[Publib] Librarian Talents - Profits vs. Statistics

[Bookbitch]

How did giving good customer service translate to smarmy???  I don't
understand why this is such a difficult concept.  
 
I'm not advocating staffing libraries with bubbleheads with vacant smiles.
I'm just saying some librarians & some library support staff act like they
are doing library patrons a big favor by doing their jobs.  
 
They seriously need to get over that attitude.
 
Sheesh.
 
Stacy Alesi
Library Name *Censored*
Boca Raton, Florida
(& MLIS student at USF)
 
I am the BookBitch 
 <http://www.bookbitch.com/> www.bookbitch.com 
Giving away almost 50 books this month, including POWER PLAY by Joseph
Finder, THE WHEEL OF DARKNESS by Douglas Preston & Lincoln Child, and 8
signed thrillers!
 

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From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Robert L. Balliot
Sent: Thursday, August 09, 2007 12:53 PM
To: 'Kathryn Bloomberg - Rissman'; 'Judith Turner'; Publib at webjunction.org
Subject: RE: [Publib] Librarian Talents - Profits vs. Statistics



Greetings,

 

The 'happy patrons' argument is now being used to support the notion that
style 

is more important than substance.  The mission of libraries is to collect
and provide 

access to information and the intelligence to help interpret it.  I do not
know of 

any mission statement that includes 'happy'.

 

You can certainly make some people happy by giving away happy meals,
providing

happy people to serve them, and a happy colorful environment.  That would be

a good day a McDonalds.  However, what service would you have actually
provided?

 

I recall working at a small public library doing reference/systems/ and
cataloging

about twelve years ago.  Internet was just taking off in the publics.  One
of the

library users had developed interferon and was a patent holder for various 

blood tests.  I showed him how to use our resources so that he would not

need to travel over to Brown to do all of his research there.  He was very
happy

with the results.  It filled an information need that he did not know about.
It

extended the value of what he perceived we had to offer. He became a regular

library user for resources other than casual fiction.

 

I would not have known how to help him if I had not been trained in systems

and health science librarianship.  It had nothing to do with smiling at him
or

being smarmy.  It was matter of having the relevant skills and intelligence

that were required to identity resources and solutions.  The same was true

with entrepreneurs I have worked with who required business intelligence.
They

wanted results.  The same would be true of what law firms expect of their

researchers and librarians.

 

So, if you have the goal of making people 'happy' who are able to affect
your library,

who better than doctors, lawyers, inventors, and business leaders that can

speak on your behalf to the tangible and valuable services they have
received?

 

It seems to me that the value of smarmy is inversely proportionate to the

value of intelligence.  I think that speaks volumes of what leadership
values

in themselves.

 

*************************************************

Robert L. Balliot

1-401-441-5763

Skype: RBalliot

Bristol, Rhode Island

http://oceanstatelibrarian.com/contact.htm

*************************************************

  _____  

From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org]
On Behalf Of Kathryn Bloomberg - Rissman
Sent: Thursday, August 09, 2007 11:39 AM
To: Judith Turner; Publib at webjunction.org
Subject: RE: [Publib] Librarian Talents - Profits vs. Statistics

 

 

 

"Libraries do not get closed because their statistics fall, or because staff
haven't taken their Prozac or Valium or happy pills today. They close
because taxpayers cannot afford many luxuries given what they have to pay
for mandated services and basic protection, safety and environmental
constraints that must be accomodated.  It is not a popularity contest --
voters don't get to pick and chose which community services they will pay
for and which ones they won't.  Libraries do not have mandates, they have
missions, generally ones they define for themselves."  However, happy
patrons can have an impact on decisions.   When the City Council was
considering closing the Library to save 1 fire truck and its crew of 4,
there was a huge turn out of Library supporters both willing to stay until
midnight to speak at the council meeting and/or stand with "support our
library" signs.  The vote came down 4-1 in favor of the Library.  Probably
the first and last time the Library received funds at the expense of public
safety!!!

 

 

Kathy Bloomberg-Rissman

Director

Upland Public Library

Upland, CA

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