Prescription for Public Relations In Public Libraries

foreign [Music] ergy my friend said you saw something in Popular Science do you have it what issue was it in I don't use Leader's guide over there do you have any books on dogs lots of them have you left the card catalogs where is it right there in front of you I can't find this but could you help me it's right over there good job come on I'll show you these incidents were not exaggerated similar incidents between Library employees and patrons take place every day not only on the reference desk but also at circulation in other public areas and even behind the scenes and staff areas today's public librarian needs to realize that he may be a patrons only link with the library and its services a good Library experience produces a please Patron who will use and support his Library a bad experience produces a patron who doesn't care about his library and certainly won't think of it favorably when it's time to vote on bond issues or salary increases good public relations are everyone's responsibility the library director or public relations specialist cannot promote a good image of the Library without the cooperation of every Library staff member what can you do to help it's very simple remember to be courteous at all times in both your actions and your attitude second show the patron you really want to help him in any way you can and third be sure you understand thoroughly all Library policies and the reasoning behind them so you can explain policies to patrons if necessary let's look at some typical Public Library happenings that illustrate these points okay thank you so this painting is damaged when you come back just a minute I didn't have anything to do with that besides it's just a cheap old painting well we inspect all paintings before they go out and I remember this one was in perfect condition three weeks ago look I don't have to tell you anything that's not my responsibility when you got your borrowers card you signed a new responsibility for them so what that was just a piece of paper let's forget about the form for just a second suppose you were just coming in and you saw a painting that you did like but I told you that we couldn't circulate it because the patron that was in before you didn't pay for the damages yeah but but how often does that happen it doesn't happen often but our av budget is so small that we can't afford to repair or replace any of our paintings well how was I supposed to know that besides I really enjoyed checking the paintings out tell you what let's take a look at this one if it can be repaired I won't have to charge you but a couple of dollars okay I think it can be fixed will we take a check for it yeah a simple explanation satisfied the patron and produced the money necessary to fix the painting suppose this library assistant hadn't understood why it was necessary to charge for damage with the results have been as satisfactory yes Mrs Richardson yes I was planning to stop by today and drop off some books this is our normally scheduled day well I'm sorry you're not well but couldn't you made the doctor's appointment for tomorrow instead no uh-uh I can't come tomorrow I'm sorry in fact I doubt I'll be able to squeeze you in this week at all well I'm sorry you're out of books you know I'm afraid I can't make it no I'll see you next week goodbye bro what's up Mrs Richardson it seems like the only time she makes doctor's appointments are the days I'm planning to visit her she never liked what I bring her anyway I don't know why I bothered she wants books on hiking and horseback riding of all things what's the 89 year old Billy going to do it looks like that why couldn't she just Read Mysteries and romances like the rest of them make my life easier imagine what else are you going to do today I hate winter I've got to go clear to the other end of the county take old man Morrow from talking care what I bring him anyway he wants me to listen to him talk I think I've heard His World War One stories 20 million times I don't know what it is with these old bats they just ramble on and on and on they forget I'm a librarian I've got more important things to do than listen to them all day I've got about 10 Library journals on my desk so I haven't even had a chance to look at it yet I'm so sick of hearing who died last week whose wife comes down whose pacemaker is acting up whose Dentures don't fit perhaps this librarian is in the wrong position she doesn't seem to want to go that extra mile for the patron in addition she has talked about her patrons in a disparaging manner where the general public can hear her certainly not a good policy thank you hello I'm Miss Thompson this is my first grade class we cook for a tour of the library please fine we were expecting you all right children be quiet so you don't disturb our patrons that side of the library is for fiction this side is for non-fiction the biographies are in the 900 section this is the children's section and I'll let you check out one book a piece I hope all of you have washed your hands you must read books with respect always wash your hands first remember not to bend the corners of the pages or to bend the cover back very far A little break and absolutely do not put food or drinking glasses on the cover they'll make a mark the card catalog is over there but you're too young to use it just ask one of the Librarians for help it's pretty complicated Miss Thompson will you explain the card catalog to them I'm afraid I'm not qualified to do that okay children go ahead and check out a book if it isn't what you want remember to put it back exactly where you found it so it won't get lost you know what you want to read better than I do thank you Facebook series well what kind of books do you like others kids but I can't think of their names oh I'm sure we can find something here let's see oh how about this this is a book called John's Adventure in the forest and it's about John and his dog and one day they go through a walk in the forest and guess what they run into hey bear hey let me have a look well you want to read this now or check it out [Music] just this one or you want some more for helping me okay you be sure and ask for me the next time you come in all right another misplaced librarian fortunately there was someone in the children's room who could relate to a child and was willing to take the time to do it may I speak to Mrs Prime what do you mean I applied for a job here recently and I wanted an interview okay this is fine because lady who apply for a job I'd like to see you for an interview would you please tell her I have so many in my office I can't talk with her right now okay I'm sorry she's too busy I only want a chance to see her for a few minutes I know I'm qualifying for that job I happen to know at least 50 people have applied for that job and most of them are probably more qualified than you are video I had somebody can't you find out for me if she has filled the position if so I want Miss Frank to keep my application on fine why don't you just write her a letter just call her one more time won't you can't you see I'm doing something else I've already told you what you ought to do you can be sure all right Mrs Frank it'll be a letter complaining about you goodbye a little common courtesy would have prevented this unpleasantness some rephrasing of sentences let's try this once again just a minute to apply for a job would like to see you for an interview would you please tell her I have someone in my office and can't talk with her now so I'm sorry she has someone in her office right now I only want a chance to see her for a few minutes I know I'm qualified for that job I'd be glad to take your name and number and have her call you as soon as she's free uh can't you find out for me if she has filled the position if so I still want Mrs Frank to keep my application on file I really don't know whether the position's been filled yet or not but I'll be glad to give a message about you about the application just call her one more time won't you I'm sorry I really would rather not interrupt her Mrs Frank has asked this anytime she's busy to take messages for her if you leave your name and phone number I'll make certain that she calls you as soon as she is free thank you very much my name is that's better the library director was able to continue her work without having to deal with an unexpected visitor excuse me do you have a list of clubs in this area what kind of clubs or clubs for children I don't believe I understand that you want to know about recreational clubs well not exactly it's a little hard to explain see I have a child about 13 years old and he just needs somebody older to talk to somebody to do things with him you know what I mean don't you have any relatives or friends in the area well no see we've just moved here and we haven't met many people and um it's hard for Joe to make friends and I can't talk to him very easily and you see my my wife and I have been divorced for a while it's been real hard on us I'm not interested in your personal problems can't you tell me what kind of Club you have in mind well if I was sure I wouldn't be standing here talking to you about it you know I thought maybe you just know that there was some kind of group of people in this town who act like companions to children I never heard of anything like that um I thought you were willing to know whether there was a club why couldn't your child go to a playground after school in the afternoon well I really think you just missed the point I'm gonna have to find somebody else to talk to me honestly well wait a minute maybe I can help you well I certainly hope so it's very important too well I'm sure it is I remember hearing about several volunteer programs that provide adult companionship to young people who may be in some kind of legal trouble or have emotional problems or simply need to be with an adult other than that in the home well that sounds exactly like what I want how do I contact these people well just a moment here I'll get down to names and phone numbers for you do I have to pay anything for this service no and it's you may recall activity as I mentioned to you involving new costs the volunteers are encouraged not to spend money on the child uh the idea is to be able to spend the time which is the most valuable well I'm gonna call these people right away I certainly am glad you were here thank you very much come back soon and there you have it you've been given your prescription for good PR work in any Library it's now up to you you the librarian who works directly with the public your attitude toward that person across the desk from you or on the phone or at whatever form of contact provides the library with its most important public impression why because public relations are the responsibility of every staff member and any PR program worth pursuing always begins and continues at the point of public contact and any type of activity quite especially in the public library [Music] [Music] thank you