Following on from my earlier post about image and perception, I've been thinking a lot about how we perceive ourselves in the profession, and how others perceive us from outside it.
But first, an anecdote. Last week I went to the dentist and it set me to thinking. I have a good dentist, professional and skilled, and snarky, in the way that the best dentists seemed to be. And he was oh so very cranky at me for not looking after my teeth as well as he thought I should - amazed and annoyed that I wouldn't spend the time to floss three times a day. And it occurred to me that, being so embedded in his profession, so caught up in what he does everyday, that he had forgotten what it was like to be on the other side. It wouldn't occur to him that his patients might value their time differently, and not want to dedicate a half hour a day to their teeth, or that they might not know the best and most effective ways of brushing and flossing. As a professional in his field, dealing with these issues every day, they are of the utmost importance to him, and he couldn't imagine anyone else feeling otherwise.
I can't help but think that in the library profession, particularly within law firms, that we tend to be blinkered in the same way. Dealing with our work everyday, we can't help but value it very highly. And we should value it - we're providing a professional service to the users in our firms. But I just don't think our users value it as much as we do. And not just in the general, 'oh those silly lawyers, they don't know half the work we do for them' kind of way, but in a more tangible way, I don't think that our work is as immediately important as we would like to think it is. So much of what we provide, particularly in the way of raw data, needs to be filtered and refined in some way - usually by an overworked PSL or trainee - into something more relevant for the fee-earners. Whilst we have the skills to find the information, and provide somewhat of a refined product, we generally don't have the skills to interpret it, nor the place within fee-earning departments to have the knowledge of exactly what is needed and when. What we provide is important, yes, but it's often a raw product, and not the end in itself.
I think that much of our frustrations within firms stems from this - it's not that the lawyers don't value what we do for them, but that they often don't know what we do for them. Our research and work feeds into many aspects of the firms information flows, but the source of this information is rarely acknowledged. Our information arrives in their inboxes or on their desks seamlessly or silently, and they, understandably, don't really know the work that went into getting it there. And most lawyers, unless they have had a lot of experience with a good librarian, won't know what we can offer and what skills we have. They will hold faint memories of librarians from their university days, or maybe from their days as a trainee, not knowing that we can give them much more. They don't know, and they wouldn't even think to ask - it's just not within their sphere of interest. They feel that they need to know the details of what we do as much as they need to know exactly what their finance or IT or HR departments do.
Buried in our work, and knowing it's value so completely ourselves, we complain that people don't value us, but don't spend a lot of time thinking about why that might be. We need to step into the minds of our users and think about how they gain their perception of the library. What do we do for them that they can see? That they can't see? Where does the information that we provide flow throughout the organisation? What can we do to make our presence more visible and more valued? What can we do to educate people in the services that we provide? When do we need to step back and realise that what we're providing isn't as important or valued as we think? And what are we going to do about it?
How do you all feel about this? Do you think that we are placing an unrealistic expectation on our users to value us? Or do you think that your firm or organisation values your service as much as you would like?