This document provides questions for a panel presentation on public services in libraries. The panel will discuss getting a job in public services, including how to find the right fit, common interview questions, and negotiating salary and benefits. They will also address providing customer service, including balancing patron needs and privacy issues. Additional topics include managing staff relations across generations, resolving conflicts, and approaches to training staff and one's own professional development.

1. How Deep Is It?How Deep Is It?
Wading Into Public Service WatersWading Into Public Service Waters
NCLA Conference 2005 – September 21NCLA Conference 2005 – September 21stst
– 23– 23rdrd

2. Presentation PanelPresentation Panel
• Denise Bosselman – Sandhills CCDenise Bosselman – Sandhills CC
bosselmand@sandhills.edubosselmand@sandhills.edu
• Sarah Jeong – Wake Forest UniversitySarah Jeong – Wake Forest University
• David Munden – Duke UniversityDavid Munden – Duke University
• June Power – UNC-PembrokeJune Power – UNC-Pembroke
june.power@uncp.edujune.power@uncp.edu

3. Why We’re HereWhy We’re Here
• To provide an overview of public servicesTo provide an overview of public services
in libraries by answering the questions ofin libraries by answering the questions of
those new to the field and to publicthose new to the field and to public
services.services.

4. Getting the JobGetting the Job
• How do you find a position with the right fit for your work style and personality? WhatHow do you find a position with the right fit for your work style and personality? What
factors determine a good fit?factors determine a good fit?
• What types of questions were you asked in your interview?What types of questions were you asked in your interview?
• What questions did you ask during your interview? What questions do you wish youWhat questions did you ask during your interview? What questions do you wish you
had asked?had asked?
• What differences have you noticed between telephone interviews, one-on-oneWhat differences have you noticed between telephone interviews, one-on-one
interviews and panel interviews/interview by committee?interviews and panel interviews/interview by committee?
• What is the strangest interview question you have been asked?What is the strangest interview question you have been asked?
• What do you need to know about an institution before you interview there?What do you need to know about an institution before you interview there?
• How were your interview travel expenses handled? Relocation expenses?How were your interview travel expenses handled? Relocation expenses?
• If you experience being employed and interviewing for a new position elsewhere, howIf you experience being employed and interviewing for a new position elsewhere, how
do you handle informing your current job that you’re looking? When did you telldo you handle informing your current job that you’re looking? When did you tell
them?them?
• How did you approach the topic of salary and benefits when looking for a job?How did you approach the topic of salary and benefits when looking for a job?
• How long did it take for you to find a position? How long did it take you to find aHow long did it take for you to find a position? How long did it take you to find a
position you really wanted and liked? If the two answers are not the same, why didposition you really wanted and liked? If the two answers are not the same, why did
you settle for a job you didn’t really want, if you have had that experience?you settle for a job you didn’t really want, if you have had that experience?

5. Customer ServiceCustomer Service
• How important is patron privacy?How important is patron privacy?
• How have libraries been affected by the Patriot Act?How have libraries been affected by the Patriot Act?
• How do you insure consistency in service to patrons?How do you insure consistency in service to patrons?
• What’s the funniest thing that has ever happened to you at a service desk?What’s the funniest thing that has ever happened to you at a service desk?
• What is the strangest question you have been asked?What is the strangest question you have been asked?
• How much and what kinds of customer service experience are mostHow much and what kinds of customer service experience are most
beneficial in preparing someone to work in public services?beneficial in preparing someone to work in public services?
• How do you approach service, especially with regards to instruction? DoHow do you approach service, especially with regards to instruction? Do
you teach them how to fish, or hand them a prepared sandwich? Do youyou teach them how to fish, or hand them a prepared sandwich? Do you
give them what they “need” or what they “want?”give them what they “need” or what they “want?”
• What is the best way to deal with a pushy or demanding patron? (facultyWhat is the best way to deal with a pushy or demanding patron? (faculty
member, rude student, neighborhood crazy person)member, rude student, neighborhood crazy person)
• What are the best ways you have found to let patrons know what servicesWhat are the best ways you have found to let patrons know what services
you offer?you offer?

6. Management and StaffManagement and Staff
RelationsRelations
• Many new librarians will work with staff members (librarians and support staff) whoMany new librarians will work with staff members (librarians and support staff) who
are more than one generation apart in age. What are the best strategies for copingare more than one generation apart in age. What are the best strategies for coping
with generational differences? How does this affect making decisions in publicwith generational differences? How does this affect making decisions in public
services, collection development, and reference transactions?services, collection development, and reference transactions?
• How does knowledge vs. experience play out in you library?How does knowledge vs. experience play out in you library?
• How does the library fit into the larger institutional community?How does the library fit into the larger institutional community?
• What are your biggest management challenges with regards to supervising staff?What are your biggest management challenges with regards to supervising staff?
• What has been the biggest challenge in moving from front line work to middle orWhat has been the biggest challenge in moving from front line work to middle or
upper management?upper management?
• How do you handle conflicts between staff members you supervise?How do you handle conflicts between staff members you supervise?
• How do you handle conflicts between yourself and staff you supervise?How do you handle conflicts between yourself and staff you supervise?
• What are the best aspects of management? The worst aspects?What are the best aspects of management? The worst aspects?
• How do you handle differences between yourself and your management peers?How do you handle differences between yourself and your management peers?
• What are your methods for working with volunteers, students, and other non-staffWhat are your methods for working with volunteers, students, and other non-staff
workers?workers?

7. TrainingTraining
• How do you get training if you need it?How do you get training if you need it?
• What has been your experience going into a long vacant position vs. a new positionWhat has been your experience going into a long vacant position vs. a new position
vs. replacing a departing staff person? What differences have you noticed betweenvs. replacing a departing staff person? What differences have you noticed between
these different experiences?these different experiences?
• How do you deal with staff reluctant to learn new skills?How do you deal with staff reluctant to learn new skills?
• What types of training/continuing education have you received since you finishedWhat types of training/continuing education have you received since you finished
your degree? Has your institution provided this training or did you seek it foryour degree? Has your institution provided this training or did you seek it for
yourself?yourself?
• How does your institution handle reimbursement for further training?How does your institution handle reimbursement for further training?
• How much have training opportunities benefited you in your day-to-day jobHow much have training opportunities benefited you in your day-to-day job
functioning?functioning?
• What are the hallmarks of a good training program/session/workshop?What are the hallmarks of a good training program/session/workshop?
• What have you learned from your own training experiences that has benefited you inWhat have you learned from your own training experiences that has benefited you in
the training of others?the training of others?
• When creating a training experience for others, what are some pitfalls to avoid?When creating a training experience for others, what are some pitfalls to avoid?
• What differences have you noticed between online training and face-to-face training?What differences have you noticed between online training and face-to-face training?

8. Professional DevelopmentProfessional Development
• How do you balance your daily duties (and emergencies) with professionalHow do you balance your daily duties (and emergencies) with professional
development activities?development activities?
• Describe the different expectations for professional development in theDescribe the different expectations for professional development in the
community college, state four-year university, and private universitycommunity college, state four-year university, and private university
environments.environments.
• Would you prefer a tenure track or non-tenure track position? Why or whyWould you prefer a tenure track or non-tenure track position? Why or why
not?not?
• Describe the job evaluation/performance appraisal system at yourDescribe the job evaluation/performance appraisal system at your
institution.institution.
• How do you balance your personal and professional life and goals?How do you balance your personal and professional life and goals?
• How do you encourage your staff to approach professional development?How do you encourage your staff to approach professional development?
• Why is professional development important to you?Why is professional development important to you?
• What challenges do you face in professional development?What challenges do you face in professional development?
• What counts as professional development for your position? Does it have toWhat counts as professional development for your position? Does it have to
directly related to your specified job duties?directly related to your specified job duties?
• How does your intuition support professional development?How does your intuition support professional development?

9. Thank you!!Thank you!!

10. Thank you!!Thank you!!