Working Knowledge A Monthly Column about Life on the Job

By Elisa F. Topper American Libraries Columnist Elisa F. Topper is director of the Dundee Township (Ill.) Public Library District and a career consultant. Contact her at working@ala.org. Column for April 2004

Saying “Thank You”—Part Two

I am the branch manager of a medium-sized library and was inspired by your January 2004 column (p. 96) to start an employee-of-the-month award. We recognize staff members who have suggested successful cost-saving ideas with a designated parking space, a gift certificate for a free lunch, and his or her photo posted in the lobby. However, I was quite surprised to receive a letter from a patron questioning the new award, suggesting that it was unnecessary because all staff consistently provide excellent service. While I responded by thanking the patron for her feedback and explaining the cost-saving criteria, I want to warn your readers that what they see as positive programs may still elicit negative responses.

—Can't Please Everyone

I applaud your efforts to recognize your staff and reward cost-saving measures, and I'd urge you not to be discouraged by one patron's reaction. Instead, look at it exactly as you described it in your letter: feedback. Note also that her response isn't entirely negative. For instance, she writes that your entire staff consistently provides excellent service—what a wonderful compliment!
    I'd imagine that most other negative reaction—if any—would be to the designated parking space rather than the award itself. But even though we regularly see these kinds of award programs in fast-food restaurants, banks, or stores, they are sometimes questioned when implemented in a library setting. I suggest you continue the award for a year and then reevaluate it; meanwhile, head off any further confusion about the award by running a story about it in your library's newsletter or by posting more details about it near the award display in the lobby. You might also make a point to show that you agree that your entire staff provides excellent service by organizing a staff appreciation day. In fact, you could open the event to the public and make it part of an annual National Library Week event that's celebrated April 18-24 this year. (See this website for NLW programming ideas and materials.)
    In January, I invited readers to share the creative ways they reward employees. Read on for a sampling of responses:

Susan L. Hinds, library associate, Auburn (Ala.) University Libraries:
    I loved this article. When I became chair of our rewards and recognition task force, the majority of the staff had been in place for a long time. It wasn't that morale was low, but there was room for improvement. A few of our techniques:

• Rewards and Recognition Workshop—based on the book Encouraging the Heart: A Leader's Guide to Rewarding and Recognizing Others by James M. Kouzes and Barry Z. Posner (Jossey-Bass, 1998).
  
• Library Employee of the Year—includes a $500 award plus a plaque in the library.
  
• Kudos box—a box of goodies and inexpensive gifts like pens, notepads, etc.
  
• Terrific Tiger Thank-You—An online thank-you system with a form that can be completed by both staff and library users.
  

Liz Davis, interlibrary loan librarian, Embry-Riddle Aeronautical University, Daytona Beach, Florida:
    Our department has a trophy—currently a Mr. Wonderful doll we've named “phILL”—that we take turns presenting to each other for outstanding work above the call of duty.

Bethany Ponder, director, Natchitoches Parish (La.) Library:
    An idea we borrowed from the Arlington (Tex.) Public Library: Employees can give each other “kudos” by filling out special thank-you forms with preprinted messages like “Service Super Star! Thanks for taking care of our customers!” When I give these kudos myself, I often also award comp time as appropriate. Copies of the awards are then tucked into employees' personnel files for performance reviews.

(c) Copyright 2004 American Library Association