Hospitality

International symbol of hospitality "pineapple" by giniger on Flickr some rights reserved: https://creativecommons.org/licenses/by-nc-sa/2.0/legalcode

International symbol of hospitality
“pineapple” by giniger on Flickr
some rights reserved:
https://creativecommons.org/licenses/by-nc-sa/2.0/legalcode

There are people I have worked with over the years who seemed to me to be the definition of hospitable. They will bake dozens of batches of Christmas cookies to give away. They will organize a potluck and make sure everyone–the vegetarians, the gluten-free, the diabetics, etc–has something they will enjoy. They invite people to their homes, and when you get there the homes are immaculate and beautiful and comfortable and welcoming. They make you feel at home.

Hospitality comes hard to me. When I take on the responsibility for, say, providing breakfast for a visiting group to the library, none of the decisions come easily. Just picking out the kind of orange juice takes me ten minutes–pulp? no pulp? calcium? which brand is better? Is only juice enough? Maybe we need some cranberry juice, too. But maybe not. What if it spills? Is it too sugary? By the time I am done I will either have over-purchased or under-purchased, and I will be frayed and tired and sad in the knowledge that whatever I have picked is wrong. And I don’t normally fuss over things! It is hospitality that is my stumbling block.

It is so not-my-thing that I am startled to find that I want to talk about hospitality and libraries. We talk a great deal about customer service. We talk about promoting things in the library–collections, programs, services. We try to make things efficient, and we move increasingly toward having people take care of themselves through self-checks, and picking up their holds instead of asking for them. But I think we don’t talk nearly enough about hospitality.

I started down this road with a piece by Art Petty (thanks, kongtemplation@twitter.com!) that talks eloquently about how a mundane-to-unpleasant business flight became memorable through a flight attendant’s announcement of a passenger’s retirement. A great sermon this morning also spoke about hospitality, and made it clear that the essence of hospitality is not if you have picked the correct juice but is all about recognizing someone as a person.

Customer service is a fine thing, but there’s something fundamentally different about hospitality. Service emphasizes servant, and of course we are the servants of the taxpayers and shouldn’t forget that. But hospitality emphasizes welcome and making people feel at home. It might be a better way for public service staff to think of their work–that they are hosts in a way, and it’s their job to make patrons feel comfortable and that we recognize them as individuals, not cogs in a system.

However, Episcopal priest Jane Schaefer makes the good point that “True hospitality is sensitive to the needs of the person receiving it.” Not every patron wants to be greeted as they enter or wants the offer of help. You have to read body language and be sensitive to the signals a patron is sending out, so you aren’t interfering with someone’s privacy. But taking that moment to look and see how you can help, what a person might need (assistance checking out, say, or help finding where they are going) and taking that moment to chat may seem unprofessional, but might be the very thing that makes them feel that their time at your library was well-spent.

So, I guess I will have to revise my notions about hospitality. I will probably never be good at food-related hospitality since the decisions there worry me too much. But the true essence of hospitality has much more to do with being observant and kind, and I would like to see my library turn its attention toward creating a culture of hospitality. We can all use a little more kindness and attention, don’t you think?

 

Posted in customer service, Public libraries, Uncategorized | Tagged | 2 Comments

To support the common good

Like a great many other people this past week, I threw a little money in on a Kickstarter project to bring back Reading Rainbow. It has now far surpassed its $1,000,000 goal and is up to over $3,000,000 with some 89,000 supporters, after a mere three days. It’s not just nostalgia that is working to bring LeVar Burton’s project back–there are plenty of DVDs out there of the original Reading Rainbow, and they remain delightful. Anyone wanting to revisit the past can do so easily. No, it’s that people found that program to be a great way to get kids excited about what they will find in books–that the work of learning to read will be worth it if they get good books to read. So I am delighted to be part of a crowdsourced project that will get kids reading new books by new authors.

I mention this because I ran across a very disturbing article from the Huffington Post about libraries under attack by the Tea Party. It sums up a situation in Kentucky where the Tea Party is fighting public libraries in court to try to cut off their funding. It quotes one of the Tea Partiers as saying, “Our country was founded upon those taking action against tyrannic government.”

And here’s what’s funny. As one website puts it, Benjamin Franklin was “the original crowdsourcer.” He put together 50 people willing to pay 40 shillings each to buy books to share, thus creating the original public library. Their motto was  “Communiter Bona Profundere Deum Est” or, “To support the common good is divine.” That would be the Benjamin Franklin who is one of the Founding Fathers so beloved by the Tea Party and other super-conservative people. The common good was once considered a moral imperative, not an evil concept to be fought at every turn.

300px-Benjamin_Franklin_by_Joseph_Siffred_Duplessis1

Public libraries make it possible for people, regardless of income and circumstance, to share in the same knowledge as people with rich resources. Libraries have always been about access to information, and that is just as true now as it ever was. That information is now delivered in a wide variety of ways, not just books. Libraries have been around literally thousands of years in some form, as a way to preserve history and thought. They still support the common good, whether that is realized through kids who can come to the library and find the books featured on Reading Rainbow or through adults who come to the library to fill out a work application or who find the book that helps them plan their new business, or the program that brings them together with other people who share the same interest.

There are libraries in my own area that seem like they are being attacked from within by the super-conservatives, whether they call themselves Tea Partiers or not. It feels like we are living in dangerous times. What we need, clearly, are people who believe in libraries to stand up and speak out and run for library boards. When I say “believe in libraries” I don’t mean are willing to throw money thoughtlessly at whatever people want, but I do mean people who are willing to make good choices with taxpayer dollars to bring information and knowledge to their own communities. Because Communiter Bona Profundere Deum Est: To Support the Common Good Is Divine.

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Context and understanding

geeseAlmost every day, our dog Mac gets taken for a walk in the park, and aside from someone knocking at the door, it is pretty much the most exciting thing in his life. While on his journey, squirrels are of the utmost interest to Mac–you could offer him the tastiest treat ever and he would ignore it if a squirrel was nearby. Kentucky dog Mac knows about squirrels, and can spot them 12 feet overhead completely disguised by foliage.

He knows about other dogs–he knows they smell interesting but are potentially dangerous. He keeps a good eye on them, and if one of them barks as he is walking by, he will defiantly water a shrub to show that HE is not at ALL worried. Cats are riveting to Mac. They are terrifying and delicious-smelling. We do not let Mac get too close to cats usually. Kids are a little worrisome to Mac, and he has been known to hide under a table when they are around.

The geese at the park ought to be terrifying to Mac, especially this time of year when they might have a nest nearby that they are protecting. They make scary noises, and they have flappy wings, and sometimes they are only a few feet away, and yet Mac appears to barely even see them. I mean he literally seems not to perceive that they are there, unless they move, and even then, there is no defiant watering of trees or barking or hiding. He doesn’t respond. Same with ducks. What ducks?

I think kids are the same way. It’s hard for them to even perceive stuff that is completely outside of their experience.  It doesn’t click.  I remember so vividly as a child hearing people talk about things that made absolutely no sense to me. For instance, in Girl Scouts the scout leader would start talking about what we were doing and I had no idea what she was talking about or even what the word was that she was saying. She would be two minutes into her explanation of what we were supposed to do with some pieces of plastic to turn them into a lanyard, and I would be utterly baffled because I had no idea what a lanyard was. It was not a word I had ever heard before, it had no context in the church basement where we were meeting, and I didn’t take in any of the directions because I stopped listening. Spoiler alert: I never did make a lanyard.

Context means everything. I get the impression that Mac just doesn’t even know where to file those big birds away in his brain, so he just chooses to ignore them. If I didn’t know what a lanyard was, what it looked like, or why I might need it, I had nowhere to attach the subsequent instructions about how to make it. That is a recurring story from my childhood, where people were talking over my head and didn’t stop and explain so I could make sense of it all. Frustrating!

So I make a point when working with kids to make sure that whatever I’m talking about with them makes enough sense that they will bother listening. You can lose a group of kids on a very short book if you never got them interested in it in the first place, and you can use a long, old-fashioned or complicated book with them and have a fully engaged group so long as you take the step of explaining things to them that they might need to know for it to make sense. Nothing is more boring than grownups yacking about stuff you don’t understand, and once you’ve checked out, you have pretty much lost the chance to understand later.

If people would just spend a little more time giving kids the context they need to understand what you’re talking about, everyone would be happier. It’s what Mister Rogers was so good at–making sense of the world to kids who are so young that most adults don’t bother to try. And by the way, it is also a great idea with adults to make sure they have a context for what you’re trying to talk about, too. It’s really easy to lose people with jargon or failing to explain first why you’re talking about whatever it is you’re talking about.

As for Mac, it is probably just as well that he is oblivious to the ducks and geese at the park. It would probably not go well for him if he tried to get close enough to smell them anyway.

These ducks were very near. Did Mac notice? No.

These ducks were very near. Did Mac notice? No.

squirrel

Can you spot the squirrel? Mac can!

Posted in Child Development, Personal heroes, Uncategorized | 6 Comments

Mission first

To me, the best thing about working in a public library is that the work matters. It changes lives. It sparks interests that will lead both children and adults in new and wonderful directions. It makes it possible for people who aren’t as wealthy as others to work with a 3D printer or use the Internet or check out an e-book. It helps parents lay down the foundations for their child’s future in school and life with programs like 1,000 Books Before Kindergarten (1KBK). It helps seniors stay connected. The work matters.

So, when your library is going through a hard time, or you are going through a hard time in your library, the mission is what keeps you going. I have always said that no one is a children’s librarian for money, because they couldn’t pay you enough to do it. They do it for love. What I have discovered in Administration, working with other people in the library, is that they do it for love, too. I have found that the people in Technical Services who work on acquiring, cataloging and processing materials are very much in tune with the person who paid for the book (the taxpayer) and will be using it. The people working in IT know that keeping the computer network and patron computers running makes a very real difference in people’s lives. Although the adult services librarians don’t have to deal with screaming toddlers or riled-up middle schoolers, they have their own quirky patron personalities to deal with, and they do not get paid enough for that. They do it for love, too.

Sometimes people try hard to equate library work with retail work, especially when they talk about customer service. It’s true that you can get good ideas from retail training, because sometimes stores and businesses have done a better job than we do at explaining the finer points of good service to their staff. There are some things that are comparable, but there’s a really big difference between being nice to people for a paycheck, and being nice to people because you believe that the public library should be a warm and welcoming place even for people who are being annoying. I see kindness on display every hour of every day at my library.

Library boards can sometimes get so caught up in protecting the taxpayers’ tax dollars that they begin to see the staff as takers instead of people who are dedicating their lives to serving their communities. It’s unfortunate, and I’m not sure what the solution to that is, except for the taxpayers themselves who love the library to remind the board that they value the library and the people it takes to run it.

In the meantime, as my colleague sometimes reminds me, Breathe. Eat your vegetables. Get some sleep. And I will remind you and myself, focus on the mission. Your work changes lives.

Shelley reading

Posted in customer service, Management, Public libraries | Leave a comment

Read or Be Written

bookmarksYes, it is time for the annual Bookmark Contest Slogan post, to celebrate National Library Week! Yay! Yay!

These were all written by my library’s grade school kids, submitted along with artwork for a bookmark. My favorite slogan is probably the one in the title, which I love for its slightly ominous feel: Read or Be Written. Oooh.

Some other inventive slogans included:

The Lyrical
Let us read like a rainbow shines
Fly into stories
Sometimes the smallest book takes up the most room in your heart
Reading is dreaming with open eyes
Books shower with knowledge

The Instructive
Leave time to read!
Read! You don’t know where it will take you!
Read cuz you can. (Depicted with a person saying, “Well, duh!”)

The Mysterious
You don’t have to believe to have your wildest dream–just read!
God is the Book. Read Me. (Shown with a book floating over a cloud)

The Food-Oriented
Reading is sweet, just like ice cream
If u love donuts, u should love books

The Minecraft-Oriented
Minecraft Books
Read to Mine (which would have been completely ambiguous without the picture of the Minecraft block on the bookmark)

and The Downright Enthusiastic
Reading is my middle name
Yay! Yay! Reading is fun! Yay! Yay!

Don’t you feel like reading something now? I do!

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Not an expert in library marketing but…

winter springI am a children’s librarian and a library administrator, not a library marketing expert. Yet even I can tell you that:

  • On March 30, after a long and brutal winter, on a day in which my neighbor said that if it snows again, please come over and shoot her, it is probably a mistake for my neighborhood library branch to have a big snowman in their front window. We are so ready for spring. Why isn’t the library?
  • Remember how when you were in school (talking to you older people here) and you would be doing a report and someone showed you the green volumes of the Reader’s Guide to Periodicals, and you would look up your subject and then have to go find the article it cited? At least half of the time, they didn’t have the magazine so you had to try again, and then you finally got one and you had to go copy it and maybe the copier was broken?  Ebsco’s periodical database is where you can get full text articles from well over 1,500 magazines and journals, so it is fantastically useful, and yet they continue to call it by the terrible name of Masterfile Premiere as if anyone would have the faintest idea what they would find if they clicked it, so it sits almost unused on so many library websites. Nobody knows what Masterfile Premiere is, not even the librarians half of the time. Market your product better, Ebsco!
  • And another marketing thought…What would it be like if one year every public library in the country did the same summer reading theme? And everyone encouraged people not just to go to their own library but to go to The Library to sign up for Summer Reading? It would be awesome, that’s what. Everyone’s numbers would shoot up because we would all be promoting the same thing to everyone at once. It will never happen, because part of the success of public libraries is being able to tweak things for their own community, but I still think it would be a cool thing to do once. It would send the message that no matter what library you go to, you can sign up for summer reading there, and that it will be fun, and help you do better in school in the fall. We could even pool our money for national TV commercials. I sometimes think in my part of the world at least that we end up competing more than cross-promoting, and it’s a missed opportunity.
  • We should move National Library Week. Far too often, it begins with the Sunday where Easter falls, and virtually all public libraries close for a spring holiday. That seems like an extraordinarily bad way to start our biggest national marketing campaign, doesn’t it?

If I were not a children’s librarian, and not a library administrator, I think I would like to go into library marketing. In this day and age, it is one of the most interesting and challenging jobs in the field, because of Google, Wikipedia, e-readers and Netflix changing perceptions about information access and reading. Libraries are still such vital places but without the great library marketing teams out there, no one would ever know it. It is such a worthwhile job.

 

 

Posted in Library marketing, Management, Public libraries, Reading Incentive Programs, Uncategorized | 2 Comments

What I Have Learned in Dog Training

Maybe everybody does this. I am always trying to relate something I learn from one area in my life to the other areas of my life. The thing I’ve been doing lately that has been one big learning experience is dog training. But relating that to other areas of my life is, well, rude. People do not generally like being compared with dogs.

Still, I think I’ve picked up some ideas from Mac’s classes, and I want to share them. Please do not take offense, or if you do, please do not bite me.

  1. Your dog is not the worst dog in the class. Okay, sometimes he is the worst dog in the class, but then one week you will go and for some reason he is doing everything (and by everything I mean 80% of the everything, which is absolutely the best I would hope for) you tell him to do. He sits. He walks nicely. He pays attention to you when you talk or gesture. It’s like a miracle.
  2. The week after your dog has a great week, he will have a not-spectacular week. Maybe even a bad week. Maybe even an awful week. That’s how it goes.
  3. You will think, from looking at some of the other dogs in class, that they are SO much better-behaved than your dog. But then one day you will get to class a little early and you will see how every dog, even Princess Incredibly Well-Behaved Last Week, is pulling her owner through the door and not paying the slightest bit of attention to anything they say or do. YAY! Your dog is not the only one that does that after all!
  4. Some weeks, something will happen (and it might be invisible to you at the time) and your dog will go on red alert. Our dog came from a shelter in Kentucky, and he is very wary of movement–we speculate that it’s because he was out running around as a stray for awhile and learned to be worried by sudden movement. He does not care for cars at all–not the ones driving by, not the ones he is driving in. And other dogs worry him a lot. On a week when all of his alarm bells are going off, all you can do is listen to the instructor, keep feeding your dog treats to keep him happy, and try to give your dog some space. Your dog gets the message that there is nothing to be afraid of, and gradually, he relaxes.
  5. You will begin to notice that every dog has its quirk. There are the barkers, the lungers, the jumpers, the whiners. They all have some quality that probably makes their owner feel mortified.
  6. Little by little, your dog will get the hang of it.
  7. The dog who doesn’t behave at all for his owner will be perfect for the instructor.
  8. The dog who behaves beautifully for the owner will freak out on the instructor.
  9. If you don’t practice during the week, you and your dog will be nervous at class the following week.
  10. You will communicate your anxiety to your dog. That’s never good for either of you.
  11. Remember how I said little by little, your dog will get the hang of it? It’s true! You have to hang in there.

So what does this have to do with libraries? Dogs and kids are not so different. I just wish that the parents who see little Princess Sits Nicely During Storytime and compare their own child (Princess Roaming Around the Room) unfavorably get the chance to notice that some weeks, their own child is the one who is the envy of the group.

I hope that the parent who is mortified by Child Who Will Not Share notices that Child Who Shared Beautifully screamed his head off when it was time to leave.

I hope that the adults who notice Child Who Screams When It Is Time to Leave remember that their own child was not always so perfect.

I even hope that everyone sometimes remembers to cut people a little slack, especially themselves. Nobody/No dog is perfect. We’re all working on it. Our dog training class graduate Mac is trying hard. We all are.

Mac March 2014

Posted in Child Development, Parents, Public libraries, storytime, Youth Services | 2 Comments