This study examines professional accountability systems as a potential source of conflict in the relationships between librarians and their overseers. The structure of these governance systems, combined with the motivations of the stakeholders within the system, generates conflict. Potential for conflict is not uniform across the professional accountability systems in public libraries because librarians strategically manage in the conflict-generating structure and because the professionalism generates trust, offsetting some potential for conflict. This study enriches our understanding of the strategic behavior of professionals, utilizes a positive model to study accountability relationships, and sheds light on the work of a very common, but little studied, public agency. Libraries and conflict? Joining the two seems to be a contradiction of terms. As many of the participants in my study commented, Everyone loves libraries. Yet city managers report that these well-loved local public services are often a thorn in their flesh.1 Likewise, librarians circulate stories in their professional network of skirmishes between librarians and the elected city officials. If everyone loves libraries, what causes these conflicts? 'In personal interviews, several city managers noted that stories of conflicts with the public library are common at professional meetings. 2The quote is from the American Library Association Code of Ethics (ALA 1998). J-PART 10(2000):4:757-777 This study examines the potential for conflict under a mandated professional accountability relationship. Conflict arises when elected officials are unable to influence a professional's decision on a matter of importance to the officials' constituents. In public libraries, this situation may arise because an autonomous library board serves as a buffer between the elected official and the librarian on matters of policy in many states. In this study, specific attention is paid to the strategic behavior of librarians as professionals seeking to provide the highest level of service to all library users while managing accountability relationships with their overseers.2 757/Journal of Public Administration Research and Theory I This content downloaded from 207.46.13.15 on Sat, 23 Apr 2016 05:07:48 UTC All use subject to http://about.jstor.org/terms Managing Accountability, Building Trust
Read full abstract