Service Excellence
positioning
library staffs for
the future
September 21-22, 2009
The New York Public Library
New York, NY

Retaining Excellence: Capturing the Wisdom of Your Own Experts
Megan Z. Perez
Monday September 21, 2009
The New York Public Library
New York, NY
Service Excellence | September 21-22, 2009

Succession Planning vs. Knowledge Retention
Service Excellence | September 21-22, 2009

What’s the purpose of a knowledge retention program?
Is it necessary?
Service Excellence | September 21-22, 2009

50
40
%
change 30
by age
20
group
10
0
-10
35-39
40-44
45-49
65-69
50-54
55-59
60-64
70-74
age
Service Excellence | September 21-22, 2009

Just what do you mean by
“knowledge” exactly?
Service Excellence | September 21-22, 2009

Simple, but
not easy.
Service Excellence | September 21-22, 2009

Inventory your skills.
Service Excellence | September 21-22, 2009

Identify who has the knowledge
with an attrition profile.
Service Excellence | September 21-22, 2009

Build Your Case
With Chalk.
Sorta.
Service Excellence | September 21-22, 2009

1. One chalk mark $1
2. Knowing where to put it
$49,999
Service Excellence | September 21-22, 2009

documentation mentoring CoPs
Service Excellence | September 21-22, 2009

Run short. Think long.
Service Excellence | September 21-22, 2009

Overcoming Barriers
Yeah yeah…
Resistance is…
Service Excellence | September 21-22, 2009

The Role of Technology
Service Excellence | September 21-22, 2009

John Dewey, Tara Hunt, and
Ewe
Service Excellence | September 21-22, 2009

Tara Hunt:
speaker, blogger,
author, consultant.
Photo credit: Lane Hartwell
Service Excellence | September 21-22, 2009

Service Excellence | September 21-22, 2009

John Dewey (1859-1952):
philosopher, pragmatist,
psychologist, educational
reformer, and original sheep
tosser.
Service Excellence | September 21-22, 2009

Wrap-up
Simple, but not easy.
Build your base.
IT comes last.
It’s okay to have fun.
Service Excellence | September 21-22, 2009