Download - Making the rounds, building relationships with library 20150315

Making the Rounds, Building Relationships with Library Users and Showcasing Library Services

Jackie Kilberg, MLSThe views, opinions and positions expressed by the author are mine alone, and do not necessarily reflect the views,

opinions or positions of Wake Technical Community College.

NCCCLA CONFERENCE 2015

Making the rounds

Why patrons proceed with caution

• Do not respond by saying “What is it? or “Yes?”

• Tell patrons that they are “Not bothering you.”


Making the rounds

There maybe a time when the reference interview will not be conducted because they will simply not approach a librarian.


Making the rounds


Making the rounds

CRM, SIX SIGMA, SERVQUAL, etc… the entire organization must be on board – so should you wait for that to happen?

• BUSINESS – (Six Sigma)• General Electric, BB&T, McGraw-Hill Financial

• HIGHER EDUCATION – (SERVQUAL)• University of Texas – Austin and Coastal Carolina


Making the rounds

Is the most important word – relationship?


Making the rounds

RATER (SERVQUAL) - measures customer engagement

• Reliability – A company’s ability to perform the promised service dependably and accurately

• Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence

• Tangibles – Physical facilities, equipment and appearances that impress the customer

• Empathy – The level of caring, individualized attention, access, communication and understanding that the customer perceives

• Responsiveness – The willingness displayed to help clients and provide prompt service


Making the rounds

JACKIE KILBERG AND THE RM WAY


Making the rounds

WARNING:

LIBRARIANSHIP ISN’T FOR COWARDS. YOU MUST HAVE A TOUGH SKIN.


Making the rounds

RELATIONSHIP MARKETING IN THE WORLD OF BUSINESS LIBRARIANSHIP

• KNOW THE SUBJECT MATTER

• COMPARE YOUR INFORMATION RESOURCES WITH THE CLIENTS – COLLABORATE NOT COMPETE

• APPROACH ANYONE WHO WILL LEAD YOU TO TOP MANAGEMENT - THEY IN TURN WILL PROMOTE YOU AND YOUR SERVICES

• ASSESS YOUR CLIENTS NEEDS THROUGH CONSTANT CONVERSATIONS TO DEVELOP PRODUCTS YOU CAN SUPPLY TO THEM BEFORE THEY ASK YOU

• THE RESULT – A SOLID REPUTATION THAT CAN LAST EVEN THROUGH DOWNSIZING


Making the rounds

RELATIONSHIP MARKETING IN THE WORLD OF ACADEMIC LIBRARIANSHIP

• KNOW THE SUBJECT MATTER

• COMPARE YOUR INFORMATION RESOURCES WITH FACULTY – COLLABORATE NOT COMPETE

• APPROACH ANYONE WHO WILL LEAD YOU TO FACULTY, STAFF AND STUDENTS -THEY IN TURN WILL PROMOTE YOU AND YOUR SERVICES

• ASSESS YOUR PATRONS NEEDS THROUGH CONSTANT CONVERSATIONS TO DEVELOP PRODUCTS YOU CAN SUPPLY TO THEM BEFORE THEY ASK YOU

• THE RESULT – A SOLID REPUTATION THAT CAN LAST EVEN THROUGH DOWNSIZING


Making the rounds

RM – The Jackie Kilberg Way – an organic and grassroots approach

• SMILE

• EYE CONTACT

• TALK FIRST – “HI HOW ARE YOU? JUST HOLLER IF YOU NEED ME”

• VERBAL TONE – POSITIVE BUT WITH AUTHORITY


Making the rounds


• I AM A LIBRARIAN NOT YOUR PARENT

• IT IS OK TO MIND WANDER

• GREAT! SOMEONE ASKED ME A QUESTION AND …EVERYONE WILL HEAR MY ANSWER


Making the rounds


BUTINSKI

but-in-ski [buht-in-skee]-noun, plural- skies. Slang

A person who interferes in the affairs of others; busy body.


Making the rounds


THE BUTINSKI APPROACH TO PREVENT THE “I DIDN’T WANT TO BOTHER YOU” HOW TO DO THE UNORTHODOX REFERENCE INTERVIEW

• The ice breaker

• Use humor and/or do the 30 second elevator pitch

• Listen


Making the rounds


Making the rounds

The most important word – emotion


Making the rounds

In any relationship in life, emotion is the key to building a relationship.


Making the rounds

IF I CAN’T DO THIS THEN WHAT AM I DOING HERE?


Making the rounds

HOMEWORK:

Johnson, E. D. M & Kazmer, Michelle M. “Library Hospitality: Some Preliminary Considerations.” Library Quarterly 81.4 (2011): 383-403. JSTOR. Web. 16 March 2015.

“Notes, Quotes & What-all: "Library Hospitality: Some Preliminary Considerations (with Links and Sidebars)” The Retiring Guy’s Digest. The Retiring Guy’s Digest, 18 Oct. 2002. Web. 23 Mar. 2015Retrieved from http://paulsnewsline.blogspot.com/2012/10/notes-quotes-what-all-library.html


http://paulsnewsline.blogspot.com/2012/10/notes-quotes-what-all-library.html

Making the Rounds, Building Relationships with Library Users and Showcasing Library Services

Phone [email protected]


Download - Making the rounds, building relationships with library 20150315

Top Related