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I have been working at Carnegie Library of Pittsburgh part-time (More than 8 years)
Well-established organization, loved by the public. Endless opportunities to truly help make Pittsburgh a better place. Terrific co-workers - shared goals of doing good and improving residents' lives at every turn. Generally kind customers who appreciate the work of public service workers around library system. Good support for electronic resources, and now lots of steady funding.
Lack of appreciation, respect or awareness of the knowledge and expertise of its existing employee pool. Swamped local market for library workers causes CLP to view employees as interchangeable and expendable; customers and staff know that not all MLS holders are equal! Refuses to increase compensation or reward more productive workers with greater skill and experience levels. Uses newly stabilized funding to create more administrative level positions, when customers would value more engaged and versatile "on the ground" employees. No attempt to develop diverse staff or administration (in terms of age, gender or ethnicity) through transparent hiring and promotion practices - very far behind the times in this regard. A distinct feeling that staff is not much liked, respected or considered colleagues with shared interest in public service by management.
Advice to Management
Trust that your librarians are professionals and do not require condescending customer service advice - What we need is to be empowered and supported as professionals. The various attempts at assessment over the past few years indicate that managers lack an understanding of basic statistical analysis as well as research skills, and are struggling with this aspect of their jobs. This has caused employees all around the system to waste energy on poorly designed models that hinder our progress as an organization. Consider requiring some knowledge or background in public affairs management or statistics as a prerequisite for management positions, and require training in this area for those who struggle with understanding statistics. Over the past few years, there has been a real effort to "talk the talk" when it comes to "breaking down silos," diversity and taking input from all levels. Unfortunately, CLP is not "walking the walk". I hope that management steps up and makes much needed improvements.