Posts Tagged ‘Management’
Social Networking and Strategy
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.
Future Proofing Libraries
Working with library managers and their teams to imagine the future, and plan accordingly, is always fun and satisfying. People enjoy ‘practical creativity’ and ‘thinking with a purpose’.
Is your Strategic Plan gathering dust in a drawer? Worried what the future holds for your library?
Call Richard on 0410 746 540 to discuss a customised ‘future proofing’ strategy for your library.
Library Thought Leaders
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.
Follow Kete.net.nz
Library Innovation Training
“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.
Management Institute Awards Associate Fellowship
In recognition of his record of proven management achievement at a senior level, Richard Sayers has been made an Associate Fellow of the Australian Institute of Management. Richard first joined the AIM (Qld & NT ) in 1991 and was a nominee for 2009 Not for Profit Manager of the Year in Queensland.
Library Innovation Workshop
Libraries in the 21st century face unprecedented social and technological change – and the list of challenges seems to grow longer every day! Principal Consultant Richard Sayers is proud to announce a practical NEW one day workshop on Library Innovation. The workshop introduces a rich palette of common and not so common techniques and tools to help kick-start creative thinking and promote successful innovation in libraries and information services.
Public workshops will be available through www.pics.com.au in August 2010 – numbers are limited so book early to secure your place.
To request a customised onsite workshop for your team or organisation, please email [email protected] or telephone +61 (0)410 746 540.
