The emotional labour of public library work
The emotional labour of public library work
Author
Rodger, Joanne
Erickson, Norene
Faculty Advisor
Date
2021
Keywords
emotional labour , public libraries , customer service
Abstract (summary)
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.
Publication Information
Rodger, J. & Erickson, N. (2021). The emotional labour of public library work. Partnership: The Canadian Journal of Library and Information Practice and Research, 16(1), 1-27. https://doi.org/10.21083/partnership.v16i1.6189
DOI
Notes
Item Type
Article
Language
English
Rights
Attribution-NonCommercial-NoDerivs (CC BY-NC-ND)
