Inspiration, Seattle-style

I have worked at SPL for 20+ years - I have worked in branches, central reference departments, information technology, and technical services as a shop steward, manager, librarian. 

My wish is for all of the staff - librarians, reference para-professionals, circulation staff, shelving staff, represented staff, management and administration to pull together now to support one another - and more importantly  the public we serve -in a bad time (for libraries and  employment in general). 

I am not religious, but believe if we each do what we know is right - every day - supporting and encouraging and befriending  co-workers - giving them the benefit of the doubt - knowing we all have bad days - budget problems, unemployed kids moving home - that we are a mighty force. We can see each other through. 

My own plan is to take on things this year that will not bring me joy - and that are hard - that no one volunteers for - but that need doing and that are things I can do with the benefit of long tenure.

In every unit here there are strong, funny, bright, brave people that it is an honor to work with—sometimes this is not the manager or assistant mananger — but this is the network of work friends that I rely on.  

I have to weigh in on this “negativity” business, which is really a bum rap. Is it that difficult to see that one can love and be grateful for their job and their profession, can value their patrons and colleagues, can be tirelessly positive and collaborative and loyal to their organization and its values, and be fiercely critical of bad, shoddy, or ill-informed decisions made by their own leaders? It is not “negativity” to strive to improve one’s organization, and to bring one’s experience and knowledge to bear in open handed, constructive efforts to collaborate with management. When he advises a “positive attitude,” perhaps Brian does not really grasp how bad things are here, or how many flying fish get shot out of their air by SPL’s big guns? How some of the exemplary librarians mentioned elsewhere here (thank you) are precisely the ones whose innovative, committed work is being degraded and abandoned, and whose expertise is being routinely ignored and devalued, and who – should they be so committed to their patrons and their organization to raise issues about it – are “talked to” about their “negative attitude,” or their “insubordination” by someone a few pay grades above them.

We do have a “negativity” problem at SPL, but it isn’t the people you’re seeing here. You will not hear from the growing ranks of the negative: they are silent. Yes, there are a few cynical voices in the chorus of disapproval from public service staff (and whoever suggests here that this is a few troublemakers clearly needs to get out more, although it may be that their own attitudes have excluded them from the trust of their colleagues), but there are also the organization’s best and brightest, chafing under some very bad management, and risking their livelihoods by daring to speak up.

I spoke with a librarian at the Central library 2 days ago and I had suggested that she read this column, as well as the ensuing comments.  She has been with the Seattle Public Library for over 20 years.  She said, and I quote, "I am blessed to be working here at SPL….and I know from speaking to many of my peers, that they feel the same."  She has seen SPL in good times, how it has evolved, she has worked in the branches, the main library, with the administration, and now at the reference desk…with the downturn in the local economy. 

When you observe her interacting with the customers, you cannot help but be in awe at the sensitivity, focus, and passion she puts into each patron contact.  It is very inspiring to see her in action.  I am heartened to learn from her, that there are plenty more who share a similar commitment to serving the citizens of Seattle.  After all, we felt strong enough to have voted to support the huge bond issue over 10 years ago which has transformed this library into the  wonderful system that is now.  I will continue to support them through these tough times, and I hope that others who feel the same not be shy about letting the staff know, be they administration or the front line staff.  You guys are wonderful!

Thanks to whoever wrote "I have a slightly different take".  My experience is that most employees of SPL understand that some difficult decisions had to be made and are greatful that no permanant staff lost their jobs.  Most of us are tiring of the negativity of a few.

Wow.

I honestly didn’t expect my column to generate this must interest— or rather, such negative interest. First things first, this isn’t an American Libraries news report, it is a column, so please don’t confuse this as AL pimping SPL. I had no intentions of this being a political piece, but I seem to have stumbled upon a sensitive subject area.

I think a little context should be added. This column is an exploration into the elements of inspiring libraries. I visited the downtown building in Seattle last year and I was blown away by the presence of the place. Not only is the building beautiful, but the system also offers a lot of events and intriguing programming. I also admire their outreach into the diverse community, which got cut from the column due to space limitations. As I scanned the local newspapers and read about the evolution of SPL, I found it to be a great story. I think they are one of the most interesting public libraries in the country and I am surprised to see people speaking out against it. I guess that is one of the side effects of success though.

Beyond the “inspiring qualities” narrative, the column is looking at ‘next steps’ that libraries of all types will have to face in order to manage through a financial crisis. Some decisions might be unpopular—trust me, I’ve sat through some tough meetings myself.

I think this is a great time for libraries to have a dialogue about the future—both inside their organization and with patrons. I’d like to suggest a book (written by the good neighbors of SPL) When Fish Fly. The core theme is about how positive attitudes can be transformative. I ask myself daily, how can I make things better for my patrons— I think that’s something all of us should consider.

Thanks again for reading and reflecting. I welcome you contacting me directly if you have additional info to share about SPL.

Brian Mathews

Times are tough.  Our tax base in Seattle has diminished.  Mirroring just about every other business in the US, The Seattle Public Library administration is doing their best to squeeze water out of a rock.  If this was a private sector company, these changes would be viewed as commonplace.  Libraries over the years, for the most part, have been operating in fairly stable fashion.  The books are always filed A-Z, 123… etc.  The environment was  relatively protected. 

Now, as with much of the US economy, libraries have been destabilized as we too become challenged with the need to restructure.  We align our services as best we can and in the manner in which our customers use our services.  

 Access to the Web has changed how libraries are used.  There is a noticeable drop in inquiries as our customer simply pivot over to their computer and use a seach engine.  The government has made available much more information to the end user, bypassing what had been a strong reliance on librarians.

I would suggest that we can no longer presume that we can operate a library such as we did when mom and dad were using the libraries.   In the retail industry, you do not sell down jackets and snow boots in the Summer…..nor do you load up your inventory with sunscreen and patio furniture duing the Winter.  The library is correct in their attempts to modify their services and staffing in a manner which resembles their use.

I believe the Seattle Public Library and their union leadership need to come together to work out these issues professionally and realistically without posturing, politicizing and taking sides such as I’ve seen the past 20 years.   To help solve our current problems, without people losing jobs, we need to work these issues out…..together.   Times have changed (unlike the Dewey Decimal System), and we cannot afford to finger point or play the blame game.  If we continue down this road, we lose….and our loyal patrons lose.

I love the Seattle Public Library and I am glad to be working here, thick or thin.  It’s a little bumpy right now but I am proud each time a patron leaves the counter and I see them smiling…. with book in hand, or with the answer to their question.  The customers make my day, and I thank you for your continued use of the library!

Looks like Seattle Public has some work to do.  I am intrigued by the Shock Doctrine reference. My sympathies to the staff and public. As a former librarian I am amazed at the seeming disconnect between administration and staff in this situation.

SPL employees believe they’re not listened to because when they point out the demonstrably negative effects of changes that have been made, they’re told that these problems are less important than abstract ideas that have no demonstrably positive effects. And, no, employees don’t have all the facts because they’re often not provided, even when they’re asked for. What’s usually provided instead are lots of buzzwords. And it’s been shown more than once that the administration doesn’t have all the facts either or, at least, is working with a different set of facts than the ones that the employees on the front lines are dealing with.

“How Not to Manage Change” here. That regrettable “OMG” comment neatly summarizes the tenor of the library leadership’s emerging relationship with their staff. What it amounts to is this: “You have no knowledge, no power, and no input here. What is more, you are a troublemaker. If you don’t like how we’re doing things, get out.” Any disagreement with their actions, no matter how widespread, reasonable, constructive or pragmatic, is viewed as disrespectful whining. Staff is routinely bullied, and the bullies are protected.

Too bad these comments are all anonymous. That’s a common knee-jerk response to people who speak to authority: "Don’t like it here? Then quit!"  I appreciate the comments of those who care deeply about their jobs, their patrons, their coworkers, libraries and their communities.  Sad to see the debate subjected to a nasty "anonymous" comment that completely dismisses true concerns about a potentially great library system.

Marty Hendley, Librarian , The Seattle Public Library

The minute you don’t get your way, you immediately think the administration isn’t listening. Don’t you think it’s possible you don’t know the big picture? Possibly don’t have all the facts? A lot of people have had to make unpopular choices for the good of this institution’s future. I’m sure they would have loved to have given everything to everyone, but it’s not possible.

I work at a library but not with Seattle Public. It is interesting to note that this is not the first time this kind of stuff has been unleashed over these issues. The Stranger, our local alternative weekly, has played host to a few of these recently, centering on the library’s lack of interest in staff or public input:

http://www.thestranger.com/seattle/not-keeping-quiet/Content?oid=1705259

http://www.thestranger.com/slog/archives/2009/06/25/they-care-about-your-opinion-at-seattle-public-library&view=comments

http://www.thestranger.com/slog/archives/2009/10/02/if-you-thought-this-years-library-cuts-were-bad&view=comments#2450263

The first of these articles has an epic comment stream that gets pretty nasty, with administration and staff wading into the battle. I won’t repeat what friends of mine who work there say, but I’ve seen some really good people get dealt really bad stuff.

Although it grieves me to see our library system’s dysfunctions played out in public in this way, I find this display entirely understandable given the way library administration has been treating its employees of late. Staff has virtually no alternative forum within the organization where their concerns might be raised without well-grounded fears of retribution. As for the library leadership’s responsiveness to its users, they have routinely turned a deaf ear to the onslaught of public input and staff advocacy on behalf of that public, forcing through badly-crafted initiatives in clumsy ways.

As a veteran of over two decades with the system, I can attest that quite apart from how staff may feel about the strategic changes taking place both within our organization and across our profession, the manner in which input from our Library’s dedicated and knowledgeable staff has been silenced and ignored has led to by far the worst morale I’ve seen in my time here, as well as some of the most wrong-headed, wasteful practices. Small wonder that staff cannot hold their tongue over a headline trumpeting our leadership’s capacity to inspire and desire for inclusiveness, when they have been so soundly dispirited and excluded from participating in our library’s decision making processes.

 I am extremely concerned about the way our new City Librarian Susan Hildreth displays her understanding or lack thereof for the Seattle Library patrons! My background is in sales/marketing and you truly need to understand your client to keep them coming back for more. We all love our Libraries and feel ownership of them especially since our tax dollars help keep them open as well as our patronage. As a regular at the Magnolia branch I was horrified to find out how many of our regular librarians and staff were being moved to other branches in February and replaced by staff members who don’t know the branch or its patrons! The lack of consistency and consideration for the local patronage is sorely missing!!! Many of these staff members have been at the branch for 3 plus years and have an ongoing relationship with the Magnolia patrons. I guess Ms. Hildreth doesn’t really care about that! People come back because they are taken care of in a welcoming and knowledgeable fashion by staff they consider friends. 

I also understand that both the Magnolia and Queen Anne branches will no longer have teen/YA librarians on staff in any form. Our present Teen librarian has watched and helped many local children move from Easy readers to young adult readers. Who will manage these collections let alone nurture the young readers of our communities? I hardly think the regional young adult librarians will find the time in their busy worlds and schedules to affect the day to day running of local branches in the same way. 

Please don’t get me wrong, I understand these are hard times and decisions have to be made to appease budget changes and crunches. I feel that this upheaval could have been handled in a far more human fashion!!! It comes across as total government in action not caring about the patrons or the librarian and staff who have put their hearts and souls into their jobs. They become just another body not the people they truly are!!! 

Ms. Hildreth would be wise to care more about and listen to her patrons so they will be on her side in the tough times yet to come!!!

I agree with the comments here regarding the dismantling of community that is currently happening at Seattle Public. Staffing changes were implemented with no input from actual front line staff members. Long time librarians have been taken from their communities and placed in other locations, and are being told it’s all a matter of "numbers".  Employee morale is at an all time low, as far as I have seen in 10+ years. If this is an inspirational vision, it is an inspiration gleaned from corporate hacks whose bottom line is the dollar. Sure we’re in an economic downfall and all library systems are suffering. But the solutions that the administration have come up with have left the staff scratching their heads and/or planning early retirement. And it seems any librarians who retire will be replaced with paraprofessionals with GED credentials.  Get your facts straight American Libraries…..  please.

When putting together this article, did American Libraries talk to anyone besides The Seattle Public Library administration?  Yes, the Libraries for All project put a lot of money and resources into buildings.  However, with the library’s operating budget being at the mercy of the city’s general fund, there is not enough money to adequately staff them.  Branch hours are being cut in some of the highest need neighborhoods, professional librarians who have done fantastic jobs of connecting with their communities are being yanked from their jobs and randomly shuffled around to fill slots on a staffing spreadsheet, and paraprofessionals who are not even required to have a college degree are being put behind the reference desk. 

Librarian and branch manager positions were eliminated to form those two regional manager positions and several Library Assistant IV positions.  The latter only requires a high school diploma, but the job description mirrors that of a classified librarian.  How does that better serve the public?  In addition, with all the movement of staff, ties to schools and the community are lost.  How are branches with only an adult librarian or an LAIV going to collaborate with elementary, middle and high schools?  Who is going to take care of the collections and do readers advisory at those branches?  There will be a serious loss of service with these changes.

As another person commented, Seattle Public Library has cut back on librarians and branch staff in order to create more administrators, all at the cost of public services.  Hildreth has gutted the hard work of her predecessor and the library board has apparently given her free reign to drive the once great institution into irrelevancy.  She has been at the library less than a year, and it was the city council’s generosity and the public who love their neighborhood library system that has pulled the library through the recession, not Hildreth’s backwards priorities and uninformed opinions on what the Seattle public want from their system.  

I hope the Seattle Public Library will hold meetings with its staff as it holds meetings with its community, recognizing the heartfelt investment library staff on the frontlines have in providing excellent customer service and the daily feedback staff receive from patron constituents too shy to attend a meeting regarding what THEY would like to see in the libraries of 2010 and beyond.

I’m sorry to say that on a visit to the main library in downtown Seattle a couple of years ago, I found it to be very "sterile" and unfriendly. The layout of most of the floors resembled a factory floor more than a warm, inviting space, which is what a library should be. Staff members I encountered were courteous and correct, but not particularly friendly.

I hope the initiatives cited in the article have changd the atmosphere I perceived, or that my observations were off base, due the short time I was in Seattle.

I am confused to read the misleading claim: "In addition, it is continuing to reduce administrative salaries…" Actually, the system is adding administrative positions, even as they cut back on branch managers and librarians, converting unfilled librarian positions into lower-payed paraprofessional positions which degreed librarians in the library’s candidate pool have been encouraged to apply for.