Does your staff training in customer service include policy scapegoating? When I'm eventually available for work (after the boys' homeschooling is finished), I do hope I find a library that understands quality policy management. What is that? Guessing without source here...
1. Policies that make sense.
2. Everyone in a position to enact a policy can explain its rationale.
3. Everyone who is responsible for enacting a policy is capable of recognising when the policy doesn't make sense.
4. Efficient (quick and easy to enact) procedures for following up when policies are shown to not make as much sense as was first thought.
Maybe one day I'll clarify for myself what I think "makes sense" means. It'd have something to do with fairness, equality, contributes to the organisation's mission, treats people with respect.
Thanks to Garrett'sLibrary Zen: Policy Scapegoat whose comments and link to Why ask Why (.pdf) triggered my thinking on this.
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