kenal news 10_ july 2011

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Compiled and edited by:Nancy Ngugi Senior Public Relations Officer

Contributors Nancy Ngugi, Corporate CommunicationPhilomena Mwirigi, NLDMillicent Mlanga, BuruburuCyrus Ndogo, PlanningCaroline Kayoro, CDBDOmar A. Abdi, Resource MobilizationBetty Kalugho, CDBDJoseph Njeru John, EmbuSharon N. Maina, NLD

Anne Sembeyian (Intern)

Designed and printed by Colorscapes Media Ltd

The editor reserves all rights to publication.The views expressed in this publication are thoseof the authors and do not necessarily represent theposition of the KNLS Board.

KNLS Vision A National centre of excellence that preserves

and disseminates information for knowledge andcreativity

KNLS MissionTo make information resources available and pre-serve the national imprint for use by all communi-ties through utilization of appropriate technology

KNLS Core ValuesWe commit ourselves to live up to the highest idealsof service provision and therefore the following areour guiding core values.

Quality Transparency Relevance Accountability Teamwork Professionalism

ContentsReading, the best way to refresh your mind 2

KNLS excels in 2009/2010 performance contracting 3

Job evaluation in KNLS 5

Do something with a positive impact on society 6Digitization project begins in the National Library 7

Kibera to get a purpose-built public library 8

The reality of the librarians axiom in economic downturn 9

The librarian in the 21st Century 10

American Corner activities at the Kisumu Library 11

Publicity and marketing of public library service 14

Ehealth project in Kisumu and Eldoret 16

Libraries and knowledge management 17Responsibilities of national libraries 19

The importance of a home library 20

The best learning environment 21

How to deal with tough clients in a business environment 22

Published by:Kenya National Library Service

P.O Box 30573 00100Tel. 254 -020- 2725550/1, 0202158352 Fax: 2721749

e-mail: [email protected],Web site: www.knls.ac.ke

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Without mincing words, the Minister of State forNational Heritage and Culture Hon. WilliamOle Ntimama has challenged Kenyans to read inorder to refresh and protect their minds from rot-ting. The Hon. Minister was speaking during theground-breaking ceremony for the construction ofKNLS Narok library. He termed himself as an avidreader and explained how he has managed toclimb the ladder of politics because he embracedreading at an early age.

KNLS performance in the governments per-formance contracting strategy has continued toimprove over the years. In the 2009/2010 evalu-ation results announced by the President and thePrime Minister on 16th June 2011, KNLS garneredthe first position in the service providing categoryof 46 state corporations. This is attributed to clearstrategic direction by the Board, focused manage-ment and profound commitment by staff. Read alsoabout the various aspects that can be considered inimproving performance in this issue.

Working collaboratively with donors and part-ners has enabled KNLS to raise her service deliveryto the public a notch higher. Responsive servicessuch as provision of health information are offeredin some selected branches. A report on impact as-sessment on reliable and accessible health infor-mation in Kisumu and Eldoret libraries is coveredin this Issue. KNLS staff have also benefited fromtraining sponsored by donors. With this kind of jointventures, and with new partners such as PearsonFoundation coming on board, more will definitelybe achieved. The Board has also sponsored a vari-ety of seminars and workshops for different catego-

ries of staff. This has notably worked well in termsof raising the moral of staff and empowering themto execute their duties appropriately.

After a series of ground breaking ceremoniesand opening of a new library in Buruburu, it seemslike the fire of development that has been lit by theKNLS Board is not about to be quenched. Anytime

Reading, the best wayto refresh your mind

F R O M T H E E D I T O R

this calendar year we will be witnessing the openingof another modern library in Nakuru. You will alsoread about other new libraries coming up includingNarok and Kibera libraries which are already underconstruction.

The new constitution demands that profession-als in different fields have to be revolutionalized intheir thinking and align themselves to the new dawnin Kenya. KNLS Board Chairman has challengedthe KNLS Librarians to reposition themselves strate-gically as the driving force in provision of relevantinformation within the national and county gov-ernments. As the agency charged with knowledgedelivery, KNLS has an obligation to eradicate ig-norance that has hampered individual, communityand national development in our country.

Simply sticking rigidly to the status quo may notbe enough to ensure an organizations survival.KNLS Board has undertaken a job evaluation in or-der to stay put and relevant in this fast moving andconstantly changing world.

Way into the 21st century, it is apparent that theconcept of modern librarian practice is not clear.Worse still, there is no textbook for what effectivepractice looks like in continually changing infor-mation and communication landscapes. Hence, li-brarians especially in public libraries should simplystay relevant by just being prepared for whatevertheir customers and colleagues might want. Of im-portance also is to take interest in what librariansin other libraries are doing to assist their customersand be willing to learn all the time.

Is digitization the way to go? Read about whatthe National Library is doing in this area; also

read about publicity and marketing of public libraryservices; knowledge management in libraries; thelibrarians axiom in economic downturn; and therole of libraries in Vision 2030. You will definitelyfind many more interesting articles in this issue. Sobrace yourself for additional knowledge on differ-ent aspects as you read on! - Nancy

To all those who have contributed to the publication of different issues of the KENAL Newsletter,accept my humble appreciation. Your articles have been of value and are highly regarded. By sharing

information you are definitely living up to your call as information providers. I also wish to invite otherstaff especially librarians to share with readers what is happening in their branches. To our readers, wethank you for giving us a reason to continue writing! Send your articles for the next issue to:

[email protected] or [email protected]

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Libraries Policy

The KNLS Board together withthe Ministry of State for Nation-al Heritage and Culture, which iscurrently the Ministry in Charge ofLibraries, has developed a draftLibraries Policy which is waitingto be subjected to stakeholdersdebate for input and ownershipbefore it can be submitted to theHon. Minister for necessary actionand subsequent implementation.In the spirit of devolved govern-ment, the policy will appropriatelyguide the players in the establish-ment, operations and manage-ment of libraries in Kenya to en-sure that relevant standards aremaintained. The policy will alsoinform the ongoing revision of theKNLS Board Act which is expectedto give a clear separation of theroles of the National Library ofKenya and the Public Library Sys-tem.

B R I E F S

New partnershipsPearson Foundation

Ateam comprising Ronel, Miriam and Charles from Pearson Foun-dation and Mr. Kaikai Karani of Longman Publishers met withKNLS Director and some KNLS staff members on 13th June 2011 witha view to establish a partnership in the area of Early Child Develop-ment. The team was introduced to KNLS by Mr. Kaikai. On his fact-finding tour of KNLS branches in preparation for the initial meetingwith the Pearson Foundation and KNLS officials, Mr. Kaikai was ableto visit Nakuru, Gilgil, Eldoret and Naivasha branches.

During the meeting Mr. Kaikai reported that he was very impressedby what he saw in the branches. He especially noted that in all thebranches he visited, he found the librarians in charge despite thisbeing an impromptu visit and having arrived in some of them after5.30pm. He also appreciated that all the librarians he chatted withwere able to articulate the vision and mission of KNLS.

The guests were given an elaborate introduction of KNLS andsome of the strategies being employed to inculcate a reading culturein the lives of children. They expressed their excitement about what

KNLS is doing to promote positive reading culture in the country. Theywere optimistic that through their partnership with KNLS, they wouldbe able to make constructive contribution in integrating ECD in KNLSservices by adapting a triple alliance that links the LIBRARY, SCHOOLand the COMMUNITY. They emphasized that any programme aimedat inculcating a reading culture in the lives of children must feed intothe minds of the teachers, parents and the community.

KNLS looks forward to a fruitful relationship in this newly foundpartnership!

National Environmental Management Authority

KNLS received a donation of information materials on environmentand book shelves from NEMA on 20th May, 2011. The donationwas presented by the Senior Coordinator, Environment EducationalInformation and Public Participation, at the KNLS Headquarters.

Second SurveillanceISO Audit

The 2nd surveillance ISO au-dit was carried out by Bu-reau Veritas in May 2011. Justlike with internal audit, the mainobjective of the external audit isto look for compliance and con-formance. The audit is usuallybased on procedure and the ISOstandard requirements. Variousbranches and departments wererandomly sampled by the Bureau

VERITAS as representatives of theentire KNLS network.

Monitoring andevaluation

In simple terms, monitoring isconcerned with tracking the pro-gress and answers the questionwhat? It is regular and system-atic. On the other hand, evalu-ation involves making judgmentabout the progress made andthe way forward. It is periodicand answers the question why?These facts were expounded in atwo-day workshop organized for20 staff from headquarters, Nai-robi Area and Buruburu libraries.

Resource Mobilization and Communication

Atwo-day workshop was organized for 21 staff from Headquarters,Nairobi, Buruburu, Thika and Muranga libraries on 9th and 10thJune 2011. The workshop was facilitated by fellow staff in the spirit ofinternal resource mobilization. Omar Abdi, the Resource MobilizationOfficer took participants through the section on resource mobilizationand fundraising while Nancy Ngugi, Senior Public Relations Officerhandled the area of communication. Participants appreciated the in-formation shared by the facilitators, saying that the subject had beenbroken down to manageable pieces and brought right home in alanguage easy to understand.

In general, the participants described the workshop as eye-open-ing, resourceful, participatory and captivating. Participants were chal-lenged by Mr. Suka, Deputy Director (Finance & Administration) to becreative and innovative in order to attract more partners. It is hopedthat fruitful efforts geared towards mobilizing resources both internallyand externally will be noted especially in departments and branchesthat were represented in the workshop.

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B R I E F S

Another milestone

A fter a series of ground breaking ceremonies and open-ing of a new library in Buruburu, it seems like the fireof development that has been lit by the KNLS Board is not

about to be quenched. Anytime this calendar year we willbe witnessing the opening of another modern library in Na-kuru. The over Kshs 250 million library complex comprisesfive floors with provision for children and teenagers section,adult, multimedia, cyber caf and reference sections amongothers. Library services will be offered in four floors while thetop most floor is set aside for income generation. KNLS hasalready received overwhelming requests from various or-ganizations who want to rent the space. However due to thelocation of the space, that is sharing the same building withthe library, KNLS has been cautious so that only the businessthat does not conflict with provision of library services will beallowed to operate. Construction works are complete andthe process of furnishing, stocking and equipping the libraryare at advanced stage in preparation for opening the libraryto the Nakuru community and the surrounding areas.

KLA Conference

This years KLA annual conference washeld in Mombasa from 24th to 27thMay 2011 with the theme: Positioning In-

formational Professionals for the future.The conference was officially opened byDr. Jacob Ole Miaron, PS, Ministry of Na-tional Heritage and Culture. The KNLSDirector Mr. Richard Atuti also addressedthe gathering. He emphasized the needand urgency for ICT integration in libraryservice provision. During the conferenceMr. David Muswii, the KNLS Deputy Di-rector (Technical Services) was elected asthe Vice Chairman. From the CorporateCommunication Office and on behalf ofthe entire KNLS family we congratulate Mr.Muswii and assure him of our support ashe champions KLA endeavors into a high-er level. Congratulations Mr. Muswii!

Health Information Workshop

Afour-day workshop for KNLS librarians implementing the health project was sponsored by ElsevierFoundation through BAI 2nd to 6th May 2011. It was facilitated by Dawn Makena of Corporate Com-

munication and a BAI consultant. Two library staff from each of the ten project libraries attended the work-shop. Also in attendance were six health workers from the regions served by the project libraries. With thenewly acquired skills, we expect that services in the project libraries will improve and be used as examplesfor benchmarking by other libraries. The project libraries are: Thika, Isiolo, Mombasa, Embu, Kabarnet,Garissa, Wundanyi, Kericho, Laikipia and Kisii.

Ajob evaluation exercise hasbeen going on in KNLS sinceDecember 2010. The seconddraft report was discussed by theKNLS Board and Managementon 26th and 27th May 2011and various recommendationswere arrived at. In his remarksthe KNLS Board Chairman rec-ognized job evaluation as an im-portant exercise in a growing or-ganization. He appreciated thatthis growth has necessitated theneed to re-look at KNLS in orderfor the organization to remain

relevant in this fast moving andconstantly changing world, andalso ensure the organizationssurvival. Following the reviewof strategic plan (2008/2012)in May 2010 the Board sanc-tioned the job evaluation exer-

cise in December 2010 withthe ultimate goal to determinethe comparative worth of jobsin KNLS; and produce rational-ized, harmonized, justifiable andequitable job-grading structures.The Chairman emphasized thatthrough this, the Board wouldbe able to attract desirable jobcandidates, retain high-potentialemployees and clarify job de-scriptions, allowing the employ-ees to clearly understand theirrole within the organization. Inaddition, successful implementa-

tion and sustainability of libraryprojects will derive their bearingfrom a well structured workforce.In order for us to be effectiveexternally, we have to be well or-ganized internally and maintaina complement of competent and

committed staff says Mr. Kobia.The following are some of theoutcomes expected on finaliza-tion and implementation of thejob evaluation exercise: Clear job descriptions and job

specifications to avoid duplica-tion of roles and duty overlaps

Optimum staffing levels perlibrary branch on the basis ofworkload analysis

Performance based pay/re-ward system

Performance managementand appraisal systems includ-

ing performance appraisaltools, rewarding system, andtraining needs/impact assess-ment system

New scheme of service/ careerpath required to deliver KNLScorporate strategy

Job evaluation in KNLSBy Nancy Ngugi

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The KNLS Board Chairman, Mr.Silas Kobia has challenged li-brarians to be revolutionized andalign their thinking with the newdawn in Kenya, and repositionthemselves strategically as thedriving force in provision of rel-evant information within the na-tional and county governments.

During several library events,the Chairman explained thatKenya has undergone a revolu-tion and that we are in a newrepublic. One area that librar-ians can make impact is in youthempowerment. Youth are veryproductive, energetic and unlessthey are engaged in productiveactivities they may end up on thewrong side of the law in atrociousanti-social behavior. They need avent to direct their energies to.

Fundamentally, relevant informa-tion will open them up to the di-verse myriad opportunities avail-able in the market. They shouldtherefore be coached to be thechange agents in development.The library, especially the publiclibrary which is commonly referredto as the peoples university,should thus be reinforced to pro-vide this kind of knowledge for thebenefit of the young people.

Mr. Kobia acknowledges thata library is such an important re-source for learning and econom-ic empowerment, and should beaccessible to all communities. Heconcurs with other scholars that alibrary links the past, present andfuture. It should be the heart ofa society and is crucial to theintellectual growth of a commu-nity. A library is much more thana building filled with shelves ofbooks. It should create a pro-found, safe and welcoming spacefor everyone in the community.

Its a new dawn for KenyaDo something with a positive impact on society

For the children and teenagersit should serve and help to re-connect them with society. Forthe young people, it should be arefuge from life on the streets, aplace where they can be them-selves, and where books andother information sources will al-low them to dream and envisiona better future. For the seniorcitizens, it is a key resource tokeep them updated and in linewith the new developments. It isa resource to shelter their mindsfrom information degradation. Aresource to help them re-discov-er themselves and begin a newlease of life after their formal re-tirement.

Consequently, Kenya can nolonger afford to gamble withaccessibility of library and in-

formation services to its citizens.Indeed, the constitution of Kenyarecognizes libraries as vehiclesfor National & Cultural expres-sion. It also recognizes informa-tion as a fundamental humanright. The Chairman is optimisticthat with appropriate stakehold-ers and development partnerssupport, the Board will up its ef-forts in order to meet the diver-gent information needs of com-munities. As the agency chargedwith knowledge delivery, KNLShas an obligation to eradicateignorance that has hamperedindividual, community and na-tional development in our coun-try. This ignorance was a con-spicuous enemy of developmentat the Kenyas independence asit is today.

By Nancy Ngugi

KNLS Board Chairman, Silas Kobia reads a speech during the ground-breakingceremony for Narok Library

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Digitization is the process ofconverting information into adigital format. Digitizing informa-tion makes it easier to preserve,access, and share. For example,an original historical documentmay only be accessible to peoplewho visit its physical location, butif the document content is digi-tized, it can be made availableto people worldwide. There is agrowing trend towards digitiza-tion of historically and cultur-ally significant data. Nationallibrary Division (NLD) has begunphase one of the digitization ofits collection. The division hasa rich collection of informationmaterials deposited under thelegal deposit law in the Booksand Newspapers Act Cap 111of the Laws of Kenya. The main

objective of this regulation is toensure that the national imprintis preserved for posterity. Othercollections in the division in-clude: Development information

Digitization project beginsin the National Library

By Philomena Mwirigi

materials from World Bank, In-ternational Monetary Fund, In-ternational Labour Organizationand bound newspapers amongothers. In the phase one of digiti-zation, the main concentration ison Government reports, Session-al papers dating back to 1947,Kenya National Bibliographiesfrom 1980 and rare books. Itis envisaged that conversion ofthe collection in digital form willenhance global sharing of ourresources, suitable preservationnotwithstanding. Digitization issignificant in record keeping aswell. Libraries that have switchedto digitizing their books and re-cords find that they may havean entire extra room or two foruse. What used to take up valu-able space can now be stored on

compact discs, taking up part ofa bookshelf instead of an entirewall. This is not only for librar-ies. Similarly, doctors who haveswitched to digital record keep-

ing now find that they can addan examination room and anoffice using the space that usedto be packed with shelving sys-tems holding thousands of fold-ers full of paper. There is a lotthat can be done with digitiza-tion and scanning of documentsor records. However, digitizationand scanning are two very differ-ent processes. While scanningessentially takes a picture of adocument and makes it avail-able on a disc for storage or forprinting, digitization stores theinformation contained in a docu-ment, picture or a sound file andmakes it available in a formatof your choice. Scanning anddigitizing are good options if youwant to preserve or share corpo-rate information, library collec-

tions, or fragile books and docu-ments. Digitization also providesa means to share the materialswith large groups of interestedpatrons or subscribers.

Digitization will lead to the development of virtual libraries and online referencing

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A fter years of pulling back and forth trying toidentify a suitable place for library establish-ment, Kibera residents will finally rest with a sigh ofrelieve as they wait patiently for the completion ofthe library project.

The groundbreaking ceremony presided over bythe KNLS Board Chairman Mr. Silas Kobia and Dr.James Berkley of Alistair Berkley Trust was held on30th March 2011. The project which involves vari-ous key stakeholders is funded by the Alistair Berk-ley Trust of UK through Practical Action.

The other stakeholders are the Kibera com-munity, UN-Habitat and KNLS who is expected totake up the running and management of the libraryonce it is complete. To ensure stability and sustain-ability of the project, the Kibera community surren-dered the plot to the KNLS Board. It has been atough struggle for the community and the ground-breaking ceremony was received with remarkableenthusiasm by all the parties involved. Due to thesensitive issue of land in Kibera, KNLS has facednumerous challenges in trying to repossess anotherof its legally owned library plot within Kibera thathas been occupied by jua kali artisans for severalyears. The Board has not given up the fight thoughbut one can only hope that someday, the occupantswill find it noble to release the plot for the intendedbeneficial purpose without any form of confronta-tion.

In the mean time those who worked tirelessly toensure a library is in place can enjoy sound sleepafter conquering the greatest handle of identifyinga suitable site and donor for the project. CarolineLightowler who has been on the forefront traversingall odds to ensure that the community realized thisdream was all smiles during the ground-breakingceremony. She has stood alongside the local librarycommittee and she is so passionate about the de-velopment of a library in the area. She never missed

any of several meetings held at KNLS headquarterssince 2006. Her appearance would always remindthose who know her of the Kibera library.

Kibera to get apurpose-built

public library By Nancy Ngugi

For KNLS, the issue of establishing a libraryin Kibera almost jeopardized her relationship withsome of the well wishers who came on board onlearning that the library issue had been resolvedand it was so definite that a library was finally be-ing established. That was in 2008 when KNLS hadagreed to set up a container library in the area.UN-Habitat swiftly responded in support of the no-ble course by donating 30 computers that were de-

livered to KNLS headquarters for onward transmis-sion to Kibera. Books worth about USD 2,000 werealso acquired for the project courtesy of UNESCO.However, the issues of land ownership ensued andthe plans were shelved. This was heart-breaking forUN-Habitat who had by then sent an appeal to wellwishers to donate books and furniture for the libraryand the response was overwhelming. So for HelenNyabera of UN-Habitat who was coordinating thesponsorship, it must have been a new dawn for herto witness the breaking of ground that would see thecommencement of construction of the long awaitedlibrary project in Kibera. KNLS Director, Mr. Richard

Atuti expounded the value of a public library facilityfor the community saying that it will provide accessto information which is a powerful tool for self de-velopment; and enable the young people to realizetheir potential and engage themselves in meaning-ful socio-economic activities.

We hope that leaders in Kibera will support theKsh. 19 million project to ensure appropriate utili-zation of the same. The libray will provide not onlythe reading materials but the reading space forschool going children from the area who obviouslyknow that reading space is a luxury that they maynot expect their parents to provide.

KNLS Board Chairman Mr. Silas Kobia breaks the ground for

the construction of Kibera Community Library

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The supposed correlation be-

tween increased demandon public libraries and periodsof economy stringency is de-scribed as the librarians axiom(James, 1986). This axiom canbe traced back over a centuryof literature in the field of libraryand information science. Warrand Payne (1983) noted a sig-nificant increase in book readingand public library visits amongmiddle class males followingunemployment. As the publicsbuying power shrinks, more peo-ple complete their education orupgrade their skills. People relyon public libraries for vital infor-mation on job opportunities, ca-reer planning and training, smallbusiness management, literacyprograms and computer skillsdevelopment.

People who are unemployedcheck out books to help them-selves qualify for new jobs and

people with less money to spendget books at the library ratherthan buy them. Apolloni (2009)observes that there is signifi-cant evidence to demonstratethat libraries experience an in-crease of use up to 20% duringan economic downturn. Peopleknow that no matter what is hap-pening in the economy, they canget the information, services andassistance they need from thepublic library.The time is rightfor librarians to conduct a studyto establish if the librarians ax-iom is true for the public librar-ies in Kenya.

In difficult economic times,depression, anxiety, and othercommon mental health prob-lems skyrocket. Thats why itsso important that libraries offerresources that address these is-sues. Self-help resources areuseful and can help the thou-sands that walk into the libraries.Public libraries can contribute topeoples change in attitude byproviding targeted informationand library services that help the

users develop self worth and a

new mindset to positively com-bat the prevailing challenges.Self worth is a feeling impartedby compassionate and respect-ful treatment by others. For mostof us, a piece of glass is not theonly way we see our reflection.We see it in the faces of others(Margaret Murray, 2004).

Positive examples of the eco-nomically challenged like thehomeless users thriving on lifeskills learned from the library re-veal one way in which the pub-lic library can make a significantchange in peoples lives duringhard economic times. A home-less success story is that of Mi-chael Brennan, the author of AllI really need to know I learnedin the library. Brennan usedhow-to-books and computersfrom the local library to becomea free lance journalist. His firstpublished article earned him $

1000 and put a roof over hishead. Brennan (1992) states inhis article that without the re-sources of the Boston Public li-brary he simply couldnt havedone what he did. It is thereforeevident that public libraries offerresources that can help disad-vantaged people elevate them-selves out of their low economicstate. This brings forth the issueof book selection. As librarians,are we conscious of the goingson around us that will inform thetype of information materials weselect, acquire and stock in thepublic libraries?

In these difficult economictimes the public library shouldoffer a place to read about lifeskills, learn grammar, a nice de-cent environment for somebodywho is trying to get a little peaceof mind. Public libraries are spe-cial and unique because they: Provide access by all to all

types of information materials Provide communities with pub-

lic space Promote mutual support and

social inclusion. Hard eco-

nomic times can be isolating,and public libraries bring peo-ple together in an inclusive,supportive environment andare neutral, safe and non threatening

Are built around trust andcommunity, and provide fam-ily friendly environment

Are non-judgmental and non-competitiveThese values are important in

making people feel respected andvalued. The question we need toask ourselves here is- How canKNLS reach out and make animpact on the many people with-out hope, living in the streets, theunemployed and the depressed?On the other hand, are we ad-equately addressing and manag-ing stress levels among the staff?The fast-paced library environ-ment has called for more thanwhat the professionals did in the

past both in their personal or pro-fessional lives, coupled with thefast development of informationtechnology that has already beenentrenched in the profession.These have turned the library andinformation profession to a stresshigh risk profession (Emmanuel

Ajala, 2011).Skill Soft (2006) described

IT related jobs as the first on theworld top-ten most stressful jobswhile Swanson (1992) explainedthat librarians serving the youth,face many of the same demandsas do educators, a group al-ready identified as high-risk.Ferkol (1998) also declared thatthe level of stress in libraries andinformation centers will continueto rise in the future, if not prop-erly understood and managed.The staff are also facing personaleconomic challenges which evenaggravates the situation further.Stress assessment and its man-agement among librarians andinformation managers need tobe addressed in order to servecustomers more effectively.

The reality of the librarians axiomin economic downturn

By Caroline Kayoro

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For how long shall we talkabout corruption in Kenya? And what is Kenya in this case?Mostly when we hear of or readabout corruption in Kenya, wefantasize and we imagine of acountry out there in space. Weshould come back to reality andunderstand that when they talkor we read about corruption inKenya, they are talking about ourcountry, and they are referringto your area of jurisdiction/where you are operating from.

Experts agree that corrup-tion is a secretive transaction bydefinition and as such is difficultif not impossible to measure ina dependable approach. Whatis more, definitions of corrup-

tion may vary, as do perceptionsof what constitutes corruption inany given context.

However, the cost and effectsof corruption are far-reachingand unfortunately those who donot practice it are the ones whobear the most pain. That not-withstanding, the consequencesof engaging in corruption canalso be damaging. It is thereforeimportant that clear strategies offighting corruption are embracedby all and sundry. Fighting cor-ruption starts with you as an in-dividual. It is an individuals ini-tiative. The following are some ofthe widely accepted tips to helpyou fight corruption:

Corruption at the workplaceBy Nancy Ngugi Respect and protect public

property; Avoid engaging in cor-ruption; Never give or receivea bribe; Appreciate and rewardhard work; Embrace honesty andtrustworthiness; Report casesof corrupt practices to the Anti-Corruption Commission.

Some details to look for whendetermining if workplace fraudis occurring include the follow-ing items suggested by the U.S.Chamber of Commerce: Unusu-al occurrences in the workplacesuch as: Discrepancies of cashamounts; Missing merchandiseor supplies; Vehicles parkedclose to exits; An employees ve-hicle parked in a loading area;Unlocked exits, etc.

US Embassys through its Public Affairs Section,Nairobi has sponsored several programmes inKisumu Library in this last quarter of the financialyear 2010/2011. These include:

Study and stay in U.S.A This was an open forum on what you need to

know about study and visit in the U.S.A. The func-tion was facilitated by the U.S. Educational advisor,Dr. Mari Nelson and Embassy Consular officer Ms.Kara Babrowski on 1st April 2011. The programmecomprised short presentations and open sessionof questions and answers on the education andscholarship opportunities in the US, visa and im-

migration processes. Participants were drawn fromMasinde Muliro, Nairobi, Maseno, Great Lakesand KCA Universities. Others included Kisumu andSigalagala polytechnics, secondary schools and themembers of public. Information Resource OfficerMs Sheilla Weir and Ms Mary Elise Lynch a Fulbrightstudent from USA were also present. Over 600 par-ticipants attended the forum.

In addition, a book reading session for bookclub members from 4 primary schools was facilitat-ed by Sheilla Weir where 375 pupils participated.The book Of Thee I Sing: A Letter to My Daugh-ters, a childrens book by Barack Obama formedthe basis for discussion. The book clubs are part ofthe Americans Corners activities in Kisumu.

Prison Outreach Program A function at the Kodiaga Women prison was

organized for the inmates through the AmericanCorner programme. Activities for the day includ-

ed: beauty contests, catwalks, dogwalks, dances,comedy etc and donations. This partnership is insupport of the rehabilitation and empowerment ofprisoners through provision of information materi-als. During the function 4 desks, a teachers table,a chair, sanitary pads and refreshments for the 110inmates courtesy of the American Embassy weredonated.

Art Workshop A two day art workshop was organized on 21st

and 22nd May for 10 pupils from primary and 20

from secondary schools. The students came up withvery beautiful drawings, some of which were select-ed for an exhibition in Nairobi. The workshop wasfacilitated by Jason Corder from USA.

Youth Leadership in the Community A workshop on Youth Leadership in the commu-

nity was held on 23rd May 2011. This was attendedby students from Kisumu polytechnic, Kisumu Youthgroups, Kisumu day secondary and teachers. It wasfacilitated by Erustus Mongare a Kenyan but a U.Scitizen and Armstrong Ongare from Aid Kenya whotalked on various aspects of youth participationin leadership in the society. The youth were chal-lenged to show leadership where they are and evenstand up to elective posts and also vote wisely.

These programmes can easily be replicated inother branches to make Library a place to be.

American Corner activitiesat the Kisumu Library

By Moses I. Mwandihi

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Dr James Berkley of Alistaire Berkley Trust ensures that noobstacle will hinder the construction of Kibera Library

KNLS Director (right) with the projectmanager inspect the construction ofNarok library in June 2011

Mr. Karani of Longman Publishers admiring books in Buruburu Library

Junior library users pose for a photo with the minister at the Buruburu Librar Culture and Social Services Minister, Hon. William ole Ntimama cuts thetape to officially open the Buruburu Library

A section of the guests during the ground-breaking ceremony of Narok Library

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Minister plants a commemorative tree at Buruburu library

KNLS staff join in a Maasai dance during the official opening ofBuruburu library

Men of the robe were also present during the official opening ofBuruburu library to dedicate the library facility to God. In the mid-dle is Muthoga Ngera, a KNLS Board member.

KNLS members of staff during the opening of Buruburu library

Mombasa CRT story telling session

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Library programs and services largely need delib-erate and sound plans for effective publicity so

that the public will become aware of them and cantake advantage of them. The library staff shouldconsider how to market the librarys most basicservices such as the facilities, the collections, infor-mation access, community information, programs,extra services such as Internet access and outreachservices. Marketers usually speak of showcasing ...In library terms therefore, this could mean publiciz-ing a specific collection or displaying part of thecollection so it can be discovered by the library us-

ers.No one wants to involve themselves in market-

ing and publicizing something that does not liveup to the customers expectation. A good publiclibrary should contribute to the communitys qualityof life and therefore improving the peoples livingstandards. Experts in the field of librarianship assertthat a public library is three different, but equallyimportant, things:

1. It is a community center. Significantly, it shouldbe a nourishing environment, one that peopleenjoy using because it is comforting and at-tractive.

2. It is a recreation center that people should re-gard as an active source of pleasure, whethertheir taste is for genre fiction, popular science,local history, magazines, videos or programs.

3. It is an information center where people shouldbe able to find and use resources effectively.

As you plan for marketing and publicity of li-brary services, always ask yourself the followingquestions: Who needs to know about this? Why willthey care about it? What is the best way to tell themabout it?

This information will give you impetus on howto plan a successful marketing and publicity cam-paign. Ideally, marketing a collection goes beyondeasy access to showcase segments of the collec-tion and bring them to the publics attention. Thisincreases the circulation of the collection and in-creases the value that will be placed on it. An ef-fective publicity and marketing project should resultto not only increased usage of library services but,increased value in the organization, education of

users and changed perceptions.Other relevant but HARD QUESTIONS as sug -gested by scholars include: Is the library building a place people enjoy visiting? Are the grounds attractive and well maintained?

Do exterior signs make it very clear that this is thepublic library even to those with impaired vision?

Have the librarys hours and services been effec-tively publicized through the community?

Is there adequate parking? Can the building be used by persons with dis-

abilities or the elderly? Does the library have good signage with large

print and maximum contrast? Do these signsclearly identify departments and services andguide people easily through the collections?

Are collections and services well arranged and

easy to find? Is the librarys decor attractive and welcoming? Is the library able to support effective, up-to-

date library technology that meets the commu-nitys needs?

Are the restrooms clean, strongly-lighted and asbarrier-free as possible?The library building is the most obvious presen-

tation of the library to the community. A library thatis shabby, overcrowded, behind the times, or hardto use is sending the wrong message to the com-munity. A library that is attractive, distinctive, com-fortable and easy to use is more likely to become avital part of the community.

Apart from using mainstream channels to mar-ket the library, especially the library collection, thereare other various ways that can be employed toachieve the desired goal of ensuring optimum utili-zation of library resources. These may include:

1. Effective special displays/exhibitions of relevantand new information materials. This can bedone by tying such displays to national eventsor special library days.

2. The library can also display within the libraryany major recreational or social interests of thecommunity including: arts, music, genealogyrecords, local history, treasured cultural arti-facts, etc.

3. Displays of special collections such as popularscience books, popular fiction, life-skills booksand fine arts materials

Showcasing such materials helps in highlight-ing parts of the library collection and gives users achance to discover them. They should however be

emphasized by use of captivating signs and labelsso as to woo the attention of everyone visiting thelibrary. For example (in my view) the special collec-tion of popular science could be christened: amaz-

Publicity and marketingof public library service

By Nancy Ngugi, CC

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ing discoveries or mysterious mysteries! collectionof rare and older collection could be dubbed: thecomeback of times gone by! People are attractedto appealing signs and labels and they usually wantto find out the reserves behind them. Fliers, post-ers, bookmarks etc., can enhance communitysawareness of the available information sources andresources in the library.

Most librarians in the public libraries majorly fo-cus on marketing the library facility/building whileleaving out the library collection. If people do notknow what resources are available in the library,there is the tendency of library users bringing their

own information materials and only using the li-brary as a reading space. That is why in some ofthe libraries you might find very useful and relevantinformation materials that have not been used forsome time. Thus, such displays as those alludedto above become very central. It makes no senseto put so much effort into an additional collectionand then fail to market it effectively to the commu-nity. Librarians usually underestimate the amount ofpublicity and marketing it takes to make the publicaware of even the relevant and popular collection.The number of people, who go into mild shockwhen they realize they can have popular and veryuseful and expensive information materials for areasonable loan period, is both amusing and sad.

However, it is important to remember that a ser-

vice is most effective when it is being offered bysomeone who believes in the service and enjoys thework. A poor service offered halfheartedly or inad-equately is certainly not worth marketing. Anotherkey issue is that the most important information thata public library should have is community informa-tion about the community that it is serving. Thisshould be documented and available at respectivepublic libraries. This is the only way that the librarycan be able to identify itself with the community andtherefore serve the members of that community ef-fectively. It should be updated regularly. Though la-bour intensive, community information can attract

some very pleased information consumers. Librar-ies can engage good volunteers to collate com-munity information and also help in marketing andpromoting it.

Most of the times we tend to blame underutiliza-tion of library resources to inadequate marketing. Itis critical to understand that marketing is not an endin itself. Rather, it is a means to an end. Hence theway the library staff present themselves to the userswill definitely affect the marketing efforts and theusers rating of the library. Apart from use of pro-fessionalism and use of quality procedures, libraryservice providers need to establish close relation-ships with as many of their users as possible. Thiswill encourage them to speak out especially aboutthe things that they would probably like changed.

Marketing of public library serviceThe new Nakuru Library

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Kisumu and Eldoret branch libraries are the PLIPgrant beneficiaries. The two libraries set upehealth units to provide health information servic-es. Each library received five computers with highspeed internet connectivity, furniture and books inthe field of health sciences. Access to the servicepoint is free for all those seeking health informationresources. The project was initiated with the inten-tion of achieving the following objectives:

1. Provide reliable and accessible health in-formation in an innovative and meaningful formatto health workers and user communities

2. Work with healthcare providers to positionthe library as a key health literacy provider in thecommunity

3. Engage library professionals to participatein healthcare initiatives for the benefit of the com-munities who are library users

A project evaluation conducted in May 2011,indicated that the project had positively impactedon the intended users and interest groups. Mostof the visits done to the project libraries revealedincreased usage of both the electronic and nonelectronic resources made available courtesy of thePLIP project. Library staff had on several occasionsengaged the health workers and medical studentswho happened to be majority users of the ehealthservice. The assessment revealed positive resultsin a varying degree of success on both the librar-ians and the users. Users (i.e. health workers andstudents) portrayed deep appreciation and attach-ment to the services offered to them. They stressedthat the ehealth information services had enriched

their learning and improved their medical skills.Kisumu library recorded a remarkable milestoneby training 1500 medical students and 35 healthworkers on practical search and use of electronicresource. In addition 25 different individuals weretrained on access and use of health resources atthe two project libraries. The evaluation was carriedout in the two libraries through the use of question-naires, focus group and video documentaries. Outof the 50 questionnaires issued to the respondents,44 (88%) were completed and returned.

Of all the respondents who returned their ques-tionnaires 68% were female while the remaining22% were male. Their age was ranging from 21to 42 years. On how often they visited the library,

Ehealth project inKisumu and Eldoret

By Omar A. Abdi

38% said that they visited the library once a week,29% visited the ehealth section several times aweek, 14% visited on holidays and weekends, 14%visited on daily basis while 5% said they visited theehealth section once a month. Of those who visitedthe ehealth section, majority of them i.e. 82% saidthat they visited to get health information on theinternet, 11% said they were attending a meeting orconference, while only 7% said they were borrow-ing ehealth information materials.

Information gathered through focus group discus-sions revealed that through the use of health informa-tion in the library, the health workers had improvedtheir knowledge on educating the public about preva-lent health conditions. Some health workers who weredoing self study mentioned that they were able to getinformation resources that were not initially availableto them. The use of ICT was the most needed initiativethat the project had brought to the health workers.The technology was appropriate for the target usersas it had improved their skills for service to the com-munities.

Below are some of the Success Stories from thelibrary users

Were KNyendweh, Researcher onPolythene and Community health

I am doing research in polythene and commu-nity health and the library is the only turning pointfor my research work. I got most of my literaturefrom the ehealth resource centre. My findings willhelp the community on methods of disposal andmanagement of polythene papers in this town. Ithappens that I spend 90% of my time using thesevast health resources in the library. I feel honouredto be a beneficiary and hope that my findings willbe widely distributed for the benefit of our society.

Moses Imbayi, Library staff The ehealth services to the health workers has

challenged staff to improve their ICT skills andmade us prepare ourselves for the inevitable. Wecan now train the users on use of online resources.In addition to this, we are glad to serve a category

of clients that were not in our priority list before thestart of this project. Having taken this project fromthe scratch, we want to take it to another height withour gained skills and experience.

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What is a national libraryand how is it different froma public library?

A national library is specifi-cally established by the govern-ment of a country to serve asthe preeminent repository of in-formation for that country. A li-brary is called national when it isthe official depository of printedworks, a general access library,an information/bibliographiccentre and a centre of coordina-tion, planning & stimulation of

the entire library system of thenation.Unlike public libraries, na-

tional libraries rarely allowcitizens to borrow books. Theircollections are for referencepurposes. They often includenumerous, rare, valuable or sig-nificant works. National librariesare usually noted for their sizecompared to that of other librar-ies in the same country.

The International Federationof Library Associations and In-stitutions (IFLA). It has describednational as having special re-sponsibilities often defined inlaw within a nations library andinformation system. These re-sponsibilities vary from countryto country but usually include: The collection via legal depos-

it of the national imprint (bothelectronic and print) and itscataloguing and preservation.

The provision of central services(eg reference, bibliography,preservation) to users both di-rectly and through other librar-ies and information centres.

The preservation and promo-tion of the national culturalheritage.Many national libraries co-

operate with IFLA to discuss theircommon tasks, define and pro-mote common standards andcarry out projects helping themfulfill their duties.

ticularly for small countries whichachieved their independence rela-tively late was the establishing of

dual functioning national librariesi.e. National-Academic, National-Public or National-Parliamentary.

National libraries have animportant role to play in both na-tional and international informa-tion systems such as UNESCOsnational information system (NA-TIS) whose concept implies thatthe government- national, stateor local- should maximize the

availability of all relevant infor-mation through documentation,library and archives services justas in principle it takes responsi-bility for the basic education atprimary and secondary levels ofits citizens.

Responsibilities of national librariesBy Betty Kalugho

The first national libraries hadtheir origin in the royal collec-tions of the sovereign or some

other supreme body of the state.These libraries were simply trans-formed in the course of time intonational libraries during the eight-eenth century. They were the onlytype of libraries that grew rapidlythroughout the eighteenth centuryin Europe as they benefited fromthe spirit of nationalism. In othercountries, national libraries werefounded as completely new insti-

tutions.In some countries the dutyof collecting and preserving thebooks of the country concernedwas undertaken by national mu-seums. The other solution to theproblem of national libraries par-

A reader selects books at a KNLS library

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Each person learns in a different way. If you wantyour child to learn at his /her best, then you needto create a learning environment and more so ahome library that will support the childs specificneeds. Here are simple tips that one, experts say,

can consider in establishing a family/home library.1. Identify a suitable place for reading in your

house: You dont need much space; a cornerof a room with a shelf of books, comfortablefurniture, and adequate lighting are all thatyou may need.

2. Stock a variety of reading material: A varietyof reading materials including paperback andhardcover books, newspapers, magazines forparents and kids, songbooks, catalogs, dic-tionaries, encyclopedias, and an atlas are nec-

essary. These could comprise either owned orborrowed reading materials. Just make sureyour familys library has something for every-one all the time.

3. Eliminate distractions:. Ensure that your familyreading room is free from distractions such asthose caused by television, radio, computers,or video games. A noisy and busy environmentdoesnt help one concentrate

4. Set an example: Let your children see you read-ing books, newspapers, and magazines on aregular basis. If they see you reading daily-both for function and for pleasure - they willmore likely become readers themselves.

5. Have adequate lighting: Either extreme, toomuch light or too little, can cause eye strain

and fatigue, and lower ones reading efficiency.Your child should be able to see what he/sheis reading without strain. If there is adequatelighting, and your child is constantly experienc-ing fatigue when reading or studying, he/she

may need corrective lenses.6. Keep the temperature in the room at comfort-

able degrees: Stuffy and warm rooms put peo-ple to sleep, even over the most exciting andinteresting books. The room where you andyour family read should have plenty of fresh airand have a fairly cool temperature.

7. Assist your family members to establish person-al libraries

Children, for example, often want their ownplace to keep their books. You can help them find

a suitable place for their books. If your childs roomdoesnt have a bookshelf or bookcase, use a box,basket, or some other container; let your childrenchoose the books they want to add to their col-lection whenever possible. A weekend book-buyingtrip to a bookstore would be fun; take your childrento the library regularly.

Remember! Half efforts do not produce resultsit produces no results, work, continuous work andhard work is the only way to accomplish results thatlast a quote by Dr Gonye J.M in Hey! Do NothingBe Nothing 2009 ). The future and destiny of yourchildren lies in your hands.

Creating a good home reading environmentdoesnt have to be expensive. Just put a few thingstogether and happy reading!

The importance of a home library By Anne sembeyian

Creating agood homereadingenvironment

doesnthave to beexpensive.

Just put afew thingstogetherand happyreading!

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What is the best possible environment for learn-ing that you would create for yourself, onewhere you get all fired up and excited about learn-

ing? How will you fit this charged-up experienceinto the total form you are creating for your life, sothere is no overwhelm, no stress, just a great fit? Toavoid all these;

Make sure you have ample time to read: Nor-mally, it will take at least a few minutes to get intoa book. If youre running around and are trying tosqueeze a chapter into a few minutes of time, it maynot work.

Your mind will be elsewhere and by the time itscentered on reading, youre back to what you weredoing beforehand. Give yourself at least 30 min-

utes of time. This helps you become more focusedon the task at hand.Good lighting: Good lighting reduces the strain

reading can put on the eyes. It is important to createa reading environment with appropriate lighting.

Sunlight streaming through the window bright-ens the room, but it might make it difficult to read.Facing the sun could cause shadows to be cast onyour reading material, reducing the contrast of theprint on the paper.

Light cast directly on the reading material, likea high intensity reading lamp, can cause glare onmagazines and other paper that is slightly shiny and

reflective. The best lighting is an indirect light thatfloods the area without making shadowsPick a quiet place: Library is the best place to

study. However when you are away from the libraryand you get distracted easily, it is best to find some-where you can read and have background noisesto a minimal.

Parting shotThe best learning environments are created by

and constructed with our brains, our attitudes aboutlearning, our unwillingness to waste a single mo-ment of thought, and choices which are made.

Once made, lifelong learners cement theirchoices into the best form for their lives by decisive,deliberate actions. This is your life; grow it withlearning that matters because it matters to you. Tryagain it could work this time round.

Make sure you have time to read after doing lotsof work because books enable one to interact withother people worldwide. Believe or not reading isgood for our health. (http://www.lifehack.org/arti-cles/lifestyle/an-environment-for-learning.html)

The best learning environmentBy Anne Sembeyian

Britains Education SecretaryMichael Gove said that an11-year-old should be reading50 books a year. We may readfor entertainment, to pass thetime, to visit other worlds or toexpand our sense of what ispossible. We hunt for treasure,rarely satisfied, but seekingnew things, clues and answers

to what our lives are meant tobe. At best, perhaps, we readto challenge ourselves and tobe changed. Below are somereasons why you should readendlessly.

Carol Gormans Top TenReasons to Read, Read,

Read!1. Reading helps you become

an interesting person. (Im-press your friends, dates,

and future in-laws)!2. Reading helps you learnhow to write correctly. (Getgood grades, make yourgrandmother happy when

Reasons to Read, Read, Read!By Sharon N. Mainashe reads your well-writtenthank-you notes, and impressyour future boss wholl pro-mote you because you expressyourself so well).

3. Reading develops your im-agination. (Write terrific sto-ries for school, cook up funnyideas for friends, and maybeeven earn big bucks writingscreen plays for Hollywood!Riverhood! Or Nollywood!)

4. Reading entertains you. (Nomore long boring car rides,waits in the dentists office ortoo-long vacations and holi-days when you cant think ofanything to do.)

5. Reading teaches you aboutthings unfamiliar to you.(Write A+ reports for school,

impress your friends, and earnbig prizes on TV game shows!)6. Reading takes you to places

youve never visited. (Readabout actors on Broadway,

bullfighters in Spain, and as-tronauts in space).

7. Reading takes you to timesyouve never experienced.(Spend a week in Colonialtimes, or experience the burialceremony of an Egyptian king,or learn what life was likewhen William Shakespearewas writing Romeo and Juliet).

8. Reading introduces you topeople youve never met. (Findout how the Amish live, or howa celebrity spends his/her day,or what rugby or a footballplayers practice is like).

9. Reading introduces you to newideas. (Learn about the beliefsof the worlds religions, whysome physicists believe thattime is circular instead of line-ar, and how scientists speculatethat our thoughts can influence

the outcome of experiments).10. Reading is FUN! (Laugh outloud! Gasp in disbelief! Feelyour heart beating in sus-pense!)

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In a business environment, cli-ent management is a priority.Dealing with tough client is notalways easy but when executedprofessionally, it pays back agreat deal. Yes - people mayhave their own shortcomings, butyou need to be cautious how youdeal with such customers as longas they still bring business to you.

Dealing with customers who arenot behaving in a manner that isexpected of them requires one tobe very focused and tactful. Edu-cating, negotiating and explain-ing are preferred options whenit comes to dealing with disa-greements with a difficult client.Management experts have high-lighted the following as some ofthe types of difficult customers

and ways in which one can dealwith them.The Spartan/basic customer:

This is a simple minded customerwho gets angry about anything

and everything, and heaps allthe blame on you. Hell be an-gry that you are charging himoverdue fine, hell be angry thatyou close the library at 6.30 pmand he will also be angry that thequeue is not moving.

How to Deal with Them: Letthem know that you understandtheir anger, and that you can

empathize. They dont currentlysee you as a person, but rather acorporate face, so if you can em-ulate them to the point that theysee themselves in you, theyllstart acting more civilized. At acertain point you might be forcedto show them the rules and regu-lations that guide your decisionsfor them to know that you areacting not at your discretion but

according to the laid down pro-cedures.The Mind Changer: This one

repeatedly changes their prefer-ences, wants to start and cancel

a service, or wants to changethe color or size of a product.They just cant figure out whatthey came to you for, and theyreupset that your business doesnthave the limitless flexibility to sa-tiate them. The mind changer ismostly indecisiveness, hell wantto consult Law and Agriculturebooks; he also wants to read a

childhood story book at the sametime. He wants you to leave theother clients un-attended so thatyou can attend to his never end-ing demands.

How to Deal with Them:Reason with them and let themknow that it costs you time andmoney when they keep changingtheir mind. Try to shift their focusonto what theyll be getting rath-

er than how much it costs--thereason they keep changing theirmind is almost always time andmoney. Tell them politely that you

How to deal with tough clientsin a business environment

By Joseph Njeru John

KNLS staff member welcomes clients during the Buru Buru Library open day

Turn to page 23

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Dealing withtough clients

have other clients to attend to and they also needto be served.

The Business Owner: This one has his own busi-ness, and it runs better than this business youvegot here. In his company, customers are treatedimmediately and the prices are fair. And he knowswhat you paid for that thing; and he wants you togive him at that price, or hes walking away! Never

mind that as a business owner, he should know howdifficult it is to deal with bad clients and make aprofit. In this group are people who use other typesof libraries like the academic libraries and theycant understand why you are not operating like theothers.

How to Deal with Them: Talk business with them.Explain that it doesnt profit you to make custom-ers upset, and that theres a very good, businessreason for everything that you do. If youve madea mistake, own up to it, and remind them that allbusinesses make mistakes, and how they deal withthem is what matters.

The Talker: The talker is possibly the worst typeof client to have, because they may be friendly asthe dickens and all around. But theyll talk and talkfor hours. These could be clients who are boredat their places of work and have realized that youmight be having plenty of time spare to chit chat.Often theyll tell you about their pets, or give you asob story to explain why you shouldnt charge themwhat you charge everyone else.

How to Deal with Them: Tell them youve got tohelp other customers, and youve got to go. Thankthem. If youre on the phone, use any pause afteryou say this to say goodbye and hang up. Theyllget the message. You should never lie to these cus-tomers, because theyll be severely offended if theycatch you in a lie.

Conclusively, any contact with any type of a cli-ent should end up in a win-win situation. Rememberyou are in a business, and not a personal vendettasession. If you win, the organization wins and theclient wins in terms of customer satisfaction. Leave

your baggage at home, at the gym, etc. Patience,respect and humility lead to a productive engage-ment, which is the desired goal for everyone. Whenyou show disrespect towards your client, no onewins. For all of us, winning s always the best option.

Performance Management is a process of estab-lishing a shared understanding about what is tobe achieved and how it is to be achieved. It is asystem process where an organization involves itsemployees as individuals and members of a groupin improving organization effectiveness in the ac-complishment of its mission and goal. Performance

management in an organization should exist atthree basic levels as follows:

1. At the organizational level2. Departmental level3. Employee levelThere are various aspects that can be consid-

ered in improving performance. These include: Plan well and comprehensively Know your baseline from which you gauge

your improvement. It is important to knowwhere you are, where you want to go andhow to get there

Set targets/aim at results Monitor your targets Take corrective action/measures Network Avoid complacency Work on worst case scenario Reward

Penalize Recognize Appreciate Compliment Empower/delegate Involve Where and when necessary avoid Where necessary accede Train and develop Form teams Manage threats Provide leadership Above all pray God for guidance

The art ofperformancemanagement

By Cyrus Ndogo, PlanningFrom page 22

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Feedback from alibrary user

Icommend the KNLS team for theprompt solution and guidanceprovided during my recent visitto the Nyeri Library. I was franklyimpressed by the seriousness withwhich my problem was tackled byKNLS staff.

Mr. Mutiso did indeed get in touchwith me and I believe I can now ac-cess all the facilities with ease. If Imay say so myself, I believe that yourinstitution is indeed rising to the oc-casion and I will most definitely re-

main a committed customer as wellas a very satisfied one. Again manythanks to you and your entire team.

L i

Quotes Let books be your dining table, and you shall be fullof delights. Let them be your mattress, and you shall

sleep restful nights.- Paul Sweeney

***** A Good Book on Your Shelf is a Friend that Turns its

Back on you and Remains a Friend- www quotegarden com

Ronel Ellof of Pearson Foundation with junior readers at Thika Library

Demystifying AIDS

You need to take care; AIDS is around us, the only wayto be safe is to observe proven protective measures,get an HIV test, and support those infected. AIDS is ourproblem, and only us can address it effectively.

The Kawi Campaign

Being HIV positive isnt a death sentence. There is awealth of information on how to live with HIV. Remember,the virus isnt in control -- you are!!

kenal news 10_ july 2011

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