Todays TomorrowShared Vision and Collaboration               Anthony Chow, Ph.D.                Assistant Professor  The U...
Dreaming of a better place• My mother and father were born during WWII• My grandfather was only one of 500 Chinese  allowe...
My leadership perspective• Quarterback of my high school football team• Marine Corps Officer Candidate• Youngest candidate...
What will the libraries of tomorrow             look like?                Seattle Public Library              Boston Publi...
How do we know how to prepare for           the future?                                5 of 26
Handling rapid change• The needs of users are growing quickly  –   CPCC goals  –   Staff needs  –   Student/Faculty needs ...
People Meeting the Needs     of Other People                                              •Interviews                     ...
Happy employees, happy customers• 3+12+4  – Three secrets of exemplary customer service     • Decide what you want (establ...
9 of 26
Happy employees, happy customers• 3+12+4  – Groundbreaking research by Gallup    •   80,000 managers worldwide    •   Worl...
The 12 Questions•   1. Do I know what is expected of me at work?•   2. Do I have the materials and equipment I need to do ...
4 Master Keys3+12+4:1. Select for talent (not experience)2. Define the right outcomes (not process)3. Focus on strengths (...
Communication and working well as a team                                     13 of 26
Communication and working well as             a team• Central tenets  1. Different perspectives help “complete” the whole ...
Things YOU can do• Do not take “it” personal• Do not talk bad about others – talk differences in  ideas and personalities ...
The cup is always half-full             • Embrace “problems” and               “frustrations” as learning               an...
Things you can do as a team• Align ends, means, and processes through a strategic plan• Have fun and socialize a lot with ...
The role of conflict resolution in              predicting group outcomes(Behfar & Peterson, 2008)                        ...
What do library administrators have to  say about library leadership and            management?                           ...
Interviews with NC library      administrators      Library Administrator Ideal Qualities (n=109)               5%        ...
Empathy is #1                21 of 26
Administrator Primary Tasks by Library2520                                                            Building            ...
What does it all mean?             • 3 + 12 + 4             • Know what you               want             • Discover what...
Organizational Management•   Needs Assessment•   Strategic Planning•   Analytics and Informatics•   Invest in staff with c...
A Strategic Future• Contributing to the future success of people  and our nation• Your success is paramount - You succeed,...
Questions?             26 of 26
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Keynote presentation - Today's Tomorrow

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ShareAcademy 2012 by Dr. Anthony Chow

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Keynote presentation - Today's Tomorrow

  1. 1. Todays TomorrowShared Vision and Collaboration Anthony Chow, Ph.D. Assistant Professor The University of North Carolina at Greensboro August 7, 2012
  2. 2. Dreaming of a better place• My mother and father were born during WWII• My grandfather was only one of 500 Chinese allowed in the US• My father-in-law was a Marine in both Korea and Vietnam• All dreamt and fought for and an envisioned a better future 2 of 26
  3. 3. My leadership perspective• Quarterback of my high school football team• Marine Corps Officer Candidate• Youngest candidate for SF School Board• Government Training Manager• Internet Training Manager• Director of Online Learning• Director of Information Technology• Coach• Taught Leadership at both the graduate and undergraduate level for the past 12 years• Most importantly – husband of my high school sweet of 26 years with three great (sometimes difficult) kids! 3 of 26
  4. 4. What will the libraries of tomorrow look like? Seattle Public Library Boston Public Library UC San Diego’s Geisel Library 4 of 26
  5. 5. How do we know how to prepare for the future? 5 of 26
  6. 6. Handling rapid change• The needs of users are growing quickly – CPCC goals – Staff needs – Student/Faculty needs – CPCC libraries must align with your changing environment • National trends (IL, Databases, Instruction, Marketing) • A strategic plan • Needs assessment • Constant staff/patron feedback • Refine as needed (the conversation is half the battle) 6 of 26
  7. 7. People Meeting the Needs of Other People •Interviews •Strategic plans •Data Orange County City Goals Goals Orange County Community Libraries Educational Goals Goals Library Administration and Staff •Interviews •Surveys What are the libraries of •Focus Groups •Data the future? 7 of 26
  8. 8. Happy employees, happy customers• 3+12+4 – Three secrets of exemplary customer service • Decide what you want (establish a vision of ideal customer service) • Discover what customers want (this is an individual relationship – different folks, different needs) • Deliver +1 (consistency, flexibility, personalized service (get to know them as people) (Blanchard & Bowles, 1993) Ken Blanchard 8 of 26
  9. 9. 9 of 26
  10. 10. Happy employees, happy customers• 3+12+4 – Groundbreaking research by Gallup • 80,000 managers worldwide • World class managers focus on their employees • Happy employees, happy customers • Focus on strengths not weaknesses • You can’t change people but you can change the job • Align strengths with day-to-day tasks and job • Focus on ends not means • Inside Out approach 10 of 26
  11. 11. The 12 Questions• 1. Do I know what is expected of me at work?• 2. Do I have the materials and equipment I need to do my work right?• 3. At work, do I have the opportunity to do what I do best every day?• 4. In the last seven days, have I received recognition or praise for doing good work?• 5. Does my supervisor, or someone at work, seem to care about me as a person?• 6. Is there someone at work who encourages my development?• 7. At work, do my opinions seem to count?• 8. Does the mission/purpose of my company make me feel my job is important?• 9. Are my co-workers committed to doing quality work?• 10. Do I have a best friend at work?• 11. In the last six months, has someone at work talked to me about my progress?• 12. This last year, have I had opportunities at work to learn and grow?From First, Break All the Rules, What the Worlds Greatest Managers Do Differently by MarcusBuckingham & Curt Coffman, Simon & Schuster, 1999. 11 of 26
  12. 12. 4 Master Keys3+12+4:1. Select for talent (not experience)2. Define the right outcomes (not process)3. Focus on strengths (not weaknesses)4. Find the Right Fit (not the “perfect” employee) 12 of 26
  13. 13. Communication and working well as a team 13 of 26
  14. 14. Communication and working well as a team• Central tenets 1. Different perspectives help “complete” the whole picture 2. Forming, Storming, Norming, and Performing 3. What works for you will not work for everyone else 4. Seeing “eye-to-eye” means respecting individual differences emphasizing outcomes and not the pathways of getting there 5. Continuous improvement – you can learn new “tricks” no matter how old of a dog you are! 14 of 26
  15. 15. Things YOU can do• Do not take “it” personal• Do not talk bad about others – talk differences in ideas and personalities and not people• Identify the right outcomes and measure it• Establish “norms” that reflect individuality not “cookie cutter” robots• Accept each other for who they are and not what you want them to be• Get to know each other (personally and professionally) 15 of 26
  16. 16. The cup is always half-full • Embrace “problems” and “frustrations” as learning and growing opportunities. • Differences reflect diversity which is very healthy • Respect others’ perspectives on things – you don’t have to do it “their” way and they don’t have to do it “your” way. 16 of 26
  17. 17. Things you can do as a team• Align ends, means, and processes through a strategic plan• Have fun and socialize a lot with one another (you spend most of your waking hours at work!)• Allow similarities and common vision and goals to define you – not your differences (norm them)• Individualize your services at the point-of-contact – listening and talking to them about who they are and not what they are there for• Focus on people and not transactions and getting things done• Continuously discuss, process, and grow• “Inspect what you expect.”• You can’t change people, you can change yourself 17 of 26
  18. 18. The role of conflict resolution in predicting group outcomes(Behfar & Peterson, 2008) 18 of 26
  19. 19. What do library administrators have to say about library leadership and management? 19 of 26
  20. 20. Interviews with NC library administrators Library Administrator Ideal Qualities (n=109) 5% 5%14% 41% Empathy Vision Communication Flexibility14% Delegation Integrity 21% 20 of 26
  21. 21. Empathy is #1 21 of 26
  22. 22. Administrator Primary Tasks by Library2520 Building Human Resources15 Service to users/Programming Setting Vision/Goals Budget/Financial10 Collection Management Represent Library Meetings 5 Supervise Staff Business Operations Assessment 0 academic public school media special 22 of 26
  23. 23. What does it all mean? • 3 + 12 + 4 • Know what you want • Discover what your patrons want • Deliver consistently 23 of 26
  24. 24. Organizational Management• Needs Assessment• Strategic Planning• Analytics and Informatics• Invest in staff with clear goals and resources, continuously improve with internal/external customer feedback. 24 of 26
  25. 25. A Strategic Future• Contributing to the future success of people and our nation• Your success is paramount - You succeed, they succeed• 3+12+4• What is my life’s motto?“Make your own luck – envision the future youwant and don’t quit until you get it….” 25 of 26
  26. 26. Questions? 26 of 26

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