It suggests this (extremely common) situation has not
been addressed through policy, practice, example, and education but is
an issue each librarian will have to struggle through individually and
in an ad hoc manner. Just kind of an interesting thought.