Saying "Yes"--How to Remediate a Bad Reputation
Libraries are perceived as places that have a lot of negative rules. No cell phones, no food, no noise (historically one of our oldest rules). Times have changed. We can no longer afford to filter the world through "no."
There is a possible yes answer to every question. It just may not be a yes that has to be fulfilled by the library staff. If a user has a need that is beyond what is reasonable for the library staff to do there may be another non-library resource that they could be directed to. Ideally the word "no" should be avoided.
Sometimes all it takes is being willing to listen. Being listened to, that is, genuinely listened to, is a rare experience for many people. Often the simple act of listening openly, without judgement is enough to defuse a difficult or antagonistic situation. For someone with having issues you may be the friendliest person they encounter in a day. You can make a difference in their life simply by giving them your full attention.
There is a possible yes answer to every question. It just may not be a yes that has to be fulfilled by the library staff. If a user has a need that is beyond what is reasonable for the library staff to do there may be another non-library resource that they could be directed to. Ideally the word "no" should be avoided.
Sometimes all it takes is being willing to listen. Being listened to, that is, genuinely listened to, is a rare experience for many people. Often the simple act of listening openly, without judgement is enough to defuse a difficult or antagonistic situation. For someone with having issues you may be the friendliest person they encounter in a day. You can make a difference in their life simply by giving them your full attention.