Kieran Hixon and Sharon Morris
Kieran and Sharon introduced one another. Sharon suggested taking a class on improv to improve customer service. No matter what comes at you, you should remain completely blank and open. You should respond to 'yes and' take it into your own direction.
When we hand out forms, we are saying “yes but.” We aren't really acknowledging the problem.
Sharon asked us to visualize first impressions of our library. She showed us a sign of “NO” this and no that. She asked, does this convey warm and fuzzy feelings.
She showed us a photo of signs with a desk. This would be a “yes but.” It has some good points, but we want to move away us.
What about yes and ?
She showed a photo of a computer on a perch. This conveys a “we” and “us” and this is a great first impression.
- Library in Colorado. Check out area is tucked away and we first see furniture and the fireplace.
- She described another library who had lower displays where kids get to do some of them. They have them on a schedule and be a part of this.
- A sculpture at the front of the library that has its vision on it. It is dedicated to the citizens of the town.
How are we saying”no” with collections? Filled shelves, packed to the gills. How do we increase circulation? Weeding! Circulation increases because then we can find stuff.
'Yes, but” displays just have books on a shelf, but you aren't sure of the rhyme or reason.
There is a continuem when we come into the library.
Responsive: Responding to people
Predictive: Predicting what people might want, but we want this to be manageable.
Encouraging: This is empowerment. When we praise people, it doesn't help them to grow. Encouraging does.
Engaging: “Hey, you seem to know a lot about this. Do you want to do a program or help other people to learn how to do this?”
Empowering: This makes a change.
These are all ways of saying “yes and,” and rewarding ways for people to use the library.
Policies:When we focus too much on the little things, we break the big picture.
Kieran told a story how one person stealing dvds had them changing their entire dvd policies. The staff time has quadrupled. Someone told him that you should never change a policy for one person. He didn't have the guts to talk to the person instead. In this situation, this was a “no.” He asked how you go from “no” to a “yes but” in this situation. The key is to have policies we need and to not have ones that we don't need.
One library had a “no to yes” log. Anytime someone had to say no, they recorded it, and if there a lot of them, they took that issue to the board to try to make a change. We want to create a culture of “yes.”
They have us go through the “yes-o-meter” hand out and reflect on areas in our libraries, such as the entrance, displays, customer service, policies, etc.