Stotan!

Having started down this path of Library science, I still recall the random arguments people would try to stir up with me. Years ago, I had a conversation with an acquaintance who believed print and libraries were a dying trend because of the Internet and print revenue losses. I made the newbie mistake of embarking on a fruitless argument with someone who had already chosen their stance.

Now, I try to follow the philosophy of letting people speak their opinions and then avoid the bait. Usually they try dragging you into an argument that they’ve already fought and won in their own head. Remember, most people haven’t idea how libraries are run and make dangerous assumptions.Examples:
Patron: “When I was young, librarians used to check us out”
(in refusal to use express checkout)
Meaning: “You should spend more money on service staff instead of novelty difficult to use “self-express” checkouts to provide the same quality of service back in the day”
Reality: Our service is so great that we have:
1.) too many patrons for library staff to handle during busy times
2.) We used to have book quotas for everyone, so checking out a patron with 4-10 books doesn’t take as long.
3.) Unlimited book quotas mean a lot more work-related injuries.

Best reply:

“Let me check that out for you at the self-express!
It’s so much fun to use that! The kids love them!”

Other examples:
“You don’t need a new library, this 50 year old building is sufficient”
(referring to our new building proposal)
“Back in the day, libraries used to <insert falsehood>”
(referring to another library with a program that no longer exists)
“At my other library, this service costs <free or less>”
(referring to government waste stereotypes)

Rather than berating the old building:
“Yeah, but wouldn’t it be great to have a homework center for your
(grand)kids, more computers and rooms for conversations or meetings?”

Rather than tell them you’ve never heard of such a ludicrous idea:
“Wow, that sounds like something we should/could possibly consider doing.
Write it down for our inbox! If you’re really serious and interested in getting behind this idea, here’s the contact for our library administration.”

Rather than discuss expenses:
“Really? Free (or less)? What’s their contact information again?
Thanks, I’ll make sure someone gets this. We’re always interested in giving better service.”

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Never, while being unprepared or caught off guard should you even attempt to try and hold your own or make a sarcastic comment.
Let me be clear, these are not discussions you want to have while you’re at work, at family outings or 20 minutes before an important meeting.
Why? Because these types of conversations are emotionally draining, humiliating and degrading for both sides. Also it throws on “argumentative” top of the already negative image of the entire profession as rule-enforcing, boring, anti-social and out of date. It drives away the importance of other issues and topics such as literacy, funding, and making the library a better place to hangout. These sorts of debates belong in a mature, formal or a group setting; among friends or colleagues who you’re familiar with at playing Devil’s advocate. Instead, make the best effort to give an action reply showing good service and being openly positive about the changes in library policies.
So what would I say differently next time?
“We recognize change is a necessity and through the course of the next decade will be a challenge. Of course we’re also still going to stay free too.”
These come in handy too:

1.] 10 Reasons Why the Internet Is No Substitute for a Library
2.] The Top 10 Reasons to Be a Librarian
3.] 33 Reasons Librarians are Still Extremely Important