Recently I was able to put into words a nagging feeling that I was taking interactions at the reference desk too personally. The moment of clarity came when a patron nearly chewed me out because the library copier only takes coins, while printing from the computers is a separate payment system. I caught myself on the verge of apologizing profusely, realized there is a distinct difference between sympathy and mea culpa, & resorted to re-stating the facts until he accepted them and walked away to stew privately. And now I’m writing this. (Later I did nicely mention to tech support the copier/printer situation.)
Here are some other things I’ve taken responsibility for at the reference desk, but probably shouldn’t have:
-Lack of a change machine in the library
-Miscellaneous office supplies desperately needed
-General MS2007 incompatibility
-Buggy flash drives
Now, as my boss wisely points out, librarians do not exist to get stepped on. We are all trying to provide the best library service possible, but we are not doormats. There exists a line between being helpful and allowing ourselves to be the targets of indiscriminate blame.
But it’s so easy for me to get lost in the ephemera of students’ needs! I find myself taking up their causes for aÂ number of reasons:
First, I’m convinced the library is great, & I’m constantly trying to infect others with my enthusiasm. I’ll admit it: I want them to get excited about research tools and information in general, and I do think it’s possible. Hey, it happened to me. (Or will I later be referring to this as Greenhorn Mistake #564?)
Also, I’m always thinking that if I save the day and fix their computers, they’ll realize I can help with other things, such as their research. This thought makes climbing down on my hands and knees to check cables and wires and locations of USB ports SO much easier.
Lastly, and maybe this makes me a bad librarian (?) I am genuinely interested in whatever problems students bring to me, whether it be personal, absurdly vague, or blatantly impossible to fix. In general I like people, and I usually like the students at the community college where I work. I like being their advocate and helping to fix their problems. I think sometimes they come to school with an “us and them” mentality, where us=students and them=teachers & administration, and maybe this is naive but I’d like to transcend that barrier.
I recently read that the difference between a good and a great computer programmer is knowing when to write original code versus reuse someone else’s. Something similar may be true for librarians, in that the best librarians probably know precisely when they can be helpful, and when someone else would be more so. Admitting that I haven’t been doing this may be a step in the right direction…