Empowering Library Staff and Customers
Building A Culture of Teamwork and Trust
Empowering Library Staff and Customers
Building A Culture of Teamwork and Trust
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Description
Learn how to create a library culture that not only empowers and supports its staff but provides compassionate and innovative services, helping customers and communities thrive.
Everyone wants a supportive workplace where they are valued, trusted, and empowered. Library staff also want to serve the diverse needs of their customers and community. Is it possible to have both? Yes! Learn how to create and sustain a library environment where the needs of staff and customers are mutually supported without sacrificing efficiencies. You'll discover how you can enhance employee satisfaction and performance while improving the quality of service provided to help build more successful communities.
Real-world scenarios show why simple policy changes like allowing food and drink in the library or permitting sleeping can demonstrate trust and why flexibility in scheduling won't result in complete chaos at your branch. This guide provides ways to break down silos between management and front-line staff to work together for the advancement of all.
The authors share on-the-ground examples of how to shift decision making from a “follow the rules or else” approach to a trauma-informed and flexible environment where the needs of both staff and customers are valued. You'll better understand how saying yes can improve your reputation, increase funding, and enhance your library's value to constituents.
All levels of workers, from the newest library staffer to the CEO and governing board members, will benefit from this guidance-because everyone has a role in building a culture of teamwork, trust, and respect.
Table of Contents
a. Why is this approach important, in general and for public libraries specifically
b. Research on impact of cultures of trust for employee/community satisfaction
2. What Does It Mean to Have a Culture at Work?
a. What does a culture of trust look like?
b. How does leading with compassion result in a culture of trust?
3. What Is Your Current Culture?
a. Who are you now; how did you get there?
b. Who do you want to be and why?
4. Your Community Is Not a Monolith
a. Awareness of the needs of each section of the community
b. Responsive to challenges specific to the population and demographics
c. Size of branch
5. Strategies to Build Trust for Internal Audiences
a. How to build a team committed to creating a culture of trust
b. Clear policies (flexible scheduling, coaching & mentoring, extended probation & second chances)
c. Communication
d. Training
e. How to work with older staff and new (often younger) staff
f. What to do when things go wrong
6. Strategies to Build Trust with External Audiences
a. Customers- being welcoming and expecting positive results
i. Code of Conduct
ii. Trauma informed services
iii. Self-check machines and no security on library
b. Partners
i. Working with those who align with your values
1. DSS – social workers; housing resource workers, navigators
2. Homeless shelters
3. School system
c. Building trust with your Boards through communication
d. Funders
e. Elected officials
f. Nay-sayers and complainers
7. Unique Tools to Build Trust with Staff and Community
a. Social Media
i. Who does your social media? Do you interact with customers?
ii. Give staff freedom to be creative but have policies to prevent problems
iii. Input from all levels of staff; process for submission from staff at large
iv. Include personal stories (with permission) so customers feel part of the library
b. Protecting Intellectual Freedom i. Book bans (State Librarian - Morgan Miller) and Freedom to Read (State Delegate Dana Jones)
ii. Book Sanctuaries – Examples – NJ, Kentucky (Hoboken CEO Jennie Pu)
c. Working Toward Equity i. Intentionally focus on being inclusive
ii. Push back on “we've always done it this way” and introduce new ways to serve customers
iii. Equity vs. Equality
iv. Library Equity and Diversity Team (Bess Langbein – Due East Partners)
d. Public Health Initiative i. Safe sex kits and Narcan
ii. Gun locks
iii. Other library examples
e. Innovative Programming based on ideas from the community and staff i. Create a safe space for innovative programs 1. Drag Queen storytimes
2. Expungement clinics
ii. Align with partners for support;
iii. Culture of innovation may face resistance, but also bring in new community members who now feel part of the library
iv. Create trust with the Board to resist challenges
8. Special Considerations: Welcoming Neurodiverse Customers and Staff
a. Listen to their needs
b. Create a space for neurodiversity
c. Partner with groups that support neurodiverse customers
d. Affinity group
9. Union/Staff Association Considerations
a. How do we continue the culture of trust with a union?
b. Being transparent
c. What happens to the Staff Association?
d. Share our transition
10. Conclusion
a. How to get started
b. Rewarding for community and staff
c. Next steps: Where do we go from here?
Product details
| Published | Feb 19 2026 |
|---|---|
| Format | Paperback |
| Edition | 1st |
| Extent | 176 |
| ISBN | 9798216194668 |
| Imprint | Bloomsbury Libraries Unlimited |
| Dimensions | 9 x 6 inches |
| Publisher | Bloomsbury Publishing |
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