Katherine Whetzel LIS 600 Professional Values Statement December 1, 2010 Introduction The foundations of Library and Information

Studies are all interconnected and therefore it is a small challenge to figure out which are the most important to me. However on reflection from the semester, I believe that intellectual freedom, equal access, and providing good service are at the base of libraries mission statements. While I do speak in generalities and view these principles through slightly rose-colored glasses, I am aware that in practice it would and will be difficult for me to carry them out. However, for the sake of clarity within this personal values statement, it will not be the focus of it. All three professional values listed above are important in how people perceive and then proceed to use libraries. Ideally, libraries are a reflection of the patron community; however in the 21st Century that would not be an accurate statement. Due to the demographic makeup of American neighborhoods today, (commonly based on economics) the idea of the librarys surrounding community being represented as a widely varied library collection is unlikely. Therefore, an interesting challenge is set in front of librarians. Librarians should work to collect resources that represent America or even the global community as a whole and then manage them in such a way as to grow accessibility to them. To do anything other would be an infringement on intellectual freedom and a limitation to patrons access to different points of view. And I believe that these professional values of mine are the means to providing library patrons with a library which in turn, promotes those very values in individuals. To me, the vehicle to bringing intellectual freedom and equal accessibility to a greater number of people is if librarians provide a high quality of service to all patrons. Intellectual Freedom I see social movements like the Civil Rights and Feminist movements as groups of people wanting to change how they were treated. And while those movements did address the issues of certain minorities being considered less valuable, it also means that their thoughts were considered less valuable as well. I think that African-Americans and women wanted their words to carry as much weight as the next mans. They were fighting for their intellectual freedom just as much as the right to vote, or the right to equal political standing. In the same year that Brown vs. Board of Education was first filed, Supreme Court Justice William O. Douglas stated that "[r]estriction of free thought and free speech is the most dangerous of all subversions. It is the one un-American act that could most easily defeat us" (Douglas 1953).

And furthermore, Nassehi (2004) explains how modern society today is shaped around the idea of mastering the entire world through rational calculation. It has been and continues to be this belief that has lead to the enormous development of knowledge as the decisive power of western civilization. This shows how prevalent the perspective of having the freedom to express ones thoughts is. People believe that knowledge and intellect are the way to gaining a higher level of intelligence. Intellectual freedom is a right due to all people no matter the content of it. And while that may difficult in the face of something in opposition to my personal values, my professional value far outweighs it. Equal Access I think that having equal accessibility to information is integral to education and mutual understanding. And this is certainly not limited to scholarly purposes. I believe that simple reading, be it fiction or non-fiction serves to open an individuals eyes to different perspectives. Stereotypes and biases can be overcome through learning. I am currently most intrigued in persons who occupy the middle and lower classes and how to provide accessibility for them. And I am also interested in how to do that while maintaining their characteristic information-seeking needs and behaviors. According to Grunig in 1989, [n]eeds are typically characterized as an inner motivational state (as cited in Case 2002). This reinforces my view that each individuals information-seeking behaviors are unique and must be approached in an authentic way so that information needs are met fully. Information potentially leads to a higher awareness of how and why others respond to information which is divergent from their own values. Few people believe that they are in possession of all knowledge on a particular subject. And in fact, that people have some kind of conscious or unconscious awareness that they need to find a solution. That is evident in the discussion of information needs, and more specifically information seeking serves as uncertainty reduction (Case 2002). For instance, one may have limited first-hand knowledge of politics, but hears widely varied comments on a political partys platform of issues. Politics are an arena widely assumed to be biased, but through using library recommended resources, some sort of informed conclusion can be drawn on the issue at hand. With libraries, there is a high level of trust since the library user knows that the sources have been vetted and the collection will optimally provide diverse opinions. Therefore, by librarians ensuring that access to those resources education could possibly be furthered. From my point of view, libraries exist to provide collective resources for various purposes, be it entertainment or scholarly work or preservation of works. I believe they are also a representation of society so that the people who are not close (geographically, relationally, or economically) can share ideas. And that sharing of ideas and information is a key component to providing universal rights.

3 In the past (far and recent) people traveled large distances to learn from renowned teachers and there became concentrations of intellectuals in certain locales. And then as libraries and books developed, an effort to share and preserve revered works did as well. According to UNESCOs World Report, "freedom of expression and the free flow of information, to which [intellectual freedom] is closely linked, are the essential conditions of the emergence of knowledge societies" (Sampson 2005). With technology and social communities as they are today, information can be shared easily and people are clearly interested in sharing their thoughts (blogs are a perfect example of this). Connections within the local and global community can be forged through information. And they have the likelihood to be mutually beneficial in many ways. However, those connections can be severely hindered if an unequal ability to receive information persists. Service The library can accomplish their mission and goals when the employees provide equal service. This includes face to face customer service, provision of programs and the management of assorted collections. It does not matter at all if the library contains the works of the best intellectuals of all time if it turns people away with the service they provide. The librarian stereotype can be easily changed if librarians communicate things clearly and do so with a friendly attitude. If a customer feels that the librarian validated their information needs, even while information is not clearly communicated, they will be more likely to report a positive experience. Even if some superb online sources develop and this may be a long time from now, the percentage of information that they will contain will only be a small amount of information that libraries have in their possession. Therefore people are going to continue using library resources when they need irrefutable information. However, in an effort to grow patrons frequency of usage and thus how they perceive libraries, service will need to be of an utmost quality. I think that being friendly and showing flexibility towards individuals is a fantastic way to provide great service. However, marketing is a great way to do this on a large scale. Most people are not aware of what programs and events libraries provide and librarians in general have a difficult time of spreading the word. Perhaps an external marketing expert should be consulted in cases where patron involvement is low. For example, Chick-fil-a is known for its customer service; they show how valuable each customer is by providing a friendly atmosphere, and staff members who are helpful. Thus the amount of customers who continue to frequent those restaurants and tell their friends about it increases. At the very least, consideration of customer needs is necessary to meeting them. As Christine Koontz of Florida State University in Tallahassee stated, [c]ustomer service has always been the heart of librarianship-identifying what people want and need and delivering it within the mission and resources of the organization (Topper 2005). Therefore, it is essential for libraries to strive for a high quality of

4 customer service in every interaction, through whatever medium (face to face, chat, phone, etc.). Conclusion It is vital for the continued life of the library to communicate to their market that they understand information needs. No group is monolithic and both general and specific resources with and without a bias are what make up great resources for the public. To me, libraries need to represent both the individual as well as the community as a whole. I suppose I will consider myself more of a tour guide than a gatekeeper, both available and enthusiastic about educating, sharing, and learning alongside library users. And regardless of how I will be able to reflect my professional values, it will be up to each patron to decide what, if anything, to do with the information available through the library. It is a resource meant to be used and I hope that library patrons of mine will grow to value it as such.

5 Works Cited Case, Donald O. (2002). Looking for Information: A Survey of Research on Information Seeking, Needs, and Behavior. Maryland Heights, MO: Academic Press. Douglas, William O. (1953). The One Un-American Act. Nieman Reports, 7(1), 20. Nassehi, Armin. (2004). What do We Know about Knowledge? An Essay on the Knowledge Society. The Canadian Journal of Sociology, 29(3), 439-449. Sampson, Frdric, Laetitia Demarais and Jacques Plouin. (2005). Towards Knowledge Societies. United Nations Educational, Scientific and Cultural Organization (UNESCO) World Report, UNESCO Publishing. Topper, Elisa F. (2005). Brushing Up on Patron-Service Skills American Libraries 10(36), 66.