Posts tagged ‘Amy Kearns’
The follow-up meeting for those who attended the Mid-Atlantic Futures Conference takes place tomorrow morning at the Princeton Public Library. I’m really looking forward to it and I’m really excited about it. No doubt Pete, myself and others will have much to say!
You can finally check out the hand-outs and materials, etc. from the conference here!
(Hmmm I kinda like the sound of that)!
So I have been tagged here and on the PML blog – do I have to come up with 16 things or should I just refer you there!? ;-) EDIT: Okay I managed to come up with 8 more – if you’re really bored or interested check them out! ;-)
Well, I’ll do 8 here and then see what happens:
1. I like to keep my fingernails really short because I can’t stand typing on the keyboard with long ones. I spend so much time typing that it really is an issue for me and I can now hardly stand for them to be much longer than the very end of the tips of my fingers. This is okay though because I also pretty much prefer them this way and like the way they look. I also like to paint them dark red.
2. When I was little we had a tire swing in the backyard, hanging from a very large, old tree. I used to play outside on that tire swing all by myself for hours! One thing I would do was to “broadcast” my own radio show while I swung around (weird).
3. I have worked in the following places: a 5 & 10 store; CVS; a Mail Boxes, Etc. (no, it wasn’t a UPS Store back then); a Manhattan publishing company; the Clifton (NJ) Public Library; and now at the Paterson (NJ) Free Public Library. It NEVER occurred to me to become a librarian, not even once, for one second, even though I went there ALL THE TIME, until about the year 2001.
4. I used to have a really weird habit of washing my feet before I went to bed. I just hated the idea of putting dirty feet into my bed. I don’t know why I used to do that, and I don’t really know exactly when or why I stopped doing that.
5. I don’t really like to cook. My husband doesn’t really like this fact about me.
6. I have never, ever, ever smoked a cigarette. Not even one puff once to try it. Never.
7. The first car I ever owned, which I bought myself, was a used Nissan Sentra. Stick shift. I didn’t know how to drive stick. I couldn’t even drive the car home myself. While learning to drive it, I once drove it right through the garage door! The only person who finally succeeded in teaching me how to drive that thing was a friend of my mom’s. She was also my brother’s Pre-K teacher and also then became a librarian!
8. I used to be a soccer superstar!
And, I’m not tagging anyone else. I hope that won’t bring me 8 million years of bad luck or something…!!??!?
I have been thinking about this a lot lately and starting to talk to some people about it. I am happy to have found out that Leslie Burger, current ALA President and Princeton (NJ) Public Library Director is also interested in this and is looking (I believe) into ways of assessing and addressing it…..
I just wonder what our current library students are learning and if they are learning about Web 2.0 technologies, customer service and the importance of these things to libraries. If we are spending time and effort to “catch-up” our current librarians, unless we are producing librarians who are “up” on these things, we will be fighting a losing battle.
I have been out of library school since 2003 (and that is even longer ago really than 4 years when you take into consideration how technology and the world changes even faster and faster as time goes by). None of these Web 2.0 things were being talked about then, but they really weren’t on the radar then. I had some wonderful professors. I am sure that there are some wonderful professors now who are teaching these things or who are open to them – maybe the library students are teaching them in some cases! – and I am not disparaging library schools or professors. I just don’t want us to focus all of our efforts on the current librarians only to find that the “new” ones also need such “catching-up.”
You might assume that all “new” librarians are “young” librarians. But this is certainly not the case, just as it isn’t the case that all “young” librarians and people know and embrace all of the Web 2.0 technologies and approaches or realize their necessity in the library world.
A colleague shared this (and he can identify himself, elaborate, or not, I have altered the quote a bit for privacy, and hope he doesn’t mind):
I did a talk for (a class) as recently as October 2006. By show of hands, maybe 2 out of 30 in the class had any idea what RSS is, or read any library blogs.
I found this upsetting (because) RSS IS an information literacy technology. Perhaps it is THE single best technology for allowing us to manage the flow, display, sharing, and consumption of information. As promoters of information literacy, librarians should be ALL OVER THIS.
You know, you could say that perhaps they are using RSS and don’t know it, like many “lay” people who are using it but if you ask them they have no idea that they are! Although I think the point is they should know… However, the part about not reading library blogs is just inexplicable!
I posted about it on another blog and got an interesting reply from a library student:
I’m in library school right now and I’d have to say that there’s a division of thirds in regards to the level of skill we future librarians have: a third of us are really up to
date on technology, web 2.0, and the like; a third don’t know a lot about these
things, but really want to learn more and take all sorts of tutorials and short courses from our IT lab (staffed by fellow students) to expand their knowledge/understanding/use of these technologies. The last third don’t have much interest in learning about these technologies, or perhaps don’t even know that this is something they should be teaching themselves… something that’s vital. Kind of like marketing ;)
… And maybe you’re right about needing to educate our professors. I think they also fall into the three categories: those in the know, those who want to be in the know, and those who think it’s relevant/unimportant or are unenlightened.
Let’s make sure we take an even broader view – look at the even bigger picture – and make sure that the librarians of tomorrow coming out of library school will truly be librarians of tomorrow and not librarians of yesterday!
(Maybe things aren’t as bad as I fear – can anyone help me out here?!)
I received this message from Leslie Burger -
I’ve just appointed an ALA presidential task force on library education to
take a look at what is being taught in library schools, consider core
curriculum, and how the LIS curriculum needs to match what we need in the
marketplace. ALA Past President Carla Hayden is chairing the TF which
reports back to the ALA Executive Board with the recommendations at the 2008
At The Futures Conference, Peggy Cadigan and Barbara Cole stayed up all night working up this great powerpoint to capture all the great thoughts and comments that came out of the World Cafe that took place after a great day of presentations!
Take a look here!
(Great use of SlideShare.net too!)
The World Cafe was a chance for everyone to socialize and talk about what we had experienced throughout the day. We were in small groups and talked aabout a question that was posed something like, “If you die 100 years from now what will be different about the world you leave compared to the one you came into?” And one other one I can’t recall right now – help me out someone!
FYI if you look at the pictures, the World Cafe pics are the ones that show lots of glitter and stuff on the tables and tables named after books and/or movies, and all those newsprint papers hanging up with all our doodling, drawing and brainstorming on them! It was fantastic and excellently created, organized and run by Peggy and Barbara! Kudos!
I just came across this article in OCLC’s NextSpace No. 5 (from Dec. 2006 – Yikes! Where was I!?) Are You Asking the Ultimate Question? which talks about a book by Fred Reichheld, The Ultimate Question.
This article talks about how the most important question to ask of your customers/patrons is “Would you recommend us to a friend?” In fact, the argument is made that this need be the ONLY question if you survey. Yes, a one-word survey!
I actually heard this recently when I toured a hospital in Paterson – they have this question stated explicitly as a goal – “Would you (in this case the employee) recommend this hospital to your friends or family members?” A pretty good question to keep in mind! I think it is a good thing just to ask ourselves to make sure we are providing a level of service that we would be proud to offer to our own circle.
Which reminds of something I heard recently about the bathrooms in some public libraries – the staff wouldn’t stand for having to use them and have their own bathrooms which are in much better shape, but they expect their patrons to use them all the time!? This is like a “home” and the patrons are a guest in your home – is that the bathroom condition you would present to your guests at home?
Anyway . . .
Fred Reichheld is saying that the answer to this one question could determine the future of your business or library.
With something that is this “old” (the book came out in January 2006) I always worry that someone else has already addressed this, but it is totally new to me and I think very important for libraries.
Nonbusiness organizations also have customers; they need to delight the people
they serve, and they too can benefit greatly from the use of one simple metric.
- Fred Reichheld in NextSpace No. 5.
Wow! DELIGHT the people they serve! What a novel idea! So how does this one question work?
You ask a question such as, “On a scale of 1-10 how likely are you to recommend us to a friend or colleague?”
Promoters score 9 or 10 – are loyally enthusiastic, keep coming and urging others to do so
Passives score 7 or 8 – are satisfied but easily wooed away
Detractors are the rest – UNHAPPY CUSTOMERS, feel ignored/mistreated, plot to get even!
Sometimes a follow-up question is asked to gain more insight. “If you would not recommend us, why not?” (Those answers might be hard to face!)
Ironically, customer loyalty provides companies with a powerful advantage – a
battalion of credible sales and marketing and PR troops who require no salary or
commissions. Yet the importance of these customer promoters is overlooked. -
Fred Reichheld, NextSpace No. 5.
We already know the power of negative experiences in stores or libraries and the studies that show that if a customer has a bad experience they are likely to tell (something like) 12 people! If they have a good experience they don’t tell nearly as many. It takes way more positive experiences to overcome one negative experience. We need to create as many positive experiences, and positive, PROMOTER-users as possible!
I recommend you read the article if you’re not familiar with this – it also contains information on the OCLC report Perceptions of Libraries and Information Resources. Steve Hiller also provides a lot of information in this article.
I plan to check this out some more and do some reading on the blogs related to this idea. I think it would be fascinating to do this type of one- or two-word survey and see what we get!
One other question I want to bring up here is “What business are we in?” I used this today when a volunteer came to me with yet another ripped magazine cover, very distressed. I told her that we aren’t in the business of preserving magazines perfectly forever. We are in the business of providing magazines to be read. True, if one person destroys a magazine they are obstructing others from having access to it, but some ripped and torn covers is not really the priority of our business.
So I say, ask yourself, “What business are you in?” and then ask yourself and your customers, “Would you recommend us to a friend or family member?”
Okay sorry I’m having trouble in the comments but the link for the new forum on Net Promoter is:
Sorry I couldn’t edit or delete those messed up comments b/c I didn’t install greasemonkey yet per Peter! :-)
I’ve just come back from the HRLC Annual Meeting up at the lovely Parsippany-Troy Hills library (I really like the library’s “opening doors to the world” logo and mission). I went as an employee of an HRLC member library, and as the Chair of the HRLC Technology Committee, and also as a representative from the NJLA Member Services Committee. This is the first year I’ve been able to attend the annual meeting and I have to say it was great!
Norma Blake, the State Librarian, was there sharing about the State Library and what it’s up to and where it’s going. I just want to quickly share that everything that Norma talked about was very exciting and really “on track” from my perspective of what libraries in NJ need.
(Apologies if I’ve gotten anything incorrect here or misrepresent anything – please put me straight anyone if so!)
This presentation was similar (though much shorter) to the one presented at NJLA last month by the State Library and seemed very focused and more specific. It was also clearly influenced by the Futures Conference which was what I was so excited to see!
I heard things that came directly out of the conference such as the fact that they will have a position for Urban and Adult services – they already have teen services and now they want to focus on the needs of urban libraries and of the needs of the increasingly older population – Norma specifically said they will be working with Americans for Libraries Council which was what Mary Catherine Bateson spoke about when she did her presentation on “active wisdom,” and the importance of the relationships and value that the older generations bring, and their worth and place in society. It was also what the demography program showed us – the boomers are getting older (sorry guys!) and they are a large population! Clearly, the State Library is paying attention and responding!
Norma shared that they are “reworking” some positions – since they can’t afford to just create and hire new people. For example, Peggy Cadigan’s role is going to evolve into an “Innovations” position where she will be a member of a futures group and attend conferences and meetings about the future that are held by not just libraries and librarians, but by other fields too so that we will know what’s ahead “down the pike” not just for us, but in other areas – areas and things that will certainly impact upon us! VERY exciting – for Peggy and for NJ libraries and librarians!
They are also going to have a Technologies position and want to create a help desk and have assistance available for libraries. This is all of course in addition to the great marketing and pr work they are doing, the other initiatives and efforts they are pursuing. This is by no means a comprehensive list!
I also think the idea of creating pilot projects in each region to demonstrate the value for the constituents is great – the pilot projects also aim to attract new users.
I spoke to Norma during the break to tell her that I am very excited by everything she talked about – she even has a plan for how to proceed following the Futures Conference! The New Jersians who attended the conference will be meeting up for an “After the Futures” meeting to continue to talk about what we heard and saw and brainstorm how specifically to proceed in NJ. From this brainstorming meeting we will see what ideas shake out and then we will invite input from all and develop some plans around the ones that get the most support.
I am really excited (did I say that already?) to see ACTIONS coming out of the Futures Conference – after all, it was called Imagination to Transformation, and transforming requires action! I am really happy to see the State Library taking a strong, specific leadership role for the future of library service in New Jersey!
There was more of course, and the Strategic Plan for the Highlands Regional Library Cooperative was shared and voted on – awards were given out and food was had! Unfortunately, I didn’t have time to take any photos what with manning the Member Services station and attending the meeting, but I left there feeling very energized! Hopefully we will find out more about all of these things soon!
P.S. You can now blog and read about reactions to the Futures Conference on that blog and there is a new flickr page for the photos! I also see a video posted with Peggy in it but I haven’t viewed it yet! Still looking around for those slides from the presentations though ….