Empowering Library Staff and Customers by Feldmann, Christine D.; Hollerbach, Catherine E.;

Short description:

Learn how to create a library culture that not only empowers and supports its staff but provides compassionate and innovative services, helping customers and communities thrive.

Long description:

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Learn how to create a library culture that not only empowers and supports its staff but provides compassionate and innovative services, helping customers and communities thrive.

Everyone wants a supportive workplace where they are valued, trusted, and empowered. Library staff also want to serve the diverse needs of their customers and community. Is it possible to have both? Yes! Learn how to create and sustain a library environment where the needs of staff and customers are mutually supported without sacrificing efficiencies. You'll discover how you can enhance employee satisfaction and performance while improving the quality of service provided to help build more successful communities.

Real-world scenarios show why simple policy changes like allowing food and drink in the library or permitting sleeping can demonstrate trust and why flexibility in scheduling won't result in complete chaos at your branch. This guide provides ways to break down silos between management and front-line staff to work together for the advancement of all.

The authors share on-the-ground examples of how to shift decision making from a ""follow the rules or else"" approach to a trauma-informed and flexible environment where the needs of both staff and customers are valued. You'll better understand how saying yes can improve your reputation, increase funding, and enhance your library's value to constituents.

All levels of workers, from the newest library staffer to the CEO and governing board members, will benefit from this guidance-because everyone has a role in building a culture of teamwork, trust, and respect.

Table of Contents:

Acknowledgments

Chapter 1: Building a Culture of Connection: Empowering Communities through Trust and Compassionate Leadership
Chapter 2: The Power of Trust: Cultivating Compassionate Leadership for Thriving Workplaces and Communities
Chapter 3: Redefining Library Service: Empowering Customers in a Modern Era
Chapter 4: Shaping Workplace Culture: Understanding, Defining, and Nurturing a Positive Environment
Chapter 5: Understanding That Your Community Is Not a Monolith
Chapter 6: Building Trust from Within: Cultivating a Collaborative and Supportive Culture
Chapter 7: Dealing with Burnout and Trauma
Chapter 8: Turning the Tide: Overcoming Staff Morale Challenges and Addressing Complaints
Chapter 9: Building Bridges: Strategies for Earning Trust with External Audiences
Chapter 10: Cultivating Partnerships and Trust for Customer Success
Chapter 11: Tailoring Trust: Special Considerations for Building Relationships with Unique Audiences
Chapter 12: Special Considerations: Creating a Welcoming Environment for Neurodiverse Customers and Staff
Chapter 13: Building Trust with Naysayers and Complainers
Chapter 14: Navigating Freedom of Information Act (FOIA) Requests
Chapter 15: Tangible Strategies for Building Trust Through Social Media, Protecting Intellectual Freedom, Equity Work, and Public Health Initiatives
Chapter 16: Building Trust through Community-Driven Innovative Programming
Chapter 17: The Impact of Unionization on Library Culture
Chapter 18: Moving Forward: Taking the First Steps and Shaping the Future You Want for Your Library

Bibliography
Index