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Computers in Libraries 2017: Sneak Peek!

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As program director for Computers in Libraries 2017, March 28-30 in DC, I have delivered the program to Information Today, the producer of the conference. The program with sessions and workshops should be online in a few weeks and you should receive your snail mail copy after that! In the meantime, our theme is Upping Our Game: Taking Libraries to New Heights with Technology and here’s a few early highlights to peak your interest:

new full day Searchers Academy workshop on Mon Mar 27 with many other half day workshops on change management, grant seeking, outcome measures, putting a press room on your website, hands-on video lessons, makerspaces, library tech update, engaging teens, Internet of Things (IoT) infrastructure and apps, innovation, fundraising, monitoring tools & dashboards, tech trends, UX, security, and more! popular Games & Gadgets networking & fun evening on Mon Mar 27 Opening keynote speaker Gina Milsap, CEO, Topeka & Shawnee County Public Library, Library Journal Library of the Year in 2016 on Tues Mar 28 New full day streams/tracks of sessions on funding strategies & practices as well as upping our marketing game a talk about winning with Pokemon Go in a special library co-located Library Leaders Summit on the topic of Future Proofing Libraries with terrific speakers & lots of time for discussion with your colleagues put the dates in your new 2017 calendar & stay tuned for lots more exciting topics and speakers!

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Authors, Libraries & Kudos for Baldacci

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Both Rebecca and I have written about author David Baldacci. In 2010, Rebecca wrote a post about supporting libraries, Rock Aid for Libraries:

“So many of our leaders, authors, speakers have known community libraries as a safe haven and education hub that you would think they would step up to the plate to find creative solutions to funding community libraries, the cornerstone of an informed democracy. Author, David Baldacci (I’ve written about him before) is very impressive with his Wish You Well Foundation which has funded many family literacy programs. But we need many, many more foundations and other funding sources for libraries.”

I mentioned him in a 2008 post on project management, “Thanks, David, for a great summer thriller and illustration of how the net can further PM in a nanosecond. Discerning what is true (facts) and finding quality information will always be a challenge and information professionals will always have a role in the process and in teaching others to beware.”

I just read Baldacci’s new novel, The Last Mile, and was pleased to see him include, “…they built a public library. You know people who read are a lot more tolerant and open-minded than those who don’t.” “Great, so let’s get everybody in the world a library card”!!! For sure, I agree!! And of course the librarian added, “Make a reader early, you make one for life.”

Every little bit helps and it was great to I was pleased the see that Knight News Challenge is funding

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Internet Literacies & Crap Detection

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Just saw this 2010 vid again from Internet Librarian keynote speaker alumni, Howard Rheingold. I knew him before the early days of the Internet, when he was focused on communities, and always love to listen to his ideas and thoughts. I love this piece on critical thinking around the Net/or as he calls it, crap detection.

He believed in 2010, and I think still relevant today, that we need to go beyond skills to literacies:

attention participation collaboration critical consumption (crap detection) network analysis

Skills, literacies and search engines help to search credibilities, but I think we as librarians, need to push our knowledge of credibility, crap detection, and trust by the public. I look forward to lots of discussions around this topic at Internet Librarian 2016, Oct 17-19 in Monterey CA especially at our Tues evening program celebrating Internet Librarian’s 20th anniversary and “Looking Forward Retrospectively”. And watch the conference website for a link to post your favorite Internet Librarian memory, picture, link, etc.

IFLA: Connections, Collaboration, Community

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President’s Meeting in Columbus, Aug 2016

Ok, here I am in Columbus, Ohio attending IFLA‘s 82nd World Library & Information Congress and feeling really guilty that I have not posted & connected since February! Not because I didn’t have things to say, but for various reasons. So if Andrew Pace can get back to blogging, I felt I better too! Thanks Andrew for pushing me! 🙂

A lot of great stuff is happening at this IFLA meeting with the theme – Connections, Collaboration & Community. Here’s a few things:

New Continuing Professional Development Guidelines from on of the standing committees I belong to, CDPWL. And we had a great discussion of those guidelines in our session on Tues. We’ll be doing another one at next year’s conference in Poland. President’s Meeting with great speakers (session 092) — I tweeted a lot using #IFLAPres & there is also a Facebook page you can like & learn about future meetings. BTW, in his plenary session this morning David Ferriero, who blogs as AOTUS, mentioned one of my tweets from the Monday morning’s President’s meeting! I nearly fell off my chair! Knowledge Management section, which I’ve been a member of for many years, just published a book highlighting wonderful speaker presentations over the last number of years — Knowledge Management in Libraries & Organizations

Hope to share more soon!

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Learning from Others!

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This email hit my desk today and it really resonated with me as I work with and talk with so many who have difficulty proving their value and impact. It also addresses the financial industry where my roots are! The highlights below are mine but the text is not.

Monetizing Information Flows

StreetContxt is a hot, Canadian-based start-up that just raised $8 million from A-list investors, including a number of big banks and brokerage houses. Its mission is simple: to maximize the value of the mountain of investment research that gets generated each year. But what really makes StreetContxt stand out to me is that it offers a very compelling business proposition to both those who create the research and those who use it.

For the sell-side (those who create the content), it’s currently difficult to measure the impact much less the ROI on the huge volume of research they create annually. They send it out to presumably interested and qualified recipients, with no way of knowing if it is acted on, or even viewed.

For the buy-side (those who receive and use the content), it’s impossible to keep up with the blizzard of information being pushed out to them. Even more significantly, some of this research is very good, but a lot of it isn’t. How do you identify the good stuff?

StreetContxt offers the sell-side a powerful intelligence platform. By distributing research through StreetContxt, research producers can learn exactly who viewed their research and whether it was forwarded

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Exciting 2016! Upcoming Events

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Well, we’re half way through January and I’m finally writing the post I wanted to do weeks ago! I am so excited about many upcoming events:

Ontario Library Association SuperConference next week in Toronto, some highlights:

*IFLA President Donna Scheeder brings greetings & discusses her President’s Meeting April 6-9 in Toronto

*Jane Dysart interviews several generations of librarians, Generations: Meeting of the Minds, Wed 4pm

*Rebecca Jones being awarded Public Librarian of the Year award, Thurs — well deserved! Yeah!

Computers in Libraries 2016 in DC March 7-10, see my last post for more details about theme, Library Labs: Research, Innovation & Imagination

Library Leaders Digital Strategy Summit in DC, March 8-9 — usually on the west coast for the first time in DC with facilitators Rebecca Jones & Michael Edson, former office of the CIO of the Smithsonian Insitute & now Associate Director & Head, Digital, United Nations Live, Museum for Humanity

Ebooks Symposium, University of Toronto iSchool, March 17-18

Future of Libraries: Ours to Create, NOW! USC in LA, March 31/April 1

IFLA President’s Meeting, Call to Action: Buiding the Change Agenda for the Information Profession, Toronto Sheraton Hotel, April 7-8 with tours and receptions at other locations. Including industry leaders and top libarians from around the world!

Check them out and join us for great conversations, lots of learning and interesting networking!

Computers in Libraries 2016

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Library Labs: Research, Innovation & Imagination

I’m very excited about the next year’s Computers in Libraries 2016, March 8-10 in Washington DC. First, #CILDC is 31 years strong! And still highlighting innovative technology and library practices, sharing leading-edge information services and community engagement strategies as well as looking at the impact these services and practices have on their communities.

Many organizations have innovation labs, incubating spaces, and ways to stimulate imagination and support research. Our theme for Computers in Libraries 2016, Library Labs: Research, Innovation, & Imagination, aims to do the following: • Highlight library research that translates into useful strategies and practices for libraries. • Share new and exciting projects from information industry labs. • Feature innovative services and libraries. • Stretch our imagination with possible areas for further library research and testing.

Monday March 7th

18 wonderful workshops — the always popular Searchers Academy, Tech Trends for Libraries, Design Thinking for Libraries, Responsive Web Design, How to Make a Makerspace, Information Architecture, User Experience (UX), Data Visualization, Essential Sharepoint, Staff Development, Demonstrating Value with the Logic Model, Marketing Your Library, and more. A new full day workshop, Incubating Creativity & Imagination will inspire many ideas for incubating learning in your community!

Games, Gadgets & Makerspaces: Welcome & Networking Event from 5.30 to 7.30 with refreshments is a popular meeting, learning, and networking event. Includes lots of gamers and gadget lovers and is definitely an evening of fun, playing, learning, and networking. See how you can transform your thinking,

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KMWorld 2015: Agile Knowledge Sharing & Innovation

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Being agile is critical. Agile can mean applying an incremental and iterative approach, or evolving through collaboration between self-organizing and cross-functional teams to promote early delivery, continuous improvement, and encourage rapid and flexible response to change.

Successful organizations are flexible and fast. They can quickly transfer and share knowledge, deal with an enormous amount of data, innovate, engage, and impact communities, and customers in positive ways. The platforms, processes and programs have to respond in a timely fashion to make this happen and to keep customers satisfied. The culture of the organization, the people, enables the transformations and innovations – and well-oiled collaborative organizations excel at leading the charge! KMWorld 2015 explores how to apply these techniques and more for knowledge sharing and innovation in your enterprise to be successful in today’s world. And it has three closely integrated programs—Enterprise Search & Discovery, SharePoint Symposium, and Taxonomy Boot Camp.

Highlights

Keynote speakers are always engaging and thought provoking and this year is no different. On Monday November 2 Taxonomy Boot Camp opens with information architect Peter Morville, President of Semantic Studios who has several books to his credit (http://semanticstudios.com). On Tuesday, KMWorld 2015 opens with popular , knowledge management (KM) thought leader, Dave Snowden, Chief Scientific Officer of Cognitive Edge who discusses “complexity informed agility” in KM with Will Evans, Design Thinker-in-Residence, NYU’s Stern’s Berkley Center for Innovation & Entrrepreneurship and Chief Design Officer, Praxis Flow and his colleague, Jabe Bloom, Chief Scientific Officer, Praxis Flow. On Wednesday, Steve Abrams,

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Fall Events for Libraries

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I can’t believe it is now September which begins the busy fall events for libraries. Here’s some exciting events, one on the east coast and lots of the west coast, that I want to share with you and hope to see you participate!

Monday & Tuesday Sept 28/9 at Vancouver Club Outcomes, Value & Impact: Metrics for Libraries

Thursday & Friday Oct 1/2 at University of Southern California in LA Outcomes, Value & Impact for Library Success

Monday & Tuesday Oct 19/20 at University of Toronto iSchool The Future of Libraries: Ours to Create, NOW!

Mon-Wed, Oct 26-8 at Monterey CA Conference Center Internet Librarian 2015 & Library Leaders Digital Strategy Summit

 

Providing Excellent Customer Service

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Providing excellent customer service and delighting the customer is the top of mind for me lately. At Computers in Libraries 2015 keynote speakers emphasized delighting the customer. You can read more about their presentations & see the videos:

Steve Denning, Author, The Leader’s Guide to Radical Management

Blog Post: http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/

Video (you can skip the promo at the beginning!): http://www.libconf.com/2015/04/27/continuous-innovation-and-transformation-the-opening-keynote/

John Palfrey, Head of School, Phillips Academy, Board President of the Digital Public Library of America (DPLA) & Author, BiblioTECH: Why Libraries Matter More Than Ever in the Age of Google

Blog Post: http://www.libconf.com/2015/04/28/creating-a-new-nostalgia-the-tuesday-keynote/

Video: http://computersinlibraries.infotoday.com/2015/Video.aspx

But why is customer service or delighting the customer so important? Customer service fosters a good relationship between customers and the organization and leads to keeping or engaging those customers. Without customers there is no business or support in the case of non-profits like libraries. Reducing a customer’s stress, giving them a pleasant customer experience, and providing information that can solve their problem is all important to keep positive customer satisfaction (the overall contentment with a customer interaction). Excellent customer service involves providing outstanding service that meets (or exceeds) the customer’s expectations — it delights the customer. Excellent customer service also includes having a great attitude and being people centered or customers focused. So in addition to knowing your customer really well, and understanding their true expectations (making no assumptions), what do you need for good customer service?

Develop the skills to be successful Assess the current level of customer service (customer satisfaction surveys,

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