Kate Sheehan’s post on kindness has had some good comments, including this one by Tasha Saecker, Director of the Menasha Public Library:
At our library, we did a code of conduct that every employee had to sign. It was about how we treat one another in the library. Our staff had gotten into the habit of being quite toxic with one another. Refusing to reply when greeted, ignoring staff who worked at lower levels in the hierarchy, making caustic remarks both to people’s face and behind their backs, etc.
The code reminded everyone what was expected of them. Professionalism, kindness, respect and care. Now a few years later, there is no need for the code because everyone just naturally follows it. No need to remind either. It’s like working in a different library!
I had to email Tasha and ask about the codes. She sent me both versions – one for staff, one for supervisors – and gave me permission to publish them here. What do you think?
Tasha writes:
As a library director, I think that our internal conduct is just as important as our external conduct, meaning that we have to be kind to one another as library staff just as we are kind to our patrons. I expect a certain level of professionalism, but also kindness and consideration of one another. To address this issue in my current library, I created Agreements for our staff and supervisors to sign. Now, two years later, I would not see a need for them any longer. The issue has been solved, the culture changed. Here are our Agreements, inspired by the amazing Pat Wagner.
For staff:
I agree to follow the guidelines below to the best of my ability, understanding that these guidelines are an important part of service to my staff, my customers and my community.
I will be courteous at all times, meaning that I will greet everyone I encounter with a smile, knowing that I am representing the library not only in the way I deal with customers but the way I interact with my fellow staff members.
Everyone is treated like a peer by everyone else. Everyone will say good morning, please and thank you to everyone with good will, no matter what their relative position.
Everyone will get information at the same time regardless of his or her position in the library. Information hoarding is not acceptable.
Everyone has the opportunity to give input and receive feedback on their ideas. Keeping lines of communication open is a priority. Ideas and creativity are to be encouraged at all staff levels.
Communication will be my number one goal, so that everyone understands what decisions I am making.
I am expected to learn and grow. Accepting change and new ideas is a priority in the library.
Gossip about other staff members is not acceptable. If I have a complaint, I will not talk with other staff members but openly discuss it with my supervisor or the library director.
The library as a whole is my priority, from how the library looks to the community to how customers feel while they are here. Just as I view other staff as my peers, I will not hesitate to lend a hand where needed.
For supervisors:
I agree to follow the guidelines below to the best of my ability, understanding that these guidelines are an important part of service to my staff, my customers and my community.
I will be courteous at all times, meaning that I will greet everyone I encounter with a smile, knowing that I am representing the library not only in the way I deal with customers but the way I interact with my fellow staff members.
Everyone is treated like a peer by everyone else. Everyone will say good morning, please and thank you to everyone with good will, no matter what their relative position.
Everyone will get information at the same time regardless of his or her position in the library. Information hoarding is not acceptable. Minutes of staff meetings will be released within 48 hours.
Everyone has the opportunity to give input and receive feedback on their ideas. Keeping lines of communication open is a priority. Ideas and creativity are to be encouraged at all staff levels.
As a manager, I will not micromanage, but will allow employees to accomplish goals in their own way.
Communication will be my number one goal, so that everyone on staff understands who makes decisions, how decisions are made and what decisions they can make.
Everyone is expected to learn and grow. Accepting change and new ideas is a priority in the library.
I will focus on praising each one of my staff at least once a week.
Disagreements with staff will be addressed quickly with an emphasis on keeping staff informed on how the decision was made.
Gossip about other staff members is not acceptable. If you have a complaint, please do not talk with other staff members but openly discuss it with your supervisor.
The library as a whole is my priority, from how the library looks to the community to how customers feel while they are here. Just as I view other staff as my peers, I will not hesitate to lend a hand where needed.