“That guy is snoring really loud.”

“I don’t think it’s fair that I have to pay overdue fees.”

“I don’t like you. Where is ____? I want him/her to help me.”

“The toilet is clogged. Are you going to fix it?”

I am a library technician at a busy branch located next to a bus and trolley stop. We do swift business and it is a given that I am answering questions similar to those listed above on every shift that I work. About a month ago, I attended a conflict resolution workshop hosted by the National Conflict Resolution Center (ncrconline.com). I went in with the idea that I would learn skills that would help me deal with difficult customers. I mean, who else would I have conflicts with? Little did I know that the workshop would prove valuable in every aspect of my life, professional and personal. Open and productive communication builds bridges; sorely needed at an institution like the public library, which serves all comers.

Here are some tips for improving communication and conflict resolution:

Active Awareness
It isn’t about you…actually, it kind of is about you. Because it starts with you.
Thankfully, all the uncomfortable stuff about looking inward came first in the four hour long session. I found out my communication style (I’m an unemotional communicator, I don’t run from confrontation, and I can see how this can be perceived as cold), noted my pre-existing biases (we all have them because we don’t grow up in a vacuum), and drew a line under my perceptions (not everyone likes non-fiction). This informs how we interact and communicate with people. Reminding ourselves of our perceptions and biases is the first step in effective communication. What you like/dislike isn’t the same for everyone.

Respond Respectfully
Rolling your eyes wordlessly is still disrespectful. Listen first to what the other person is saying. Respond in such a way that indicates you were listening. If you are multitasking during this conversation, stop. Look the patron in the eye during the conversation. Even if you disagree with what they are saying (remember your perceptions), stifle the urge to roll your eyes or cross your arms; this type of body language projects disrespect and defensiveness. How would you feel if someone rolled their eyes at you after you asked them a question? Also remember that it is difficult to talk with someone who seems defensive.

Troubleshoot Together
Let’s fix this together. You, and a co-worker, or perhaps a customer aren’t seeing eye-to-eye (hopefully not at the same time!). Speak calmly about your feelings. Give the other person a chance to share their thoughts. Thank them for being candid; acknowledge how hard it is to discuss difficult subjects. Work on a solution together and end on an upbeat note. Easier said than done but it gets a little easier with practice. One evening after work, my son told me that I seemed calm and happy. “Mom, was it a quiet day?” “No, not really,” I smiled. And that is perfectly fine.

For more information on effective communication and conflict resolution, please contact the National Conflict Resolution Center, www.ncrconline.com.

The post Communication and Conflict Resolution at the Library first appeared on Public Libraries Online.

For years I’ve witnessed librarians shy away from saying no.We try to phrase our signage positively or seek synonyms such as “refrain.” I’ve seen all staffing requests honored, even when it left institutions dangerously short of coverage. I’ve seen abusive patrons placated to the extent that staff was in tears and other library patrons alienated. I’ve seen librarians spend precious hours, made up on their own time, to entertain a vendor presentation for a product for which there was no need or budget. Worse, I’ve seen librarians purchase unneeded items from vendors, saying they didn’t want to hurt the vendor’s feelings by saying no.

Saying no does not mean being rude or mean. Sometimes saying no is necessary. Sometimes saying no is the responsible response. The important thing is knowing when to say it and how. Saying no is boundary setting. It should not be said in anger or vengeance, but with reason and purpose. In a library, we should say no with the same rationales present as when we say no to our family. We should say no for reasons of safety, fiscal management, protection, support, and education.

In the context of libraries, no one is fooled by word choices to soften a message. If anything, it confuses the reader or indicates that the message is insincere; that the message is not really meant to be followed or will not be strongly enforced. If something, such as no eating or cell phone use, should not be done, there is a reason for it and we would have more credibility (and respect) to be direct. Similarly, if there is a patron violating rules, we have an obligation to ourselves, our colleagues, our public, and to our problematic patron to indicate unacceptable behavior and consequences clearly. Patrons behaving badly have negative consequences for libraries. They scare others and they undermine the safety and mission of the library.

We, our co-workers, and vendors should be professional. As such, decisions regarding staffing, collections, or other management or operational concerns should not be happening based on interpersonal relationships. We shouldn’t be worried that our book vendor could be mad at us for a lack of purchase. If such decisions are made this way, it undermines our profession, our integrity, and all of our abilities to do our jobs.

No one likes to be perceived as the ‘bad guy’ and saying no can make us feel in this position. But we would not feel unjust telling our child not to run into the road, telling our spouse not to overspend our savings account, or telling a friend not to engage in dangerous behaviors. We do these things not to be mean, but to be benevolent. We do these things because we care.  Saying no in the library should be considered in kind.

The post The Value of No first appeared on Public Libraries Online.

Think about what a patron hears when they call your library on the telephone. Does a human answer with a pleasant welcome? If this isn’t the case, must they navigate a complicated (and often frustrating) automated system? Are they forced to wait through a long message with hours and location information before they get to an opportunity to connect with a department or extension?

What about the community notice board? Is it messy and filled with flyers that expired months or years ago? Is a staff member or reliable volunteer assigned to monitor it? Do you have enough space? Are library notices separated from community information? And what about those library flyers and brochures? Are they well designed, with a uniform look and recognizable branding? A professional graphic designer is great to have, but most libraries don’t have that luxury. Basic design principles can be employed to make the pieces look good, regardless of who produces them.

That’s just two examples. Here’s a list of a few major touchpoints adapted from Useful, Usable, Desirable by Aaron Schmidt and Amanda Etches:

Website

ILS

Databases

Email

Instant/text messaging

Online reference help

Telephone and voicemail

Parking lot

Building

Signage

Furniture and shelving

Computer rooms and equipment

Service desks (circulation and reference)

Collections

Programs/events

Brochures/flyers/business cards

Newsletters/advertising

Staff training

Above all, approach every interaction in a positive light if at all possible. Everyone has had bad experiences in shops, with “customer service” reps, in government offices, and yes, even libraries – I call it The Wall of No. When you ask a question and the first response is negative, it’s a total turnoff and your memory of the interaction is unpleasant, regardless of the ultimate outcome. If you can’t answer “yes” to a question, try “let me see what we can do for you” or similar. Model this behavior and teach your staff, from shelvers to management, to do the same.

Speaking of that, don’t forget that staff members are users too. I’ll post more about that next month.

The post Rethinking User Experience Touchpoints first appeared on Public Libraries Online.

But all librarians use writing to do more than remind patrons of fines. To keep up with the latest, you have to go back to the basics of stringing words together to make your meaning clear. Writing is all over new technology, so much so that we don’t even think about it or notice it until it’s glaringly unprofessional or outright unhelpful. Still not convinced good writing is useful anymore? Consider this:

Writing is the backbone of all communication. The ways of getting and staying in touch with people seem to be multiplying every day, but all are just variations on the written word. If you don’t have strong writing skills, it will show quickly and across any social, electronic, or print media you might use.

The way you write shapes the way you speak (and vice versa). Writing is a way to think “out loud” before you say anything. Strong writing skills indicate strong analytic skills, which translate to better problem-solving. The more you practice, the quicker those skills come to you, and the easier it is to share them as your brain gets used to its new, improved rhythms.

Writing connects you with your core audience. Even if you pride yourself for never lapsing into text speak and have no idea how to reply to a tweet, your writing should connect you with the people you want to find. You should be able to engage with your intended public in a way you all understand, because your writing has better staying power than your speech and can help you remember what works and what does not.

Writing brings ideas to life. Think of writing as blueprints for ideas. Before anything can be built, plans need to be laid out, assessed, discussed, and tweaked to perfection. Writing gives you the same abilities to further your own projects with your peers, superiors, and patrons alike. It sets out a space to exchange details and the big picture in ways that you can all connect and communicate to others who can help you along the way.

Resource

Boomerang Respondable: Personal AI Assistant for Writing Better Emails (free)

The post Essential Librarian Skill: Writing first appeared on Public Libraries Online.

As a result of recent events and historical reflection, public libraries are increasing efforts to advance racial equality and provide resources for conversations and greater communication between diverse groups of people and more engagement with local libraries and their programs. These efforts are particularly important for children because childhood is the life stage when people first develop not only reading skills and emotional regulation but also respect, concern for other people, and awareness of diversity.

As year-round community organizations with free membership and access to resources, libraries serve crucial roles in community education and dialogue. Several public libraries have created Black Lives Matter programs, such as a Young Adult Reading List at the Hennepin County Public Library, crisis counseling services at the Dallas Public Library, and a LibGuide on Black Lives Matter teaching materials at the San Francisco Public Library.^[4]

In a recent article on diversity, equality, and equity in public libraries, Erin M. Schadt argues that while libraries are open to the public, not every public library is easily accessible to those reliant on public transportation.^[5] Car ownership has decreased over the past few years,^[6] and the national average unemployment rate is presently about 4.9 percent.^[7] These statistics are important because a job is usually necessary to purchase and maintain a car, and vice versa, suggesting that it is prudent for communities to focus on cost-effective ways to improve public transportation, increase library accessibility, and expand job-finding and -creation programs. Some libraries work to increase access with bookmobiles, car pools, ensured and extended evening and weekend hours, new satellite locations, book delivery programs for hospital patients and homebound individuals, collaborations with schools, recreation departments, and juvenile and senior citizen transportation programs to facilitate transportation to and from libraries.

Furthermore, librarians are encouraged to represent libraries by speaking and/or hosting tables at community institutions, such as schools, retirement communities, health clubs, farmer’s markets, fairs, and other events. Schadt’s article also quotes Sandra Hughes-Hassell (a school library media professor at the University of North Carolina-Chapel Hill), who makes the point that library boards (and other library-related organizations) should strive for diverse memberships (e.g. age, religion, race, ethnicity, nationality, sexual orientation, gender identity, physical ability, professional expertise) so that multiple points of view and community concerns are expressed and ultimately reflected in administrative decisions. Another strategy is for libraries to create more student diversity internship programs for library students from underrepresented groups to work in public libraries.

One example of these efforts is for libraries to consider hosting restorative justice discussions, during which a trained facilitator engages participants in a discussion of how conflict impacts stakeholders and what can be done in the future to prevent violence and resolve conflicts in nonviolent ways. Another idea is for libraries to host guest speakers from diverse equality-focused organizations such as the NAACP and the Human Rights Campaign, so that library patrons can learn more about diversity and respectful communication among different groups of people. In addition, education-related organizations such as Thrive Washington, provide worksheets and other freely available resources for teaching children about diversity, equality, and nonviolence. A further option is to host lectures by local university professors in fields such as sociology and other social sciences so that patron communities can explore historical and contemporary issues in group discussions.

Library directors and collection development librarians may also partake in activities such as organizing readings by authors from diverse backgrounds and compiling resource guides that focus on diverse authors and/or subject matter.

Libraries make a difference for children every day, and I look forward to continuing to work towards these efforts so that all children in a community can benefit from public library programs and resources as we deal with the aftermath of the recent summer events and focus on nonviolence and productive, healthful, safe, and educational futures for our children. For these reasons, I believe that equal opportunities begin and grow/thrive with public libraries.

Resources

WebJunction: Extended Racial Equity Resource Guide for Libraries

Library of Congress: Student Diversity Internship Program

Further Reading

• “Libraries Respond to Community Needs in Times of Crisis,” American Libraries.

References

[1] Associated Press, “The Latest: Hundreds Gather at School After Castile Funeral,” ABC News, July 14, 2016.

[2] Joel Achenbach et al., “Five Dallas police officers were killed by a lone attacker, authorities say,” Washington Post, July 8, 2016.

[3] Tyler Pager, “Justice Dept. to review police response to Orlando shooting,” Politico, July 15, 2016.

[4] Jody Gray and John Amundsen, “Libraries Respond to Recent Crises,” American Libraries, July 11, 2016.

[5] Erin M. Schadt, “Racial Equity in the Library, Part One: Where to Start?” WebJunction, February 10, 2016.

[6] “Hitchin’ a ride: Fewer Americans have their own vehicle,” Michigan News (University of Michigan), January 23, 2014.

[7] “National Unemployment Rate Rose to 4.9 Percent in June 2016,” National Conference of State Legislatures, July 8, 2016.

The post Encouraging Diversity and Equity in Public Libraries first appeared on Public Libraries Online.

Let’s explore some thought-provoking infographics from libraries.

KU Edwards Partners with Johnson County Library to Evaluate Library’s ROI

This example tackles the challenge of distilling technical research findings into a concise message without undercutting the complexity of the research. This example below is from Johnson County Library who partnered with the University of Kansas Edwards Campus on a Return on Investment study.[1] The infographic below was used to communicate the findings of the survey in a meaningful way.

Next let’s look to an academic library system. Louisiana State University Libraries took a visual approach to their Impact Report: 2014-2015.[2] The report pairs concise descriptions of performance with clear infographics. Additionally, striking photographs from inside the library provide the backdrop for both the text and infographics. The university’s colors of purple and gold are incorporated throughout the document. The report is a lesson how to make annual reports engaging and relevant. Below is an example from the Impact Report: 2014-2015 that lends itself to print, web, and social media formats.

Louisiana State University Libraries Impact Report 2014-2015: Ebook Usage

Greene County Public Library created an infographic about their successful 2014 Summer Reading program.[3] This is an especially inspiring example because communicating summer reading program results is a challenge many libraries face annually. An element of fun or whimsy is added with the trophy cup being used to signify a record number of enrolled participants.

London Public Library, located in southern Canada, takes a fresh approach to a library factsheet.[4] Below is their factsheet that both shared key performance metrics and demonstrates trends in use. Most notably, what could have been a black and white page with many long numbers is instead an engaging and intriguing graphic that invites the users to explore.

London Public Library Budget FAQ 2012 Snapshot

In this post, I aim to intrigue and inspire you to think about how you can make your presentations and reports more engaging. It can be difficult to sift through all the findings and distill a message to its core elements. This is a real challenge. However, think of it like this: realistically any audience— this definitely includes me— will likely remember only a fraction of all the information you present. By extracting the key takeaways, you are creating a more cohesive message and ensuring the audience walks away with the message you intended.

References:

[1] “KU Edwards Partners with Johnson County Library to Evaluate Library’s ROI.” The University of Kansas Edwards campus, 2015. (The full results and methodology of this study will be published in the future.)

[2] “Impact Report 2014-2015.” LSU Libraries, 2015.

[3] “Summer Reading 2014.” Green County Public Library, 2014.

[4] “London Public Library Budget FAQ.” London Public Library, 2012.

Further Reading:

Cook, Gareth and Maria Popova. The Best American Infographics 2015. Boston: Mariner, 2015.

McCandless, David. Knowledge is Beautiful: Impossible Ideas, Invisible Patterns, Hidden Connections – Visualized. New York: Harper Design, 2014.

Munroe, Randall. Thing Explainer: Complicated Stuff in Simple Words. Boston: Houghton Mifflin Harcourt, 2015.

The post Inspired by Infographics first appeared on Public Libraries Online.