Nothing is different, but everything's changed -- that's really true for libraries!

I recently attended the Lead the Change conference at Nashville Public Library, sponsored by Library Journal. David Bendekovic was the speaker, and he encouraged us to realize that regardless of our job titles, everybody in the library needs to think of themselves as a marketer to meet the changing needs of existing patrons and reach new users. I found this especially important as I have been working to clean up our patron database and accept the challenge from Sandra Nelson to keep our users current within a three-year span. Wow, that bit a chunk out of our registered borrowers on file, and made me realize that we have a LOT of work to do to not only keep current patrons active and constantly renewing their cards, but attracting new users as well. We went as a system from having a total of 146,039 card holders in 2011-12 down to 92,094 in 2014-15. This means we’ve removed around 50,000 inactive patrons from our database! It hurts to think of that loss, but I can now say that our numbers are much more realistic. Unfortunately, this means that we are now only reaching about 37% of our total service population, which is 254,632 and growing.

In leading the change, each of us leads within their sphere of influence. But in order to lead, I need to know myself and my strengths. I encourage you to take this free test to see what your areas of strength may be. This is a shortened version of the Myers-Briggs personality test http://www.humanmetrics.com/cgi-win/jtypes2.asp but it is helpful to gain insights into what makes you tick or perform the best. There are many tests like this that can help us each better understand who we are and our strengths. Working in our strengths gives us energy and enjoyment.

Once you know yourself better, you can seek out areas of growth. This is one reason one of our goals each year is to attend one training or webinar. We all have things to learn related to our jobs, and the more we seek growth, the better able we are to meet patrons’ needs and enrich the services of our library. The better we are at living out our strategic plan and the key words of “explore, imagine, engage”, the more our community knows what we stand for at LPLS.

Paul Simon has a song which goes: “Once upon a time there was an ocean, but now it’s a mountain range. Something unstoppable set into motion. Nothing is different, but everything’s changed.” David Bendekovic tweaked this by saying: “Libraries: Something unstoppable set into motion. Nothing is different, but everything’s changed.” Libraries are creating an environment where people can come and change their own lives.

I think we are on the right track with our strategic plan and our vision of being the place where people can explore the possibilities, imagine what could be and engage in experiences that lead to growth as individuals and a community. This is an ongoing conversation as we seek to lead from our core values to be what people are interested in and thus engage them in an on-going relationship.

We Have a New Front Desk!

We have a New Front Desk at Linebaugh!

Ben, the IT guy, at our new desk

Lots of extra space, as noted by our new carpet tiles

Though it’s still a work in progress, we do have a new front desk at Linebaugh! We are getting great compliments from patrons, and staff is adjusting very well to the new space.

This has been something we’ve been planning for since I started here, so I’m thrilled to see the (almost) finished product. We should have everything finalized by the end of September, as there were some mistakes in the order, but we’re still functioning in the meantime. I do appreciate the Linebaugh staff’s flexibility during the transition and installation (that was a fun day), and as we wait for the final pieces to be installed.

This summer has been one of tests and trials for us at Linebaugh. Let me give you a short list of things we’ve been dealing with:

• Front desk transition
•  HVAC problems and some very hot days for staff and patrons
• Challenges with the new Wandoo Reader program for Summer Reading
• Some especially sketchy patrons and incidents
• Renewal of efforts to steal library materials
• Front enclosure problems
• Mystery break-in or break-out.

So, what do we do in this ever-changing and challenging environment? I’ve noticed some things here that I’d like to share in this summer of trial:

1.      We learn new skills.

I can tell you that I’ve learned more about HVAC systems that I’ve ever cared to know in my life. I’ve had to in order to be able to talk with technicians and sales reps and facilities committees. Now, however, I can talk the talk and add this to my resume of knowledge.

2.      We learn to be more observant.

With several of the incidents we’ve had, I have noticed staff members becoming much more aware of what is actually happening in the library. We all have a tendency to get “into our own little worlds” when we work, but part of working with the public means we need to be alert to the people in our buildings and what is happening around us.

3.      We learn to speak up when there’s a problem.

With all the responsibilities each of us has, I have discovered that a supervisor or IT person may not instinctively know that something is broken or not working unless I tell them. So, I have a choice: Speak up and tell them about it (In a nice way) or keep quiet and allow the issue to become a source of ammunition to use against them later. I’ve especially been very thankful to Mindy Barrett this summer who has been our “go-to” person for Wandoo Reader, as she has been on the phone and writing those emails to Evanced whenever something didn’t work with the software. I think Mindy will be the first to say that because she stayed on them with the problems, the company continually worked to get things fixed. This works for in-house issues as well, as I really appreciate the ability to send a ticket to the IT staff with problems knowing they have a great system to get priority problems fixed quickly. Just email them @ Linebaugh IT Support.

4.      We learn to analyze better.

I love watching Garrett and Kathleen try to figure out a problem. Looking at procedures that are shaky, they work through them together, revise as needed, test them out and then say: “Let’s go with it this way for a while.” With all the transitioning with the desk, we have definitely had to revisit workflow and habits. I’ve so appreciated Kathleen and Garrett’s willingness and leadership in analyzing everything that is going on behind the scenes up front.

5.      We learn to laugh.

There are some days when you just can’t imagine anything else happening in the library. When Garrett is digging through the men’s restroom trash can searching for contraband and finds a prescription for Oxycodone, a vodka bottle and two covers of graphic novels that have been ripped off? Or, when Jonathan is trying to wake up a patron who is in a drunken stupor asleep in the stacks? Or, when Becky sends me an email picture of a vodka bottle a patron found behind one of the public computers. What can you do? That’s when I feel led to post a picture like this on Linebaugh’s Facebook Page and try to quickly close the door on Friday night.

So, it’s definitely been an interesting summer, but not one without lessons and growth. What’s even more amazing is I’m excited for the future. Yes, even with all the above, we’re looking at great days ahead as more and more people connect with the library and the services we offer. It’s a great day, we have a new front desk!

Accomplishment

For three years, I have spent time doing special projects along with a week of each year participating in intense training to complete certification as a Public Library Manager. I think what I learned the most is a wider perspective of the library world in our State, coming to know other librarians in a personal way. Hearing their stories, seeing pictures of their libraries, and realizing their struggles helped me to see how much I have to be grateful for. So, first of all, studying with others is good for reminding us we're not unique or alone in this job of management.

I also have learned that leadership takes many forms. Sometimes, it's just being a listening ear or helping someone print. Leadership can also come in the form of direct suggestions or modeling. What is crucial is knowing how to adjust your form of leadership to meet the needs of those around you. Leadership can also be a lonely place, as not everyone wants to be close to a leader, whether they feel threatened, intimidated or just prefer to do things their own way. A leader learns to adjust to how people react as well.

Our library system is on a good path, as I've had the opportunity to analyze it during these past three years. We've come a long way, and I now see how we can serve as a model to many other libraries, because just like my experience at the Public Library Management Institute, our system is made up of large, medium and small libraries in a variety of locations, meeting the needs of a variety of communities. As we grow and change in meeting our patrons' needs, we can share what we're learning with others in our field. That's a great feeling and gives me a lot to look forward to for the years ahead.

Everybody likes a challenge

At a recent management training, our facilitator used the Survivor TV show as our theme for the week, complete with opportunities to be challenged in groups. While TV shows are often used to bring some life to various meetings, not being familiar with Survivor, I was not sure I cared for the idea of doing some unknown activity with a group of peers to win a Moon Pie.

However, I've learned that despite my initial tendency to want to sit on the sideline, you can have much more fun being part of the game and cheering others on. After all, it's not who wins but how you play the game that counts. This is true in game participation, work and life in general. It all starts with your attitude.

We can choose to be unhappy and irritating or we can find a bright spot even in a game that gets us way outside our comfort zone and just focus on that. That in itself can be the greatest challenge!

Working as a Group, Pt 2

Learning to work in a group is not always easy, and sometimes as completion time nears, stress increases. I have recently been able to witness an amazing array of group dynamics as a group of librarian-professionals-in-training were forced to produce a project with others who in most cases were extremely different from themselves.

Such situations are interesting when you think of the fact that these are the library directors and branch managers who are facing these issues. Why would we expect any more of our staff members, if we ourselves cannot function in a group setting?

I am happy to say that I had a great group, and we worked well together. This, I think are some quick tips to working as a group:

1. Step back from your ego. You are now part of a team, and it's not all about you.

2. Quickly analyze the strengths and weaknesses of your team members, while realizing your own.

3. Remember that working as a team may mean you have to do something that is not within your comfort zone for the good of the group.

4. Be willing to help others learn something new as you go, so they can grow and develop their skills.

5. Be kind.

6. Carry your part of the load.

7. Give everyone credit for a job well done.

8. Count it as a learning experience -- you learn about yourself, how to be a part of a team, how to lead and how to follow -- all in one setting!

Old Advice is Still Good Advice

We are very quick in today's world to throw out the old to embrace the latest and newest, and yet today I was again reminded that much of the old is still very relevant and useful for leaders today. I was given a book, courtesy of the Tennessee State Library and Archives, by Dale Carnegie entitled: "How to Win Friends and Influence People." This book, written in 1936, is timeless in its value for leaders, and I look forward to digging into it in a deeper way after the overview we received.

The talk began on the importance of our frontline staff providing the lasting impression on all who enter the library, and how Carnegie's book can help us in training them in this area. I thought what could a 1930's book do to help me with my staff in the 21st century? Yet, as I saw the principles from the book I was amazed at how spot-on Carnegie was and still is for how we can influence not only as frontline staff with our pratrons, but as leaders who seek to influence staff, patrons and governments on behalf of the library.

So, be sure there will be more to come from Mr. Carnegie in future blogs, but in the meantime don't dismiss the old as we seek to impact the world around us.

Team Work -- Really?

Ask me to do something, and I'm all in; ask me to do something with a team, and I instinctively roll my eyes. Teamwork is not a natural thing for me, but is something that requires me to get outside of my comfort zone. When I am put in a situation that requires me to work as part of a team, I have to consciously step back and become something that is outside of my nature.

Is it fun? No. Is it easy? No. Is it beneficial, Yes. I have to admit that when I'm forced to work with others, it helps me be a better leader, because I force myself to think of others, who they are, their gifts and even their weaknesses. I find myself working to encourage and push others out of their comfort zones in order to grow, all the while knowing that I'm doing the same -- growing, learning, becoming vulnerable and ultimately a true part of a team.

What do I learn from being put in team-building situations? I learn that when I'm pushed outside my comfort zone, I can still find ways to grow as a leader and take what I learn back to my library as I seek to grow my own team for the betterment of our institution and patrons.

So team work, really...yes, because it's an chance to grow and consider others for a change.

Fear's affect on the workplace

Do you fear change? It’s understandable, many people do. If change is hard for you, as it is sometimes for me, I hope you’ll find encouragement in some steps for facing fear that I recently heard via Rory Vaden.

The first thing to realize is that in the majority of cases, FEAR is False Evidence Appearing Real. Ask yourself the question: How many of the things you have been afraid of have truly come to pass? Our imaginations and creativity are wonderful tools for work and productivity. They can move us in positive directions for finding solutions to problems and developing new initiatives, but when fear enters the picture, that same creativity can be moved in a negative direction as our minds begin to imagine all the horrible things that can happen as a result of what we perceive to be happening as a result of the change.

We all have fear, that is a given, but how we deal with fear varies. Rory gives some great helps in overcoming fear from a book by Jon Acuff, entitled: Start: Punch Fear in the Face, Escape Average and Do Work that Matters.

1. Label it. Write it out on paper or speak it out loud. When you voice the fear, it begins to lose its grip on your mind.

2. Counteract it. Refute it with truth. Put your creativity to use in a positive way, and find the supporting evidence for why this thing is not likely to happen. This helps you gain confidence

3. Share it. Fear fears community. Fear impacts the individual, but when we share it, others will start to share their perspective of how ridiculous what your fear sounds. This helps us to see that we were actually allowing something to affect us that was not true, but only lived in our imaginations. 

Creativity is a wonderful thing in the work place. Which will yours be – positive or negative? Don’t let fear hinder you from making a positive and productive impact to your library.

Little Things Make a Difference

Sometimes it’s the little things that make the most difference. A staff member sent me an email this week that reminded me of that when he shared that many patrons have commented on how much they like the changes happening at the library – he was referring to things like the flash drives we now sell. It seems such a small addition to the services we offer, but to the patron who needs to save an important document, it makes all the difference in the world to be able to buy the jump drive on the spot.

I think it’s actually been more rewarding to see how these little changes affect our patrons rather than having a one-time huge new building to wow them. Why? Because it shows our community that we are moving forward to meet their needs. All I have to do is look at the patron suggestion list and know that we’ve come a long way in responding to their desires. Let me show you some examples directly from our patrons of what I mean:

May 2012:

• Books are handled by many hands -- to keep hands cleaner we need paper towels in the rest rooms, please! DONE 2015!
• Many children’s series books such as 39 Clues and the American Girl books are written by multiple authors and are located all throughout the juvenile fiction area. My kids are trying to find the next book the series have a hard time finding it. Our last library had a section for series books where all the books in a series were shelved together making them much easier to find. We would suggest the same for Linebaugh libraries. Made posters to help them with these series 2013!

June 2012:

• I wish we could be allowed to bring water into the library. No more major restrictions on beverages 2014!
• In the future, could there be a “quiet computer room” for people without children and talking. Just quiet. Appreciate the computers. Computer Lab 2013!

December 2012:

• Please find a more efficient way to shelve/display DVD’s. Done! 2013 – 2015!

April 2013:

• Have more children computers. Done Fall 2014!
• I think there should be a play area for kids. Added Duplos, puppet stage for kids 2015!
• Fix the men’s restroom door handle. Changed all bathroom handles 2013!

November 2013:

• Scanners. Coming May 2015!

June 2014:

• Simplify getting a computer upstairs. Done Fall 2014!
• Add Signage to indicate where NF is located. Not on sign pointing upstairs. Done 2015!

Are we listening to our patrons? Yes, in small ways and large, and as a result, I know we will continue to hear even more good things about how our libraries are viable, valuable and vibrant!

Keeping the Library a Place of Integrity

I want to share some thoughts I’ve gleaned through Rory Vaden’s books: Take the Stairs and Procrastinate on Purpose. I’ve enjoyed these books, because they have helped me to work on focusing and purpose in my own life. One area Vaden speaks about deals with integrity, which he describes as the congruence between your words and your actions. There are six ways to strengthen your integrity as well as six ways to weaken it.

Vaden’s 6 ways to keep your integrity:

1. Give yourself AR’s (Action Required). When you speak with someone, or respond to an email or phone call, you use phrases like: “I’ll get back to you on this in two days” or “I will finish this by Thursday”. This provides the person a specific time when they can expect something from you and allows you to show that you can fulfill what’s asked of you.
2. Always be on time. This helps others to see that you respect their time, your work schedule, or other obligations.
3. Over-deliver always on what you promised. People take notice when you produce more than what you said you would do. It adds weight to your words. It also allows for forgiveness during those times when perhaps you are not able to complete something on time or as well.
4. Don’t exaggerate the extent of your problems or magnitude of your achievements. Basically, this means don’t over exaggerate. Let your words speak of the reality of what’s going on in your life.
5. Tell people what you are afraid of and what you’re disappointed in. When you share your fears or struggles, it adds to your integrity, because it shows you’re honest.
6. Go directly to the source of any conflict you have. Watch out for the gossip triangle!

All these will increase the power of your words and strength of your integrity.

Vaden’s 6 ways to weaken your words:

1. Breaking promises.
2. Uncontrolled language.  Keep your language intentional. Don’t let words fly out of your mouth without thinking about what you want to say.
3. Tearing others down. It’s always a big deal to talk bad about other people, because even if the other person has the same opinion, they will know that you might do the same about them with someone else.
4. Creating backdoors for your commitments. Making commitment qualifiers: “I should be able to…” or “I’ll try to…”
5. Using too many words. Mark Twain said: “Brevity is the essence of wisdom”. Using too many words always dilutes the impact of your message.
6. Intellectual dishonesty. Allowing someone to believe something you know is not true.

                                                                         

Though we know the definition of integrity to be the quality of being honest and having strong moral principles; moral uprightness. I also like the second one given: the state of being whole and undivided. When we strengthen our integrity, others will see us as a person who is whole, sure, and trustworthy. I think these are all values we can not only work on as individuals but also as a staff, as public libraries have long been considered places of integrity. 

Significance

When I looked at my last post, I realized that it was related to the same author I wanted to discuss today: Rory Vaden. I have just completed his second book, Procrastinate on Purpose. Like his earlier book, Take the Stairs, this one focuses on time management or more specifically how to multiply our time. One of the most important messages I took from this excellent book is boiled down to the word: significance.

I have always been a person who prioritized and made a To Do list for each day, but Vaden took this to a whole new level for me, and I think it is very relevant for anyone in management. Not only do I look and analyze what I have to to do, but I need to think about the significance of each action, appointment, email, and telephone call. This affects every area of my life, not just professional, as I think about the significance of all I do in life.

For a person who is seeking to make a difference as a leader, this means that I will be saying "No" to certain tasks or even people and "Yes" to others. There is a constant evaluation process going on in my head to literally judge everything that faces me each day.

While it can sound tiring, I realize that as time goes on, I develop the skills to more quickly and painlessly evaluate and organize my actions each day. This can have dramatic effects on our libraries and how we lead and model leadership for others. I encourage you to read the book and look at how you invest not just your time, but yourself in the things you do that will make a difference for tomorrow.