Archive for the ‘Services’ Category
For customer service organisations, social networking without strategy is like a film without a plot. Sure, there may be lots of diverting colour and movement short term, but when the film ends, you leave the cinema feeling frustrated – still trying to make sense of it all.
A recent Smartblog article at http://tinyurl.com/2df57no supports the view that technology without strategy is only half the customer service story.
“Great corporate social-media efforts aren’t about technology … new gadgets aren’t what make companies great at engaging their customers — that has to come from sound strategic planning.”
An expert panel convened for BlogWorld Expo 2010 identified three emerging trends in social media strategy:
- Listening to your customers is great but reaching out to them is better. Great customer service is the best crisis-communications strategy. Organisations should make staff available to answer questions and talk with customers before they become disgruntled.
- No one department within an organisation (eg, Marketing) can control social media. Ultimately, all parts of the organisation will need to make effective use of social media within their areas of expertise.
- Listening doesn’t mean forgetting who’s in charge – of services and the organisation’s brand. Social-media fans are only one subset of customers, and not necessarily a representative sample. Organisations must ensure that complaints received via social media truly represent how the bulk of their customers feel – not just a vocal minority. Feedback is not a substitute for good planning and judgment!
With extensive experience of social media and strategic planning, let us help your organisation ‘stay on message’ online – contact us today.
Recently I interviewed Joann Ransom, Head of Libraries for the Horowhenua Library Trust in New Zealand.
Joann is one of the thought leaders responsible for the Koha and Kete open source library systems. Earlier this year, Joann was named one of the American Library Association’s Movers and Shakers for 2010, the first New Zealander to be honoured in this way.
Joann’s thoughts on innovation are simple, practical and incredibly profound. Her advice to other librarians includes:
- Go to conferences in other sectors, not just library conferences
- Don’t over think things – ask yourself, “how hard can it be?”
- Use critical friends from outside libraries to test ideas and prototypes
- Communicate your vision (the big picture) from day one
- Don’t get stuck trying to be perfect, and above all
- Don’t be scared…try things!
It’s all good advice, from someone quietly changing the library landscape, one innovation at a time.
“Excellent, inspiring” … “Easy to follow, informative and interesting” … “An excellent presenter”
Introducing an exciting and practical new program on Library Innovation. Topics include:
- Defining opportunities to innovate
- Re-discovering personal and group creativity
- Overcoming ‘Innovator’s Block’
- Sustaining innovation at work
A dynamic group of 12 university, government and public library managers completed the first program in Sydney in August; focussing on the roll-out of iPads in several libraries.
To discuss Library Innovation training in your organisation, email [email protected] or telephone +61 (0)410 746 540.
Principal Consultant Richard Sayers offers a range of consultancy and training services using the respected Belbin Team Roles (UK) and Team Management Systems (Australia and US) programs for improving individual self-knowledge and improving team performance.
For more information and to discuss using Belbin or TMS in your team or organisation, email [email protected] or telephone +61 (0)410 746 540.
Now available in Australia – internationally recognised library training and development in your own time and at your own pace with ON DEMAND and LIVE ONLINE distance education classes from Lyrasis, in partnership with Richard Sayers and Associates and supported by the Australian Library and Information Association (ALIA). To view class schedules and register online, visit http://richardsayers.com.au/training/
Richard Sayers and Associates is pleased to support the Klein Group Instrument® for Effective Leadership and Participation in Teams – unique in its ability to assess a range of behaviours essential for effective leadership and teamwork.
The Klein Group Instrument® is currently the only individual and group behaviour assessment that measures four essential leadership and teamworking dimensions using a single instrument – Leadership, Negotiation Orientation, Task Focus, and Interpersonal Focus. Results are delivered through customized reports describing strengths, areas of challenge, and strategies for personal and team growth.
For more information about the Klein Group Instrument®, visit CAPT.
To discuss using the Klein Group Instrument® in your team or organisation, email [email protected] or telephone +61 (0)410 746 540.
Principal Consultant Richard Sayers is delighted to announce the publication of the Handbook of Library Training Practice and Development Volume Three, edited by Alan Brine of De Montfort University, UK and published by Ashgate. Richard co-authored chapter 15 “The Australian Training Scene” with Ross Harvey, currently Visiting Professor in the Graduate School of Library and Information Science at Simmons College, Boston. The Handbook has already been hailed by reviewers as “essential reading for any library manager with a staff training responsibility.”