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This is the presentation I gave for my job interview on 5/8/12 at Yale University for my current position as Associate Director for Resource Sharing and Reserves.

This is the presentation I gave for my job interview on 5/8/12 at Yale University for my current position as Associate Director for Resource Sharing and Reserves.

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  • 1. Solve for XTom BrunoHead of Resource SharingHarvard College Library
  • 2. The EquationIf Dedicated Library Staff +Effective Communication +Well-implemented Technology +X =Excellent Customer Service;Solve for X
  • 3. Do you like apples?
  • 4. Wait, I read this book…42!
  • 5. On second thought• Maybe this isa trickquestion• Maybe thereis no X
  • 6. Plug & Chug• Let’s not go down the Keanurabbit hole (yet!)• Remember your high schoolalgebra?• Plug in some values and see whatwe get
  • 7. X= Walking the talk?• Colleagues who’ve donetheir time, know theirstuff make the ideal rolemodels• Competence is thecornerstone of mutualrespect- both internallyand externally• Never trust a librarianwho doesn’t love thesmell of red rot in themorning
  • 8. X= Once more unto the breach?• Maybe X is inspiration• Belief in the researchmission of the library• Employees who areemotionally investedare more likely to wantto grow and excel• Library work becomescollaborating towards ashared vision
  • 9. X= Tell me about your day?• Maybe X is empathy• Superior customer servicegoes beyond mereobligation• High touch service hasn’tgone away, but it must beapplied strategically• Do it right and you turncustomers into advocates
  • 10. Or does X= the vision thing?
  • 11. Creating a culture of innovation• What if X is QUESTIONING?• What if X is NETWORKING?• What if X is OBSERVING?• What if X is EXPERIMENTING?• What if X is all of the above?Source: Scott Anthony, “How do you create a culture of innovation?”
  • 12. Let’s get integral!• Put it all together andwhat do you get for X?• X is ideal, inspirational,individual, innovative• When we integrate overall values of X, theresult is transformativecustomer service
  • 13. Q.E.D.• Transformative customer service requirestransformative leadership- or does it?• The goal of leadership: create effective unitsthat can accomplish their objectives evenunder unpredictable circumstances• As transformative leadership becomes thenorm, X -> 0
  • 14. Back to Keanu• Neo: What are youtrying to tell me? That Ican dodge bullets?• Morpheus: No, Neo.I’m trying to tell youthat when you’re ready,you won’t have to.
  • 15. The Scan & Deliver Experience• Harvard Library’s scan on demand service,Scan & Deliver, required transformativeleadership• Positive role modeling, inspiration/motivation,empathy for individual concerns, need forsystem-wide innovation & creativity• Result: a service which set the bar ofexpectations for Harvard Library patrons
  • 16. So long and thanks for all the math• Questions?• Comments?• Corrections?(Special thanks to Yale, the WachowskiBrothers, and Gottfried Leibniz)