Comments on: Overcoming The Rules Culture In Our Libraries http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/ Just another WordPress weblog Tue, 07 Feb 2012 15:51:38 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Sherry Bailey http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/comment-page-1/#comment-6244 Sherry Bailey Mon, 10 Mar 2008 18:57:29 +0000 http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6244 Philosophically, I agree that the fewer rules the better. However, I will make a case that some rules are necessary for equitable service, and that they play a big role in being "fair". And in THOSE situations, I really don't want other staff deciding to bend rules! For example, we limit the number of internet sessions for one person during our busiest time, right after school and early evening. When some staff choose to ignore this rule -- even when a computer seems to be available -- two minutes later someone who hasn't been on at all that day can't use a computer for at least an hour, maybe for job hunting or email. Scarce resources need to be distributed as fairly as possible. We have a number of patrons who really know how to work the system to their advantage, and that's WITHIN the rules! It would be different in a perfect world where we had all the computers, study rooms, electrical outlets for laptops, quiet tutor zones, and other resources that anybody wanted, but we simply don't. Rules that *I* would like to eliminate are the ones that make people angry, but that we have a historical bias toward as a public library: no cell phones, no beverages, no snacks, etc. (I will continue to support "no smoking", though!!) In our library, the Director's stance about food and drink, inclluding a cafe, is that it won't be considered until we have a full-time custodian, which is reasonable. Other rules, such as the unattended children policy, are to protect the Library from liability in case of problems. We live in a litigious society. It's a hard call... Philosophically, I agree that the fewer rules the better. However, I will make a case that some rules are necessary for equitable service, and that they play a big role in being “fair”. And in THOSE situations, I really don’t want other staff deciding to bend rules!

For example, we limit the number of internet sessions for one person during our busiest time, right after school and early evening. When some staff choose to ignore this rule — even when a computer seems to be available — two minutes later someone who hasn’t been on at all that day can’t use a computer for at least an hour, maybe for job hunting or email.

Scarce resources need to be distributed as fairly as possible. We have a number of patrons who really know how to work the system to their advantage, and that’s WITHIN the rules! It would be different in a perfect world where we had all the computers, study rooms, electrical outlets for laptops, quiet tutor zones, and other resources that anybody wanted, but we simply don’t.

Rules that *I* would like to eliminate are the ones that make people angry, but that we have a historical bias toward as a public library: no cell phones, no beverages, no snacks, etc. (I will continue to support “no smoking”, though!!) In our library, the Director’s stance about food and drink, inclluding a cafe, is that it won’t be considered until we have a full-time custodian, which is reasonable.

Other rules, such as the unattended children policy, are to protect the Library from liability in case of problems. We live in a litigious society.
It’s a hard call…

]]> By: Julie http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/comment-page-1/#comment-6199 Julie Fri, 07 Mar 2008 18:05:38 +0000 http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6199 Well said. I think libraries should empower front lines staff to do whatever needs to be done to retain the library user. Why don't more library directors get this? I've seen reference staff go above and beyond the call of duty to track down the tiniest bit of information, yet there are so many other occasions where library staff are discouraged from "bending the rules" in order to make someone happy. Did you know that front lines Disney employees have a half a million dollars (combined) at their disposal every day that they are free to use to solve customer dilemmas. (lost park tickets or merchandise, accidents, a scraped knee...) Imagine if you empowered your circ staff to forgive $20 in fines over the course of the day. Would people want to use your library?? You bet!! Well said. I think libraries should empower front lines staff to do whatever needs to be done to retain the library user. Why don’t more library directors get this? I’ve seen reference staff go above and beyond the call of duty to track down the tiniest bit of information, yet there are so many other occasions where library staff are discouraged from “bending the rules” in order to make someone happy. Did you know that front lines Disney employees have a half a million dollars (combined) at their disposal every day that they are free to use to solve customer dilemmas. (lost park tickets or merchandise, accidents, a scraped knee…) Imagine if you empowered your circ staff to forgive $20 in fines over the course of the day. Would people want to use your library?? You bet!!

]]> By: Janet http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/comment-page-1/#comment-6198 Janet Fri, 07 Mar 2008 17:39:42 +0000 http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6198 I'm all about giving frontline staff the autonomy to bend, break, or shatter rules for the greater good, and, blessedly, our director is a true believer. Unfortunately, one of the most outlandish rules we are compelled by law to uphold has to do with library account privacy. A parent can't use a child's library card, even while picking up a child's reserve, and even though the parent signed as the responsible party on the application for said card. A husband can't come in to pick up a wife's reserved materials, even if he has her card in hand. Yes, I know the classic argument about wives not wanting their husbands to know they are reading up on divorce case law, but our customers are understandably upset by what appears to be a lack of common sense on the library's part. And telling them that it's state law doesn't appease them. We did come up with a solution, which is to issue a family card where the account number is shared by all family members. But first you have to cool them down enough for them to hear the offer. I love how we (the collective "Big We") are constantly shooting ourselves in the foot (feet?) I’m all about giving frontline staff the autonomy to bend, break, or shatter rules for the greater good, and, blessedly, our director is a true believer. Unfortunately, one of the most outlandish rules we are compelled by law to uphold has to do with library account privacy. A parent can’t use a child’s library card, even while picking up a child’s reserve, and even though the parent signed as the responsible party on the application for said card. A husband can’t come in to pick up a wife’s reserved materials, even if he has her card in hand. Yes, I know the classic argument about wives not wanting their husbands to know they are reading up on divorce case law, but our customers are understandably upset by what appears to be a lack of common sense on the library’s part. And telling them that it’s state law doesn’t appease them.

We did come up with a solution, which is to issue a family card where the account number is shared by all family members. But first you have to cool them down enough for them to hear the offer.

I love how we (the collective “Big We”) are constantly shooting ourselves in the foot (feet?)

]]> By: Amy http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/comment-page-1/#comment-6194 Amy Fri, 07 Mar 2008 16:22:43 +0000 http://dbl.lishost.org/blog/2008/03/07/overcoming-the-rules-culture-in-our-libraries/#comment-6194 Yes! My best library experience as both a patron and an employee was in a system whose only rule was "do everything you can to give the customer a positive experience, as long as it doesn't break the law or prevent other customers from having a positive experience." There were no other rules, just guidelines and policies, and managers clearly stated that they would always stand behind their employees' judgment in bending policies or guidelines, so long as the employee was following the good-experience rule. Initially, I was skeptical--it sounded like so much corporate jargon--but people really "enforced" the rule and created an excellent environment. Ironically, I think part of the reason for the successful implementation was that it WAS labeled a rule. As you point out, libraries are traditionally rule-centered institutions, and I would also argue that the profession attracts and retains rule-oriented people. By calling good experience a rule, this system used a well-established means to accomplish a new kind of end. It institutionalized good experience. Yes! My best library experience as both a patron and an employee was in a system whose only rule was “do everything you can to give the customer a positive experience, as long as it doesn’t break the law or prevent other customers from having a positive experience.” There were no other rules, just guidelines and policies, and managers clearly stated that they would always stand behind their employees’ judgment in bending policies or guidelines, so long as the employee was following the good-experience rule. Initially, I was skeptical–it sounded like so much corporate jargon–but people really “enforced” the rule and created an excellent environment. Ironically, I think part of the reason for the successful implementation was that it WAS labeled a rule. As you point out, libraries are traditionally rule-centered institutions, and I would also argue that the profession attracts and retains rule-oriented people. By calling good experience a rule, this system used a well-established means to accomplish a new kind of end. It institutionalized good experience.

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