When Libraries Make Mistakes with Customers - Webinar (08/12/21)

Some library mistakes are relatively easy to fix, such as giving someone the wrong change when they pay a fine or mispronouncing the name of an author. What’s harder is when a library user feels they have been insulted or emotionally abused by a staff member, when they see or hear other library users receiving deferential treatment denied to them, when they experience incompetent assistance, or when they are given wrong information. Additionally, when they are accused wrongly of stealing from the library, when they are made fun of because of the way they speak or dress, or when the library fails to ensure their physical and emotional safety.

In the long run, library customers will judge you not by your mistakes but how you address those mistakes and treat people in the aftermath. Topics covered in this webinar include the importance of planning and open discussions, library ethics, legal ramifications, why details count, the importance of a speedy response, and learning from mistakes. Real life case studies will provide examples of the better and worst ways to deal with mistakes in a library workplace.