I’ve written three posts over the past few weeks exploring lessons I’ve learned about customer service through a variety of past jobs and experiences, as well as from my more recent years as a public librarian. I’ve spent a lot of time lately looking back over my working life and mining it for all the wisdom I can.
There’s a reason for this retrospection:
On June 11th, I begin a new job. I’m leaving the Kansas City Public Library—today is my last day, actually.
I’ve accepted a position with the Johnson County Library system in Johnson County, Kansas (the Kansas side of the KC metro area). I’ll be the Branch Manager for three of their locations: Gardner, Edgerton, and Spring Hill.
Continue reading “Onward & Upward”
At the 2018 Midwinter Conference of the American Library Association, the President’s Program was a panel discussion titled, “Are Libraries Neutral? Have They Ever Been? Should They Be?” There were debaters and commentators assigned to represent both sides of the argument. This debate inspired a vigorous parallel discussion among librarians and library professionals on Twitter.
I approach the issue of library neutrality from two different directions: ideology and pragmatism. Let’s start with ideology.
When we talk about neutral library spaces and services, we talk about being a place where everyone is welcome, where all views are represented, where everyone has the freedom to make their voices heard and have their needs met. As James LaRue stated for the pro side of the debate: “Everyone gets a seat at the table.”
I passionately agree with Mr. LaRue on this point: libraries should be spaces where everyone gets a seat at the table.
But these words don’t describe neutrality—they describe equality. They envision a space where everyone is equal in access, representation, voice.
The world we all live and serve in is not equal.
Continue reading “Some Thoughts on Libraries & Neutrality”
I’m so bored by this question. Let’s talk instead about some things Amazon can’t do:
- Amazon can’t be part of a community.
- Amazon can’t build meaningful, multifaceted relationships with people at a local level.
- Amazon can’t provide communal space.
- Amazon can’t provide boots-on-ground, in-the-trenches, front-line community services.
- Amazon can’t provide anything beyond purely commercial transactions.
- Amazon can’t be assumed to care about the common good.
- Amazon can’t build trust with people.
Libraries do all these things. Libraries do so much more than these things. All without ever advertising to you, without leveraging your needs for commercial gain.
Amazon values monetization. Libraries value people.
Can libraries compete with Amazon? This isn’t a legitimate question. If you think Amazon is competition for libraries, then you fundamentally don’t understand what libraries do.
The truth is this:
Amazon can’t compete with us.
I want to talk about language: meanings and misunderstandings. I want to talk about responsibility and what the road to hell is paved with.
I want to talk about the “friend zone.”
Continue reading “The Friend Zone & the Danger of Language”
Immigrants Shouldn’t Have to Be ‘Talented’ to Be Welcome by Masha Gessen (New York Times, September 6, 2017)
If immigration is debated only in terms of whether it benefits the economy, politicians begin to divide people into two categories: “valuable” and “illegal.” When countries make people illegal, the world comes apart. When we agree to talk about people as cogs, we lose our humanity.
I hate how our culture has decided that economics is the only thing that matters. That every aspect of our society is assessed predominately—if not exclusively—in economic terms. Education, healthcare, the environment, arts and humanities, science and engineering, technology, civil rights, immigration and refugees, and on and on and on…
Continue reading “On the Economic Value of Human Beings”
Some years ago, I was working on the overhire crew for a touring event gig in Chicago. One of the touring crew was an older guy who used to be a rock roadie. I got assigned to work with him and so we got to talking.
He mostly talked about his experiences of the Civil Rights movement in the United States during the 1950s and ’60s. He was in high school and college at the time, and he participated in the protests and sit-ins. He fought hard for equal rights. It remains a defining experience of his life.
This guy was raised by middle class white Republican parents in a solid middle class white Republican neighborhood. According to him, many of his fellows stood and protested with him in support of the Civil Rights movement. They supported equal rights because they believed in the importance of individual merit. A person’s success or failure in life should be determined by their own abilities and effort.
Systemic inequality is anathema to the doctrine of individual merit. If the system assigns unearned advantages or disadvantages to people, it renders individual ability and effort largely meaningless. They all wanted an equal playing field where individuals could prove themselves.
While this guy remained committed to continuing civil rights efforts over the years, he watched most of his fellows change their stance as they all grew older, many to the point where they now actively oppose current civil rights movements. He told me he was trying hard to understand how that happened.
Continue reading “A Personal Perspective on the Struggle for Civil Rights”
This is a story that hits much closer to home for me, as it happened to a friend of mine. But her story has done as much as anything to affect how I understand poverty, how I understand the role of government assistance, of social safety nets.
And it has done as much as anything to teach me the dangers of making assumptions.
I have a friend who experienced difficult times during the recession of the Bush Years. She and her husband are both capable and hard workers, college educated. He worked in a skilled labor field and she did general office work. They did fine for themselves.
Then he was involved in an accident and was severely injured. He’s disabled for the rest of his life. As a result, he could no longer work in his chosen field. He lost his job, lost his health insurance. And we all know COBRA is prohibitively expensive.
Continue reading “Another Perspective on Poverty”
[I posted a truncated version of what follows as a Tweet-thread.]
Poverty is something I think about frequently. Working in an urban public library system, many of our patrons are poor. The community we serve has significant neighborhoods of poverty. It’s our responsibility to understand what our patrons need, what life is really like for them.
This is an issue that’s always on my mind but it seems particularly important to speak out about it now.
There’s a group of kids—teens and tweens—who hang out at a local library. Sometimes they hang out at the McDonald’s down the street. These kids clearly live in poverty.
All of them have smartphones.
Continue reading “Perspectives on Poverty”
[Author’s Note: This is adapted from a tweetstorm I posted recently.]
Many people yearn for the return of American manufacturing. Other people correctly point out that manufacturing is never coming back. The latter argue that we need to focus on creating new jobs, new kinds of jobs, and they point to the modern tech industry for this.
But the tech industry isn’t a present-day equivalent of our bygone manufacturing economy. It can’t replace it.
Consider: In the ’50s, a man who never finished high school could get a job working a factory line, and that job paid enough for them to raise a family and own a home. Nothing much, no frills, but a decent quality of life. They could learn new skills on the job and advance to more skilled positions. They could have a career and retire in some comfort.
Name one job in today’s tech industry that you can get without a high school diploma. Name one tech job that you can get without a college degree.
Continue reading “Why Tech Can’t Replace Manufacturing”
In my post about hatred the other day, I mentioned my life motto: “I am human: nothing human is alien to me.” (In the Latin, “Homo sum, humani nihil a me alienum puto.”)
And all at once it strikes me—this is why I have always loved libraries.
Libraries give me access to the full depth and breadth of humanity. All of our thoughts and ideas, our hopes and dreams, our fears, our creativity and cultures, our histories, our plethora of worldviews and philosophies and beliefs.
All our stories.
I can access all of this through my library. If my library doesn’t have it on the shelf, they can find it and get it for me.
Libraries are where I go to learn how to be human, in all our myriad aspects.