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 ….
Immediately after I posted that bit about “Change is inevitable. Growth is optional,” right before the Futures Conference, I realized it needed an amendment. It needed me to add that I am such a hypocrite!
I am a huge advocate of using “2.0” things for libraries – blogs, wikis, podcasts, etc… and not being AFRAID of CHANGE and of doing some different things. And here I am, NOT blogging really! I posted that post and then went off to take a shower and it was there that I realized that I have to admit and face up to MY fears and issues if I am going to be talking to others about CHANGE – FEAR – GROWTH and their issues.
My fear is of not being perfect; not being good enough – liked – accepted; etc…. That is why I have been avoiding blogging. This is a true soul-baring admission. I want to blog. I often think of things to blog. Yet, I allow my fears to hold me back.
Well, no more! I am realizing my fears, admitting them, and challenging them. Just as I want to be able to challenge everyone else to do! So, as I go forth and blog and challenge you (hopefully) you can know that I do so with a clear conscious having admitted this and having started to face my own fears!
At the conference Robert said to me that people appreciate honesty and that’s what is most important. Well, consider yourselves warned . . .
[Thanks to Robert and Pete for discussions surrounding this topic at the conference! It helped a lot!]
Wow! How will I get the TIME to deal with all that happened at the Futures Conference? Time was one of the major themes throughout the conference: Time is “speeding up,” we have a “distorted sense” of time; etc…
Some of the other themes were:
Change (of course)
People – we need to focus on, not just books, information, etc.
Reflection – people need space/time to reflect on all the amazing experiences that new technologies allow us to have – the library could be the perfect place for that!
(I’ll add more later)
I am eager to get some of my notes and thoughts out there – I think Pete’s first post did a great job of capturing the “library spaces” program and I hope he’ll share more of his notes!
For now, here are a few resources, b/c I am eagerly awaiting the posting of all the presentations, podcasts, information etc. from the conference:
Those are the only ones I can put up quickly – I really can’t wait until all the materials are made available so that they may be shared as widely as possible with those who were not able to attend.
I also really love when different things start to “come together.” I found these things last night and they really relate to the conference:
Actually, I think all of those resulted originally from me looking at Helene Blowers’ flickr site!
I have already had to create a “futures” folder for myself for all the things that have been flying around today already as a result of the conference! That is probably one mark of an excellent conference!
Lots of friendly, happy, familiar NJ librarians are here! And lots of happy, friendly and not-yet-familiar out-of-state librarians are here!
The wireless here in The Borgata seems to be great in some places and not-so-great in others, despite the promise of free wi-fi all over the hotel! Tomorrow I have to conduct a webinar from here and I have finally secured a location but now need to confirm decent Internet access (more on that later).
The first session here was already inspiring – I went to Salvador Avila’s presentation (I believe many presentations and even podcasts and information is to be made available on the Palinet site) and already, from that session, I was invited to take part in some “brainstorming” for a project – however, I had previously arranged a brainstorming lunch with Pete so I’ll have to be brought up to speed on their brainstorms later on!
There’s tons of brainpower here! I started that post this morning at 9am and couldn’t get enough good online time to justify running my battery on the laptop down, so I took hand-written notes and will post those tomorrow – it’s 12:35am! – so that is today, I guess! I would have done it earlier tonight but I was very good and attended my online class from 7-9pm!
I have already posted my first set of photos on flickr – I’m exhausted though so more from my notes tomorrow!
[Note to Pete and self – we forgot to talk specifically about CLENE!]