Empowering Library Staff and Customers

Building A Culture of Teamwork and Trust

Christine D. Feldmann, Catherine E. Hollerbach

• Publisher: Bloomsbury Libraries Unlimited
• Year: 2026
• Edition: 1
• eBook ISBN:
  9798216194682
• Topic: Languages & Linguistics
• Subtopic: Library & Information Science
• Index: Languages & Linguistics

Learn how to create a library culture that not only empowers and supports its staff but provides compassionate and innovative services, helping customers and communities thrive.

Everyone wants a supportive workplace where they are valued, trusted, and empowered. Library staff also want to serve the diverse needs of their customers and community. Is it possible to have both? Yes! Learn how to create and sustain a library environment where the needs of staff and customers are mutually supported without sacrificing efficiencies. You'll discover how you can enhance employee satisfaction and performance while improving the quality of service provided to help build more successful communities.

Real-world scenarios show why simple policy changes like allowing food and drink in the library or permitting sleeping can demonstrate trust and why flexibility in scheduling won't result in complete chaos at your branch. This guide provides ways to break down silos between management and front-line staff to work together for the advancement of all.

The authors share on-the-ground examples of how to shift decision making from a "follow the rules or else" approach to a trauma-informed and flexible environment where the needs of both staff and customers are valued. You'll better understand how saying yes can improve your reputation, increase funding, and enhance your library's value to constituents.

All levels of workers, from the newest library staffer to the CEO and governing board members, will benefit from this guidance-because everyone has a role in building a culture of teamwork, trust, and respect.

Table of contents

• Cover
• Contents
• Acknowledgments
• 1 Building a Culture of Connection: Empowering Communities through Trust and Compassionate Leadership
• 2 The Power of Trust: Leadership for Thriving Workplaces and Communities
• 3 Redefining Library Service: Empowering Customers in a Modern Era
• 4 Shaping Workplace Culture: Understanding, Defining, and Nurturing a Positive Environment
• 5 Understanding That Your Community Is Not a Monolith
• 6 Building Trust from Within: Cultivating a Collaborative and Supportive Culture
• 7 Dealing with Burnout and Trauma
• 8 Turning the Tide: Overcoming Staff Morale Challenges and Addressing Complaints
• 9 Building Bridges: Strategies for Earning Trust with External Audiences
• 10 Cultivating Partnerships and Trust for Customer Success
• 11 Tailoring Trust: Special Considerations for Building Relationships with Unique Audiences
• 12 Special Considerations: Creating a Welcoming Environment for Neurodiverse Customers and Staff
• 13 Building Trust with Naysayers and Complainers
• 14 Navigating Freedom of Information Act (FOIA) Requests
• 15 Building Trust, Saving Lives: Libraries at the Intersection of Public Health and Community Care
• 16 Tangible Strategies for Building Trust through Social Media and Equity Work
• 17 Protecting the Right to Read: Building Trust through Intellectual Freedom
• 18 Building Trust through Community-Driven Innovative Programming
• 19 The Impact of Unionization on Library Culture
• 20 Moving Forward: Taking the First Steps and Shaping the Future You Want for Your Library
• Bibliography
• Index
• About the Authors