Creating a Culture of Yes

Abstract

The 21st century library opens doors to information and resources, and those doors are unlocked and held open through Access Services. At Murphy Library, we in Access Services strive to be the yes people-yes, we can get it for you; yes, we can provide that service; yes, we can offer this space. Although libraries are clearly no longer the 19th century guardians of information, we must maintain our resources through policy and practice so that they can be used by the broadest constituency. That maintenance sometimes requires that we say no. It is possible, however, to say no while still saying yes, and Access Services can build good will with our constituencies through the positive no while leading the larger library community toward a culture of yes through both written and applied policy and practice. This presentation will demonstrate Murphy Library's transition toward a culture of yes.