INSIGHT ‘‘ Disability Network Kindness matters in the workplace


As my workplace embarks on an exciting Kindness Matters campaign, I was delighted to see that Helen Rimmer, author of the fantastic book, The Kind Librarian (Facet Publishing, 2024, 9781783307128) is leading a session at the CILIP Conference 2025 (www.cilipcoference.org.uk), discussing the crucial differences between leadership and management, and how both play essential roles in creating kind, healthy workplaces.


which can cause stress to patrons and LIS staff. The word ‘kindness’ stems from the concept of kinship and how people relate to and work with others in society and is linked to the related concepts of compassion and civility. The word ‘kin’ symbolises more than an individual’s family and may include those with whom they share a sense of community (Source: Gage W (2022) Understanding the importance of kindness in nursing practice. Nursing Standard. doi: 10.7748/ns.2022.e12082).


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I have always thought of libraries and information services as places where kind and helpful people endeavour to do their best for colleagues. However I wonder how often LIS staff with disabilities benefit from everyday kindness? Ensuring that everyone feels truly included and supported requires intentional effort, particularly when addressing the needs of people with disabilities. Kindness plays a pivotal role in this, transforming everyday interactions into moments of empathy and understanding. Kindness is more than courtesy; it is the foundation of respectful and meaningful service. For patrons with disabilities, small gestures of understanding – such as offering assistance proactively, adapting communication styles, or showing patience – can make an enormous difference. Kindness bridges gaps, builds trust and fosters a culture of inclusion. In recent online meetings I have noticed that as part of meeting


etiquette there is a specific mention to “be kind” and to be “patient and understanding with technology” which helps mitigate against the “techno-stress” (the stress and anxiety caused by the overuse of technology), which I am sure we have all encountered. Disabilities come in many forms: visible, invisible, physical, cognitive, sensory, or mental health-related. As part of any LIS staff members’ career journey, learning about disability and diversity demonstrates a commitment to accessibility. This willingness to learn and listen to colleagues’ and patrons’ needs is important. However, as Helen discusses in The Kind Librarian (ibid) LIS staff can be burdened by compassion fatigue, a type of stress that arises from continuous care for others (page 203, The Kind Librarian).


Summer 2025


T a time of change and flux for many sectors, the deeper meaning of kindness becomes ever more important as we all deal with increasing pressures on resources


LIS staff may deal with sensitive issues in their everyday work and may also experience secondary traumatic stress via professional relationships with patrons experiencing traumatic events. “Self care practices help deal with the demanding nature of library work, including managing stress, preventing burnout and fostering a positive and supportive work environment.” (page 101, ibid)


1. Building Trust and Inclusion


When LIS staff approach patrons with kindness, it creates a safe and welcoming environment. This is especially important for marginalised groups, such as individuals with disabilities, who may face barriers in other public spaces.


2. Enhancing Accessibility


Kindness often leads to a proactive attitude, where staff are more likely to identify and accommodate the diverse needs of patrons. For instance, taking the time to explain resources, offering personalised assistance, or simply being patient with questions ensures that everyone, regardless of their abilities, feels empowered to explore and use the library’s services.


3. Encouraging Lifelong Learning


Libraries are hubs of learning, and kindness fosters curiosity and exploration. By being approachable and supportive, librarians inspire confidence in patrons, motivating them to seek knowledge without hesitation.


4. Strengthening Community Connections Libraries serve as community centres, bringing people together from all walks of life. Kindness facilitates positive interactions between patrons and staff, as well as among patrons themselves.


5. Cultivating Resilience and Well-Being A simple act of kindness – like a smile, a kind word, or a thoughtful gesture – can have a lasting impact on someone’s day. For LIS staff or patrons facing challenges, whether they’re personal, academic, or professional, these moments of compassion can provide comfort and encouragement.


6. Setting an Example


Kindness is contagious. When LIS staff model kind behaviour, patrons are more likely to mirror it, creating a positive and respectful atmosphere for all. IP


INFORMATION PROFESSIONAL 55


Kindness bridges gaps, builds trust and fosters a culture of inclusion.


Morag Clarkson is Co-Chair of the CILIP Disability Network.


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