michelynn mcknight - workshop agile librarian
TRANSCRIPT
![Page 1: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/1.jpg)
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
![Page 2: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/2.jpg)
![Page 3: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/3.jpg)
![Page 4: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/4.jpg)
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
![Page 5: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/5.jpg)
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
![Page 6: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/6.jpg)
Professionals
Know Show Tell
![Page 7: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/7.jpg)
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
![Page 8: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/8.jpg)
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
![Page 9: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/9.jpg)
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
![Page 10: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/10.jpg)
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
![Page 11: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/11.jpg)
Immediate welcome needs
Informed Entertained Perceived value(worth their time) Fast service Safety Feel SPECIAL!
![Page 12: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/12.jpg)
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
![Page 13: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/13.jpg)
![Page 14: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/14.jpg)
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
![Page 15: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/15.jpg)
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
![Page 16: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/16.jpg)
![Page 17: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/17.jpg)
What’s Politics?
INFLUENCE
3. Expanding your influence
![Page 18: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/18.jpg)
3. Expanding your influence
Effective organizational politics
Lessons from the professionals in government
Building positive political capital
Advocacy outside the institution
![Page 19: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/19.jpg)
Personal politics (Wolfe)
Understand your corporate systemKnow when to hold and when to foldBelieve in win-winPlay fairThink first, act later
![Page 20: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/20.jpg)
Politics:Know your organization
What’s the business?Who’s where in the organization?What’s the culture?
![Page 21: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/21.jpg)
Politics:Build a Positive History
Respect and self-respect Face time -- appointments and walk-abouts Meetings Receptions, parties and events Champions in reserve
![Page 22: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/22.jpg)
Politics: Inform the Decision Makers
Solve their information problemsTell the good thingsTell your boss the bad things (no
unfortunate surprises)
![Page 23: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/23.jpg)
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
![Page 24: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/24.jpg)
![Page 25: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/25.jpg)
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
![Page 26: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/26.jpg)
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
![Page 27: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/27.jpg)
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.”
![Page 28: Michelynn McKnight - Workshop Agile Librarian](https://reader036.vdocuments.site/reader036/viewer/2022062418/554fc583b4c9053d018b4df6/html5/thumbnails/28.jpg)
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