Ref Rap - Sparkle @ the Library Part 1

On 31st March and 1st April some staff, including myself, participated in the program 'Sparkle'. For some reason, whenever I think of Sparkle, I think of cheerleading so it was with some uncertainty that I entered the meeting room on Day 1. Rather than finding poms poms and tiny skirts (which I'm sure Library staff would look great in!) to my relief I found lots of butchers paper and bright textas. The next two days were filled with a wide variety of different activities and discussion. Some of the main areas covered included how to sparkle, good customer service and handling difficult people. The following are just some of the things that were learned. Other Staff that attended Sparkle might have something to add.

How to Sparkle - Sparkle is based on the Five Principles of B.E.A.M.S ie.

Being Present
Enjoyment and Fun
Attitude is everything
Making a difference
Supporting each other

We were asked to brainstorm ways that we could effectively carry out these principles in the Library. This was a very creative exercise with some interesting results. For inspiration, we looked at the video FISH!, a short documentary about the happiest Fishmongers in the world. These guys were absolutely nuts (in a good way)! They don't just sell fish, they throw it to each other and get customers involved. Some workers went down to the Fish Markets just to be entertained at lunchtime. The FISH! philosophy emerged from these fish markets i.e. Be There, Make Their Day, Play and Choose Your Attitude. While I think throwing books at Patrons and each other could raise a few OH&S issues, there have got to be ways that we can act like ridiculously happy Fishmongers in the Library.

Some of the ideas included more team working exercises, knowledge and skill sharing, goal orientated tasks, using humour in the Library and enthusiasm towards customers. Some of the more creative and fun suggestions included Library games, staff sports teams, social outings, dancing, music, dress-up days ( I'd completely support a day where staff must come to the Library dressed as Fishmongers) and my personal favourite, staff massages!

One of the most effective points made in the video was that you need to choose your attitude. According to this philosophy, everyday you make a choice - to be happy or sad. So why not choose to be happy (even when a Patron is quite upset about their hold fees), because happiness has that annoying habit of being contagious. If you ever happen to achieve full happiness at all times, then please share your secret!

I'll talk about customer service and handling difficult people in Part 2. For now, see if you can think of any other ways we can sparkle in the Library - and get creative! Post your ideas below. For inspiration see this website: http://www.fishphilosophynetwork.com/

Karen B.