Things Making Libraries Look Stupid

This article is from the August 2004 issue.

By Chris Rippel

Editor’s note: Chris also published a slightly modified version of this article in the July/August CKLS POST.

Chris Rippel compiled this informal survey after he realized that the front staff did not know where library policies could be found. He figured that things like this happen all the time, and decided to make a list of things that all library staff should know to publish in his newsletter, the CKLS POST. He asked members of two electronic discussion lists, Publib-L and Kanlib-L for help. In his request, he asked which “things” may not get done or may fall through the cracks and could make the librarian, the library staff and the library look incompetent and stupid. He received contributions from across the nation. Not only is it important for staff to know the answers, the people who ask these questions may be the allies you need as you make a case for improving your compensation. Chris was notified that one librarian was going to use this list for training staff.

Capital letters after the questions are the initials of contributors. Full names of contributors are at the bottom of the list. Questions without initials are anonymous. Numbers after the questions are footnotes.

Can everyone at the circulation or reference desks quickly produce:

  • An up-to-date copy of the library’s policies? CR, MY
  • An up-to-date copy of the library’s budget? CS
  • Applications for the Talking Book program and help to fill out the form? LN

Does everyone behind your circulation and reference desks know:

  • Where today’s programs and meetings in the library are being held? (1) CN, NP, AP, SH, MY
  • Who is on the board of trustees? CN, LC, CS, JP
  • Who is president of the board of trustees? CN
  • When and where the library board meets? JP
  • How does one become a member of the library’s board? AS
  • Who is in the Friends group and who is president of that group? CN
  • Who library sponsors and partners are? MY
  • The library’s mission statement? CS
  • The hours branches are open? BK
  • How to handle complaints about a book or video? KM, JJ
  • The answer to the question, “Can I place a request for book not yet released?” JJ
  • Policies on check out times, renewals, and fines? LC
  • About the library programs, especially the Summer Library Program? (2) CN, JT
  • About library services and programs for “special needs?” LN
  • How to sign up for the statewide or regional library card? KR1
  • The URL (i.e. Web address) of the library’s Web site? MY
  • How to use the library’s website to answer questions about specific library programs and services?
  • How many employees work in the library? JP1
  • Where the library gets its money (especially if you have a nonresident fee)? LC
  • If you have a nonresident fee, how that fee is determined? LC
  • Who city and county officials are and their phone numbers? JP2
  • What to tell parents asking where their children will be taken if a tornado warning sounds? (3) CR
  • When the library was built? LC
  • What kind of plants and trees are in the library’s yard? LC
  • Where to find the list of elected official immediately after an election? BC
  • How to handle requests for information by law enforcement officials? MY

If asked, can the library director:

  • Explain how library money is spent and give at least rough estimates of the amounts in each category? MH, JP
  • State his or her e-mail address? CR
  • Explain, “How can you spend money on [your service here] when you can’t afford to keep the doors open?” JP
  • Explain what will be done if a tornado, flood, etc. damages the library?(3) CR
  • Explain what to do with wet or moldy books? CR

Do all staff know:

  • The library’s hours? JT
  • The proper way to answer the telephone? JT
  • Directions to the library? BK
  • What to do in an emergency? KM, SD, TL
  • What to do if fire occurs? SD, PH
  • Where the fire extinguishers are? LR
  • How to use fire extinguishers? (4) CR
  • Where flashlights are in case of a power failure? JP2
  • What to do in a tornado warning and tornado watch is sounded? SD
  • How to respond to a natural disaster (e.g., tornado, earthquake)? JP2
  • How to get the doors open if people get stuck in the elevator? CR
  • What to do if a reporter shows up? PH
  • How to close the library? PH
  • Are the words on all your signs spelled correctly?
  • Is the library’s Web page current? KR2
  • Does each page of the library’s Web site have the name of library and address including country? CR
  • Are signs and handouts correct in days and hours open? KR2
  • Are summer reading incentives age appropriate as related to choking? PH
  • Are frontline staff empowered and encouraged to waive fines, fees, etc. in the interest of customer satisfaction? (There is a difference between telling someone they have the power to do so, and actively encouraging them to use that power as needed.) MY

(1) This apparently is the most common problem. One contributor asked front staff where a state library association meeting of 100 people was in their library and they didn’t know about it. “State library association here?”

(2) Patron to adult services librarian: “I guess you don’t have anything for my kid to do.” Adult services librarian: “Not really.” All around were flyers and posters telling about their summer reading program with storytimes, performers, craftimes and other special events. JT

(3) I believe all parents, when signing up their children for library cards and story hour, should receive a document explaining library procedures during tornado watches and when tornado warnings are sounded. The document should instruct parents to tell their children what to do if, for example, you close the library during tornado watches, and, in the case of a tornado warnings, assure parents their children will be taken to a safe place and encourage parents to take shelter themselves rather than run to the library in the middle of a tornado. It makes us look caring and thoughtful.

(4) During the panic of fire few, few people will stop to remember what they saw in a video last year. Proper reaction to a fire requires repeated hands-on practice.

Contributors to the above list are: AP: Amy Paget, Tippecanoe County Public Library, Indiana
AS: Andrew Smith, Williamsburg Regional Library, Virginia
BK: Bettye Fowler Kerns, Central Arkansas Library System, Arkansas
BC: Bonnie Case, Highland Park Library, Texas
CN: Catherine Newland, Morrill Public Library, Kansas
CR: Chris Rippel, Central Kansas Library System, Kansas
CS: Carol Simmons, Daly City Library, California
JJ: Julie James, Forsyth County Public Library, North Carolina
JP1: JoAnn Potenziani, New Lenox Public Library, Illinois
JP2: Jill Patterson, La Habra Branch Library/Orange County Public Library, California
JT: Julie Tomlianovich, South Central KS Library System, Kansas
KM: Kelly R. McBride, Russell Co. Public Library, Virginia
KR1: Kathy Rippel, Central Kansas Library System, Kansas
KR2: Kay Russell, North Central Kansas Library System, Kansas
LC: Linda Cannon, Joplin Public Library, Missouri
LN: Liz Nix, Southeast Kansas Library System, Kansas
LR: Leah Randolph at Abington Community Library, Pennsylvania
MH: M Brooke Helman, Hinsdale Public Library, Massachusetts
MY: Mary Ann Yonki, Osterhout Free Library, Pennsylvania
NP: Nancy Polhamus, Gloucester County Library System, New Jersey
PH: Pamela J. Hickson-Stevenson, Portage County District Library, Ohio
SD: Sonya Dintaman, Carnegie Public Library of Steuben County, Indiana
SH: Susan Henricks, Carnegie-Stout Public Library, Iowa
TL: Tracy Luscombe, McKinney Memorial Public Library, Texas

What would you add? Send your additions to Chris Rippel or Jenifer Grady

The archived posting on Publib L is at http://sunsite.berkeley.edu/PubLib/archive/0406/0036.html

A quick search on Queryster reveals that the Publib L archive has been referred to several times:

Chris Rippel is at the Central Kansas Library System, 1409 Wiliams, Great Bend, KS 67530; ( 620) 792 4865; fax, (620) 792 5495.

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