Blog about Libraries

Here is a recent letter to the editor of our local paper concerning the Secret Shopper program we are instituting:

...As a patron, I hold the staff at the library in the highest regard and have always been treated with respect, kindness and cooperation. Therefore, when I read that a "Secret Shopper" program had been instituted to covertly watch the staff members and report on their interaction with the library patrons, I was distressed.

In a large corporation, where one wishes to ensure that a widely scattered staff is filling their responsibilities, such a program might be useful. But I strongly oppose such a program for this library and this group of fine, loyal, intelligent, capable public servants. This is our library; it belongs to the community and not a corporation designed to produce goods to be marketed and sold. In my view, the library is the heart of the community. As trustees, I ask you to please protect one of our greatest assets and do not let it become a commercialized, trendy toy.

This person is absolutely right- we have fine, loyal, intelligent, capable public servants working at this place. Unfortunately, Secret Shopping DOES sound sneaky and underhanded and I can't prevent that. After all, it doesn't work unless it's done in secret. However, that doesn't mean the project has to be a negative experience for staff and I don't care if some people on the outside think this is spying and devious. If my staff feels we are improving upon the great service we already provide and if they don't feel threatened by this project, then we are on the right track.

# posted by Steve @ Saturday, May 27, 2006