Friday, July 18, 2008

Award Nomination

This morning I received a huge surprise; my colleagues had nominated me for the New Staff Member Award! This award is given to a staff member who "demonstrates exemplary service" to patrons within his first two years of employment with the library. "Exemplary service" includes a commitment to ensuring that patrons receive the information that they need, scheduling new, creative programs, and marketing the library with enthusiasm. Although the winner of the New Staff Member Award was announced at our recent Staff Day, I feel honored to have been nominated.

I am so fortunate to work with such caring, thoughtful people.

Monday, July 14, 2008

Ahhh....Real Reference

What a fantastic morning it was. Mondays are usually busy, but today was a special kind of busy, a sweet treat. The library was filled not only with patrons checking out and returning materials, but also with what has become a rarity - people needing research assistance.

Actually, I shouldn't say that reference questions have become a "rarity;" we haven't quite reached that point (and, in all honesty, I don't believe that we will). We still receive them regularly, but never do they come as frequently as they did today. It felt great; I love the challenge of answering real research questions, of solving a mystery for someone, of improving a person's day. Using my love for research to help people - it's the reason that I entered the library profession.

Who did I work with today?

- An older gentleman searching for a recent article on aortic valve replacement,
frustrated that he was unable to locate it through Google

- A woman concerned about the stability of Wachovia Bank

- An art major who needed criticism of Matisse's paintings

- A man who wanted the contact information for a postcard publishing company in
West Nyack, New York (the organization had merged with a similar company in
in Missouri years ago)

- A disabled woman who had been diagnosed with cancer. She wanted to know if there
is a "best" state for people with her condition to live in. Her doctor had
suggested that she leave New Jersey.

I love the variety. Every day should be like this one!

Monday, July 7, 2008

Ms. Nasty

On Thursday, just before I left for the long holiday weekend, I had the great misfortune to deal with the worst patron I've ever encountered (and I've been working in public libraries for thirteen years). I'm going to call her Ms. Nasty, because only an insane person would marry a woman of such temperament. I'd use more colorful language to describe her, but I want this blog to maintain some professionalism.

Before I begin to describe my interaction with Ms. Nasty, I need to explain that our procedures differ from those of many other libraries. Our staff works as a team; the circulation staff answers basic reference questions, and the librarians perform some circulation functions. Patrons appreciate this system because it's a time-saver; usually, they don't have to wait to speak to one particular employee. Only if they ask an in-depth reference question, or have a question regarding a heavy fine, do they need to speak to a librarian or to a supervisor.

When the phone rang that fateful morning, I gave our customary greeting: "______ Branch Library. How may I help you?" Immediately a storm of rage roared at me from the caller. Why didn't I identify myself and my department? Every library in the world has employees who do that! She didn't know who she was speaking with! Who was answering the phone? How did she know that she had the right department?!

Had Ms. Nasty phrased her questions in a more civil manner, I'd have been happy to explain our procedures to her. And I did try. But that only made her more furious. Her tone was condescending, as though she were reprimanding a child. What was even more offensive, though, was the fact that she was loud and yes, downright abusive. When I attempted to pacify her by acknowledging that I would pass on her suggestions to a supervisor and asking her to tell me her question, she snapped "I'm not finished yet. You don't understand what I'm saying!"

When she had finally exhausted her energy, she told me the real reason that she had called the library: she simply wanted a telephone number for a municipal department in a neighboring town. Even as I searched the Web for the information, I tried to joke with her. But Ms. Nasty refused to respond. As soon as I gave her the phone number, she hung up on me.

Barely concealing my own anger, I told my colleague that I needed to leave the desk. Few patron interactions bring me to that level (most, of course, are friendly and pleasant, otherwise no one would remain in public service for long). But at that moment, as I was shaking and seething, every patron around me resembled Ms. Nasty. I had to escape. I ran out the door, moved as far away from the building as I possibly could, and screamed at the top of my lungs.

When I calmed down enough to return, I mentioned Ms. Nasty to every staff member I encountered. Apparently, she had "discussed" our procedures with two other employees prior to my own conversation with her. What this woman didn't realize was that her question could have easily been answered by the first person who answered the phone - but her superior, condescending attitude resulted in quite a bit of wasted time (and extreme fury).

Later, as I thought about the encounter, I wondered why I had tolerated Ms. Nasty. We need to respect our patrons, but our patrons also need to respect us. The unwritten customer service code of ethics does not demand that we tolerate abuse.

What I should have said, politely but firmly, was "I'm very busy at the moment. Please call back when you are ready to have a civil conversation," and hung up the phone. Other, less polite phrases - including the truthful ("The professional credentials of the staff member who is trying to assist you are not your business") -come to mind, too. My anger at my own willingness to appease Ms. Nasty - a person who very clearly did not want to be appeased - grew almost as great as my fury at the patron. Not only did she enjoy the satisfaction of repeatedly insulting me and the library while I timidly apologized, she received the answer to her question.

Perhaps at the time I was so livid that I could not control my emotions enough to give a "polite but firm" answer. Maybe if I had responded to Ms. Nasty rather than tolerating her, I would have lost my temper - and hence behaved both unprofessional and as reprehensibly as she had. It may have been better that I didn't react. But it still hurts that I didn't.

Dear Ms. Nasty,

Your behavior toward the library staff on Thursday, July 3, was unacceptable. Just as our employees are expected to show courtesy to the patrons they assist, our library users are expected to treat our staff members with respect. Service will not be provided to those who demonstrate anything less.

Should you have questions regarding library procedures, you must discuss them in a calm, rational manner with the staff. Screaming, demanding, and similar actions will not be tolerated.

Sincerely,

The Supervisor of the ___________ Branch Library

Thursday, July 3, 2008

Are You Open Tomorrow?

I understand when patrons ask us whether we're open on holidays such as Veterans' Day and Election Day. After all, some municipal offices, banks, and schools close on those days; others remain open. They're federal holidays, but are not necessarily celebrated by everyone.

But the Fourth of July?! The fact that the library is closed tomorrow should be obvious. American citizens will be celebrating the nation's birth with barbecues, day trips, and fireworks. Of course we'll be closed!!

Although we have posted signs noting our one-day closure (and assuring the public that we will be open on Saturday), we've been receiving a surprising number of inquiries. Thankfully, though, no one has complained.