from Flickr user (michelle)

At our best, librarians are often an… overly enthusiastic bunch. We’ve all kept looking for sources long after our patron has left the building/phone call/chat session. We’ve all turned a simple question into a booklist/handout/webpage for our members. And because we’re interested in quality over quanitity, we have a lot of “yes, but” conversations.

“I’m looking for a book about [insert recent issue that isn't well-covered by books just yet]”

“Well, you might find there’s more information in articles. Let me show you our online resources for articles.”

“I was hoping for a book.”

“Yes, but you’ll likely find better information in articles.”

“Yes, but” has its place. It’s great for metadata – “this book is about x.” “Yes, but it’s also about y.” – but it usually sounds like a door closing. Delivered as nicely as possible, it says “I hear you, but you’re wrong.” More often than that, it can be plain dismissive.

I’d like to think we use it with the best intentions.

“Oh, you have free wireless?”

“Yes, but it’s an open network/Yes, but you need your library card to authenticate/Yes, but it’s spotty by the window over there.”

We’re trying to give more information, the best information, the most accurate picture of our services and collections. But “but” is often just a nicer version of “no.”

What about “yes, and” when we’re tempted to qualify an answer?

“Oh you have free wireless?”

“Yes, and those comfy chairs over there get a great signal.”

“I’m looking for a book about [insert recent issue that isn't well-covered by books just yet]”

“Yes, and our online resources will have articles that cover the most current developments…”

“Yes, and” is (I am told),  technique used in improv comedy to move the story forward. Although I’ve never done improv comedy, it seems like it could be a good way to put another performer on the spot. We should be putting ourselves on the spot to promote another service, collection or feature of our libraries. It’s instant PR for your databases, comfy chairs, express books renewal policy, cafe, new collection, or whatever else you can think of to add onto that “Yes.”

Libraries have so much to offer, but only if we keep moving the story forward.