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Browsing by Author "Rodger, Joanne"

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    The emotional labour of public library work
    (2021) Rodger, Joanne; Erickson, Norene
    This study seeks to extend the research on the emotional labour of public library workers. Because emotional labour is a relatively new concept in library and information science research, researchers and practitioners need to better understand the emotional labour experiences of front-line workers in public libraries. A qualitative survey was distributed electronically to library workers in one Canadian province. Participants described meaningful experiences connecting with customers, but they also identified major challenges in performing customer service work. Results showed that the public-facing display of regulated emotions that is ingrained in library customer service training often conflicts with inner emotions. The inability to reconcile opposing emotions and perceived limited administrative support affect individuals’ enjoyment of work and their personal well-being. Participants reported exhaustion and burnout as outcomes of emotional labour. Library organizations must acknowledge the emotional labour aspect of library customer service work and provide more extensive formalized support for staff who are in customer service roles. Equipping staff with stronger emotional labour strategies could also help to build resilience and increase job satisfaction.
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    Leadership perspectives on emotional labour in large urban public libraries
    (2025) Rodger, Joanne; Erickson, Norene
    The demands of public library work have intensified, placing strain on both frontline staff and the leaders responsible for supporting them. Emotional labour—the regulation of emotions required in daily work—remains underexplored in library and information sciences research, particularly regarding how leaders manage their own emotional labour while supporting front-line staff. This study examines what library leaders know about emotional labour and how that knowledge influences their leadership and support for staff. Interviews with 27 leaders from three large Canadian public libraries reveal that leaders play a crucial role as middle managers, balancing staff well-being with organizational expectations. As authentic leaders, they strive to build meaningful emotional connections with their teams—often successfully—but at a personal cost. Despite their dedication, they have limited power to address systemic challenges such as precarious work, chronic understaffing, and the increasing pressure of societal issues, all of which intensify emotional labour demands. Addressing these challenges requires a collective effort. Libraries must adopt a proactive approach to emotional labour, emphasizing leadership development, shared responsibility, and comprehensive organizational support.