COMMUNITY NEWS
By Fraser Sherman
Correspondent
CARRBORO–Carrboro’s new library is a lot like an iceberg, says Lead Librarian Kelly Agan.
“The tip is the customer experience, from staff interaction to the space, books, resources, computers, and programs we offer,” Agan told The Local Reporter in an email interview. “Everything below the water is all the behind-the-scenes activity and support that goes into that experience.”
Agan said the behind-the-scenes work includes: keeping the library clean and comfortable; giving staff the training and support to provide first-rate customer service; developing a collection suited ato the community’s interests; keeping the checkout and circulation systems working smoothly; and assisting people who need help using the library’s computers or Internet.
The Southern Branch Library (part of the Drakeford Library Complex at 203 S. Greensboro Street) whose Feb. 21 grand opening has been postponed for snow — has been a long time coming. Carrboro’s civic leaders began pushing Orange County for a town library building back in 1988. The “203 Project” finally broke ground in 2022. The new building replaces the Orange County Library branch that opened in McDougle Middle School in 1995.
Having lived in Carrboro and Chapel Hill for a long time, Agan said, “it’s a gift finally to work in the community where I live. Everyone looks familiar to me somehow, and I’m looking forward to working with the community to get to know everyone, form friendships and partnerships, and to provide resources and support.”
“My path was winding with many stops”
Agan grew up in upper New York State “but I’ve spent more than half of my life in North Carolina, so I now consider myself a North Carolinian.” Her career path to lead librarian wasn’t a direct one. She graduated from Dartmouth College with a BA in history and a minor in philosophy, then moved to Washington, D.C., where she found herself “toying with law school, veterinary school, and a career in art.” Then she moved to Durham with her fiancée at the time, who was attending graduate school at Duke University.
Agan began working on database and data validation systems development at Duke Clinical Research Institute, then moved into project management. “At some point in there I had started to think about librarianship as a good fit for both my humanities background and my technical systems experience.” She took classes at the University of North Carolina’s School of Information and Library Science “and I was hooked.”
Agan subsequently worked on digital humanities projects with the UNC History Department and the Wilson Library. After graduation she worked for the state government for 12 years in digital collection development, digital preservation initiatives, and managing North Carolina’s online encyclopedia. Agan discovered she enjoyed working on the library’s front lines dealing with people, and that she enjoyed leadership. She rose to head of reference and public access services at the State Library, then began thinking about the public library sector. When Orange County Public Library announced the branch manager position she applied.
A big part of the field’s appeal, Agan said, is that it helps empower people. “Human beings aren’t born with the innate knowledge and skill for navigating the tangled informational landscapes that we’ve created, and there’s a great need for professionals who have both the technical and human skills to help.” It’s a wonderful career, she added, for anyone who likes to solve problems and find solutions. “We’re constantly faced with the need to pivot, improve systems and access, and serve new communities in new ways as the world changes around us.
A manager’s life
“I think the branch manager sets the tone and expectations for creating a sense of belonging for everyone,” said Agan. Her role includes managing the processes, reducing friction points, and providing her staff with the support they need to shine. “If they’re thriving and well-supported they’re able to contribute to a wonderful customer experience.”
Agan added that flexibility is an important part of the job. Customers’ needs change and the branch will have to adapt and to change course when necessary. “As a branch manager, you have to like embracing the messy and the unknown, to pivot, and to support staff and visitors in the same.”
Working at the Southern Branch is an unusual experience, Again said. “Most of us rarely get to work in spaces that were built with intentional design, and we’re used to making do with less-than-ideal spaces and often a hodgepodge of furniture. It’s amazing to be in this human-centered, intentional space, with so many windows, a variety of seating options, excellent lighting, and a lovely color scheme that all make people feel at home.”
According to Agan, the best thing about her career field is that library science intersects with so many other fields: learning theory, media literacy, information seeking, user experience, systems design, and cultural knowledge. “More than that, when you’ve helped a single individual solve an important problem in their life and you see their worry and concern lift, you know you’re in the right place.”
Handling her job’s diverse duties is a challenge but it also makes Agan’s job fun. “For public libraries overall, I think one of the biggest challenges we face is making sure that we stay poised to respond quickly to the changing landscape of customer and community needs and issues facing the world: to remain a trusted space where all are welcomed.” Many people describe libraries as a cornerstone of democracy and, according to Agan, “Working in one forces you to work out what this really means on a daily basis and to make sure that the work you do contributes in some way to improving people’s lives.”
Fraser Sherman has worked for newspapers, including the Destin Log, the Pensacola News-Journal and the Raleigh Public Record. Born in England, he’d still live in Florida if he hadn’t met the perfect woman and moved to Durham to marry her. He’s the author of several film reference books and has published one novel and several short story collections. This reporter can be reached at: Information@TheLocal Reporter.press.
I found the library great, but accessing the library from the attached parking garage is unfortunately awkward and confusing.