bookshelves with title 4 Ways to See Your Library

As a librarian who interacts daily with other library staff, it’s easy to forget how our users may view the library. Our patrons may not know where to locate items in our collection or how many items to check out. They’re unsure if they can reserve items or rooms, or the difference between the reference and circulation desks. We have a unique lingo that can be confusing to anyone not living in the same world.

We all need to occasionally view the library with a set of fresh eyes, and I have a few suggestions on how to help patrons navigate your library space:

1) Walk through the library as a visitor.

Use the front entrance and take note of signs posted around the building. Is it obvious where to find the catalogue computer and how to access the Internet? Where are the restrooms? Who could you ask for help finding an item? Where are the library policies listed?

Not knowing where to find and locate answers can be overwhelming to first time visitors. Some people are more prone to ask for help than others. You may be encountering frustrated patrons who ask you for help after they have wasted time looking for items on their own, or leave discouraged without asking anyone.

2) Divide and conquer.

Instead of all staff trying to pay attention to all details everywhere, each employee focuses on the details in a vicinity.

It’s important for the safety of your staff and patrons that you are always aware of what is happening in your library. Assign people to walk through particular sections once or twice a day. This shouldn’t add a huge amount of time or responsibility to their schedule. It can be as simple as checking that there are no big problems and everything is in order, then they can continue on their way.

3) Ask for feedback.

Don’t wait for someone to fill out a comment card, because cards are usually completed when an uncommon positive or negative event occurs. Hold an open house one evening and prop up large signs that promote programs you have held or regularly book. Place a few tables around the room with suggestion forms and have your staff engage in conversation with attendees. As your staff talks and hears about their experience, encourage them to write down notes on suggestion forms, too. An important aspect of an open house is inviting people who are not regulars. Meet with business owners in your community to promote the event, talk to your partner’s coworkers, or pass out flyers at a nearby coffee shop or school.

4) Go beyond what was asked.

No one tells their friends and family about experiences that met the minimum of what they needed.

Florida’s virtual reference service, Ask a Librarian, has a logo that quickly became one of my favorite slogans: “We are librarians. And we know the answer to questions you didn’t even know to ask.” A new patron knows only what they have been told about library policy and usage. You know the rules on how many books and DVDs patrons can check out at once, but what’s known to you may not be known to them. A great customer service experience goes above what was asked to deliver additional information.

Remind yourself and your library staff that it is alright to say: “I don’t know, but let me find out” when you are faced with a question you don’t know how to answer. Write down those questions and share them with your staff. Sometimes a patron will notice something that was right in front of you.

What other ideas have you found to be effective in maintaining an outsider’s perspective for your library?

hand presenting a lit sparkler with title "Library Lost & Found: Choosing Leadership"

Last month, I visited the Rural Libraries Conference in Alberta, Canada to speak about choosing library leadership. The conference is held every year in Grande Prairie, Alberta, which is the biggest city from Edmonton to Alaska, and the attendees are amazing librarians and library trustees from public and school libraries across northwest Alberta.

The focus of the conference this year was leadership, especially the kind of leadership that you can engage in from any position.

Leadership without hierarchy is particularly important for smaller libraries. A library staff of three may not have much of an official hierarchy – but you better believe each of those library employees can be a leader for positive changes.

At the conference, I shared the story of when I chose library leadership, along with five ways that anyone can choose library leadership in any position. This is a condensed version of the keynote address I shared.

True confession: I did not originally choose library leadership.

My library was rearranging services and my position was going to be eliminated. Because libraries are made up of benevolent, human oriented people, instead of laying me off, they looked for another position within the library for me. The only catch: it was a position supervising other people.

I said “Yes” to that position because I liked getting a paycheck, but I was nervous about supervising for the first time. I found very quickly that I would need to learn a lot in order to be a good supervisor. That was when I made the conscious choice to become a leader.

I believe leadership is a choice you make. You choose to go to work every day and create the best experience possible for everyone who walks in the library doors. You choose to go out in your community and advocate for your library. You choose to help people around you change their lives for the better, through the library and beyond.

I want to share few ways about how you can choose leadership and be a transformative power for good. Each of these is a practice that you can embrace from any position in the library – whether you just started yesterday, or you’ve been a trustee for a decade.

Say Yes!

The very first thing you can do to embrace library leadership is so simple: you can say yes.

This means saying yes to a request for help, or saying yes to an idea for a project, or saying, “Yes!!! Way to go team!” It means answering a call for volunteers with a yes. It means saying yes, I am a library leader.

Saying yes has a greater impact than simply agreeing to help out your colleague. Saying yes creates a culture of positivity in your workplace.

I’m a big believer in the power of positivity. I think that the language that we use with each other in our libraries can have an even greater impact than the actual actions that we take.

This practice sounds simple, but simple things can be the hardest. Is there something at your library that you’re saying “No” to lately? Is there any element of it that you can comfortably change to a yes?

Connect to Your Community

The second way to practice leadership is to connect deeply with your community. Of course, libraries are all about community. I’m especially talking about ways to talk about library resources outside the doors of the library.

This isn’t about a marketing campaign or getting on social media – although those are great.  This is about being a personal ambassador for the library just by participating in the community.

Heather Lowe from the Dallas Public Library has a great way of thinking about her role in the community. She says, “Being a public librarian, you are a librarian 24 hours a day. When you go to the coffeeshop, you’re still the face of the library.”

That’s such a great way to think about being a library ambassador in your regular life as a citizen in your community. Just by mentioning what you do in your library, whether you’re a trustee or a library employee, you’re reminding the people you encounter that the library exists and is a vibrant part of your community.

You can connect to your community by joining clubs, volunteering, or simply attending community events – just keep representing the library while you do it.

Is there a community organization that you could join? Is there a way you could build relationships with more people in your town?

Start Something New

Once you’ve connected with your community, you might hear about unmet needs that your library can help with. That’s when you start something new.

I don’t mean that you have to reinvent the library, or radically change things (but if you do, awesome!). This might mean making new improvements to existing programs and services,

Leadership is all about change. If our libraries were completely static and unchanging, we wouldn’t need leaders to help guide us.

Is there a project or idea that’s been in the back of your mind? What could you do to get it going soon?

Be a Mentor

The next library leadership practice that you can embrace is being a mentor. Many of us don’t feel quite ready to be a mentor. Personally, whenever I hear mentoring program, I think, “Great! How can I sign up to be a mentee?”

The truth is, everyone is ready to be a mentor to someone else.

Mentoring is really about encouragement and storytelling. You don’t need to be an expert to be a mentor. All you have to do is give moral support, and share stories about your own successes and failures.

If you’ve had a mentor, you know how important it can be to your career development – not to mention your self confidence.

You can make a huge impact by mentoring one group in particular: library pages. Lots of librarians got their start as a page or shelver. How many of those people do you think envisioned a lifelong career in libraries when they first started their jobs? How many do you think got support and encouragement from a more experienced employee?

Libraries are most effective when their employees reflect the diversity of their communities. You can help make the profession more diverse by hiring and mentoring library employees from diverse backgrounds.

You can start being a mentor by giving support and encouragement to other people especially people newer or more junior than you. If you’re on a board, you can take new board members under your wing. If you’re a long-time staff person, you can give advice to people figuring out what they want to do with their careers. It all starts with being supportive, encouraging, and willing to share.

Is there someone at your library who needs a little encouragement or direction? Can you talk with pages about their careers?

Share What You Do

Mentorship starts with sharing, but library leadership also means sharing more widely.

Libraries of all types are facing transformational possibilities – new ways of delivering collections, changing information needs, and of course – striving to doing more to serve communities while facing the reality of a budget.

Sharing what you do with the wider community of libraries engages you in leadership in the profession.

I want to encourage each of you to find a way to share your own story with a wider audience. Just as with mentoring, you don’t have to be an expert or have all the answers. You just need to be willing to share. Someone else might be going through the same issues. Your story might be about your own personal journey in libraries, or about something cool going on with your library.

Sharing what you do is like mentorship on a wider scale. Your efforts can spark ideas in libraries across the world.

There are many ways you can share what you’re doing. You can write journal articles or blog posts. You can put together posters or speak at conferences. Or, you can connect and share with a wider library community on social media. 

What awesome things are happening in your corner of the library world? What venue could you find to share them in?

These are five practices that anyone can use to choose library leadership, and making that choice is good for your community, for your library, and for you.

We know that our day to day efforts in libraries make our communities a better place. By taking on a leadership role, you can amplify that good in your community. Leadership can lead to new and better services for the people you serve.

Our communities need more voices coming from places like the library – voices that will advocate for service people in need, voices that will talk about investing back in the community, and voices that have a unique view on what’s going on in people’s lives.

Leadership is good for your library.

Your advocacy can bring in more funding for your library. Your efforts as a leader – including mentoring and sharing – will result in good things for your colleagues.

By demonstrating the possibilities for enacting positive changes, your leadership will have a ripple effect through your library.

Most of all, lead for you.

Leadership opens up career possibilities. For me, embracing lead to more and greater career changes than I ever thought possible. This was in both subtle and direct ways – for instance, during the interview for my most recent job one of the interview questions was, “What’s your approach to leadership?” But the subtle ways included connections I made with people, or projects that I saw through to the finish line.

Finally, leadership feels good. Embracing leadership gives you a sense of self-determination, of influencing your own destiny. Once you choose leadership, you can choose your own direction.

Agents of Chaos

Kevin King —  September 30, 2016 — 1 Comment

img_0078Dr. Michael Stephens (, @mstephens7) is an agent of chaos. I have heard him speak numerous times and his consistent message is that as librarians, and leaders, we need to allow as much chaos as we can stand. Successful libraries open themselves up to chaos to inspire curiosity, creativity and discovery. This in turn will make libraries more relevant to the communities they serve.

How open to chaos are you? Do you freak when your perfectly laid plans fall apart? Does your anxiety in these situations affect your ability to lead? Being able to embrace the situation when things fall apart is a sign of a good leader.

Invite some chaos in your life. Your response to chaos is up to you, but more often than not it will lead a more vibrant and exciting library.


Kevin King —  September 26, 2016 — 1 Comment

Being happy is better than being king. – Nigerian proverb

Sinek’s Circle of Safety

Kevin King —  September 22, 2016 — Leave a comment

I have been thinking a lot lately about the “Circle of Safety” as described by Simon Sinek in his book Leaders Eat Last: Why Some Teams Pull Together and Others Don’t.

I am a huge fan of this book and Sinek’s idea that strong organizations have a strong, but also porous circle of safety. The circles are strong in a way that members in the circle support the teammates on each side of them. If a threat is coming directly at them, they are confident that each flank is covered by someone they trust. In this scenario, an individual can give the threat their full attention. Successful circles of safety are porous because the leaders in this circle know to only let in individuals that will not cause havoc. The circle’s leader is tasked to make sure they keep it strong, porous and welcoming to all who are committed to the library’s mission.

It’s time to check your library’s circle. What can you do to strengthen it and at the same time keep it porous enough to let the right people in?