Agile librarians love their work and are appreciated for it. They have expertise in the practice of their profession and in the business of gaining and maintaining influence, as well as in effective marketing and public relations. This useful handbook describes and illustrates proven methods to get your library and information services the attention and support they deserve. Discover what your parent organization needs and values most. Delight your clients, your boss and non-librarian decision makers. Build a credible image and strengthen positive communication. Gather, analyze, and use valid…mehr
Agile librarians love their work and are appreciated for it. They have expertise in the practice of their profession and in the business of gaining and maintaining influence, as well as in effective marketing and public relations. This useful handbook describes and illustrates proven methods to get your library and information services the attention and support they deserve. Discover what your parent organization needs and values most. Delight your clients, your boss and non-librarian decision makers. Build a credible image and strengthen positive communication. Gather, analyze, and use valid evidence to support decisions. Keep your career green, growing and agile! Agile librarians love their work and are appreciated for it. They have expertise in the practice of their profession and in the business of gaining and maintaining influence, as well as in effective marketing and public relations. This useful handbook describes and illustrates proven methods to get your library and information services the attention and support they deserve. Discover what your parent organization needs and values most. Delight your clients, your boss and non-librarian decision makers. Build a credible image and strengthen positive communication. Gather, analyze, and use valid evidence to support decisions. Keep your career green, growing and agile!
Michelynn McKnight, PhD, AHIP is assistant professor at the Louisiana State University School of Library and Information Science in Baton Rouge, LA.
Inhaltsangabe
Preface Acknowledgments 1 Knowing Your Value to the Organization Librarians' Specialized Expertise Determining Information Needs and Desires Knowledge of Information Sources Connecting Needs and Sources Librarianship as a Profession Common Traits Acting the Role of Librarian in the Institution Know How the Institution Needs This Profession Show How This Profession Supports the Business of the Institution Tell the Decision Makers How This Profession Plays a Necessary Role Summary References 2 Delighting Your Clients Client-Centered Service Professional Service: What's the Difference? Take Action: The Onus Is on Us What Do Clients Need and Want? Population Information Needs Evidence of Population Information Needs Students Researchers Public Library Clients Individual Information Needs: Application of the Traditional Reference Principles to Delight Today Remove Service Rules as Barriers to Client Delight Location, Location, Location Self-Service, Assisted Service, or Professional Service? Traditions and Habits: Gateways or Barriers? When? Ambience and Attitude Summary References 3 Expanding Your Political Influence Effective Organizational Politics Understand Your Corporate System Know When to Hold and When to Fold Believe in Win-Win Situations Play Fair Think First, Act Later Lessons from the Pros in Government Use Good Information Sources Show Up, Speak Up Come Prepared Engage and Balance Responses Constantly Build Positive Alliances and Relationships Building Positive Political Capital Advocacy outside the Institution Summary References 4 Pleasing Your Boss Understanding Roles and Perspectives Allies, Mentors, and Mentees What Does the Boss Want? What Does the Boss Need? Leadership and Management Styles Training, Educating, or "Sharing with" the Boss Information Services for the Boss Reference and Update Services Informing the Boss: The Good, the Bad, and the Inconvenient Truth When the Agile Librarian Is a Boss, Too Summary References 5 Impressing Decision Makers Who Are These Decision Makers? Why Are Their Understanding and Experiences of Library Services Important? What Are Stakeholder Concerns? Actions That Impress Active and Personal Direct Information Services General Visibility Stakeholders' Reports Your Reports Summary References 6 Choosing an Instantly Credible Professional Image A Study of the Image of the Library and Information Professional Improving Our Image to Increase Our Credibility Color Attracts Dress for Your Clients Neatness Counts in the Library That Sounds Good! That Tastes Good! You Don't Look Like a Librarian! Summary References 7 Ensuring Positive Communication Welcome Personal Welcome Save the Client's Time Where Is It? Negative Actions Verbal Messages: From Negative to Positive What to Say Scripts and the Magic Eraser Word What to Write Transforming Complaints or Confrontations into Opportunities for Positive Innovation Complaints as Reference Questions in Disguise Stages of the Complaint Interview Stage One-Opening a Communication Channel Stage Two-Gathering Information to Frame the Larger Context of the Problem Stage Three-Working Together to Define and Refine the Central Problem Stage Four-The Search for Information, Answers, or Solutions Stage Five-Communication, Evaluation, and an Invitation Acting Professionally when Feelings Are Intense Common Ground and Innovative, Mutually Beneficial Solutions Resulting Promotions and Innovations Prioritizing Your Own Complaints When You Should Complain Summary References Additional Suggested Reading 8 Marketing, Advertising, and Public Relations Real Marketing The Right People: Who are the Clients and Potential Clients? Market Segmentation Relationship Marketing The Right Product: What Services Should We Provide? Strategic Marketing The Right Promotion: Advertising, Branding, and Public Relations Advertising Branding Public Relations The Right Point in Time and the Right Place: When and Where to Advertise or Provide Service Marketing Research: Discovering the Right P What Evidence Would Answer the Question? Gathering and Analyzing Data Drawing Conclusions, Taking Action, and Asking Another Question Similar Processes An Example of a Marketing Study The Marketing Study-Ask (Define the Question) The Marketing Study-Study (Estimate Where the Answer May Be Found) The Marketing Study-Study (Choose a Method for Finding Out) The Marketing Study-Study (Gather the Data, Analyze the Data) The Marketing Study-Act and Ask Summary References Additional Suggested Reading 9 Gathering and Using Evidence to Support Decisions Research Librarians' Research Education Research and Professional Associations Evidence Based Librarianship Assessment and Measurement of Quality and Value Librarians' Standards and Benchmarking Standards Benchmarking Evidence of Client Satisfaction Value Evidence for Top Administrative Decision Makers Summary References 10 Behaving Ethically Basic Professional Ethics in the Code of Ethics Responsibility for the Provision of the Best Possible Information Service Respect for Others, Protection of Privacy, and Preservation of Confidentiality Respect Privacy Confidentiality Promotion of Equitable Information Access while Respecting Intellectual Property Rights and the Institutional Mission Intellectual Property Rights Rights of the Institution Professional Development of the Self and Others Self-Development Fostering the Development of Others in Your Organization and Beyond Advocacy for Library Services and Information Access in Society Real-Life Ethics Summary References Additional Suggested Reading 11 Sustaining Your Green and Growing Career Your Own Professional Mission Setting Priorities Urgency and Importance Mission Roles and Balance Perfect or Good Enough Cost in Time Priority Management Tools Lakein's Classic As, Bs, and Cs The Paired Number System Long and Short Scheduling Make Appointments with Others . and Also with Yourself One List Is Never Enough Risk Taking and Reward Dare to Be Proactive Summary: We Just Keep Starting Again References Index
Preface Acknowledgments 1 Knowing Your Value to the Organization Librarians' Specialized Expertise Determining Information Needs and Desires Knowledge of Information Sources Connecting Needs and Sources Librarianship as a Profession Common Traits Acting the Role of Librarian in the Institution Know How the Institution Needs This Profession Show How This Profession Supports the Business of the Institution Tell the Decision Makers How This Profession Plays a Necessary Role Summary References 2 Delighting Your Clients Client-Centered Service Professional Service: What's the Difference? Take Action: The Onus Is on Us What Do Clients Need and Want? Population Information Needs Evidence of Population Information Needs Students Researchers Public Library Clients Individual Information Needs: Application of the Traditional Reference Principles to Delight Today Remove Service Rules as Barriers to Client Delight Location, Location, Location Self-Service, Assisted Service, or Professional Service? Traditions and Habits: Gateways or Barriers? When? Ambience and Attitude Summary References 3 Expanding Your Political Influence Effective Organizational Politics Understand Your Corporate System Know When to Hold and When to Fold Believe in Win-Win Situations Play Fair Think First, Act Later Lessons from the Pros in Government Use Good Information Sources Show Up, Speak Up Come Prepared Engage and Balance Responses Constantly Build Positive Alliances and Relationships Building Positive Political Capital Advocacy outside the Institution Summary References 4 Pleasing Your Boss Understanding Roles and Perspectives Allies, Mentors, and Mentees What Does the Boss Want? What Does the Boss Need? Leadership and Management Styles Training, Educating, or "Sharing with" the Boss Information Services for the Boss Reference and Update Services Informing the Boss: The Good, the Bad, and the Inconvenient Truth When the Agile Librarian Is a Boss, Too Summary References 5 Impressing Decision Makers Who Are These Decision Makers? Why Are Their Understanding and Experiences of Library Services Important? What Are Stakeholder Concerns? Actions That Impress Active and Personal Direct Information Services General Visibility Stakeholders' Reports Your Reports Summary References 6 Choosing an Instantly Credible Professional Image A Study of the Image of the Library and Information Professional Improving Our Image to Increase Our Credibility Color Attracts Dress for Your Clients Neatness Counts in the Library That Sounds Good! That Tastes Good! You Don't Look Like a Librarian! Summary References 7 Ensuring Positive Communication Welcome Personal Welcome Save the Client's Time Where Is It? Negative Actions Verbal Messages: From Negative to Positive What to Say Scripts and the Magic Eraser Word What to Write Transforming Complaints or Confrontations into Opportunities for Positive Innovation Complaints as Reference Questions in Disguise Stages of the Complaint Interview Stage One-Opening a Communication Channel Stage Two-Gathering Information to Frame the Larger Context of the Problem Stage Three-Working Together to Define and Refine the Central Problem Stage Four-The Search for Information, Answers, or Solutions Stage Five-Communication, Evaluation, and an Invitation Acting Professionally when Feelings Are Intense Common Ground and Innovative, Mutually Beneficial Solutions Resulting Promotions and Innovations Prioritizing Your Own Complaints When You Should Complain Summary References Additional Suggested Reading 8 Marketing, Advertising, and Public Relations Real Marketing The Right People: Who are the Clients and Potential Clients? Market Segmentation Relationship Marketing The Right Product: What Services Should We Provide? Strategic Marketing The Right Promotion: Advertising, Branding, and Public Relations Advertising Branding Public Relations The Right Point in Time and the Right Place: When and Where to Advertise or Provide Service Marketing Research: Discovering the Right P What Evidence Would Answer the Question? Gathering and Analyzing Data Drawing Conclusions, Taking Action, and Asking Another Question Similar Processes An Example of a Marketing Study The Marketing Study-Ask (Define the Question) The Marketing Study-Study (Estimate Where the Answer May Be Found) The Marketing Study-Study (Choose a Method for Finding Out) The Marketing Study-Study (Gather the Data, Analyze the Data) The Marketing Study-Act and Ask Summary References Additional Suggested Reading 9 Gathering and Using Evidence to Support Decisions Research Librarians' Research Education Research and Professional Associations Evidence Based Librarianship Assessment and Measurement of Quality and Value Librarians' Standards and Benchmarking Standards Benchmarking Evidence of Client Satisfaction Value Evidence for Top Administrative Decision Makers Summary References 10 Behaving Ethically Basic Professional Ethics in the Code of Ethics Responsibility for the Provision of the Best Possible Information Service Respect for Others, Protection of Privacy, and Preservation of Confidentiality Respect Privacy Confidentiality Promotion of Equitable Information Access while Respecting Intellectual Property Rights and the Institutional Mission Intellectual Property Rights Rights of the Institution Professional Development of the Self and Others Self-Development Fostering the Development of Others in Your Organization and Beyond Advocacy for Library Services and Information Access in Society Real-Life Ethics Summary References Additional Suggested Reading 11 Sustaining Your Green and Growing Career Your Own Professional Mission Setting Priorities Urgency and Importance Mission Roles and Balance Perfect or Good Enough Cost in Time Priority Management Tools Lakein's Classic As, Bs, and Cs The Paired Number System Long and Short Scheduling Make Appointments with Others . and Also with Yourself One List Is Never Enough Risk Taking and Reward Dare to Be Proactive Summary: We Just Keep Starting Again References Index
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