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Michelynn McKnight - Workshop Agile Librarian

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Michelynn McKnight - Workshop Agile Librarian

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  1. 1. De behendige informatie professional Michelynn McKnight, PhD, AHIP Associate Professor Louisiana State University School of Library and Information Science Baton Rouge, Louisiana, USA mmck@lsu.edu Workshop: NVB 100 Utrecht, The Netherlands November 16, 2012
  2. 2. Chapter Topics 1. Knowing your value to 7. Ensuring positive your organization communication (8. Marketing, advertising and public 2. Delighting your clients relations 3. Expanding your political 9. Gathering and using evidence to influence support decisions) 4. Pleasing your boss 10. Behaving ethically 5. Impressing decision 11. Sustaining your green makers and growing career 6. Choosing an instantly credible professional image
  3. 3. 1. Knowing your value to your organization  Your specialized expertise  Your professionalism  Your role in the institution’s mission  Know exactly how it needs you  Show how it needs you  Tell the decision makers
  4. 4. Professionals  Know  Show  Tell
  5. 5. Seven Marks of a Profession Michael Winter  Professional  Legitimate Association monopoly over a  Licensing or body of knowledge credentialing  Service Orientation  Ethics Code  Community  Formal Training Recognition
  6. 6. 2. Delight Your Clients  Client centered service  Individual information needs  Take action: It is up to us  Remove barriers to client delight …  What do clients need including old rules and want?  Traditions and habits:  Population information gateways or barriers? needs  Ambience and attitude
  7. 7. 6. Choosing an instantly credible professional image  Place, People, Site and Things: What works  Improving our image to increase our credibility  That looks good: color and credibility  Neatness counts: clear and simple  That sounds good  That tastes good  You don’t look like a librarian
  8. 8. 7. Ensuring positive communication  Welcome and save the client’s time  Turn negative messages to positive  Complaints are reference questions in disguise  Emotional Intelligence: acting professionally when feelings are intense  Common ground and innovative solutions to conflicts  Prioritizing and increasing the effectiveness of your own complaints
  9. 9. Immediate welcome needs  Informed  Entertained  Perceived value(worth their time)  Fast service  Safety  Feel SPECIAL!
  10. 10. 7. Positive communication  Negative actions into positive  Verbal messages: from negative to positive – What to say – Scripts and the magic eraser word – What to write
  11. 11. Positive Communication: Complaints as reference questions in disguise – Step One – open a communication channel – Step Two – gather information to frame the larger context of the problem – Step Three – work together to define and refine the central problem – Step Four – search for information, answers or solutions – Step Five – communicate, evaluate and invite
  12. 12. 7. Ensuring positive communication Special situations  Act professionally when feelings are intense  Find common ground and innovative, mutually beneficial solutions  Turn problems into innovations  Prioritizing your own complaints  When you should complain
  13. 13. 3. Expanding your influence What’s Politics? INFLUENCE
  14. 14. 3. Expanding your influence  Effective organizational politics  Lessons from the professionals in government  Building positive political capital  Advocacy outside the institution
  15. 15. Personal politics (Wolfe)  Understand your corporate system  Know when to hold and when to fold  Believe in win-win  Play fair  Think first, act later
  16. 16. Politics: Know your organization  What’s the business?  Who’s where in the organization?  What’s the culture?
  17. 17. Politics: Build a Positive History  Respect and self-respect  Face time -- appointments and walk-abouts  Meetings  Receptions, parties and events  Champions in reserve
  18. 18. Politics: Inform the Decision Makers  Solve their information problems  Tell the good things  Tell your boss the bad things (no unfortunate surprises)
  19. 19. 4. Pleasing your boss Understanding roles Information services for and perspectives the boss Allies, mentors and Subtly educating the boss mentees Reference and update What does the boss services want? What does the boss need? Informing the boss – The good Leadership and – The bad management styles – The uncomfortable truth
  20. 20. 5. Impressing Decision Makers  Who are these decision makers?  Whyare their understanding and experiences of library services important?  What concerns stakeholders?  Actions that impress
  21. 21. 11. Your Green and Growing Career  Your own missions  Setting priorities – Urgency and importance – Perfect or good enough  Scheduling – Make appointments not only with others but also with yourself  Risk taking and reward: dare to be proactive  Keep starting again
  22. 22. Martin Luther King, Jr. (1981) Strength to Love. (Reprint of 1977 edition, Cleveland, Ohio: Collins) Philadelphia: Fortress Press, page 93 “We must accept finite disappointment, but we must never lose infinite hope. Only in this way shall we live without the fatigue of bitterness and the drain of resentment.”
  23. 23. De behendige informatie professional Michelynn McKnight, PhD, AHIP Associate Professor Louisiana State University School of Library and Information Science Baton Rouge, Louisiana, USA mmck@lsu.edu Workshop: NVB 100 Utrecht, The Netherlands November 16, 2012

Notas do Editor

  • Librarians have a reputation for saying “no”. Reinforcing the stereotype deprives us of the respect we deserve.Proclaimers – positive statements about what we can do for people – are more important than disclaimers. Most passive, negative statements can be rewritten into simple active, positive ones.Have you ever been to a restaurant where they handed you a menu of what dishes they don’t serve?1. Cell phones must be turned off before entering.You are welcome to use your cell phone here in this lobby.3. No food or drinkUse the cafeteria on the third floor or the vending machines down the hall and enjoy your refreshments there.4. No talking Quiet reading here. You can talk in the room to your right.5. Don’t put any AV material in this book return.Return your books and other print items here. Return your DVD’s, CD’s, tapes and other recordings to the people at the circulation desk. 6. ClosedWe open again at 8 am.7. Not open to the publicServices and collection are for employees of XXX8. How not to lose your jobThe Agile Librarian’s Guide to Thriving in Any Institution
  • Transcrição

    1. 1. De behendige informatie professional Michelynn McKnight, PhD, AHIP Associate Professor Louisiana State University School of Library and Information Science Baton Rouge, Louisiana, USA mmck@lsu.edu Workshop: NVB 100 Utrecht, The Netherlands November 16, 2012
    2. 2. Chapter Topics 1. Knowing your value to 7. Ensuring positive your organization communication (8. Marketing, advertising and public 2. Delighting your clients relations 3. Expanding your political 9. Gathering and using evidence to influence support decisions) 4. Pleasing your boss 10. Behaving ethically 5. Impressing decision 11. Sustaining your green makers and growing career 6. Choosing an instantly credible professional image
    3. 3. 1. Knowing your value to your organization  Your specialized expertise  Your professionalism  Your role in the institution’s mission  Know exactly how it needs you  Show how it needs you  Tell the decision makers
    4. 4. Professionals  Know  Show  Tell
    5. 5. Seven Marks of a Profession Michael Winter  Professional  Legitimate Association monopoly over a  Licensing or body of knowledge credentialing  Service Orientation  Ethics Code  Community  Formal Training Recognition
    6. 6. 2. Delight Your Clients  Client centered service  Individual information needs  Take action: It is up to us  Remove barriers to client delight …  What do clients need including old rules and want?  Traditions and habits:  Population information gateways or barriers? needs  Ambience and attitude
    7. 7. 6. Choosing an instantly credible professional image  Place, People, Site and Things: What works  Improving our image to increase our credibility  That looks good: color and credibility  Neatness counts: clear and simple  That sounds good  That tastes good  You don’t look like a librarian
    8. 8. 7. Ensuring positive communication  Welcome and save the client’s time  Turn negative messages to positive  Complaints are reference questions in disguise  Emotional Intelligence: acting professionally when feelings are intense  Common ground and innovative solutions to conflicts  Prioritizing and increasing the effectiveness of your own complaints
    9. 9. Immediate welcome needs  Informed  Entertained  Perceived value(worth their time)  Fast service  Safety  Feel SPECIAL!
    10. 10. 7. Positive communication  Negative actions into positive  Verbal messages: from negative to positive – What to say – Scripts and the magic eraser word – What to write
    11. 11. Positive Communication: Complaints as reference questions in disguise – Step One – open a communication channel – Step Two – gather information to frame the larger context of the problem – Step Three – work together to define and refine the central problem – Step Four – search for information, answers or solutions – Step Five – communicate, evaluate and invite
    12. 12. 7. Ensuring positive communication Special situations  Act professionally when feelings are intense  Find common ground and innovative, mutually beneficial solutions  Turn problems into innovations  Prioritizing your own complaints  When you should complain
    13. 13. 3. Expanding your influence What’s Politics? INFLUENCE
    14. 14. 3. Expanding your influence  Effective organizational politics  Lessons from the professionals in government  Building positive political capital  Advocacy outside the institution
    15. 15. Personal politics (Wolfe)  Understand your corporate system  Know when to hold and when to fold  Believe in win-win  Play fair  Think first, act later
    16. 16. Politics: Know your organization  What’s the business?  Who’s where in the organization?  What’s the culture?
    17. 17. Politics: Build a Positive History  Respect and self-respect  Face time -- appointments and walk-abouts  Meetings  Receptions, parties and events  Champions in reserve
    18. 18. Politics: Inform the Decision Makers  Solve their information problems  Tell the good things  Tell your boss the bad things (no unfortunate surprises)
    19. 19. 4. Pleasing your boss Understanding roles Information services for and perspectives the boss Allies, mentors and Subtly educating the boss mentees Reference and update What does the boss services want? What does the boss need? Informing the boss – The good Leadership and – The bad management styles – The uncomfortable truth
    20. 20. 5. Impressing Decision Makers  Who are these decision makers?  Whyare their understanding and experiences of library services important?  What concerns stakeholders?  Actions that impress
    21. 21. 11. Your Green and Growing Career  Your own missions  Setting priorities – Urgency and importance – Perfect or good enough  Scheduling – Make appointments not only with others but also with yourself  Risk taking and reward: dare to be proactive  Keep starting again
    22. 22. Martin Luther King, Jr. (1981) Strength to Love. (Reprint of 1977 edition, Cleveland, Ohio: Collins) Philadelphia: Fortress Press, page 93 “We must accept finite disappointment, but we must never lose infinite hope. Only in this way shall we live without the fatigue of bitterness and the drain of resentment.”
    23. 23. De behendige informatie professional Michelynn McKnight, PhD, AHIP Associate Professor Louisiana State University School of Library and Information Science Baton Rouge, Louisiana, USA mmck@lsu.edu Workshop: NVB 100 Utrecht, The Netherlands November 16, 2012

    Notas do Editor

  • Librarians have a reputation for saying “no”. Reinforcing the stereotype deprives us of the respect we deserve.Proclaimers – positive statements about what we can do for people – are more important than disclaimers. Most passive, negative statements can be rewritten into simple active, positive ones.Have you ever been to a restaurant where they handed you a menu of what dishes they don’t serve?1. Cell phones must be turned off before entering.You are welcome to use your cell phone here in this lobby.3. No food or drinkUse the cafeteria on the third floor or the vending machines down the hall and enjoy your refreshments there.4. No talking Quiet reading here. You can talk in the room to your right.5. Don’t put any AV material in this book return.Return your books and other print items here. Return your DVD’s, CD’s, tapes and other recordings to the people at the circulation desk. 6. ClosedWe open again at 8 am.7. Not open to the publicServices and collection are for employees of XXX8. How not to lose your jobThe Agile Librarian’s Guide to Thriving in Any Institution
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