Posts by: cherylg
Dan Pink is coming out with a new book on December 31, 2012. It’s called, To Sell Is Human: The Surprising Truth About Moving Others. To “sell”, for him, includes much of what we do all day which is convince, persuade and motivate people to do what we want or need them to do.
An [...]
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“How does one correct imperfections without noting them, when noting them means being tagged as negative? “ was the question I recently discussed with one of my librarian contacts. It’s a question that comes up a lot in my work these days with managers and their teams. I realize that I have answers to that [...]
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My colleague Gail Griffith and I did a preconference at ALA called Mental Model Busting. One of the mental models we explored was community engagement. As you might guess, people’s mental models of community engagement were all over the map. Not that there was disagreement, just wildly different assumptions about what is meant by “community [...]
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Everyone seems to be saying….
We need to be responsive to our communities! We need to innovate! We need to do things differently!
They may be right, and the question is HOW do we do these things? I believe there is a set of skills we need in order to get where we want to [...]
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In my talks with directors and library managers, I often hear “we want more accountability” or “how can we get staff to make more decisions on their own, they always come to us for answers”. It’s like a riddle that everyone asks but few people answer.
If people are afraid to make decisions or are [...]
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On an evaluation from a Fully Engaged Customer Service workshop I taught, someone made this comment: “I would like to see some techniques for dealing with unreasonable people that don’t require us to sacrifice our self-esteem” I wish I could talk to the person who wrote it. As much as it might feel like it, [...]
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Today I attended Laurie Brown’s ALA webinar on customer service. I do a lot of customer service training, and I wanted to hear how others approach the topic. And here’s what occurred to me:
Almost 300 people paid to attend the webinar, which tells me there’s a lot of interest in “customer service.” But what [...]
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My mother, who knows about the work I do in libraries around culture change to produce vibrant organizations, sent me an article from the New York Times Magazine online called “Why Some Countries Go Bust” (http://tinyurl.com/79vylps). The article reviews a new book by Turkish M.I.T. professor Daron Acemoglu and his collaborator James Robinson called “Why Nations Fail,” What seems [...]
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When somebody says “customer service” what comes to mind?
Is it a smiling person using open gestures and asking how they can help? That’s where most people’s minds go. What’s missing is all the things that happen behind the scenes. Customer service starts long before and far away from the public service desk and involves [...]
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In my Edgy Librarian webinar on Culture Shift in Libraries, I asked the question “Does it feel like, all of a sudden, everyone is talking about the need to be creative and innovative?” Most of the people on the webinar responded “yes.” Much of the webinar covered why this is so, and what to do [...]
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