Attitude Is Everything

After watching a webinar about six months ago, a thought has continued to occupy me: How does one turn a challenge into an opportunity? While the idea was casually expressed by the presenter, it is a concept that preoccupies my mind. Admittedly, this is less about the idea in-and-of itself and more about the fact that it challenges my own perceptions.

It is difficult to get beyond an obstacle or a seemingly negative circumstance and instead focus on the potential advantages of an opening down the road. After all, if it was easy to find a solution, wouldn’t you have done so already? Subsequently, the question I have asked myself often of late is how does one start a process like this exactly? Where do I even begin? 

For context, I am the manager of a public library branch that is part of a larger urban system. Our branch, while smaller than some of its brethren, is distinguished by two factors in my opinion: the commitment of the staff to customer service and the support of the community. Over time, however, our customer base has evolved, and we are seeing more and more customers who need access in some form or another to public assistance, be it community help, resources such as medical assistance — especially in the form of mental health services — or even basic necessities.

But that is not the immediate problem. Rather, there is one additional factor I cannot negate, which is that my branch and thus the community it serves is complicated by limited access to public transportation. So while directing customers to resources can be a challenge, getting them to a service if they cannot get there on their own is a whole other matter. 

This is not to say that customers don’t have their own agency, but librarians like to help people. We want you to walk away with the information that you requested and more importantly come back again. So to return to my original question: Where do I begin with a situation like this and not feel overwhelmed? How can I make this problem into an opportunity for my branch to provide better customer service or connect our customers more effectively with the resources they need? 

In this instance, I have started by doing what I do best, which is to do a little research. And two of the most frequent suggestions that come forth from problems of this nature are to cultivate a growth mindset and to reframe the problem. Developing a growth mindset is not only challenging, but it takes time because it is a technique that forces you to look beyond your immediate skill sets and instead focus on long-term goals to encourage development. Maybe that’s identifying skill gaps or seeking out learning opportunities. The emphasis is that change is necessary and healthy to finding a solution. 

The issue in this instance, however, is that I still have customers who need assistance in the present and may not be able to wait for long-term solutions. In order to create balance between these interrelated matters, I am going to try reframing this issue so I can make a start. After much thought, what I have concluded is that I need to begin by looking at the root of the problem and re-evaluate our services.

Maybe this means our branch offers more programs with service providers or that I advocate for internal resources such as training opportunities or even contacting community stakeholders to do more research. What this issue has established, however, is that in order to over-forward, I need to acknowledge that change is about maintaining a positive attitude. By remaining focused and motivated, it also allows me to see opportunity. But as a community service provider myself, I love to connect with people. So if you’re interested in working with the public library or want to share some thoughts, be sure to drop me a line!

Erin Farquhar is a Branch Manager for DC Public Libraries in Washington, D.C. She holds a bachelor’s and a master’s degree in English Literature and Folklore, as well as a MLIS. She has worked in quite a few of DC’s wards and enjoys working with the varied communities and rich cultural heritage she serves.

Erin says, “Now, as a manager within this infrastructure, I look to further develop the practices of strategic thinking and plan implementation. As libraries continue to develop their social role in order to build strong vibrant communities, I would like to mirror this direction in order to help shape the ideas and perspectives that are central to an innovative society. Any metamorphosis can be a slow process but a caring workforce reflects the commitment of all its employees.”

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