We should bring our hearts to work, and qualities such as open-mindedness, emotional intelligence, and reflective action are all part of this process. Services steeped in humanism, compassion, and understanding should be the cornerstone of what we do, and why we do it, for all members of our communities, including the underserved. Not only do libraries need high tech, they also need staff who approach their work with a wholehearted attitude.

The most important challenge we are facing in libraries now is ensuring we are open and welcoming for everyone. The world has changed so much in the last few years. We need to make sure our services meet the needs of those who might visit the library to feel safe. Those who need access to information and services that may help them get on solid ground in their lives. The underserved and the invisible should feel welcome and encouraged in our spaces, both physical, virtual and across the community itself. And every voice should be heard. Every story told.

We should approach information work in all of its forms with an open heart. We need staff to lead with the heart and to see every interaction as an opportunity to improve someone’s life — remove a burden, give some pleasure, and help them grow, etc. The best librarians make that emotional investment because they believe in the communities they serve.

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