TRLN Management Academy Day One – A Business Case for Diversity

Presentation by Dr. Jose Picart, Vice Provost for Diversity and African-American Affairs, NCSU

Libraries continue to struggle with the idea of being a business or adopted a business model.  One of the facets of this model is to figure out where diversity fits and how we can customize our products and services to our different patron needs.

The biggest challenge is trying to define and understand what is diversity.  A few definitions from the group:

• a gathering of differences and similarities
• recognizing and accepting (if not agreeing) what ways we are different from one another
• valuing and blending the differences
• broadly defined, has benefits and challenges, results from the interaction between people who are difference and everyone is valued, respected, and included.

Once we understand what diversity is, we need to know how is presents itself in the library:

• patrons: students, faculty, staff, alumni, affiliates, etc.
• staff: faculty, professional, para-professional, clerks, etc.
• subject expertise or specialty
• gender, race, sexual orientation, religion, etc.
• public services versus non-public services
• administration versus the rest of the staff
• tenured versus non-tenured
• digital divide: those who have their own technology or possess high skills versus those who don’t
• MLS versus non-MLS
• day versus night staff
• undergraduate versus graduate students

Libraries perform many functions and hold similar values to businesses:

• excellent customer service
• budget and fiscal responsibilities
• facilities management
• connecting people with information resources
• rapid turn around time or delivery or materials
• instruction, reference, ILL, printing, photocopying, document delivery, lending, borrowing
• off site shelving/storage
• managing these services
• interacting with vendors- publishers
• partnering with other campus units or consortia
• training and staff development
• publicizing events and services: blogs, wikis, web sites, campus and/or library orientations
• outreach
• public services referrals
• mission/vision/values/strategic planning for the future
• internal and external customers
• competing for donors or funding
• valuable campus real estate
• services which we don’t make, but actually lose money providing
• provide IT support

We also have mechanisms in place to tell whether or not we are doing a good job:

• patron feedback
• circulation/gate count/download statistics
• financial support from campus and/or donors
• new services
• staff turnover and retention
• attendance at events or classes
• number of ILL requests processed
• turn around time of material delivery
• partnerships and collaborations with other organization both on and off campus
• expansion of collection or numbers of volumes sent to off site facilities

I really enjoyed this presentation and it got me thinking a bit broadly. I am not sure if this is really the “matter of survival” that is being portrayed?????? I may argue that more problems are issues are centered around situational or position than with diversity. I think we need to listen to the voices that we may not have been paying attention to previously, and that will help us drive change or re-shape our environments.