Communication, Transparency, and Holistic Service

As supervisor of Offsite Storage, a department that works regularly with so many different part of the library, I’ve always had to do a lot of communicating across the divides. Since becoming a part of Access Services, this aspect of my job has become even more pronounced.

I think this is largely due to Offsite Storage becoming more high-profile during the planning of the 2010 Renovation and its resultant need to coordinate related workflows with a larger number of faculty and staff members than ever before.

But I have also come to see it as part of a larger context: the push toward a new “Holistic Service Model” as discussed at the last Division of Libraries meeting a few months ago.

One of the themes that comes up a lot when discussing the “Holistic Service Model” - and which also came up a lot during Access Services' year-long Service Excellence Initiative - is transparency.

Personally, I find that good communication goes hand-in-hand with transparency. Good communication should be as clear as possible in its aims and in the information it is providing. However, this is much easier said than done!

What seems clear to one person might be totally confusing to another. It can be hard to step outside yourself and your own experience, especially when you’re deeply entrenched in the nitty-gritty. This is something that most of us have probably struggled with at one point or another, either at work, at home or in the outside world. It's also something that can always be improved upon. Sometimes all it takes is just that little extra bit of self-awareness and kindness.

Also, making it known that information is out there for all to find - on the Wiki, for example - is easier... done than done? What I mean is, no matter how well-organized and accurate a Wiki page may be, you can never be sure that its intended audience will take the time to consult it. Sometimes this sort of knowledge-gap can be fixed by a simple private e-mail or phone call, too.


I guess I'm taking the long way 'round to saying this:

The “Holistic Service Model” isn't just about making things better for library users, but for ourselves as well. I like to think of Offsite Storage as a good testing ground for this philosophy, since we don't usually deal directly with users but are nonetheless always interested in ways to provide better service - via coordination, communication, transparecy, and plain old friendliness! - to coworkers and colleagues. And I like to think that by doing so, we are indirectly improving upon service to all users anyway!


Now if only I could succeed in setting up simple and transparent mini-workflows during my upcoming maternity leave... :)

The Librarian Stereotype... on the Big Screen and Beyond

I've been thinking a lot, as I often do, about the topics that Jen raised in her last post, on Librarians, Stereotypes, Professionalism, and Pop Culture.

Then earlier today, I came across a new piece on a feminist blog and magazine to which I subscribe:

From the Library: The Librarian Stereotype on the Big Screen

Here, librarian and blogger Ashley McAllister looks at librarian characters in a few famous films through the ages (with clips!), and concludes: "When we see librarians in the movies, they are usually fulfilling the role of a very narrow stereotype."

In my professional experience, the Real World Workplace of the large university library has not had a majority of female staff-members, but has been pretty evenly split. However, most popular stereotypes about librarians and library workers tend to portray them first and foremost as women.

As a well-read feminist, it is hard for me not to get deep into the long and complex history of why that may be the case, or of the general history of Women in Libraries, but I will say that I believe it is very important to debunk these kinds of stereotypes.

How to go about doing so?
That's a whole different story: the story at the heart of Jen's post.

However, where Jen mentions the argument made by some people that "librarians shouldn't complain 'about the deprofessionalization of librarianship... and then do things like this [funny video] and still expect to be taken seriously'", I can't help but point out that in our culture it is most often women who have trouble being taken seriously as professionals in general, and that most of the library professionals in that video also happen to be women.

For me, questions about library work, stereotypes, professionalism, and pop culture are always bound up in questions about gender and sexism. And of course this effects everybody, not just women!

I don't have any answers. Just more food for thought.

Librarians, Stereotypes, Professionalism, and Pop Culture

A little bird (one of the students working in ILL) recently sent me a link to a YouTube video featuring students and faculty at the University of Washington's Information School (teaching Library and information Science) doing their rendition of Lady Gaga's "Poker Face." Less than a week later, I saw the link to this video posted on one of our library's internal list servs (lib-all, I think).

In the video, the students and faculty librarians at UWash changed the lyrics to relate to libraries; the chorus lets the world know that they "can use my, can use my, you can use my catalog (don't forget the databases)."



The video is certainly entertaining and good for a laugh. What I found interesting were a couple of comments posted on New York Magazine's website in reaction to the video.

One comment says that librarians shouldn't complain "about the deprofessionalization of librarianship (i.e. people who don't have a library science degree doing 'professional' library jobs) and then do things like this and still expect to be taken seriously."

A self-identified library student then replied to this comment, stating that there's difference between professionalism and having a sense of humor.

In my library school classes, we talk a lot about the level of professionalism in the field of librarianship. There is a drive to publish scholarly articles and make the profession comparable to other professional occupations in law (lawyers), medicine (doctors), etc. I think, though, that the professionalism of librarianship need not confine itself to the standards set by other long-established professional occupations.

Librarians work with a whole host of people in the library, not just "professionals" with Master's degrees. It is the total group, consisting of library student assistants, staff, administrators, professionals and faculty, that projects whatever level of professionalism they wish for their library. We do so by helping patrons and giving them a sense of how we do business, how we treat them, and how we demonstrate to them that we have specialized knowledge that will help them use the library.

What do you think of this video? What do you think patrons at this library would think of this video? What would they think about their library after seeing this video?

Also, should we make a video?