Getting an apology right in public service

I was recently on a train after major signal failure at Ashfield.  The announcement on the train clearly stated :

We apologise for this disruption.

This was an an apology.  It would not have been an apology if the guard said we apologise if there has been a disruption (or inconvenience or other similar term) - which can occur.  Of course there was a disruption, the train was late, all the trains were late, so the apology was great because it acknowledged that.

Keep this in mind when making apologies at work, otherwise, it can sound like blaming the victim.

If you say we apologise if there has been a disruption (or inconvenience or other similar term) it can sound like there is an obliviousness to the delay, or whatever else is being apologised for.  If you are apologising, then make an apology, don't hedge your bets.

A few thoughts on the book Pushing the Margins: Women of Color and Intersectionality in LIS by Rose L. Chou

Pushing the Margins: Women of Color and Intersectionality in LIS by Rose L. Chou
My rating: 4 of 5 stars

This is yet another interesting publication from Library Juice. The title of the book gives you a strong idea of what the content is. This is a book for many library staff to read, as it provides helpful information, and some strategies for making improvements in the library as work place and the library as library. This is a book about collections, services, maker spaces, readers' advisory work and much more. I have lots of notes in this book to follow up on. I keep deleting other sentences, because the most helpful thing I can say is, go and read this book.

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