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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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Games & Gadgets!

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If you are attending Computers in Libraries in Washington DC next week, you should check out Games, Gadgets, and Makerspaces on Sunday, April 26th from 5:30-7:30PM. Brian Pichman, Director of Strategic Innovation for the Evolve Project, is bringing the attendees of CIL a chance to experience all the latest and greatest in innovative technology. Come for refreshments, laughs, and a quick tutorial on how to build robots, circuits, 3D print, code, and so much more! Within minutes, you will be creating and making.

Along with Brian are several special guests: Ginger Butcher from NASA, Joshua Zimmerman from Brown Dog Gadgets, and Tod Colegrove and team from University of Nevada – Reno.

Ginger will be building NASA activities with the littleBits components. In 2014, she worked with littleBits Electronics to co-develop NASA activities to accompany their commercial Space Kit product. These activities are excellent springboards for engaging kids in science both in formal and informal education settings.

Joshua invites you to come create your own custom light up name tag courtesy of BrownDogGadgets.com. Etch your name into an acrylic blank and light it up with colorful LEDs. This simple project is just one of many hands-on electronics projects designed for young learners. Joshua will be sharing some of his other fun activities that are extremely affordable and engaging.

Tod will be showing off augmented reality through the Oculus Rift , displaying open source computer boards called, and much more! If you want to chance to experiment with some extremely high tech

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OLA Poster: Librarians Co-Teaching 1st Yrs

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These librarians co-taught 1st year Pharmacy students at U of Waterloo, focusing on drug and medical information and critical thinking (click on the 1st image for a large view; click on the video below for an interview with Shannon and Kate.)

Getting to Yes on Conference Attendance!

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Conference season is coming and how do you make the right choice for you? I’m adapting (sharing) this post from one entitled, How to: Sell Your Manager on Attending a Conference.

“Find the best conferences for you. It’s very tempting to attend an event because it’s in a fun location or because all the cool kids are going to be there. If money is no object, then by all means. Conferences need to produce a return on your investment. So think about what you want to learn and then start searching for the right events.

Ask the right questions. Reaching out to respected colleagues about conferences to attend could be a good idea. The important part is asking the right question, “What were your takeaways from the event?”. If you get a blank stare, that doesn’t necessarily mean the conference isn’t worth your time. But do try to find out the value of attendance.

Learning takes place in many ways. Speaking of learning, it’s important to understand how you like to learn (i.e. visual, auditory, kinesthetic). For instance, there are certain topics that I want to learn by reading a book. I would not attend a conference for those topics. But others, I want to learn differently and a conference is the perfect format.

Learning happens in many places. Yes, learning happens during educational sessions. Don’t forget that learning also takes place during networking and on the expo hall floor. And occasionally at the bar with colleagues.

You’ve done your

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Welcome 2015! Future Events

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The new year is always a time to reflect and to plan ahead. 2014 was an exciting and interesting year of events for D&J and we’re looking forward to an equally wonderful year of learning, experiencing, and sharing in 2015! We hope to connect with many of you at these venues!

January brings the annual Ontario Library Association SuperConference where Dysart & Jones will again sponsor Contributed Papers and participate in a number of sessions:

Wed Jan 28 403C Business Models for Libraries: Rebecca Jones with Scott Hargrove (CEO for Fraser Valley Library System) & Moe Hosseini-Ara (Director of Culture for the City of Markham)

Thurs Jan 29 911 Conversations with New Pros: Jane Dysart with 5 new info pros

1111 Extreme Library Makeovers: Jane Dysart with Madeleine Lefebvre & Susan Downs

February has two new events.

The Future of Libraries: Do We Have 5 Yearas to Live? hosted by the University of California Center for Library Leadership & Management in Los Angeles on February 5th & 6th. Speakers include Susan Hildreth, Director, IMLS, Greg Lucas, State Librarian for California, Steve Denning, Author, Lee Rainie, Pew, Corinne Hill, Chattanooga PL, Joe Matthews, Consultant & lots of practitioners! Check out the program.

Future Tech Strategies for Libraries is the latest iSchool Symposium from the University of Toronto. Scheduled for February 19th & 20th, this symposium focuses on the technological challenges and trends coming down the pipe for libraries. What’s coming up that may not be on your radar?

Are your

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Inspiration & Creative Making

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Creative Making brainstorming at U of T iSchool Oct 2014

Another wonderfully inspiring Creative Making symposium at the University of Toronto iSchool, including a tour of their Critical Making Lab! Last year our Creative Making event featured many practitioners from the US since it was a relatively new focus for Canadian libraries. Here were some comments from last year’s program. My epiphany that day was around the links between knowledge management and public libraries, something that had not occurred to me before. Sue Considene from Fayetteville PL talked about their FabLab and her concept of the library as a platform for all types of learning (an opinion I have long held too!). Their FabLab uses community experts to come in as a “maker or artist in residence”. This made me think of expertise location which is critical in any knowledge management program and that led me to think that public libraries really need to mine their communities for experts that might be willing to share/teach/help others create in our libraries! And also for partners to support the program in many different ways!

This year’s program featured a number of exciting makerspaces and programs in Canadian libraries. There were great presentations (thanks to all the fabulous speakers!) and discussions. Here are some of the insights from the attendees today:

* things to do when we get back: use fresh eyes to look at our existing space (one attendee had already identified a space to be repurposed!); start small with things

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Innovation Labs & Centers

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#converge@flySFO

Today’s Google Doodle reminded me that we’re now into the intensive fall conference and event season! A busy time as well all want to grab the latest thoughts, ideas and practices. Innovate, change or die seems to be the current philosophy. In Toronto, D&J in conjunction with the University of Toronto iSchool are hosting a Creative Making Sympsoium which is discuss makerspaces, idea and innovation labs as well as fablabs. In Monterey CA, we will be participating at Internet Librarian and the Digital Strategy Summit. At Internet Librarian, there is a whole day of sessions around the topics of innovation, makerspace & digital trends on Wed Oct 29th that Matt Hamilton will be moderating. And if you are travelling through San Francisco airport on the way to Internet Librarian, you need to check out their new innovation and collaboration space, #converge@flySFO which opened this past weekend!

“Adding a space for innovation and collaboration at an airport — especially an airport in a city where the mayor is focused on it being a hub for innovation — just made sense, said Doug Yakel, public information officer for SFO, noting that airport officials hope this space resonates with tech-savvy travelers and innovators who pass through.

The 850-square-foot space is free and equipped with tables, lounge-style chairs, power outlets, free Wi-Fi and a giant erasable white board with markers. #Converge@flySFO is located in the International Terminal — a location that allows travelers to get together without having to go through the

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Learning Strategies for Libraries

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The Learning Challenges for Librarians and Library Managers: a Knowledge Cafe was the last session on the last day before the closing ceremonies of IFLA’s World Library and Information Congress in Lyon. The knowledge cafe, organized by three sections (Knowledge Management, Continuing Professional Development & Workplace Learning, Library and Research Services for Parliaments), attracted 150+ attendees who actively participated in discussing team building and team leadership, peer training, learning strategies for staff, developing and keeping up skills sets for the digital future, staff competencies, mentoring and coaching, and more. The three groups I talked with had a number of common threads:

1. Time — staff have to have permission and time to read/learn/play. In Germany staff had 2 hours/week to read and learn, somehow that went away, and they want it back! Several libraries in Sweden have recently given some staff 20% Google time — the equivalent of one day/week of complete freedom in hopes they will find something of interest for the library. They know that sometimes this happens but sometimes does not — not all good ideas or projects are successful, but the learning is still there. In several countries, Uganda and groups of special libraries had business partnerships allowing their staff to have one day exchanges for learning and renewal. They bring back their learnings and excitement and share with other staff. Some librarians in academic institutions are allowed to take freshman courses so they know what’s happening in their institutions!

2. Personal Continuous Learning & Development.

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