LJ’s Paraprofessional of the Year 2009: Tina Adams

I am so incredibly proud to work with Tina Adams, LJ’s Paraprofessional of the Year for 2009.  Tina is a valued member of my department who truly cares about our work and our staff.  What tickled me pink about Tina’s nomination was the willingness of our colleagues to write letters of support and recommendation.  She is a credit to the profession and I hope that I have the good fortune to work with her for many years to come.  Congratulations, Tina!  You deserve this!!!!

Maybe I Should be Surprised, but I’m Sorta Not….

I would like to take a moment to thank the Journal of Access Services for driving home the point that the work we do here in access services is ripe for the mocking.  I can’t exactly pinpoint my reaction to the fact that every article in the current issue is authored by the Annoyed Librarian.  I guess it wouldn’t bother me so much if I didn’t feel that the AL is just way more negative than they are witty or satirical.  I was a fan of AL a while back, but that changed when I found myself flinching more than laughing at the posts.

I guess I am feeling mostly disappointed that a peer-reviewed journal, in my particular area of librarianship, would publish 10 chapters of ranting.  I am all for having a sense of humor and throwing digs at some of the more absurd and knee-jerk reactions libraries and librarians tend to have, but I think the AL is just a lot of negative without a counter balance of anything positive.  Frankly, I am tired of negative.

For other opinions on this topic see the following posts:

• Apparently Annoyed Anonymous Bloggers can get Published in Peer Reviewed Journals (InfoSciPhi)
• Officially Annoyed (Deepening the Conversation)
• oh yeah, it’s a library “science” (Attempting Elegance)
• professionally annoyed (eclectic librarian)
• Being Annoyed without Being Annoying (Library Attack)

You Call it Being a Professional; Some of Us Call it Being an A$$hat

There is a great deal of discussion going on this week about librarianship as a profession and the differences between those of us working in libraries who have an MLS versus those who do not and the type of work we do and deprofessionalization or devaluing of the library degree, and yadda, yadda, yadda. I will defer to Rachel’s two posts for a great analysis of much of the debate surrounding this topic and why people feel the way they do. I agree wholeheartedly with Rachel’s and Meredith’s thoughts on this topic and I think Dorothea makes some excellent observations and offers some interesting points for further discussion. My two cents in this whole discussion is: Welcome to my and my staff’s (both current and former) world.

For the most part I am going to take myself as an example out of this, but before doing so let me put this out there, you want a nice, healthy dose of being made to feel second class by colleagues – be a circulation librarian for a week at someplace other than MPOW who thankfully get it. I have written about this before, so moving right along…

Rachel posted a sample of some of the comments left on her post by para-professional staff:

* “My entree into the world of library work made me want to turn tail and run, not become a librarian: the issue of who is “real” and who is not is way too reoccurring on list serves like lm_net.” – Sarah Zoe
* “Having been on the “them” side of an us vs. them argument for a while now, I also feel apprehensive about joining the degreed population. The condescension with which some people refer to those in my position is enough to make me feel ill. I joined publib for a few months last year and ended my subscription after I had a nightmare that degreed librarians were attacking a fellow technician and me while we hid in a car. The librarians smashed themselves up against the windows of the car, clawing at the glass to get at us.” – Jamie
* “As someone with a college degree but not a MLS, I am not treated with the same degree of respect by other ‘true librarians’ although I perform many of the same jobs.” – Judy Tsujioka
* “In terms of treatment on the job, it is intimidating to be in this position, be specifically called an LTA because it’s blasphemous to call me a librarian (!) and not be valued for my ideas. Certain tasks aren’t given to me because I don’t have a degree, though I certainly could do them and have the time to do them. It’s unfair and I’m tired of these two spheres in the library world never crossing over. It does nothing for the profession as a whole. I’m not asking to be put on reference alone or anything, but simply to be respected for what I do despite my lack of a degree. Furthermore, I hate being reminded that I am ‘not there’ yet. I’m doing the best I can, with the finances and time that I have.” – JP
* “In the olden days, whenever I expressed an opinion in front of a “librarian,” I would be asked, “Where did you get your MLS?” This was code for, “Do you have permission to speak?” I would answer that I was a mere school librarian, so all I had were bachelor’s degrees in math and English, a teaching credential, and a library credential — all obtained in the early 1970s. When I got around to enrolling in the MLS program, in the 1990s, I discovered that my articles were on the required reading list. I asked the professor, “Is this guy any good?” After a few moments of praise, he paused (quick fellow) and asked, “What did you say your name was?” And then, “Why are you taking this class? You could teach it.” I replied that I was taking the class so that degreed folks would take me seriously.” – Richard Moore
* “I was astounded when, a few months back, I discovered that I couldn’t get class credit for completing a real-life project at my own library because…. dum-de-DUM… my professor did not consider my director a real librarian. This instructor required all projects to be conducted with the partnership of an MLS-degreed librarian” – what’s in a name?

Do I need to say that this makes me angry, frustrated, disheartened and plain sick? Well, I just did. I have been thinking about this issue of “deprofessionalization.” To quote David Rothman on Uncontrolled Vocabulary last week, I also think the term is a whole “lot of bullshit.”

You wanna know who is devaluing our profession? We are.

Every time a librarian says or does something that makes a non-MLS library employee feel like a second class citizen the profession and the degree loses its value. Every support staff person who is treated badly is one more person who thinks librarians are jerks and that having an MLS means you are better than those who don’t. Every MLS student whose opinion is not valued because they have yet to graduate is one more MLS student who is doubting that this was the right career choice and wondering if the time and money is well spent.

I have to keep reminding myself that just because a person has a professional degree doesn’t mean they act professionally. Respect is earned; not demanded or given freely. Common courtesy goes a long way and treating people differently based on the type of degree they do or do not have is ridiculous. When did it become all about us and not about serving our patrons?

I found some of the comments made by librarians on Rachel’s posts quite embarrassing.

I’m talking like hide my MLS embarrassing.

Hope I never work with you embarrassing.

At MPOW we ask a hell of a lot from our staff. They do work that is being done by librarians at other organizations and they do a damn good job. The day I think I am better or more qualified or my opinion means more than theirs is the day someone better tell me to quit because I am overcome with bitterness. We should be encouraging our coworkers to consider getting an MLS. We should be actively engaging in discussion and listening to their input and ideas. Valuing all opinions – degreed or not.

Until we do this, you can continue to see our profession and our degree looked upon as a union card, a joke, and/or a license to be an asshat. There’s your deprofessionalization.

A Day In the Life…For real!

I sort of kept an activity log for Monday. My Monday resembled this:

8:20am: arrive at work

8:20-8:30am: talk to day supervisor about the morning and what was happening that day

8:30-10:00am: revised position descriptions, scheduled three meetings, updated gaming tournament, worked on poster for conference, read and responded to email.

10:00am-11:30am: met with department librarians for weekly meeting, worked on position descriptions, talked about activities, problems, planned services.

11:30-12:00: ran back and forth between office and circ desk to solve some patron problems and discuss strategy with circ/reserves supervisor.

12:00-1:00: continued working on position descriptions, conference poster, fielded staff issues, scheduled another meeting.

1:00-2:00: met with my supervisor to discuss issues, items, etc.

2:00-2:30: read and replied to email, met briefly with asst. dept. head and circ/reserves supervisor to address a problem with schedule.

2:30-3:30: met with colleague to discuss and arrange travel plans for ALA mid-winter, modified my hotel reservation, re-worked travel request form. Talked on phone with microform reader/scanner vendor and then with campus purchasing department. Phoned security supervisor about shuttle service and set up meeting.

3:30-5:30: finished first drafts of position descriptions, worked on committee charge, set up committee meeting, finished conference poster. Worked on statistics. Checked in with circ/reserve desk and ILL staff. Read and replied to email.

This was actually a pretty light day, as it was not back to back meetings. But, it was long and I got a lot accomplished. It was hard to capture all the informal, “in-between” meeting with various staff that takes place all day. If I listed every time I was asked a question or needed to make a decision, it would be a very long list.

I’ll probably do this again in a few weeks. I hope it was somewhat helpful.

A Day In the Life

I was looking at my stats yesterday and saw that several people found this site when searching, “what does an access services librarian do.” I thought that was a good question and one I should answer. The short answer is anything and everything that needs to get taken care of. If that sounds like a pat answer its because it is. It is really hard to describe to other librarians, as well as non-librarians, exactly what it is I do all day, everyday. My job description gives some of the details. I “manage a department that encompasses several key public service areas: circulation, reserves, current periodicals, media/microforms, interlibrary loan and document delivery and stacks services.” I do all of those things, but I also do a lot of other stuff that doesn’t really fall into a neat category.

In my previous position (head of access services at another library) I spent an entire day tracking down a ten foot, 4 inch wide strip of wood that was mistakenly removed from the front entrance doors of the library making them unable to close properly. Depending on the size of the library I have either been fully responsible or heavily involved in the security of the building; being the liaison to campus police and the private security company. I’m one of the first people called when there is an emergency or problem (my staff are in the building all open hours).  I’ve cleaned bathrooms and picked up trash, at other libraries I make the phone calls to housekeeping and work with them and facilities staff to ensure that the building is clean and safe. I’ve moved furniture. I oversee a shuttle service. I pushed a golf cart down a ramp onto the back of a trailer last week. The daily activities vary greatly depending upon what is happening in and around the building, as well as with library staff and patrons.

There are some responsibilities that remain the same no matter the size of the library. I manage a staff who work the front line service desk(s) of the library. This requires a lot of coaching, training, problem-solving, motivation, and positive reinforcement. I troubleshoot and solve problems my staff are having with one another, the patrons, the automated system, a policy or procedure – anything that is happening. I oversee time off, sick leave, hiring, firing, disciplinary action. I attend lots of meetings- planning, updating, troubleshooting library services, events, issues, etc.

I write or respond to at least 200 email messages a day. I travel to conferences, write journal articles and book chapters, and mentor new librarians or those thinking about becoming one.

I laugh more days than I don’t. I have more really fun days than I don’t. I interact with almost every department and person who works in the library. I get to come up with wacky ideas for patron services and library events – sometimes we actually implement them. I serve on library and campus committees.

I guess the long answer is that an access services librarian is very busy. I personally feel that with all that activity and responsibility comes a lot of fun and excitement. If you bore easily, than this is definitely the job for you. No day is the same and it never seems to get old or stale.

Maybe Monday I will keep a real day in the life and actually do an hour by hour account of what I do all day.

The Comical Side of (almost) 24/7 Service

My current place of work is the first library I have worked in that has had 24 hour service. We are open 24 hours Sunday-Thursday. I was quite surprised when I started in January at the actual number of people who are in the library at 2, 3, and 4:00 in the morning.

To cover these service hours my staff work across three shifts: day, afternoon/early evening, and overnight. We have an excellent overnight crew and the past few weeks have really highlighted how capable they are.

Surely there is a different atmosphere in the library during the wee hours of the night and morning. And though during this time we are only open to students, faculty and staff, there are unusual incidents that take place. I have yet to hear about a true safety or difficult situation, most of them have sort of been extremely funny.

Now that classes have begun and the students have returned there has been a steadily increasing number of them in the library at night. While idealistically we would like to think that most of them are coming in to study and do work and are coming to us after classes or dinner or whatever, the reality is that a small number of students do come into the library straight from the bar or party.

We are one of the only places on campus open 24 hours, so students come in to get away from their dorm room or because they want to be someplace with other people, or they just don’t feel like going home yet, and yes, most of them do want to study and do school work. But it can be funny when a well meaning, harmless, intoxicated student comes into the library and tries to pull a prank or does something ridiculous.

And when we see that happening, we have to intervene or ask someone else to. The majority of the time it is a harmless prank or just drunk stupidity. And to be quite honest, some of the drunk stupidity is downright funny.

But the staff has to take it seriously and act professionally and in the best interest of the library, other patrons and of the individual at hand. Knowing that I have very capable people dealing with this while I am at home sleeping, allows me to actually sleep.

Something else to think about when working in customer service.

Customer Service includes ALL Customers

There has been some discussion lately in the press, in blogs, and on Uncontrolled Vocabulary about homeless people in libraries.  Even though I work in an academic library, we are open to the public most of the day and evening (after 10pm you must have a valid ID card to enter) and we do have our share of homeless people.  We have a core group of 2-3 regulars who come in every day after the shelter makes them leave.  They mostly keep to themselves, are quiet and are either using the computer to send/read email and surf or they find a quiet corner and sleep most of the day. We don’t hassle them and they don’t hassle us.  Not the greatest relationship in the world, but it is one that works.

The sad fact is that my library is not set up to deal with any services other than providing the internet and a couch.  Our primary patron base are the members of the campus community and all of the social services that we can point our patrons too are only open to students, faculty, and staff.

To get around this we have began to keep a constantly evolving list of agencies, services, and places that we can point people to if they need assistance and we work with campus police (who are also city and county police) who have more contacts than we do.  It is heartbreaking to think that is the extent of the assistance we can and are capable to give.

What makes me very proud is knowing that my staff always treat everyone who comes to the service desk with kindness and respect.  I have watched my staff go out of their way to help solve a problem or answer a question and I know that they care about the patron and about giving excellent service.  I have witnessed interactions with our small homeless population and am delighted and again proud to note that they receive the same level of service and attention that everyone else gets.

I like to believe that this small gesture and acknowledgement makes a little bit of a difference.

Why I’m Not Going to the ALA Annual Conference Next Week

It really comes down to simple mathematics and bang for buck. When I started my current gig I joined ALA after not having been a member since I was a library school student 6 years ago. Since my career up until now was in medical and health sciences libraries I was an active member in MLA and my regional chapter. I didn’t really see a purpose or need to continue my ALA membership and honestly, when I renewed my membership in February, it was done so rather reluctantly. I am still far from convinced that the $90 (it may have been more) I paid to renew is worth what I can get from the organization.

I am at a point in my career right now where I am happy and where I want to be. What I am looking for from a professional organization goes beyond networking and focuses primarily on professional development. I want the opportunity to attend (virtually or physically) workshops and presentations that directly relate to what I do every day in my workplace. Unfortunately, I don’t see a lot of that coming from ALA. There really is not a lot of programming devoted to circulation, reserves, ILL, staff management and customer service and this influenced my decision not to attend the annual conference.

Actually I broke down the expenses and compared it to the conference program. Here is what I was looking at:

• 3 nights in a hotel ($199/night): $597 plus tax
• conference registration (I wanted to see most of the program before registering so I waited): $200-$260.
• travel (gas & tolls): $100
• food/drinks/misc.: $100-$150

Grand Total: $1047 (this is using the low end of anything that had a range) plus tax

While it is true that my institution would reimbure me for some of the expenses I just don’t think that for me it is an efficient use of funds since after looking at the conference program, the sessions that I can say I would definitely attend are:

Saturday:

• Leadership or Management:Which is it?
• Diplomacy 101: Dealing with Difficult Customers

Sunday:

• Transforming Your Staff
• Moving Mountains: Exciting Trends in Library Delivery Services

Since these two are at the same time, I would have to decide one over the other.

Monday:

• Access Services: It’s Not Just Circulation Any More!

This is one session that I am sad that I will miss as from what I have read it sounds very promising.

Now, before we all start arguing, I am not casting judgement on any of the other programming or assuming that it would not be interesting and informative. My point is that for me, these are the sessions that I find relevant to my daily work. I know I would find other sessions to round out my days and many of them would be interesting, however, for me, the expense is not worth it.   And yes, if I had started my job and joined ALA before the deadline for presentations I would have submitted something related to access services.  Unfortunately, I started around the same time as the conference deadline.

Instead of spending my money on the ALA annual conference, I have decided that the Brick & Click Libraries symposium is much better suited to my interests. This is a one day, academic library conference (they had me at one day!) happening at the Owens Library at Northwest Missouri State University in Maryville, MO this November. Since it is a smaller and one day event, the programming is broken down into concurrent sessions throughout the entire day. After reviewing the program I was able to find a presentation to attend during each session:

• Are we having fun yet? Putting fun into the workplace!
• The Impact of Usage Statistics
• Wikis are Better: Transitioning from Static Research Guides to Wikis
• Measure for Measure: Developing an Assessment Plan for Access Services
• Digg This: Tagging and Social Collaboration on the Web
• Enhancing Library Services through Support Staff Training: A Unique Approach

Cost of Attendance:

• registration: $125
• 2 nights in a hotel ($42/night): $84 plus tax
• roundtrip airfare: $160 plus tax
• care rental: $80
• gas: $50
• food/drink/misc.: $100

Grand Total: $599 plus tax

There are probably many sessions at the ALA conference that cover the 2.0 topics that I plan on attending at Brick & Click, but it is the sessions that are primarily about access services and staff training and development that make this conference valuable to me. And I can get what would take 3 days to see at ALA in one day at Brick & Click for less money.

My point in this post really has less to do with the cost of being an ALA member and attending the annual conference, and more to do with the fact that as a librarian who works in access services, I feel extremely underrepresented in my professional organization. Yes, before you even post it in the comments, I do plan on getting more involved in ALA, but I am not encouraged by what I see. I am a member of LAMA and of their Systems and Services (SASS) committee which encompasses access services, but I see little to no discussion happening. The other factor that I believe comes into play here is that most people who work in circulation, reserves, ILL and document delivery are paraprofessional staff who don’t belong to ALA or attend the annual conference. For some it may be the cost of membership, for others it may be that they don’t feel welcomed. Whatever the reason, I don’t think the number of ALA’s paraprofessional members are a true representation of the number of paraprofessionals in libraries.  We need some sort of group that is inviting to all professional and paraprofessional circ staff.  Something to rally all staff behind and to churn out more programming of our own. I want to be an involved and interested member of my professional organization, I just want more encouragement and interest from the organization’s end.

You Really Can’t Change People

I have been doing a lot of reading about management and leadership lately.  Friday I was handed this great book, First, Break All the Rules: What the World’s Greatest Managers do Differently, by Marcus Buckingham & Curt Coffman.  Essentially, the book is based on in-depth interviews with over 80,000 managers and gets to the heart of what they do well and how they accomplish their goals of motivating and leading their staff.

What the authors discovered was that most of what great managers do flies in the face of conventional wisdom and is very much the opposite of traditional management theory.

I am finidng this book extremely relevant and insightful.  Perhaps the biggest reason I am enjoying this book is because it contends that the revolutionary insight common to great managers is:

“People don’t change that much.
Don’t waste time trying to put in what was left out.
Try to draw out what was left in.
That is hard enough. “

The first sentence of that mantra really hits home for me.  I truly, with every ounce of my being, believe that people don’t and can’t radically change, and that it is almost impossible to try to change someone.  If I didn’t learn that in my professional career, I definitely learned that lesson in my dating life.

Think about this for a moment:  As a manager, how many people have you changed?  I am not talking about breaking someone of a bad habit, which I believe can happen.  I mean fundamentally changing the way someone thinks and acts.

I have worked in organizations where managers have invested a great deal of their time and energy, as well as other employees’ time and energy, dealing with one person whom they think they can “turn around.”  I have watched all the while thinking, “Is this really the best use of mine, and everyone else’s, time and energy?”

Is trying to fix one person sucking the life out of everyone? Are you finding your management decisions and style being driven by dealing with one person or navigating decisions in order to avoid the problems that one person can cause?

If this is the case, then you need to re-focus your energy and accept that people don’t change.  Our job is to change our game plan-not to work around the problem employee, but to engage them in a way that works with their strengths and talents.  Use, as this book refers to talent and skill, a person’s mental filter, to their and the team’s benefit.

Another quote that I think speaks volumes:

“Great managers are not troubled by the fact that there is a limit to how much they can rewire someone’s brain.  Instead they view it as a happy confirmation that people are different.  There is no point in wishing away this individuality.  It’s better to nuture it.  It’s better to help someone understand his filter and then channel it toward productive behavior.” 

I am trying very hard to adopt this attitude and approach into my management skill set.  Needless to say, I am finding it to be a wonderful challenge.

Personal Responsibility

As managers a large part of our job involves keeping staff informed and in the loop about various policies, procedures or information that is happening within the department.  I tend to use email to communicate the bulk of my messages to staff, as well as implementing what I hope will become a once a semester full staff meeting.  I hold a supervisors meeting every two weeks where we discuss any issues or news in the department and then disseminate the information to staff.

I also rely on face to face interactions to convey urgent messages.  Things can change so fast sometimes you don’t have time to have a meeting or send an email before staff may need the information you have.  I will often come to the desk and talk to whomever is on and then work my way to offices and try to touch base with as many people as possible.

We also have weekly staff training sessions that are held three times a week so that staff can sign up when they are free to attend.   We also have a staff wiki that houses most of our procedures and policies.  It is a work in progress and wiki training still needs to happen.

But what happens when you have exhausted email, meetings, putting signs up, wiki entries, etc. and the message still doesn’t get across?

At what point as a manager do you draw the line and say, “You’re an adult.  Take some responsibility for finding out the information and ask me or someone else?”  This is a question that I find myself pondering quite a bit lately.

I am wondering if all my communication efforts are not enough and if I should be doing something more and part of me thinks I am doing all I can.  I find this very frustrating and am running out of ideas and answers.