the reluctant intrapreneur: becoming the info center ceo
DESCRIPTION
Special librarians have always managed information centers within larger organizations, but we don’t always see ourselves as business owners. Mary Ellen Bates gives you the tools to think like an internal entrepreneur, negotiate painlessly, stay customer-driven, and use “un-marketing” techniques to communicate effectively with your clients. This presentation was given at the 2014 SLA Annual Conference, June 8, Vancouver, BCTRANSCRIPT
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Mary Ellen Bates
BatesInfo.com
SLA 2014
June 8, 2014
The Reluctant Intrapreneur
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Tweeting this?@mebs
#SLA2014
Slide deck atBatesInfo.com/extras
Slideshare.net/maryellenbates
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Are you a reluctantintrapreneur?
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Do you want to give upyour paycheck and run
your own business?
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Could you run your infocenter better than some
random executive?
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An intrapreneur’s tool kit
Clear understanding of value
Self-correcting client focus
Negotiation jujutsu
Guerilla marketing
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A value proposition forthe library?
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Who are your key markets?
C-suite
Value-creators, revenue-generators
Decision-makers
“Is this client urgent or important?”
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How to best meet their needs?
What do they think they want?
What don’t they know to ask for?
What can’t they get anywhere else?
What could have the greatest impact?
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What do they value the most?
“I’m sure that they value ....”
How do you know?
Time for reality-check interviews!
BatesInfo.com/interview
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Reality-check interview
How do you prepare for a strategicdecision?
What do you do after you've Googled?What else do you need to know?How do you stay on top of our issues?Client does all the talking. You do all
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Senior executivesReduce risk, better decisions
Knowledge workers/analystsBetter info, better answers
Sales staff, interns, “learning users”Quicker, better answers
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What do they value the most?
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Who are your competitors?
What else do users rely on?
How do they access information?
Are you as easy as their smart phone?
How can you compete?
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Provide higher value
Create library of deliverable templatesPolished, user-friendly, distilled
Offer insights, narratives
Provide decision-ready deliverables
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Self-correcting clientfocus
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Think strategically
Do you know your org’s strategic goalsfor 2014?
Are you visibly contributing to thosegoals?
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Are you frictionless?
How easy is it to find you?
How easy is it to talk with you?
How responsive do your clients say youare?
Have you asked them lately?
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ASK for complaints
Did you get what you wanted?_______How easy was it to use?____________What would make it more useful?____
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“In the beginner’smind there are many
possibilities, but inthe expert’s there are
few.”
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Zen Mind, Beginner's Mind
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Purge your assumption buffers
What’s most valuable now?
What can we retire?
Who’s doing interesting things?
What’s the scariest thing I coulddo next?
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Negotiation jujutsu
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Focus on results you both want
Interest-based rather than position-based discussion
Aim for what's ideal, not what you'llsettle for
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Focus on now, not history
Current situation, not what got youthere
Focus on the problem, not each other
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Know when you have leverage
When offered job or promotion“Hmmmm, the figure I was expecting wascloser to $X. Could you walk me throughhow you arrived at $Y?”
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“No” isn’t always “NO”
No just means give me a reason to sayyes
What else can you offer?
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Be able to walk away
Never invest more than you can leaveon the table
Listen to your gut
Stop caring about the outcome
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Guerilla marketing
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Info landscape, 2014
Google is good enough
All searchers are above average
Free is good
Too much info is bad
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How do we respond?
Are you choosing the best tool?
Are you finding info or answers?
Can we get you better answers?
Do you know when to bring in a pro?
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Dare to compare!
ID a group that doesn’t use the library
Show them a better Google search
Show them what else you offerFaster, easier, tangibly better
Monitor results
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Open their eyes...
Show them the best search toolsOpen web: Google AND BingSocial media: Topsy AND TwitonomyOpen web sources: Wolfram Alpha
AND the premium search services
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How to communicate this?
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Are you client-driven?
Are you creating new info-pain solutions?
or are you just keeping up with requests?
Turn lowest-value requests into self-serve
Collaborate more, rip-n-ship less
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Indispensable info pros
What are you to the bottom line?
Overhead to be controlled OR
Involved in accomplishing strategic goals
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Can you show $5 return forevery $1 invested?
owl.li/vTluS
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Let’s own our expertise!
Info pros take 1/3 the time
Average searcher:
Clicks only first few Google results
Doesn’t go to page 2
Uses 1 or 2 search terms
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Let’s own our expertise!
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0%
5%
10%
15%
20%
25%
30%
35%
#1 position #2 position #3 position 2nd page
% of traffic, based on SRP position
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Indispensable info pros
How do you communicate your value?Annual value/ROI reportValue-rich vocabularyTangible results
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“About us”
Does your web site talk about value?
Do you profile your info pros?
Do you talk about WHAT you do orWHY you do it?
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It is your job todemonstrate your
value,not your clients’ jobto figure out your
value.40BatesInfo.com
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reluctant—entrepreneur
.com
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Contact Mary Ellen at:
+1 303 772 7095
Twitter: @mebs
Linkedin.com/in/maryellenbates
Reluctant—entrepreneur.com
BatesInfo.com
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