Empowering Library Staff and Customers: Building A Culture of Teamwork and Trust

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Christine D. Feldmann (Anne Arundel County Public Library, USA) Catherine E. Hollerbach (Anne Arundel County Public Library, USA)

Empowering Library Staff and Customers

Name: Empowering Library Staff and Customers
Price: 190 AUD
Availability: OutOfStock
ISBN: 9798216381655

Building A Culture of Teamwork and Trust

Christine D. Feldmann (Anne Arundel County Public Library, USA), Catherine E. Hollerbach (Anne Arundel County Public Library, USA)

$190

Hardback

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English

Libraries Unlimited Inc
16 April 2026

Library, archive & information management

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.

By: Christine D. Feldmann (Anne Arundel County Public Library USA), Catherine E. Hollerbach (Anne Arundel County Public Library, USA)
Imprint: Libraries Unlimited Inc
Country of Publication: United States
Dimensions: Height: 235mm, Width: 156mm, Spine: 25mm
Weight: 454g
ISBN: 9798216381655
Pages: 192
Publication Date: 16 April 2026
Audience: Professional and scholarly , Undergraduate
Format: Hardback
Publisher's Status: Active

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

Catherine E. Hollerbach is Chief Operating Officer, Anne Arundel County Public Library, USA. Christine D. Feldmann is Director of Marketing and Communications, Anne Arundel County Public Library, USA.

Reviews for Empowering Library Staff and Customers: Building A Culture of Teamwork and Trust

Both Christine Feldmann and Cathy Hollerbach, are part of an executive team leading 460 amazing library staff. In the book, Feldmann and Hollerbach have illuminated the many ways we all work hard to build and sustain a positive workplace culture. Building trust isn’t always easy, but it’s absolutely critical in building a library system that’s loved by the community. -- Skip Auld * Chief Executive Officer, Anne Arundel County Public Library * This book is an essential guide for any library leader or staff member striving to create a culture of trust, belonging, and teamwork within their organization. It offers practical strategies for strengthening relationships inside the library and with the communities to be served. In a time when libraries are called to be both anchors and innovators, this book shows us how to lead with purpose while building bridges between community and staff. -- Michelle H. Hamiel * Chief of Programs, Urban Libraries Council *