[OPLINLIST] morale

Mon Apr 6 08:42:14 EDT 2009

I had several requests to summarize for the list so here are the
responses. Thanks for the replies!

Rachelle

I think that a thank you note goes a long way with staff or even just a
pat on the back to let them know they are appreciated.

With patrons, a kind word or a smile can simmer someone down.  These are
free things and sometimes seem obvious, but we may be overlooking.

Just keep smiling. Engage people in conversations and don't afraid to be
silly. You can't change the issues or the tragedies people face in their
lives but you can interact with them to show them that someone... even
if it is a "stranger"... cares about how they're feeling this one
particular day. Make them laugh, show them your "human" sides (funny how
people think librarians don't have that!) Show them your sense of humor
and that we're all in the same boat. If they're your "regulars," ask
about their children, their grandchildren; nothing helps as much as
getting people to talk about themselves.  Find out what they like and
suggest some books or movies.   

You can't change what you can't change. But you can offer the one thing
we all have the ability to give; a smile and a willing ear. It works. To
quote one of my favorite Bruce Springsteen songs, "give a little of that
Human Touch."

Hello, Here's a little thought. How about a kiss? Have a bowl of
Hershey's Kisses or Hugs at the circ desk to pass out to patrons. I've
heard this used as a promotion during Library Week etc. I know it won't
solve anyone's problems, but it might get a smile.

Good luck with staff and patron morale. I think we're gong to be dealing
with this for a while to come.

You are not alone in noticing more customers in foul moods and
increasingly stressed out staff.  Here is the link to an article that
appeared in the New York Times yesterday talking about this very
problem.

http://www.nytimes.com/2009/04/02/us/02library.html?pagewanted=1&_r=1&sq
=library&st=cse&scp=2

In times like these when the world seems cloudy, bleak, and the sun is
hidden behind a cloud, we have the opportunity to shine.  (Both
personally and professionally) 

Personally, I can give myself an evaluation.  Am I encouraging and
praising my coworkers?  Am I a team player?  How can I make the rest of
my team look and feel better?  Did I complain all day?  Did I try to
find humor and hope and if I did, did I share it with others?  Did I
help someone today without being asked?  

Professionally- We can evaluate our library, our profession, our
mission.  Some libraries are assisting displaced workers by offering
workshops on resume writing and promoting computer availability.  We
have so many resources to share.  

Promote teamwork.  Shelving materials can be a slow, draining process,
but we have to do it.  A while ago we had an enormous load of materials
to shelve.  We designated certain times for our employees to drop what
they were doing and race to the stacks to shelve a truckload of books.
We all worked off of the same truck.  In a matter of minutes we would
have an empty book truck.  We laughed as we worked and the camaraderie
made the job seem less monotonous.  

Have a "free smile day."  Everyone who walks through your doors gets a
free smile. 

At SEO a lot of our morale is food related.  : )  Arrange for your staff
have a cookie or treat exchange during lunch one day.  Order in pizza
for lunch or better yet try a potluck.

One of the things that I have been hearing, directed to me personally is
"At least you have a job!". This is coming from the recently laid off
and unemployed who are coming in to apply  for their benefits. If they
only knew...our jobs are on the line as well due to harsh budget cuts
and lots of libraries have been cutting hours, staff and branches, as
you probably already know.

I'm glad to know that I'm not alone in catching the grumpy attitude from
patrons! I look forward to seeing  your replies on this.

We are in a small rural library system and we do know most of the folks
who walk through our doors and that is a help!  We take a very personal
approach to  our patrons and we do care.  We make sure to greet each one
with a smile and send them out with the same.  We listen as we check
them in and we listen as we check them out.  We try to overlook moods
and attitudes and instead change them with our positive ones.  Times are
tough and uncertain, but people do respond to genuine caring and concern
and everyone wants to feel like what they have to say is important! We
are all in this together and that is the truth!! The Golden Rule still
applies and since I may be on the other side of the fence I try to treat
others like I would want them to treat me!

Chocolate is always good!!! At our small library since Friday is a
little less stressful, because we don't have any programs of any sort,
the staff who works does pot luck once a month. We will try to stager
lunches so some can eat at the same time. We have evened started having
a theme luncheon. March we celebrated St. Patrick's Day with an Irish
stew, we plan to have a Cinco de Mayo in May. For our patrons, we will
occasionally do small contests and pass out a small candy bar (the 10
for a $1.00 packages) We're doing a simple put your name in for a prize
(book or cd) for National Library Week.  For staff birthdays, we will
try to bring in a small cake to share or homemade cookies. Some of us
garden, and will bring in a bouquet of flowers from our garden and have
them where we and our patrons can see them. It's tough to be happy all
the time, but a simple smile can always make someone feel better. 

In my book, "Castles Against Ignorance", I have several chapters dealing
with the morale dilemma and the issues raised in the recent New York
Times article. This chapter here, on Camaraderie, focuses on Rachelle's
staff issue, beginning with one fun and healthy tactic...food days! The
chapter begins with a true description of the night and day after 9/11,
and how coincidentally Lakewood Library had scheduled its annual Fall
potluck on that day, and how it helped us through that scary time. 

http://www.castles411.com/camrad.doc

It then focuses on several morale issues, especially the challenge faced
with a multi-generational work force. My solution, installing pride! I
believe recognition, responsibility, and reason are approaches to
instilling pride that all the generational groups can be nurtured with.
>From the book:

The three R's:

Recognition - your creativity, problem solving, heroism. These things
have to be highlighted, broadcast through the organization as well as
the community.

Responsibility - your role, your contribution, your duty. Understanding
of what happens when things go right, as well as when things go wrong.

Reason - our mission, why we are here. The impact on our community, our
culture, the future of the world as we shepherd minds through the
stacks. 

Promoting work-place pride is a technique that will lead to making
libraries solid educational environments. Like a propeller pulls a
plane.

Rachelle Miller

Director

Troy-Miami County Public Library

419 W. Main St.

Troy, Ohio 45373

937.339.0502 ext. 16

________________________________

From: Teri Silver [mailto:tsilver at delawarelibrary.org] 
Sent: Thursday, April 02, 2009 11:34 AM
To: Rachelle Miller
Cc: oplinlist at oplin.org
Subject: Re: [OPLINLIST] morale

Just keep smiling. Engage people in conversations and don't afraid to be
silly. You can't change the issues or the tragedies people face in their
lives but you can interact with them to show them that someone... even
if it is a "stranger"... cares about how they're feeling this one
particular day. Make them laugh, show them your "human" sides (funny how
people think librarians don't have that!) Show them your sense of humor
and that we're all in the same boat. If they're your "regulars," ask
about their children, their grandchildren; nothing helps as much as
getting people to talk about themselves.  Find out what they like and
suggest some books or movies.   

You can't change what you can't change. But you can offer the one thing
we all have the ability to give; a smile and a willing ear. It works. To
quote one of my favorite Bruce Springsteen songs, "give a little of that
Human Touch."

Teri

Teri Silver
Public Relations Specialist
Delaware County District Library
(740) 362-3861
tsilver at delawarelibrary.org 

On 4/2/09, Rachelle Miller <rmiller at tmcpl.org> wrote:

	In these difficult times, we are seeing an increase in the
number of people in foul moods who are using the library. It's very
stressful for the staff, in addition to the stresses the public have and
are bringing with them when they come through our doors. I'd really
appreciate some examples of ways to increase morale and lift spirits.
Obviously we don't have the money to spend on gift certificates and
things like that, so suggestions on cheap and free ways to boost the
morale of the staff and public would be appreciated!

	Thanks in advance!

	Rachelle Miller

	Director

	Troy-Miami County Public Library

	419 W. Main St.

	Troy, Ohio 45373

	937.339.0502 ext. 16

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