美國圖書館的志工哲學📚 Volunteer Insights at Austin Public Library

因緣際會，我和朋友一起申請成為奧斯丁公共圖書館的志工。今天終於迎來受訓日。

一早來到圖書館，一樓大廳集合。時間一到，工作人員立刻帶我們上三樓會議室，訓練準時開始，沒有任何拖延。守時，真的是美國文化裡最根深蒂固的價值之一——不只是禮貌，更是一種對他人時間的尊重。

1️⃣ 顧客至上

美國圖書館把每位來訪者當成「顧客」（customer）。志工的任務，就是盡力滿足他們的需求。

方向性回答（directional answer）：即使不知道答案，也要把顧客導引到可能知道的人那裡。

簡單說，「我不知道」兩字是萬萬不可隨便掛嘴邊的，否則就是「兩手一攤」等死。

文化反思：這反映了美國的個人主義與服務至上，每個人的需求與權益都值得尊重。

2️⃣ 服裝與儀態

志工可以穿 T 恤和牛仔褲，但 不能穿短褲、短裙、露出腳趾的鞋子，也不能穿帶有文化或政治訊息的衣服。

志工就是圖書館的「門面」，一言一行都有人看著。

案例分享：一位志工上廁所沒洗手就回去分書，圖書館收到投訴，45 位志工找不到肇事者。

文化反思：美國非常重視個人責任與公共衛生，細節決定形象，哪怕是一個小小動作也影響整個體驗。

3️⃣ 顧客的隱私

志工 不能在圖書館外主動與來館者打招呼，以保護他們的隱私。

案例分享：一位媽媽在超市遇到志工打招呼，結果丈夫控制慾強，後來不允許帶孩子再去圖書館。

文化反思：在美國，個人隱私極為重要，即使是好意，也可能造成困擾。熱情有時需要界線感。

最後，我們簽署文件。主辦人說，背景調查完成後，我們的 supervisor 將聯繫安排後續志工工作。

一小時的受訓，提醒我守時、專業、注意細節，也讓我對「服務」這件事有更多思考。美國文化中對時間、顧客、衛生與隱私的重視，讓每個小動作都意義非凡。志工，不只是搬書，更是在文化與人情之間找到平衡。

By chance, my friend and I applied to become volunteers at the Austin Public Library. Today was finally our training day.

We gathered in the lobby, and right on time, the staff led us up to the third-floor meeting room. The session started promptly—punctuality is one of the most deeply ingrained values in American culture. Being on time isn’t just politeness—it’s respect for others’ time.

1️⃣ Customer First

Libraries in the U.S. treat every visitor as a customer. Volunteers are expected to meet their needs.

Directional answer: Even if you don’t know the exact answer, guide visitors to someone who might.

Simply saying “I don’t know” is a no-go; it’s like leaving them stranded.

Cultural reflection: This reflects American individualism and customer-first mindset, where everyone’s needs and rights are respected.

2️⃣ Dress Code and Etiquette

Volunteers can wear T-shirts and jeans, but no shorts, skirts, open-toed shoes, or clothing with cultural or political messages.

Volunteers are the face of the library; every action is being observed.

Story: A volunteer returned from the restroom without washing hands and continued distributing books. With 45 volunteers, the library couldn’t identify who it was.

Cultural reflection: Americans value personal responsibility and public hygiene. Even small actions can affect the visitor experience.

3️⃣ Visitor Privacy

Volunteers cannot initiate contact with library visitors outside the library to protect their privacy.

Story: A mother encountered a volunteer at the supermarket. The husband, who was controlling, later forbade her from bringing the child to the library.

Cultural reflection: In the U.S., personal privacy is highly valued. Even good intentions can cause problems—enthusiasm needs boundaries.

Finally, we signed documents. The organizer mentioned that once the background check is completed, our supervisor will contact us to arrange next steps.

One hour of training reminded me about punctuality, professionalism, and attention to detail, but also gave insight into service. American culture values time, customer care, hygiene, and privacy, making even small actions meaningful. Being a volunteer isn’t just about moving books—it’s about finding balance between cultural norms and genuine care for others.