Library Management Hell’s Kitchen Style: Adding a Little Spice to your Library

"Life imitates art far more than art imitates life."

Though these famous words were penned by the Irish poet and novelist, Oscar Wilde, over a decade ago, they still ring true. However, our modern day "art" is displayed via media streams in the comfort of our homes. Here’s a news flash: Reality TV is everywhere. It has permeated our society for over a decade now and seems only to grow more outlandish with each passing year. Alan Funt’s Candid Camera was one of the landmark reality TV programs that graced the airwaves. Now, reality television is everywhere. You seemingly can’t throw your remote five feet without hitting an episode of Amazing Race, Project Runway, Survivor, Big Brother, American Idol, or any other plethora of programs. Americans and the world in general seem to be fascinated by the human drama that plays out on any given night of the week.

Americans love to see how others deal with difficult, sometimes embarrassing, situations. Many viewers sit back and laugh as someone, who has a delusional sense of their own talent, is dismissed by a surly Simon Cowel or engross themselves in the awkward break up of John and Kate. Some shows have an almost inspirational effect, like America’s Biggest Loser, while others border on mindless drivel, like Paris Hilton's My New BFF.

So what does any of this have to do with libraries? I would submit that for all their foibles, there are some interestingly poignant programs that may even get the average couch potato to sit on the edge of his seat. One program that is particularly interesting is the Hell’s Kitchen spin-off, Kitchen Nightmares. Both shows are based on the exploits of the internationally known British chef, Gordon Ramsey and bring introduce the viewer to the inner workings of the restaurant world.

I'm most interested in Ramsey's second attempt Kitchen Nightmares. In each episode, Chef Ramsey hits the road to seek out restaurants where the staff, food, and service are in total disarray, usually nearing bankrupcy. Like a modern day Lone Ranger, Ramsey swoops in firing silver bullets of profanity and brutal honesty in all directions, whipping the staff and management into shape.

The show works on a whole other level. There are a number of leadership and management aspects that make themselves apparent during each episode. Unlike the back-stabbing, cut-throat boardroom tactics of NBC’s The Apprentice, Kitchen Nightmares allows its viewers to see how a group of restaurateurs can work together to form an effect and efficient team. Through this ordeal there are a few essential elements of management that transcend the restaurant business and can be applied to the cozy confines of the average or above average library environment.

Ambiance: To look good is to feel good

Kitchen Nightmares is extremely formulatic. There is a clear and apparent order to each episode that borders on ritual. Chef Ramsey starts by sitting down to sample the menu. After being thoroughly disgusted by the crab cakes or funnel shaped dessert, Chef Ramsey heads off to inspect the kitchen, the dining area, and the front of the building. Usually, the establishment is so desheveled it should really be on an episode of Extreme Home Makeover. In many cases, there are rodents or insects in the kitchen,waterspots in the ceiling, and mold in the refridgerators.

This begs the question: what type of impression do your patrons get from your library? Does your library give off an inviting aura? Ask yourself, what is the first thing that draws the patron’s attention when she walks through your front door? Is it the clean, creative book display, or is her eye drawn to the wide open door of the cataloging room with books and loose papers stacked in uneven piles? As with any fine dining establishment, the ambiance sets the mood and contributes mightily to the culinary experience. Creating an atmosphere that fits the menu is a crucial component. Does your children and young adults section include vibrant artwork or colorful wall hangings? Do you offer quiet places to read or study?

In each episode of Kitchen Nightmares, a magical transformation occurs that turns a rundown, back alley “dive” into a pleasant, pristine eatery. Librarians can take a page out of the Chef Ramsey book on décor and incorporate some of those time tested elements. Improving the look of your library doesn’t have to be a budgetary strain. First, make sure everything is nice and clean. Get rid of cluttered workspaces. These only serve as distractions for the library user. If you work in a smaller library, a fresh coat of paint, a few pieces of art strategically placed, and some new or refurbished furniture can go a long way to improving the atmosphere of your library. If you consider for a moment that many library users (of all ages) spend much of their day sitting in uncomfortable hardback chairs; it only makes sense to include a coach or two.

Unfortunately, Home Makeovers: Library Edition is most likely not destined for primetime or on the radar of many Hollywood moguls (however, it may make for some interesting transformations…), many libraries can still incorporate tactics to spruce up their décor for a reduced cost. Now, libraries shouldn’t have to open a Starbucks franchise in the foray to get patrons through the door; though it may help, it isn’t required.

Too many Chefs spoil the Broth...and other organizational realities

In any succesfull restaruant, the head chef, sous chef, manager, host, and wait staff all have defined roles. If one of them is out of step, the team falls into dissaray and the whole experience for the customer can be ruined. An evening of entertainment and fine dining can go right down the drain with one miss-step. In most cases, the staff are protrayed as lazy, over bearing, set in their ways, or unwilling to change. Anyone who has eaten out expects prompt, attentive staff. Someone greets you when you walk in and asks “how many” and “booth or table?” These are the qualities of any good retaraunt. However, in Kitchen Nightmares, the owner is either sitting at the bar or walking around with cocktail in hand. If you have a board member or library director who is continually browsing the stacks while slurping on an apple-tini, you may have bigger issues. Libraries also have defined roles, and it is important that each employee understand their unique responsibility within the organization.

Organization and preparation are essential for any effective restaraunt. In fact, much of the work happens before the doors open. The chopping, mincing, and preparing are done hours before the even customers arrive. Libraries also rely heavily on organization and prepartation, but their preparations fall into the category of stratetic planning. Before initiating programs, there should be careful consideration as to who the program will serve and how will it be managed.

Each library, whether it is academic, public, special, or school, serves a specific community. It is up to those libraries to examine their specific niche and how best to serve that segment of their community. In each episode, Chef Ramsey assists the restraunteers by surveying their community and, in some cases, change their makeup to take advantage of a specific culinary deficiency within the community. For instance, he transformed a below average café into an upscale pizzaria.

Chef Ramsey continually stresses the importance of quality ingredients. He makes sure that produce is brought in daily from local growers when available so that the patrons are treated to fresh, vibrant cuisine. Good library managers will take the same tact when they look at their services from the patron’s perspective. How do your services “taste”? What are you doing to keep your ideas fresh, vibrant, lively? For libraries, fresh and vibrant usually refer to technologies that leverage Web 2.0. Is your library on Twitter or Facebook? Do you have a resident blogger?

Ramsey comes across as audacious, temperamental, profane, and confrontational. However, he is always passionate. It is an aspect of Kitchen Nightmares that is evident in every episode. brings with him. Does your library have passion? Can you feel that sense of Along with flavor comes passion. You have to have a passion for what you do. It comes through in the food and your patrons will catch on to this and what to frequent your library.

Attentiveness: A watched pot never boils; A forgotten pot leads to disaster

Libraries and restaraunts are both service indisustries; the customer experience is the driving force behind their success or failure. One constant scene in every episode is the obligatory shot of a disgusted patron waiting to be served. Their eyes glance from left to right, they fidget, and someone pipes in “what’s taking so long?” This usually happens right after Ramsey has arrived and the staff is embarking on the cathartic stage of integrating new menu items. How does this transfer to library services? Ask yourself: are our patrons receiving prompt, polite service? Are we able to customize the service they are receiving?

If the staff is unwilling to change to meet the desires of the patron, Chef Ramsey forces them to or forces them to find employment elsewhere. Is there a willingness to change your library services to meet the needs of your patrons? Successful libraries have the abilty to take an honesty, truthful look at themselves and the services they provide. In Kitchen Nightmares, there are some employees who are unwilling to change because they are convinced they have the best idea. Unfortunately, like any good restaurant, there needs to be an infusion of fresh, new dishes to keep the customer coming back.

Most chefs would say that the more often they prepare a dish, the better it gets. Repetitoin leads to compentency. It helps to build speed, precision, and timing. The same can be said for all restaurant staff. Constant repetition and practice leads to better quality and service. Part of a staff’s ability to meet patron needs is addressed through continuous training opportunity. A trained staff serves to increase the quality experience of the patron. A trained workforce increases the quality experience for the patron as well as boosting the morale of the staff and decreases the need for supervision by management. Libraries can particularly gain through continuing education opportunities as they not only serve to keep librarians abreast of new technologies, but they also serve to invigorate them as well.

While reality television doesn’t give the viewing public a wide array of programs to choose from, there are a few diamonds in the rough. Though there are a lot of lessons to be learned about self-sacrafice and teamwork in shows like The Apprentice or conflict management in shows like Operation Repo, Kitchen Nightmares gives you a great insight into putting together a successful organization.