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De behendige informatie     professional                  Michelynn McKnight, PhD, AHIP                  Associate Profess...
Chapter Topics1. Knowing your value to      7. Ensuring positive   your organization             communication            ...
1. Knowing your value to your          organization Your specialized expertise Your professionalism Your role in the in...
Professionals   Know   Show    Tell
Seven Marks of a Profession                Michael Winter   Professional           Legitimate    Association            ...
2. Delight Your Clients   Client centered service       Individual information                                   needs ...
6. Choosing an instantly credible              professional image  Place, People, Site and Things: What works Improving ...
7. Ensuring positive                communication   Welcome and save the client’s time   Turn negative messages to posit...
Immediate welcome needs   Informed   Entertained   Perceived value(worth their time)   Fast service   Safety   Feel ...
7. Positive communication   Negative actions into positive   Verbal messages: from negative to    positive    –   What t...
Positive Communication:Complaints as reference questions in disguise–   Step One – open a communication channel–   Step Tw...
7. Ensuring positive communication         Special situations   Act professionally when feelings are    intense   Find c...
3. Expanding your influence   What’s Politics?     INFLUENCE
3. Expanding your influence Effective   organizational politics Lessons        from the professionals in government Bui...
Personal politics (Wolfe) Understand    your corporate system Know when to hold and when to fold Believe in win-win Pl...
Politics:       Know your organization What’s the business? Who’s where in the organization? What’s the culture?
Politics:        Build a Positive History   Respect and self-respect   Face time -- appointments and walk-abouts   Meet...
Politics:    Inform the Decision Makers Solve  their information problems Tell the good things Tell your boss the bad t...
4. Pleasing your bossUnderstanding roles     Information services forand perspectives        the bossAllies, mentors and  ...
5. Impressing Decision Makers Who   are these decision makers? Whyare their understanding and experiences of library ser...
11. Your Green and Growing              Career   Your own missions   Setting priorities    –   Urgency and importance   ...
Martin Luther King, Jr.(1981) Strength to Love. (Reprint of 1977 edition, Cleveland, Ohio: Collins)Philadelphia: Fortress ...
De behendige informatie     professional                  Michelynn McKnight, PhD, AHIP                  Associate Profess...
Michelynn McKnight - Workshop Agile Librarian
Michelynn McKnight - Workshop Agile Librarian
Michelynn McKnight - Workshop Agile Librarian
Michelynn McKnight - Workshop Agile Librarian
Michelynn McKnight - Workshop Agile Librarian
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Michelynn McKnight - Workshop Agile Librarian

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Michelynn McKnight - Workshop Agile Librarian

  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 Topics1. Knowing your value to 7. Ensuring positive your organization communication (8. Marketing, advertising and public2. Delighting your clients relations3. Expanding your political 9. Gathering and using evidence to influence support decisions)4. Pleasing your boss 10. Behaving ethically5. Impressing decision 11. Sustaining your green makers and growing career6. 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 bossUnderstanding roles Information services forand perspectives the bossAllies, mentors and Subtly educating the boss mentees Reference and updateWhat does the boss services want? What does the boss need? Informing the boss – The goodLeadership 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

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