We work in libraries, we like books and people, and we like to think we welcome people into our book-lined walls and comfortable chairs with open arms. Why then do so many of our glass front doors have lots and lots of 8 1/2 x 11 paper signs taped all over them? Sometimes you cannot see even an inch of clear glass. As if that were not enough, there are usually more signs posted all over the check out desk, on book sale trucks, on the photocopier, and on the walls. We library people like our signs but apparently not our visitors.
NO CELLPHONES! in 2 inch high letters. No shoes, no service! No dogs allowed! Children’s magic show at 10:00 a.m. on Monday. NO LOITERING! No bicycles inside library or blocking door! No leprechauns allowed. (Just wanted to see if you were paying attention.) Unattended children will be given a free puppy. ( I saw that one in a gift shop.)
NO! NO! NO! GO AWAY! Unfriendly library employees are watching your every move, so WATCH YOURSELF!. That is the message your “NO” signs send. My favorite behavior oriented sign hangs in the Alpha Park Public Library:
Alpha Park Library is committed to quality service for the library community. Please remember that considerate library use includes:
Talking
in moderate tones
Walking
while in the library
Supervising
young children at all times
Treating
staff, other patrons, & property in a respectful manner
Lighten up and remove those negative signs. Notice there are no “nos” in Alpha Park’s sign and that it does cover the majority of bad behavior we want to guard against.
The sign chaos confuses. Too much clutter gets in the way. Focus only on the critical signs that label the functional areas of the library. Checkout desk, nonfiction, fiction, young adult, children’s department, CDs, and computers are functional signs. Your front door should have your hours or an open or closed sign on it. If you must post an announcement, make it no more than one and keep the wording positive. Then our visitors can look through the glass into that wonderfully inviting library interior that we want them to enjoy.
Tags: Customer Service, problem behavior, rules
