I read the #LISMentalHealth Twitter chat as it took place Monday evening. And I applauded the courage of those speaking out on Twitter and at their blogs. I thought about the article, “Burnout at the Reference Desk,” that David S. Ferriero published in 1982, long before he took charge of the National Archives and Records Administration (NARA). Much of what he and Kathleen Powers then wrote about managing stress in public service librarianship, “a dynamically interpersonal profession” where reference staff serve the information needs of others, applies today.
I’ve seen from discussing it with others how the advice still resonates in the library and archives professions. (I’ve also talked to David about how he came to write the article). Line staff and managers benefit if they seek to understand themselves and colleagues, support each other, and are free to develop coping mechanisms. (I especially admire the honesty in David’s observation, “it’s much easier to analyze or diagnose someone else’s problem than your own.”)
I also like Ferriero’s recognition that “It is vital to the individual’s sense of self-worth that he/she feel an integral part of the organization.” That private space away from the users is necessary in order to re-charge. And that the group needs safe space to talk about workplace issues–as he put it, that “it’s alright to have those feelings.” When I first wrote about “Burnout at the Reference Desk,” I noted that now some of us gather on Twitter to discuss professional issues.
I was late in joining Twitter. I looked at it in 2008-2009 but didn’t establish an account until 2010. In the year or two before then, I clearly was looking for alternatives to the Archives & Archivists Listserv. I sought a place where people could gather in safe space to chat about archives, records, and history.
My experiences with academic blogs and other professional forums had been mixed. Although I recognize it is necessary in many work and professional settings, I wasn’t keen on entering a place where, as I put it, you had to suck up to the powers that be. Or to hide for the most part behind a mask. Adopting highly ritualized methods of participation that may have suited the majority but were not natural to me.
I explained on the Listserv, on which I still was very active, what I sought before I took the plunge to Twitter. (Twitter intrigued me but I didn’t think initially that I could do well with the 140 character limit. Now, I enjoy writing in short bursts.) What I wrote about Fedland and governmental records issues before joining Twitter applied to academic and corporate settings, as well.
“It would be great if there were a Romulan neutral zone, a blog unaffiliated with any particular person or stance. Where people could gather to discuss issues related to NARA or government records. Where, to use a high school analogy, people could hang out together without regard to who was an Alpha (Queen Bee/Popular Girl), Beta (Wannabe) or Gamma (“I don’t care about popularity, I’m happy off on my own doing my thing, but can’t we all just get along?”). (I’m totally Gamma, obviously, LOL.)
A zone which welcomes. . . people who see Presidents and government officials as neither good nor bad, simply as human beings struggling with difficult challenges. And chewing over what those challenges are. If such a site existed it would cut down on listserv traffic, for those who value limitations on such.
Is such a neutral, topical blog feasible? I couldn’t be owner but might be able to comment in some narrow areas. Or has the world of archives 1.0 and 2.0 become too tricky to navigate, hopelessly fractured and factional, perhaps lacking in good will in some areas, although not in all, more and more unworkable, as I sometimes wonder?”
As you might tell from the reference, I had just recently read Rosalind Wiseman’s 2002 book about high school cliques, Queen Bees and Wannabees. I mentioned her book again when I looked at Social Media in terms of high school in January 2014 in a blog post about “Documenting Success and Failures.”
I’ve increasingly come to admire people willing to discuss failure as well as success. Self-admitted and internally identified, not just IdeaScale outsider-defined. (Yes, that blog post looked at the pros and cons of using IdeaScale, too.) And to acknowledge, at least to themselves, weaknesses as well as strengths. We all do some things well and some things less well. I’m grateful for the spaces where that reality is welcome. At least for me, it’s how I best learn.
At first, some of what I saw on Twitter made me hesitate. Tweets about “all the cool kids are” at this conference, in that forum, in the space the Tweeter found comfortable. Declarations of doing awesome work. I’ve never been a cool kid, an Alpha. Never been a wannabe, either (the Beta). I’ve always been a Gamma girl–at best! And my years working with history, archives, and records have had plenty of “what do I do now?” and “why did I do that?” sighs. And discouragement, uncertainty. How could I fit in on Twitter?
What made me take the plunge was seeing how @archivesnext, @meau, @adravan, @derangedescribe, and others whose blogs I had come to admire engaged on Twitter. I tried an anonymous account first, the now defunct @archivesmatters. I love the fact that when I outed myself as Nixonara some people thought I was @dcpest.
True, I used a gender neutral style as I tweeted about the National Archives, about Washington, about records management, and about archives. But much as I like him, I definitely wasn’t Jim Cassedy! Just as with my first blog, I needed the safety of anonymity in social space before I established Nixonara.
The circle of people I followed grew as I saw with whom those I followed engaged. I found new sources of inspiration, including @k_bubbs, Ashley Stevens (with me below), who helped me online on so many days in Washington while she still worked at NARA! And who continues to inspire me in her new job in Texas. And David Ferriero, whom I’ve come to know in person, like and admire. He’s pictured with Ashley in 2015. Her tweet about hoping to meet the Big Dude, as I call David, was one of my favorites of the year!
Twitter is highly individual. Although some people on the A&A Listserv disparaged it in 2014, characterizing it as a place for snark, I saw much more there. As it turned out, there were more brave discussions of “imposter syndrome” and “how do I” and, more importantly, admissions of “why did I do that?” than there were declarations of awesomeness and pointers to the cool kids club.
If you throw paint at community work space with a broad brush, classifying it as snarky, you miss seeing the beauty of works in progress. The fine lines with which people sketch in pencil. The erasers they use to revise. And the quiet courage when they decide “ready to share” as they put out the results of their work.
Being on Twitter has broadened my outlook and strengthened my admiration for librarians and archivists–GLIS students, job seekers, new professionals, seasoned employees, and retirees. You can see the influence of the community in my blogging, which has changed and broadened its scope since December 2010. For many reasons, I’m in a much better place than I was five years ago.
The Social World looks different to various people–we don’t interact with exactly the same group. Twitter provides tremendous opportunities to learn about others. You can’t really walk in others’ shoes, but you can try to look at issues through their perspective, as an essay at the History News Network notes this week about historians. Many of us are or work with historians; “Historians Need to Write and Teach With Empathy” is well worth reading.
As I started to write this blog post, I thought, “Should I Google for books about Social Media?” But then I realized that as much as I’ve liked some of the advice offered by experts such as John Kotter and Cass Sunstein and Daniel Goleman and others I’ve written about here, there is no one answer on how to manage change. Every group is different in its needs. Templates don’t work, you have to customize on people and technology issues. And to embrace the chaos!
My late sister Eva shared my interest in the people side of archives and also in technology. Sometimes the two interests merged for her at the National Archives in unorthodox ways. At times, our most valuable training occurs organically and unofficially. Eva learned a lot just from hanging out with colleagues such as Chuck Hughes, the technology pro in NARA’s records declassification division. You see her with him and Joe Scanlon, now NARA’s Freedom of Information Act official, in 1996.
Yes, the same Chuck Hughes on whose shirt I got lipstick when I hugged him in 2011 (picture below). And about whom I blogged, fessing up to the mishap, then received a pitch-perfect reference email from the Archivist of the United States (“Wait, AOTUS did what? Just like us‘”).
From: [email protected]
To: maarja
Sent: 7/15/2011 8:06:58 A.M. Eastern Daylight Time
Subj: Remove Lipstick Stains Removal Tips | Stain Removal | Cleaning
http://www.housecleaningcentral.com/en/cleaning-tips/stain-removal/lipstick-stain.html
I still remember how Eva told me in 2000 that if you clicked on the red Novell icon in the system tray you could see all the employees at NARA who were signed into the servers. A good way to gauge who might be in–most people with computers signed into the network as soon as they arrived at work–if you needed to know! (Did she learn this tip from Chuck? Or from Neil Carmichael?) I used that one for my office servers for quite some time!
I am sure that if Eva still were here, she would love hanging out on Twitter, discussing a wide range of professional issues! After I first read “Burnout at the Reference Desk” in June 2014, I shared it with a number of librarians and archivists. Many found it useful although there are ways in which how we do our work has changed. Technology X.0, People 1.0. I am lucky to still know in person and on Twitter many people adept at people and technology issues, both.
The best advice in “Burnout at the Reference Desk” is about self-care–finding coping mechanisms that work. They are different for everyone. I’ve most benefited from taking long walks, listening to music, letting my thoughts wander. And blogging, of course.
David recognized in his article that there is a danger in situations where not everyone understands what burnout is. “That the sufferer will feel very alone, guilty, and be unaware that is not an isolated problem.” And in an insight I really like, he writes that “Intentionally or not, other staff members or supervisors may be communicating that they think you are ‘bad’ because you can’t cope. And at this point, you lack the objectivity to see that perhaps it is the situation and the combination of circumstances, and that you are not totally at fault.”
Working through such issues is one reason I agree with him that the people goal is the most important in strategic plans. So much can get in the way, especially in large bureaucracies, with their silos, insularity, diverse cultures among work units, competition, or just the wear and tear of daily job demands.
“Just as it is necessary to know the subject strengths and special reference skills of one’s colleagues, it is just as important to learn about their burnout threshold. Members of the team must look out for one another and step in when the situation warrants and provide support where appropriate because it is crucial that users not fall victim to the burnout frustrations of the staff.”
Not everyone has safe space to speak. And no two people are alike. That wasn’t the case even for me–and my late sister and I were twins who both worked at NARA! Caring for her in her last year was daunting and in many ways, very isolating. But I now focus on earlier times, before her terminal illness. I still miss her greatly, I always will. She is at left in the first photo of us, at right in the second.
One of Eva’s colleagues at NARA said at her memorial service, “Eva took pleasure in others’ accomplishments as if they were her own.” The Social World enables us to see highly individual accomplishments in the archival and library communities. To admire fine lines drawn with pencil, the erasures and revisions, the sharing of work. To learn when to talk. When to listen. And to “look out for each other.” How to recognize the fine lines in individual sketches, revisions, and appreciate what people choose to share. And to read between the text lines when they do not.


























