Outreach Services Partnership at Marathon County Public Library

Link to July 12 Wausau Daily Herald article, "Computer class connects Spanish speakers, library".

Excerpt:
The library will become more a familiar place to Hispanic residents this summer as a result of efforts by its staff members and The Neighbors’ Place.

A nine-week computer class for Spanish speakers began June 13 at the Marathon County Public Library’s downtown Wausau headquarters at 300 N. First St.

The nine adults in the class will learn basic computer skills, including vocabulary and how to navigate the Internet, said Jennifer Lund, director of multicultural outreach and adult education at The Neighbors’ Place.

Lund encouraged the students to bring their children so they can participate in story time and other activities.

The offerings will allow families to learn about what the library has to offer while helping to improve their English skills, said Lund, who teaches the course.

A Headline with a Whole Different Meaning for Library Staff

Link to July 10 Reuters article, "Desk rage spoils workplace for many Americans".

The focus of the article is anger among employees in the workplace, not between employees and customers.

Excerpt:
Anger in the workplace -- employees and employers who are grumpy, insulting, short-tempered or worse -- is shockingly common and likely growing as Americans cope with woes of rising costs, job uncertainty or overwhelming debt, experts say.

"People are coming to work after a long commute, sitting in traffic watching their discretionary income burn up. They're ready for a fight or just really upset," [John Challenger, head of Chicago's Challenger, Gray & Christmas workplace consultants] said.

How to deal with library rage?

The January 2002 of Library Administrator's Digest suggests that libraries must incorporate the five principles of customer service that are common to the best stores and corporations:
1. Giving respectful attention to customers
2. Providing adequate information
3. Offering service at the customer's convenience
4. Having reasonable guidelines for in-store behavior
5. Making sure people are comfortable

Easier said than done sometimes.

From past -- and gratefully infrequent experience -- I've learned that sometimes you just have to stand there stoically and let people vent. (And have staff and/or police intervention procedures in place if a cool-down doesn't occur within a few minutes.)

Stories with constructive solutions to share?

TGIT: Outagamie County explores four-day work week

Link to July 11 Oshkosh Northwestern article.

Excerpt:
Outagamie County Executive Toby Paltzer has asked his staff to come up with a plan that would allow the county to close at least its main administration building one day a week.

"I'm sure we could save money," Paltzer said. The county is bracing for a 40 percent increase in its natural gas bill next year. "If we could shut down the furnace or air conditioning, I think it could have a major effect."

It would be seriously distressing if this trend spread to libraries that provide direct public service. At least one library agency, the Utah State Library, is soon to be been impacted by response to rising energy costs.

From the Library's website. Utah Governor Jon Huntsman has announced Working 4 Utah initiative, extending state government service from 7 a.m. to 6 p.m., Monday through Thursday beginning the first week of August. The Utah State Library is complying with the Governor's request, new business hours are Monday through Thursday, 7 a.m. to 6 p.m.