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Making the rounds, building relationships with library 20150315

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Prepared for the NCCCLA Conference 2015

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Making the rounds, building relationships with library 20150315

  1. 1. Making the Rounds, Building Relationships with Library Users and Showcasing Library Services Jackie Kilberg, MLS The views, opinions and positions expressed by the author are mine alone, and do not necessarily reflect the views, opinions or positions of Wake Technical Community College. NCCCLA CONFERENCE 2015
  2. 2. Making the rounds Why patrons proceed with caution • Do not respond by saying “What is it? or “Yes?” • Tell patrons that they are “Not bothering you.” NCCCLA CONFERENCE 2015
  3. 3. Making the rounds There maybe a time when the reference interview will not be conducted because they will simply not approach a librarian. NCCCLA CONFERENCE 2015
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  7. 7. Making the rounds NCCCLA CONFERENCE 2015
  8. 8. Making the rounds CRM, SIX SIGMA, SERVQUAL, etc… the entire organization must be on board – so should you wait for that to happen? • BUSINESS – (Six Sigma) • General Electric, BB&T, McGraw-Hill Financial • HIGHER EDUCATION – (SERVQUAL) • University of Texas – Austin and Coastal Carolina NCCCLA CONFERENCE 2015
  9. 9. Making the rounds Is the most important word – relationship? NCCCLA CONFERENCE 2015
  10. 10. Making the rounds RATER (SERVQUAL) - measures customer engagement • Reliability – A company’s ability to perform the promised service dependably and accurately • Assurance – The knowledge, competence and courtesy of employees and their ability to convey trust and confidence • Tangibles – Physical facilities, equipment and appearances that impress the customer • Empathy – The level of caring, individualized attention, access, communication and understanding that the customer perceives • Responsiveness – The willingness displayed to help clients and provide prompt service NCCCLA CONFERENCE 2015
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  12. 12. Making the rounds JACKIE KILBERG AND THE RM WAY NCCCLA CONFERENCE 2015
  13. 13. Making the rounds WARNING: LIBRARIANSHIP ISN’T FOR COWARDS. YOU MUST HAVE A TOUGH SKIN. NCCCLA CONFERENCE 2015
  14. 14. Making the rounds RELATIONSHIP MARKETING IN THE WORLD OF BUSINESS LIBRARIANSHIP • KNOW THE SUBJECT MATTER • COMPARE YOUR INFORMATION RESOURCES WITH THE CLIENTS – COLLABORATE NOT COMPETE • APPROACH ANYONE WHO WILL LEAD YOU TO TOP MANAGEMENT - THEY IN TURN WILL PROMOTE YOU AND YOUR SERVICES • ASSESS YOUR CLIENTS NEEDS THROUGH CONSTANT CONVERSATIONS TO DEVELOP PRODUCTS YOU CAN SUPPLY TO THEM BEFORE THEY ASK YOU • THE RESULT – A SOLID REPUTATION THAT CAN LAST EVEN THROUGH DOWNSIZING NCCCLA CONFERENCE 2015
  15. 15. Making the rounds RELATIONSHIP MARKETING IN THE WORLD OF ACADEMIC LIBRARIANSHIP • KNOW THE SUBJECT MATTER • COMPARE YOUR INFORMATION RESOURCES WITH FACULTY – COLLABORATE NOT COMPETE • APPROACH ANYONE WHO WILL LEAD YOU TO FACULTY, STAFF AND STUDENTS - THEY IN TURN WILL PROMOTE YOU AND YOUR SERVICES • ASSESS YOUR PATRONS NEEDS THROUGH CONSTANT CONVERSATIONS TO DEVELOP PRODUCTS YOU CAN SUPPLY TO THEM BEFORE THEY ASK YOU • THE RESULT – A SOLID REPUTATION THAT CAN LAST EVEN THROUGH DOWNSIZING NCCCLA CONFERENCE 2015
  16. 16. Making the rounds RM – The Jackie Kilberg Way – an organic and grassroots approach • SMILE • EYE CONTACT • TALK FIRST – “HI HOW ARE YOU? JUST HOLLER IF YOU NEED ME” • VERBAL TONE – POSITIVE BUT WITH AUTHORITY NCCCLA CONFERENCE 2015
  17. 17. Making the rounds RM – The Jackie Kilberg Way – an organic and grassroots approach • I AM A LIBRARIAN NOT YOUR PARENT • IT IS OK TO MIND WANDER • GREAT! SOMEONE ASKED ME A QUESTION AND … EVERYONE WILL HEAR MY ANSWER NCCCLA CONFERENCE 2015
  18. 18. Making the rounds RM – The Jackie Kilberg Way – an organic and grassroots approach BUTINSKI but-in-ski [buht-in-skee] -noun, plural- skies. Slang A person who interferes in the affairs of others; busy body. NCCCLA CONFERENCE 2015
  19. 19. Making the rounds RM – The Jackie Kilberg Way – an organic and grassroots approach THE BUTINSKI APPROACH TO PREVENT THE “I DIDN’T WANT TO BOTHER YOU” HOW TO DO THE UNORTHODOX REFERENCE INTERVIEW • The ice breaker • Use humor and/or do the 30 second elevator pitch • Listen NCCCLA CONFERENCE 2015
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  21. 21. Making the rounds The most important word – emotion NCCCLA CONFERENCE 2015
  22. 22. Making the rounds In any relationship in life, emotion is the key to building a relationship. NCCCLA CONFERENCE 2015
  23. 23. Making the rounds IF I CAN’T DO THIS THEN WHAT AM I DOING HERE? NCCCLA CONFERENCE 2015
  24. 24. Making the rounds HOMEWORK: Johnson, E. D. M & Kazmer, Michelle M. “Library Hospitality: Some Preliminary Considerations.” Library Quarterly 81.4 (2011): 383-403. JSTOR. Web. 16 March 2015. “Notes, Quotes & What-all: "Library Hospitality: Some Preliminary Considerations (with Links and Sidebars)” The Retiring Guy’s Digest. The Retiring Guy’s Digest, 18 Oct. 2002. Web. 23 Mar. 2015 Retrieved from http://paulsnewsline.blogspot.com/2012/10/notes-quotes-what-all-library.html NCCCLA CONFERENCE 2015
  25. 25. Making the Rounds, Building Relationships with Library Users and Showcasing Library Services Phone 919-335-1053 jkilberg@waketech.edu NCCCLA CONFERENCE 2015

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