This post is not for any of the official assignments as I feel like I need to be upbeat and positive about serving our communities and patrons when I write those. However, I just wanted to share that some of the readings in Module 5 were hard for me to read. Specifically, the ones focusing on how patrons are always right and about needing to get to know your patrons on an intimate personal level to best serve their needs. I understand the logic behind this. However, it also makes me anxious. Last year, I had a bad experience with patron-perpetrated sexual harassment. At the time, while dealing with that, I could barely staff the service desk, let alone have any kind of personal conversation with a patron for fear it might happen again.
When we talk about serving our communities, I sometimes forget that I am also a part of my own community, and I deserve to feel safe in the library as well. A year out, I feel much better about patron interactions, and I realize most patrons don’t have bad intentions. I can be personable without being personal. I don’t owe anything to patrons beyond what I am comfortable sharing. This has been a shift in mindset for me. I am better about standing up for myself, and I can still be helpful without it being a detriment to myself. So, folks, use your employee assistance program to talk to counselors. Know your rights. Advocate for yourself, and document things that don’t feel okay. Also, share your struggles with your coworkers because they might be experiencing them too, and you don’t need to struggle alone. Module 5 was all about creating a community that supports all the needs of our patrons. Don’t forget to include staff in this as well!
Rachel,
Thank you for sharing such an honest and in my opinion vulnerable post. I can completely relate. I work FT as a teacher librarian, but also work in a very PT capacity as a Library Assistant at the public library in my own community. I think the guest service piece often excludes what it is like for the service provider (library staff) to be on the receiving end of unwanted, uncomfortable, or inappropriate behavior from patrons. It is not easy to navigate and I think therefore can get left out of the conversation entirely, which is the opposite of what needs to happen. This needs to be discussed regularly and safeguards should be in place. Thank you for bringing this to the discussion.
@carahuttinger I am sorry you can relate, but thank you for sharing. This is a big problem that, unfortunately, affects many library workers. Like you said, abuse from patrons is not often talked about, and I have been disappointed in general to see how LIS education does not prepare future librarians for this reality.
@rachelll I appreciate you sharing such a personal post with us. I am so sorry that this happened to you. You also make some very good points about a personable approach to library work. I would hope that for anyone experiencing this library administration would have the employees back at all times and not to tolerate anything making staff uncomfortable in the library setting.
I agree. The support you receive (or do not receive) from your administration is critical. You need to be able to trust your leaders, and their actions (or inactions) during tough situations like these can say a lot about an organization’s culture and values.
THANK YOU FOR SHARING THIS, RACHEL.
This is unfortunately a blind spot in many mission-driven organizations that implicitly (or explicitly) perpetuate an expectation of martyr-like staff dedication to the workplace at personal and professional cost. Caring for library workers is part of community well-being, and any harm or abuse must be addressed! Vocational awe is not an excuse for poor treatment, underpay, or any type of exploitation.
Well said, Nancy. I couldn’t agree more.