Well, the first thing was that I didn’t learn how to manage large groups of children at story time. I mean, how do you actually get a group of 40 two-year-olds to do ANYTHING together? Fortunately, I had a fabulous supervisor/mentor who scheduled me on desk at a partner branch one day a week when their experienced Children’s Librarian was doing her story time. They didn’t have a meeting room, so story time was in the middle of the library. I remember thinking to myself, “now pay attention to how she gives instructions to those toddlers so you can do it back at your branch.”
The other thing that we just aren’t taught in library school is how to manage discipline and security issues–some of it is common sense, and some if it is policies that vary from library to library. I’ve noticed that the most effective staff are the ones who have the largest “tool kit” to work with when dealing with a difficult patron–the more tools and tips and tricks we arrive with on our first job, the better! I have a million examples ranging from serious to hilarious–the goth teen who came to the library with his unmarked Standard Poodle service animal (with red nail polish, no less!). Fortunately he was very generous and patient as I stove to learn that no, service animals don’t have to be marked and that it is illegal to ask about the nature of the disability they are assisting with. He even referred me to the Delta Society Web site to learn more!
Erica Sternin
Youth Service Manager
Seattle Public Library