Help Yourself

Summary

One of the biggest challenges in libraries today is how to empower front-line employees to be able to deal with the unique problems and people that society unloads on us daily. Some of these problems, like staff morale, are with us all the time. Others, such as developing workable policies and procedures and dealing with problem patrons, are like housework, done for the moment but never complete. A third category consists of the rare event that threatens the lives or wellbeing of library employees and users-issues of personal safety in the workplace.

This article will discuss, from the perspective of two veteran staff of the Auraria Library, the need for clear communication, up to date policies and procedures, and effective training. Although every problem cannot be solved or every situation diffused, it is best to empower employees to know what to do for all the “what ifs” that may arise.

Key Words:

• Libraries
• common problems
• policies and procedures
• training
• communication
• empowerment