Can I Help You?
Jinfo Blog

By Robin Neidorf

Abstract

It can be tricky to balance service to users while ensuring you don't neglect strategic focus or relationships with influencers - Robin Neidorf considers conclusions from the Cycling for Libraries event.

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We know that information centres exist to provide service. Yet our professional development does not offer specific training in service provision. 

During Cycling for Libraries site visits and discussions, the need to improve our service delivery often arose as a specific strategic and managerial challenge.

In Aalborg, one public library has completely shifted its culture to focus on patrons, now referred to as "guests". They brought in a trainer from the tourism industry to work with the team on guest services and engagement. Managers have implemented a "mystery shopper" programme to better understand the user experience and provide staff with specific coaching on areas for improvement.

Head librarian in the public library in Aalborg, Denmark. If you want to know how your staff is doing with service delivery, consider developing a mystery shopper programme.

During the panel discussion I moderated on the ferry from Sweden to Denmark, panellists emphasised the need to develop and enhance "soft skills" in service provision, as well as the hard skills in search and analysis. Doctors get training in bedside manner; perhaps information professionals need to get more formal training in "human interface".

Balancing Service and Strategy

At the same time, we have to achieve balance in how we provide service and manage stakeholders who are not our direct users but may manage or influence our available resources.

Following the conclusion of the tour, I had the opportunity to run an on-site workshop for a customer in Copenhagen. After we had worked through a stakeholder mapping exercise, we observed that the majority of the team's time is currently being spent in direct service of highly engaged users. Relatively little time, on the other hand, is focused on communicating with and deepening relationships with higher-level stakeholders who can strengthen the strategic position of the information centre within the organisation.

I left them with an assignment: how can they create workplans for team members that include processes and standards for senior-level communication?

Service, service, service... and also step back to see the big picture of what makes your offering visible and valued in your organisation.

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