Michelynn McKnight - Workshop Agile Librarian
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De behendige informatie professional Michelynn McKnight, PhD, AHIP Associate Professor Louisiana State University School of Library and Information Science Baton Rouge, Louisiana, USA [email protected] Workshop: NVB 100 Utrecht, The Netherlands November 16, 2012
Transcript of Michelynn McKnight - Workshop Agile Librarian
De behendige informatie professional
Michelynn McKnight, PhD, AHIPAssociate Professor
Louisiana State University
School of Library and Information Science
Baton Rouge, Louisiana, USA
Workshop: NVB 100Utrecht, The Netherlands
November 16, 2012
Chapter Topics
1. Knowing your value to your organization
2. Delighting your clients
3. Expanding your political influence
4. Pleasing your boss
5. Impressing decision makers
6. Choosing an instantly credible professional image
7. Ensuring positive communication
(8. Marketing, advertising and public relations
9. Gathering and using evidence to support decisions)
10. Behaving ethically
11. Sustaining your green and growing career
1. Knowing your value to your organization
Your specialized expertiseYour professionalismYour role in the institution’s mission
Know exactly how it needs you Show how it needs you Tell the decision makers
Professionals
Know Show Tell
Seven Marks of a ProfessionMichael Winter
Professional Association
Licensing or credentialing
Ethics Code Formal Training
Legitimate monopoly over a body of knowledge
Service Orientation Community
Recognition
2. Delight Your Clients
Client centered service
Take action: It is up to us
What do clients need and want?
Population information needs
Individual information needs
Remove barriers to client delight … including old rules
Traditions and habits: gateways or barriers?
Ambience and attitude
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
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
Immediate welcome needs
Informed Entertained Perceived value(worth their time) Fast service Safety Feel SPECIAL!
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
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
7. Ensuring positive communicationSpecial 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
What’s Politics?
INFLUENCE
3. Expanding your influence
3. Expanding your influence
Effective organizational politics
Lessons from the professionals in government
Building positive political capital
Advocacy outside the institution
Personal politics (Wolfe)
Understand your corporate systemKnow when to hold and when to foldBelieve in win-winPlay fairThink first, act later
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 Meetings Receptions, parties and events Champions in reserve
Politics: Inform the Decision Makers
Solve their information problemsTell the good thingsTell your boss the bad things (no
unfortunate surprises)
4. Pleasing your boss
Allies, mentors and mentees
What does the boss want? What does the boss need?
Leadership and management styles
Subtly educating the boss
Reference and update services
Informing the boss– The good– The bad– The uncomfortable truth
Understanding roles
and perspectivesInformation services for the boss
5. Impressing Decision Makers
Who are these decision makers?
Why are their understanding and experiences of library services important?
What concerns stakeholders?
Actions that impress
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
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.”
De behendige informatie professional
Michelynn McKnight, PhD, AHIPAssociate Professor
Louisiana State University
School of Library and Information Science
Baton Rouge, Louisiana, USA
Workshop: NVB 100Utrecht, The Netherlands
November 16, 2012
