The importance of support staff in the LIS sector

1. The importance of support staff in the LIS sector Naomi Haasbroek LIASA President 1 December 2010 “Information for Social Cohesion and Prosperity” Conference, ICC Durban

2. Outline • Who are the Support Staff in libraries? • The Role of Support Staff • The Impact of Support Staff • Challenges of Support Staff • Development & training of Support Staff • Motivation, communication and training • LIASA and Support Staff

3. Who? • Who are the support staff in the library? • Persons without formal LIS training • Persons with other professional qualifications • Persons in the process of obtaining LIS qualifications • Performing non-professional jobs • Library assistants/technicians • Shelvers • Para-professionals • Other?

4. Some definitions • A library technician uses his/her technical skills to assist librarians to acquire, prepare and organize information and assist patrons in finding information (Wikipedia.org 2007a: para. 1). • This is reiterated by the US Department of Labor which explains that library technicians usually work under the supervision of the librarian, but in certain instances they work independently.

5. Definitions • They design posters, bulletin boards and displays. Library technicians perform computer searches, calculate statistics on circulation, do shelving and assist in customizing databases. Library technicians also answer user queries, assist users with finding information and assist them in using the computers. With advancements in technology, library technicians, who are known commonly as library assistants, can input into the computer data on new materials acquired by the library. • Athena Rajagopaul, 2008

6. Library Assistant • Assist Librarian in selection of library material at provincial library depot • issue and return books from library users • assist users in finding suitable library materials • shelving returned books • assist the librarian in outreach programmes • assist the librarian with projects to promote the library • assist librarian in library displays • assist librarian with newspaper cuttings • assist and train users in basic computer skills and internet search • promote and develop computer services to the public • ensure policies for usage security are adhered to by users.

7. Library Computer Assistant • Assist and train library users in basic computer skills and internet searching. Access information required by library staff for user’s information needs. Promote and develop the computer services to the public. Ensure policies for usage and security are adhered to by users and maintain statistics. Monitor PC, printer and connectivity hardware and software.

8. Responsibilities of Support Staff • Provision of user services • Provision of technical and maintenance support services • Provide circulation services

9. Roles • What role does the support staff play in the library? • Support and assist professionally qualified staff • Integral part of the LIS team • Hold key positions in libraries • Run and manage small libraries • Ensure that information can be successfully retrieved • Provide customer services

10. Impact • Why are support staff important? • Support staff are often the first contact of a client with the library • At the front desk • At the shelves • Support staff give the first impression of a library service • Support staff have a good knowledge of the collection • Support staff have technical skills

11. Impact • Organisation of library collections & inventory control • Books have to be filed properly and in the right place to ensure that clients find the books or materials that they need • A miss-filed book may be lost forever • Knowledge of collections

12. Challenges of Support Staff • Recognition in the workplace • Experience versus qualification • Training & development opportunities • Relationships with qualified staff

13. Motivation of Support Staff Empower and develop To feel part of team & take ownership Importance of contribution Understand role Encourage and support Provide opportunities for study Provide on the job training Provide opportunities to attend conferences and workshops Provide networking opportunities

14. Effective communication • Relationship between staff and supervisors • Interpersonal communication skills • Assertiveness • Body language • Respect and trust • Dealing with conflict • Open communication • Respect & trust • Control emotions • Listening skills • Confront issues & seek solutions Be the role Model, mentor and coach

15. Training opportunities • Workshops • Conferences • On-the job training • Mentorship and coaching • Learning plans • To address individual goals • To further organizational goals

16. Summary • Support staff fulfill essential role in the library • Customer services • Technical services • Ensure successful retrieval of library materials • Knowledge of collections • Computer skills • Training of clients/users • Maintenance of collections

17. LIASA and Support Staff • LIASA recognises the important role of support staff in libraries • Support Staff Interest Group • Important to participate • Training & development • Recognition and support

18. LIASA Support Staff Interest Group • Provides platform and network for SS • Coordinated nationally (RC) • Branches – link with Regional Branch • Annual Conference • Pre-conference workshop • Parallel session and AGM SS can join as individual members of LIASA Serve on committees and vote KZN – currently no Branch SSIG

19. Conclusion • Importance of recognising critical role of Support Staff in delivery of services • Motivation • Communication • Support • Empower through training and development • Support through LIASA

20. Contact details • Naomi Haasbroek • president@liasa.org.za • naomi@tlabs.ac.za • http://www.liasa.org.za