I have been at work exactly 24 minutes today and here is what has happened so far:
A taxicab was just sitting in our entryway as I was trying to get into the parking lot. Had a nice little confrontation with him to explain how he was snarling up traffic and needed to find an actual parking place.
When I walked in the building a woman I have never seen before had removed stacks and stacks of things from our community information display area and had them all over the floor. I ID'd myself as the branch manager and asked if she had cleared this with the person in charge of displays. She said "No, but I'm just getting some things for my community and rearranging things better." I sicced our display person on her.
Read my email to discover major changes in upper management which of course will affect me because now I will have yet another new supervisor. I was just getting used to the last one (who is nice but not too bright) and now I'm not sure who my next new boss will be. Very unsettling.
I guess the upheaval we're experiencing at my branch, and in the library system as a whole, is reflective of what's going on in the larger society. Things are going crazy these days.
I've been thinking about how nice it would be to go on walkabout or become a hermit somewhere, away from all this madness.
Showing posts with label confrontation. Show all posts
Showing posts with label confrontation. Show all posts
Wednesday, March 11, 2009
Thursday, February 26, 2009
Can't sleep? Blog!
It's the middle of the night (well, about 4 a.m.) and I can't sleep. I've been thinking lately that I should start blogging about the library again - it's the craziest place!
Here are some random things that have happened recently:
The guy from an earlier post who kept telling me he was moving away and then showing up again has been an almost daily presence these days. I think he has a bit of a crush on me - last week he told me my ID badge photo doesn't do me justice. Unfortunately, he's so weird that I'm not really flattered, I'm uncomfortable. He spends hours and hours on the computer and fills out complaint cards whenever anyone else uses their cell phones or has a noisy child. One suggestion he submitted was for us to configure the computers to allow him to immediately report anyone violating the noise policy to the librarians at the reference desk - that way, he could avoid any possible retribution from the offending party. He's such a tattletale! (And a chickenshit!) And what is he doing on the computer that is so important he has to have absolute quiet? Playing online games. Sigh...
With the state of the economy these days, our computer classes have been full to bursting lately. We have a limited number of seats in our classroom so once the tickets are gone (we start giving them out a half hour before the start of the class), that's that - it's first come, first served. A few weeks ago a woman missed getting a ticket and you would have thought someone died, she was so upset. She was so angry she was actually crying. I was very apologetic but firm - I mean, we only have so many seats! What did she want me to do, kick someone else out so she could come in? She was a total baby about it. When I reminded her we would be repeating the same class next month, she said, "I will never come in here AGAIN!" Perhaps she had just lost her job and was frantic about it - I guess I should be more understanding, but she was hard to deal with.
In other news, I am so SICK of cleaning up after people! Every single day, I pick up all sorts of trash that people leave behind - food wrappers, water bottles, drink cups, you name it. Plus, nobody EVER pushes their chair in when they get up. How hard would it be to simply push the chair back in? People leave stacks of stuff wherever they happen to be - wadded up papers, library books, magazines - and the shelves are always a disaster area. As soon as we straighten them up, I swear, within ten minutes they are a mess again. It's embarrassing to go out to the shelves and see the books falling all over the place all the time. We try to keep up with it but with upwards of 35,000 people in here every month it's almost impossible. People are pigs.
Not only are they pigs but they are also thieves. We've had a big increase in the number of stolen DVDs lately. I think we've been discovered by the thieves who used to steal DVDs from the Main Library but now can't do so as easily because they (Main) put their DVDs back in security cases. Which we DON'T want to do. For one thing, there aren't enough of them floating around anymore - when we got self-check machines, the powers that be decided to put security strips on the discs themselves and got rid of the security cases. Plus, they take up a LOT of room on the shelf and really make it impossible for people to use the self-check, so we can't really go back to them. We don't know what to do about this - we are so busy and aren't getting any more staff, so it's not like we can police the DVD area. And even if we did (I've actually been trying to, but haven't seen anything suspicious at all), I think it would be next to impossible for us to catch someone in the act. What we need is a security guard at the gate. But of course there's no money for that, so we'll just continue to lose DVDs until we don't have anything left. Sigh...
I can't wait to retire.
Here are some random things that have happened recently:
The guy from an earlier post who kept telling me he was moving away and then showing up again has been an almost daily presence these days. I think he has a bit of a crush on me - last week he told me my ID badge photo doesn't do me justice. Unfortunately, he's so weird that I'm not really flattered, I'm uncomfortable. He spends hours and hours on the computer and fills out complaint cards whenever anyone else uses their cell phones or has a noisy child. One suggestion he submitted was for us to configure the computers to allow him to immediately report anyone violating the noise policy to the librarians at the reference desk - that way, he could avoid any possible retribution from the offending party. He's such a tattletale! (And a chickenshit!) And what is he doing on the computer that is so important he has to have absolute quiet? Playing online games. Sigh...
With the state of the economy these days, our computer classes have been full to bursting lately. We have a limited number of seats in our classroom so once the tickets are gone (we start giving them out a half hour before the start of the class), that's that - it's first come, first served. A few weeks ago a woman missed getting a ticket and you would have thought someone died, she was so upset. She was so angry she was actually crying. I was very apologetic but firm - I mean, we only have so many seats! What did she want me to do, kick someone else out so she could come in? She was a total baby about it. When I reminded her we would be repeating the same class next month, she said, "I will never come in here AGAIN!" Perhaps she had just lost her job and was frantic about it - I guess I should be more understanding, but she was hard to deal with.
In other news, I am so SICK of cleaning up after people! Every single day, I pick up all sorts of trash that people leave behind - food wrappers, water bottles, drink cups, you name it. Plus, nobody EVER pushes their chair in when they get up. How hard would it be to simply push the chair back in? People leave stacks of stuff wherever they happen to be - wadded up papers, library books, magazines - and the shelves are always a disaster area. As soon as we straighten them up, I swear, within ten minutes they are a mess again. It's embarrassing to go out to the shelves and see the books falling all over the place all the time. We try to keep up with it but with upwards of 35,000 people in here every month it's almost impossible. People are pigs.
Not only are they pigs but they are also thieves. We've had a big increase in the number of stolen DVDs lately. I think we've been discovered by the thieves who used to steal DVDs from the Main Library but now can't do so as easily because they (Main) put their DVDs back in security cases. Which we DON'T want to do. For one thing, there aren't enough of them floating around anymore - when we got self-check machines, the powers that be decided to put security strips on the discs themselves and got rid of the security cases. Plus, they take up a LOT of room on the shelf and really make it impossible for people to use the self-check, so we can't really go back to them. We don't know what to do about this - we are so busy and aren't getting any more staff, so it's not like we can police the DVD area. And even if we did (I've actually been trying to, but haven't seen anything suspicious at all), I think it would be next to impossible for us to catch someone in the act. What we need is a security guard at the gate. But of course there's no money for that, so we'll just continue to lose DVDs until we don't have anything left. Sigh...
I can't wait to retire.
Thursday, November 6, 2008
Customers are everywhere
Today I attended a leadership seminar with a man who was until recently (he's been promoted) the manager of one of the other libraries in our system. He related a hilarious story to which I'm sure I won't do justice, but I just HAD to share it here.
A couple of months ago he had just finished his workout at the gym and went in to take a shower. As he was coming out of the shower (completely naked, as men tend to be in locker room situations, or so I assume), a man (also completely naked) recognized him as a library person and started haranguing him about a circulation issue. Apparently the man had instructed his wife to go to the library to pick up a book that was on hold for him but unfortunately did not empower her by giving her his library card first. So of course the staff person would not allow her to check out her husband's item (we take confidentiality of circulation information VERY seriously at my library - how do WE know if she's actually his wife? What if she's a vindictive EX-wife - imagine how much trouble THAT could cause!), and she had to go home without it. He was extremely upset and went on and on about it for quite some time.
Imagine yourself stepping out of the shower, naked and dripping wet, and having to respond to something like this. He laughs about it now but I'm sure at the time it was all quite unsettling.
I feel grateful that I live in a different area of town from where I work.
A couple of months ago he had just finished his workout at the gym and went in to take a shower. As he was coming out of the shower (completely naked, as men tend to be in locker room situations, or so I assume), a man (also completely naked) recognized him as a library person and started haranguing him about a circulation issue. Apparently the man had instructed his wife to go to the library to pick up a book that was on hold for him but unfortunately did not empower her by giving her his library card first. So of course the staff person would not allow her to check out her husband's item (we take confidentiality of circulation information VERY seriously at my library - how do WE know if she's actually his wife? What if she's a vindictive EX-wife - imagine how much trouble THAT could cause!), and she had to go home without it. He was extremely upset and went on and on about it for quite some time.
Imagine yourself stepping out of the shower, naked and dripping wet, and having to respond to something like this. He laughs about it now but I'm sure at the time it was all quite unsettling.
I feel grateful that I live in a different area of town from where I work.
Monday, October 13, 2008
Ah, the sweet smell of tobacco, and other random thoughts
One of the clerks came to my office today to say that a woman was complaining because some guys were smoking cigars outside. Instead of saying "So what?" (which was of course my initial response), I said "Okay, I'll go check it out." Walking out into our lobby I noticed a slightly sweet smell and thought, "That smells good." I walked outside and saw no-one, but then noticed the woman who had complained coming out. I thought I could avoid her (sorry, this is the real me here - I do things like that now and then) by coming in the other door as she walked out the main exit but no, she had to come around and intercept me. Drat. She said "Do you smell that?" and I thought it would be better to say no than to admit that I thought it smelled good. She pointed out two young men who had just walked into the library and said they had been standing outside the exit smoking cigars and that was offensive to her. "I mean, there are children walking in and out of here!"
Now I am pretty much an anti-smoking fanatic - I hate being around people smoking cigarettes and go out of my way to avoid it wherever possible. But this woman was complaining about these guys smoking OUTSIDE, an area over which I really have no control. If they just HAD to smoke, at least they weren't trying to do it indoors - now that would have gotten a reaction from me. But as it was, there was little I could do but tell her I was very sorry about what had happened.
Why do I always have to apologize for everything anyone does that offends someone else? I'm getting mighty sick of these holier-than-thou people who think the world revolves around their preferences.
Today was pretty sucky from the get-go, though. Our accident-prone children's librarian (well, she always seems to have something wrong) called in to say she couldn't come to work because she was on medication for a pulled muscle. I didn't say to her, "Now what were you doing that caused you to pull a muscle?" No, I was polite and thanked her for letting me know, then hung up and cursed her with all my might. We were already short-staffed due to someone on vacation, so I had to re-work the schedule to fill in at the children's desk. I ended up being on the desk nearly the whole day. Which is totally exhausting at my library (remember, we get at least 30,000 people coming in this building on a monthly basis - sometimes more).
Add to that, the issue that I talked about in an earlier post about our renewal limits has reached the attention of the director, who wants to FORM A TASK FORCE to look into it!! Rather than just making a decision, she wants to form a committee that will endlessly argue about this issue (oh, a recap - some staff have taken our 2-renewal policy a step further and will not allow customers to check items out again or transfer them to another card when the renewal limit is reached because "it's not fair - other people should have a chance at finding this material on the shelf." It's my position that as long as nobody has placed a hold request, who gives a crap - let 'em have it! I don't understand why some staff want to argue with customers about something this inconsequential - I just want the circs!), and then make a recommendation to the two circulation-related committees WE ALREADY HAVE!! And guess who she was hoping would be the chair of the committee - me!
Luckily I am not being forced to chair the committee and it's a good thing because I don't really believe it's necessary. Just make a freakin' decision already. She keeps talking about getting "buy-in" from the staff, but I don't believe she's serious about doing whatever the staff would actually recommend, so the buy-in is just a sham. I guess it would depend on who is selected to serve on the committee - I mean, if it's all people who already agree with what she wants to do, then I guess she can pretend she's getting buy-in, but what if the committee recommends something that she doesn't want? Will she go with what they say? I seriously doubt it. In this case, I don't think buy-in is necessary - the current practice at many libraries is causing a great deal of customer dissatisfaction, so the administration just needs to clarify the policy regarding renewals so staff won't keep making up their own procedures.
There's of course a larger issue that somehow this tiny controversy has gotten linked to, and that is the serious divide between the librarians and the clerks, to which I have alluded before. In this particular controversy, most of the librarians tend to be fairly flexible about allowing people to have a new checkout of materials they've already renewed twice, and most clerks are adamant about NOT allowing the new checkout. So it's becoming a divisive issue and this task force is supposed to be some kind of an attempt to start somewhere in addressing this issue.
Which makes me even less inclined to want to chair it. I'm no negotiator and have no wish to mediate between the two groups. I just want to do my job, get my work done, and go home when I'm done for the day. Now I wish I had never opened my big mouth and brought it up with the circulation manager in the first place. Crap.
Now I am pretty much an anti-smoking fanatic - I hate being around people smoking cigarettes and go out of my way to avoid it wherever possible. But this woman was complaining about these guys smoking OUTSIDE, an area over which I really have no control. If they just HAD to smoke, at least they weren't trying to do it indoors - now that would have gotten a reaction from me. But as it was, there was little I could do but tell her I was very sorry about what had happened.
Why do I always have to apologize for everything anyone does that offends someone else? I'm getting mighty sick of these holier-than-thou people who think the world revolves around their preferences.
Today was pretty sucky from the get-go, though. Our accident-prone children's librarian (well, she always seems to have something wrong) called in to say she couldn't come to work because she was on medication for a pulled muscle. I didn't say to her, "Now what were you doing that caused you to pull a muscle?" No, I was polite and thanked her for letting me know, then hung up and cursed her with all my might. We were already short-staffed due to someone on vacation, so I had to re-work the schedule to fill in at the children's desk. I ended up being on the desk nearly the whole day. Which is totally exhausting at my library (remember, we get at least 30,000 people coming in this building on a monthly basis - sometimes more).
Add to that, the issue that I talked about in an earlier post about our renewal limits has reached the attention of the director, who wants to FORM A TASK FORCE to look into it!! Rather than just making a decision, she wants to form a committee that will endlessly argue about this issue (oh, a recap - some staff have taken our 2-renewal policy a step further and will not allow customers to check items out again or transfer them to another card when the renewal limit is reached because "it's not fair - other people should have a chance at finding this material on the shelf." It's my position that as long as nobody has placed a hold request, who gives a crap - let 'em have it! I don't understand why some staff want to argue with customers about something this inconsequential - I just want the circs!), and then make a recommendation to the two circulation-related committees WE ALREADY HAVE!! And guess who she was hoping would be the chair of the committee - me!
Luckily I am not being forced to chair the committee and it's a good thing because I don't really believe it's necessary. Just make a freakin' decision already. She keeps talking about getting "buy-in" from the staff, but I don't believe she's serious about doing whatever the staff would actually recommend, so the buy-in is just a sham. I guess it would depend on who is selected to serve on the committee - I mean, if it's all people who already agree with what she wants to do, then I guess she can pretend she's getting buy-in, but what if the committee recommends something that she doesn't want? Will she go with what they say? I seriously doubt it. In this case, I don't think buy-in is necessary - the current practice at many libraries is causing a great deal of customer dissatisfaction, so the administration just needs to clarify the policy regarding renewals so staff won't keep making up their own procedures.
There's of course a larger issue that somehow this tiny controversy has gotten linked to, and that is the serious divide between the librarians and the clerks, to which I have alluded before. In this particular controversy, most of the librarians tend to be fairly flexible about allowing people to have a new checkout of materials they've already renewed twice, and most clerks are adamant about NOT allowing the new checkout. So it's becoming a divisive issue and this task force is supposed to be some kind of an attempt to start somewhere in addressing this issue.
Which makes me even less inclined to want to chair it. I'm no negotiator and have no wish to mediate between the two groups. I just want to do my job, get my work done, and go home when I'm done for the day. Now I wish I had never opened my big mouth and brought it up with the circulation manager in the first place. Crap.
Tuesday, August 19, 2008
Storytime Tale
You might think that providing storytimes for children would be all sweetness and light but you would be wrong. There are few things that upset parents and caregivers more than not being able to get into storytime because it's full, or because they're LATE and the program has already started. I know children's librarians everywhere know what I'm talking about.
But when you add preschools and day care centers into the mix, things can really get complicated. This morning we got a call from the director of a local day care center who has already made plans to visit our library on a particular date and time and wanted us to accomodate their group (50+ children) with a library tour and storytime. Here's the problem: we already have two regular storytime programs scheduled for that day and with only one children's librarian on duty at that particular time (not to mention only one storytime room), there is no way we will be able to accomodate this group on that date at the time they want.
The children's librarian offered to come to their location earlier in the morning that day - no dice. She suggested a different date - no, they already have it set IN STONE in their calendar (which amazes me - they set this date without consulting with us to see if it would work?) She suggested they try a different branch library - nope to that as well. Not satisfied with anything the children's librarian had to say, the day care director insisted on talking to me, but I could only repeat that we would love for them to come see us but not on that date at that time. She argued with me, said I was being ridiculous, said I was being unfair, said I wasn't supporting the community, said I was being contradictory (I had mentioned our scheduled storytimes but then said that we really couldn't accomodate them in the regular storytime as it wouldn't be fair to our regular attendees.) I could only keep apologizing to her (when I felt like shouting at her - I want it noted that I actually held my temper in the face of this abuse) and she finally said that maybe they could come in after the regular storytimes. So she talked with the children's librarian and made arrangements to come in at 11:30 am.
Which all sounds great, except I have a strong feeling that they are going to just show up at 10:00 and try to bully their way into the storytime, and we're going to have to prevent them from coming in. If that indeed happens it won't be pretty.
This is all in about a month so I will post an update after it's all over.
It's always something...
But when you add preschools and day care centers into the mix, things can really get complicated. This morning we got a call from the director of a local day care center who has already made plans to visit our library on a particular date and time and wanted us to accomodate their group (50+ children) with a library tour and storytime. Here's the problem: we already have two regular storytime programs scheduled for that day and with only one children's librarian on duty at that particular time (not to mention only one storytime room), there is no way we will be able to accomodate this group on that date at the time they want.
The children's librarian offered to come to their location earlier in the morning that day - no dice. She suggested a different date - no, they already have it set IN STONE in their calendar (which amazes me - they set this date without consulting with us to see if it would work?) She suggested they try a different branch library - nope to that as well. Not satisfied with anything the children's librarian had to say, the day care director insisted on talking to me, but I could only repeat that we would love for them to come see us but not on that date at that time. She argued with me, said I was being ridiculous, said I was being unfair, said I wasn't supporting the community, said I was being contradictory (I had mentioned our scheduled storytimes but then said that we really couldn't accomodate them in the regular storytime as it wouldn't be fair to our regular attendees.) I could only keep apologizing to her (when I felt like shouting at her - I want it noted that I actually held my temper in the face of this abuse) and she finally said that maybe they could come in after the regular storytimes. So she talked with the children's librarian and made arrangements to come in at 11:30 am.
Which all sounds great, except I have a strong feeling that they are going to just show up at 10:00 and try to bully their way into the storytime, and we're going to have to prevent them from coming in. If that indeed happens it won't be pretty.
This is all in about a month so I will post an update after it's all over.
It's always something...
Saturday, August 16, 2008
Doom and gloom
Well it's only 2 pm and so far today has been one disaster after another. The computer signup system was down when we got here so we called that in. The IT folks had the signup part working when we opened but then we realized we couldn't access the staff client software. This is after having both printers in the adult area go down yesterday, so we were having to move print jobs to the teen printer, but we couldn't access the staff software to do that. So we called that in. About an hour later we realized that nobody could print anything anyway, so we had to call THAT in. Apparently when they re-started the system this morning they neglected to re-start all of the parts, so we had to keep calling them in individually. Weekend tech support. Sheesh.
In the middle of all this a group showed up claiming they had the meeting room reserved. They didn't. There were at least 75 people in the lobby waiting to get into the room for this presentation, but a different group was already scheduled to use the room. The organizers got very, very belligerent with us about it, claiming it was our fault. They have caused lots of problems in the past so I wasn't feeling at all apologetic, and heated words were exchanged. In the past they've had the room booked for one date but advertised a different date, so we would have all of these people showing up with flyers saying they were going to be there, but the booking was for a completely different date. They are impossible to reach and never call us back when we leave messages. They often mess with the equipment, unplugging stuff and moving things around. So I do not have any warm and fuzzy feelings towards this group.
Unfortunately I cannot ban them from using the room due to political reasons. It would be a public relations nightmare if I cut them off from using our room. I won't go into any more detail, but that's not really an option. If only.
I ended up booting out the group that was legitimately scheduled in the room - they were a smaller group and could fit in a smaller room (albeit somewhat uncomfortably) and let the loudmouths have the large room. The whole time we were getting them into the room they were verbally abusing us. I was trying to stay calm but I didn't really succeed. This afternoon when they are finished in the room I am going to have to talk to them again to confirm the rest of their bookings to make sure this doesn't happen again in the future. Do you think I want to talk to them again? I do not.
Unfortunately I found out in the interim that at one point they WERE scheduled to use the room today, so it looks like this actually WAS our mistake. The person who used to be in charge of the meeting rooms was very careless and probably accidentally deleted their booking. So now we do have to make nice and apologize to these jerks.
Only 3 and a half more hours to go today. I can't wait until closing time. Sigh...
In the middle of all this a group showed up claiming they had the meeting room reserved. They didn't. There were at least 75 people in the lobby waiting to get into the room for this presentation, but a different group was already scheduled to use the room. The organizers got very, very belligerent with us about it, claiming it was our fault. They have caused lots of problems in the past so I wasn't feeling at all apologetic, and heated words were exchanged. In the past they've had the room booked for one date but advertised a different date, so we would have all of these people showing up with flyers saying they were going to be there, but the booking was for a completely different date. They are impossible to reach and never call us back when we leave messages. They often mess with the equipment, unplugging stuff and moving things around. So I do not have any warm and fuzzy feelings towards this group.
Unfortunately I cannot ban them from using the room due to political reasons. It would be a public relations nightmare if I cut them off from using our room. I won't go into any more detail, but that's not really an option. If only.
I ended up booting out the group that was legitimately scheduled in the room - they were a smaller group and could fit in a smaller room (albeit somewhat uncomfortably) and let the loudmouths have the large room. The whole time we were getting them into the room they were verbally abusing us. I was trying to stay calm but I didn't really succeed. This afternoon when they are finished in the room I am going to have to talk to them again to confirm the rest of their bookings to make sure this doesn't happen again in the future. Do you think I want to talk to them again? I do not.
Unfortunately I found out in the interim that at one point they WERE scheduled to use the room today, so it looks like this actually WAS our mistake. The person who used to be in charge of the meeting rooms was very careless and probably accidentally deleted their booking. So now we do have to make nice and apologize to these jerks.
Only 3 and a half more hours to go today. I can't wait until closing time. Sigh...
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