This "in-basket" exercise was done by Amy Proni
(now Amy Ranger) for
the course
ILS-565, Library management, taught by Dr. J. M. Kusack, Southern
Connecticut State University, Spring, 2004.
The short
speech on this is that you will imagine yourself a library director and
you will be asked to respond to a number of issues arriving on your
desk. You will have to prioritize and address each and justify your
decisions.
Management styles: imagining myself a library director
Cast of characters:
MJB (myself, the library director)
Diane, my secretary
Hector, library trustee
Al Jonakin, Head of Reference
Ralph, Reference staff
Elmo, the janitor
Sylvia and Mia, Technical Services staff
Jane Anne Scronski, job applicant
Merle Baumgartner, Head of Access Services
I arrive at work at 9:00 on Monday morning, set
out a box of bagels in the staff lounge, turn on the computer, grab a
cup of tea, and sit down to work. Knowing that I have to leave by 11:40
to attend a luncheon in Portage, I take a look at the paperwork on my
desk while my email is downloading.
Uh-oh, what’s this letter (item 2) from the District Court?
We’re being sued? I’m being sued? Is this a hoax? I’ve heard of things
like this happening – that companies claim non-payment for non-existent
deliveries. It’s like spam – if one person takes the bait and pays the
bill, well, it’s free money. I poke my head into Diane’s office and ask
her if she knows anything about this, and to check with the other staff
to find out if they know anything. Maybe someone ordered some supplies
without telling me? Unlikely. Maybe the bill was misplaced and never
paid? Hmm. I telephone Hector to let him know that I’ve seen this
summons. We decide to call Fenway Office Supplies and request that they
fax us the signed receipts. I take a look through my in-basket and
accounts payable folders, but don’t find anything. Diane comes by a few
minutes later to say that no one knows anything about this; while we
are talking I hand her the court summons and ask her to fax it to Kent
Krueger, our attorney at Dewey Cheatham and Howe. It may be premature
to involve him in this, but a heads-up can’t hurt and he can advise me
on a course of action.
I look at the clock – it’s almost 9:45 and I still haven’t gotten to
the emails. I need another cup of tea. Back at the desk now and it is
9:50.
The first message (item 1), from Al Jonakin, has a subject line
of Late employee. A quick glance tells me that Ralph was late
again this morning. I see that Al has spoken to him about it but didn’t
get the response he was hoping for from Ralph. I wonder if it would
make a difference if we scheduled Ralph to work the afternoon/evening
shift. Even so, this is the third time in three months. Sigh. I reply
to the email:
Al, please write a formal reprimand,
have Ralph sign it, and then place the document in Ralph’s personnel
file. Make it clear to him that he will be suspended without pay for
one day if it happens again. ~MJB
The library staff handbook clearly states that
management’s first action following a verbal reprimand is to issue a
formal reprimand. The facts of the situation must be documented, and
the consequences of further tardiness made clear (suspension, then
dismissal). A written summary, signed by the employee and manager, then
placed in the employee's record, will prevent anyone from disputing the
facts later on. Although this written reprimand may seem to be simply
more words (not to mention more work), it is unpleasant enough for most
people, and may work with Ralph. If nothing else, it will make further
consequences crystal clear if the problem persists.
Item 4 is a phone message from Diane, who says Hector called to
complain about the cleanliness, or lack thereof, at the front door of
the library. As a matter of fact, I noticed that when I came in. I
bumped into Elmo at the same time, and got a tirade from him about one
of the toilets overflowing – and I see that item 5 is an email
about it that he sent before we spoke. As it happens, I was able to
calm him down and ask him to clean up the lobby at the same time. My
side of the conversation went like this:
Good morning, Elmo, It sounds like
Monday is starting off a little rough for you! I am sorry that this
happened. Please mop up the bathroom and see if you can get the toilet
working again. You’ve always had that magic touch before! – maybe our
luck will hold out one more time. If you can’t repair it, though, just
lock the door and ask Diane to call the plumbers. I noticed that the
front foyer is a bit grungy this morning, and will need your attention
as soon as you have a moment. We have a busy day today, so take a deep
breath and then “dive in” (so to speak!). I stopped by the Bagel Shop
on the way to work and have set out a variety of bagels and cream
cheese for everyone in the Staff Lounge. I hope this gives you a burst
of energy! Thank you!
Elmo was purring like a pussy cat after that,
another sticky situation defused with food and a few kind words. No
further action required on behalf of these messages.
Item 8 is from Diane, who says she can’t get any work done
because her PC isn’t working. If I had time today I would troubleshoot
the computers myself, but I don’t, so I’ll ask a close friend to look
at the situation after work. One of the things that makes my job easier
is a network of friends and allies that I have developed over the
years. Reciprocal arrangements enable us to help each other in a pinch,
and I enjoy helping my friends with reading recommendations and
treating them to special dinners. I decide to respond to Diane’s query
now because she is a person who needs her routine, and I want to keep
her on an even keel. I won’t get into the dealer harassment issue
because it’s the first time I’ve heard of it and I don’t have time. But
I already know that if the computers need to go to the repair shop,
I’ll take them myself. I dare say the old creep won’t call me “girlie”
(not more than once, anyway!). My email to her:
Hi Diane – I am so sorry to hear of
these computer problems. I have an older PC in my office closet. Please
ask Elmo to help you move it into your office this morning. Call Mr.
Crane at 21st Century Technologies (555-6677) and ask if he would stop
by this evening and troubleshoot the PCs. He will be able to advise us
if the computers need to go to the shop or can be repaired here. Stay
calm, Diane. It will be okay. ~MJB
Items 10 and 11 are from staffers
in Technical Services, and neither message includes a topic in the
subject line. I can guess that those two women are at it again. I know
that I can’t put this off. Sylvia says that the bright morning light
bothers her the most, and seeing that they are in a corner room with
windows to the south and east, I can understand that. I decide to send
a quick email to both Mia and Sylvia:
Greetings – In the interest of keeping
productivity up and animosity down, please keep the blinds drawn on the
east window until 11:00 each morning. Use the tilt control on the
blinds on the south window so that Mia can see the view, but the glare
is reflected out instead of into the room to make it easier on Sylvia’s
eyes. The east blinds may be opened in the afternoon, and the south
blinds closed. I want you to try this for one week to see if it’s a
compromise that you can live with. We’ll talk on Friday afternoon to
see if this is a viable solution. ~MJB
I know that a big part of the problem there is due
to the fact that we have not yet hired a Technical Services director.
The next memo on my desk (item 3), in fact, is from the Search
and Screen Committee, and I see that they want to hire Jane Anne
Scronski for that position, even though I strongly recommended Shira
Rozan for the job. Oh boy. It’s 10:40. I type an email to the Search
and Screen Committee members:
Hello Search & Screen Committee –
I appreciate your input on the hiring process for the open Technical
Services position, but I disagree with your selection. I would like to
meet with the committee Tuesday afternoon at 2:30. Thank you, ~MJB
The committee seem to have forgotten that it’s the
library director who has the final say on hiring staff. I plan to
remind them at the Tuesday meeting that “the library director is
responsible for managing the day-to-day operations and for hiring and
supervising staff” – item 5.2 on the contract between myself and the
Board of Directors. Hiring a technical-services librarian will provide
an individual to oversee the processing department, allowing myself and
Merle Baumgartner (director of Access Services) more time to dedicate
to other library functions. It is not in the best interest of the
library, in my opinion, to hire someone who needs extensive training,
nor do I think it wise to put a familiar friend into a position of
authority when she knows nothing about the job. That’s a recipe for
disaster! The library cannot afford to provide on-the-job training for
a department head: we need someone who can jump right in and provide
guidance on organizing and maintaining information resources in a
variety of formats and see that they are processed in a timely manner.
No, I’m certain about this: I need someone who is knowledgeable and
professional and can raise the profile of our organization in a
positive way.
I will call Jane Anne following the meeting on Tuesday afternoon to
break the news to her.
It’s already 10:45. Time to visit the restroom. I return to my desk
after a short break and continue scanning the emails.
Item 7 is an email from the head of Access Services, wondering
if she should install filters on the internet computers. That’s easy to
deal with: I have organized my computer files and bookmarks so that I
can quickly retrieve important documents. I create an email that says:
Hello Merle, Thank you for letting me
know about this. Please communicate to the weekend staff the need to
remind computer users to exit the browser (Mozilla, Opera, Netscape or
Internet Explorer) when finished. This is a good time to remind staff
and patrons of our internet policies, and of our intention to enforce
these policies. I understand that you would prefer to have filters take
care of this problem, but our Board of Directors disagrees. (See memo,
attached.) Please clear the browser memory cache on each public-access
computers, then print the memo and post a copy of it next to each of
the public-access computers. I have recently heard of an open-source
program that can be used to automatically clear the browser cache, and
plan to investigate that program before the week is out. I know you’re
frustrated by this situation, Merle, but remember that our Board of
Directors based the policy on the ALA Library Bill of Rights. Let’s do
our best to provide unencumbered access to information! Thank you, ~MJB
The entire process took less than 10 minutes. Here
is the attached memo:
Policy # 021 Adopted: April
27, 1998 * Effective: April 27, 1998 * Revised: March 31, 2004
METRONO LIBRARY INTERNET AND
COMPUTER USE POLICY
Internet Access
Metrono Library provides access to the Internet to meet public
information needs. Metrono Library does not provide access to the
Internet for the dissemination of obscenity or child pornography. The
Library is committed to preventing minors from viewing obscene matter,
sexually explicit matter harmful to minors, and matter inappropriate
for minors.
Unacceptable Uses of Computers and the Internet
The following are unacceptable uses of Library computers and the
Internet and constitute violations of this Policy:
1. Uses that compromise the safety and security of minors. Computer use
by minors which may compromise their safety and security when using
email, chat rooms, and other forms of direct electronic communications
such as providing personal identification information about the minor
or others. This includes, but is not limited to, giving out passwords,
home addresses and telephone numbers, social security numbers, credit
card numbers, drivers license numbers, or other personal information,
and arranging face-to-face meetings with a person the minor has “met”
only through the Internet without a parent’s or guardian’s permission.
2. Uses involving unauthorized access (“hacking”). Obtaining or
attempting to obtain unauthorized access to other computers, networks,
sites, or information systems, including so-called “hacking”, and other
unlawful activities on line.
3. Uses which may cause harm or damage to property or systems. Uses
which may cause harm to the Library or another computer system, such as
down-loading or transmitting a “worm,” “virus,” “trojan horse,” “time
bomb” or other harmful form of programming or vandalism. Using one’s
own software programs on the Library’s computers; altering the
Library’s computer settings; damaging or modifying the Library’s
equipment or software.
4. Uses that violate confidentiality, trade secret, or copyrights. Uses
that violate confidentiality of information, including but not limited
to the State Library Privacy Act, being Public Act No. 455 of 1982, as
amended, and downloading or transmitting trade secret information or
copyrighted materials.
5. Access by minors to material which is obscene, child pornography,
sexually explicit material harmful to minors, or inappropriate matter
for minors. Access by minors to material which is obscene, child
pornography as defined in 18 USC 2256(8), sexually explicit material
which is harmful to minors as defined in 47 USC(7)(G), or inappropriate
matter for minors. Inappropriate matter for minors is defined for
purposes of this policy the same as material harmful to minors in the
State Library Privacy Act, being Public Act No. 455 of 1982, which is
sexually explicit matter which meets all of the following criteria:
(i) Considered as a whole, it appeals
to the prurient interest of minors as determined by contemporary local
community standards.
(ii) It is patently offensive to contemporary
local community standards of adults as to what is suitable for minors.
(iii) Considered as a whole, it lacks serious
literary, artistic, political, educational, and scientific value for
minors.
6. Access by adults to material which is obscene
or child pornography. Access by adults to material which is obscene or
constitutes child pornography as defined in federal or state law or
court decisions, including but not limited to 18 USC 2256(8), and
viewing, transmitting, or downloading such materials or leaving such
materials on an unattended computer screen.
7. Failing to respect the privacy of other Library computer users.
Failing to respect the privacy of other Library computer users,
including but not limited to, viewing or attempting to view material
being used or viewed by others.
8. Failing to follow library policies, procedures and instructions.
Failing to following Library policies and procedures in regard to
signing-up for computer use, failing to comply with computer use time
limitations, failing to follow the directions and instructions of
Library personnel.
Posting and Enforcement of Policy.
Posting of policy and on-screen acknowledgement and agreement.
This policy shall be posted in conspicuous places near computer
terminals and shall be provided on-screen at the beginning of each
computer user’s session for each user to acknowledge and agree to prior
to using a Library computer.
Enforcement. A violation of this policy constitutes a violation
of Rule 14 of the Rules of Conduct for Library Use. As provided
in Rule 14, violations may result in the loss of computer privileges as
follows:
1st violation – 30 days
2nd violation – 60 days
3rd violation – up to one year
It’s 11:00 and I have to leave in 40 minutes. Item 9 is another
memorandum from Hector, and this one is priceless – can I prepare of
list of positions to cut by tomorrow? Gee, I thought this Task Force
was going to look for innovative ways to save money. I prepare an email
to send to Hector:
Hello Hector, I’m sorry, but I can’t
pull together a list of positions to cut by tomorrow. I do have some
ideas, though, about cost-saving strategies that have not yet been
explored. I will be happy to share these ideas with the entire task
force on Thursday. Thanks for the reminder. Best, ~MJB
Does Hector honestly believe that the library
staff don’t suspect anything? Why, library people are like sharks: they
can smell blood in the water! Before we cut any positions, though, I
would like the Task Force to do a cost-benefit analysis on some of our
outreach services (is it really efficient to send a staff person with
books to home-bound patrons? – maybe using the postal service would be
cheaper) and I’d like to create a program that allows people in the
community to honor a loved one by helping the library purchase
resources. I have seen some libraries paste in a special bookplate,
such as “Donated in memory of John Brown by Mary Lincoln” that
honors and recognizes the gift to the library. I don’t know if the Task
Force has considered the potential savings by cutting back on serials,
reducing access hours, or potentially increasing fines, but I do know
that once we lose a staff position it will be mighty hard to get it
back. And with the loss of a position is the loss of expertise,
training, and institutional memory. I don’t think we can afford that at
all!
It’s 11:30 and I have to get out of here in 10 minutes, and hope that I
make all the lights on Stadium Drive. What’s left? Oh, yes, item 6,
another email from Merle. I wish she wouldn’t refer to our patrons as
slimy and deadbeats. Can I deal with this in 10 minutes? I think I’d
like to review the patron(s’) records first. I know that our library
policy on privileges is that we reserve the right to restrict, suspend,
or revoke library privileges according the judgment of the Librarian.
In fact, the library handbook states that “The following situations
serve as examples of when such action might be taken: numerous lost or
damaged materials, chronic overdue materials, theft or attempted theft
of materials, and/or other extreme cases.” I decide to send Merle an
email:
Hello Merle, Thank you for bringing
this to my attention. I’d like to see the history on these cases – how
many, how often, and which resources present a problem for these
patrons. Can you pull that together for me by tomorrow afternoon? I’ll
be out of the office until then. Thanks! ~MJB
Wow, it’s 11:40. I have to run!
Last updated 2007-09-10. ALR. Contact me.