A Book In Every Backpack – Upper Hutt City Library

The 3M Excellence and Innovation Award is highly coveted within New Zealand libraries. Winning the Award gives the winner bragging rights and sparks “dare to do different” library programmes and services throughout the profession. With applications for the 3M Excellence and Innovation Award closing on 30 June 2011, I’ve invited Debbie Duncan, Upper Hutt City…

The Library Leadership Manifesto

When I attended Aurora in 2005 my manager expected me to be so changed by the experience that I would actively seek new adventures within two years. He was right. By February 2007 I had left libraries altogether. For library leaders to successfully provide guidance and direction, others must be inspired to follow. It takes…

Great Customer Service Requires Committed Library Staff

“The customer comes first” is a common adage that espouses the principle of providing a product or service that the customer values, of being customer-focussed. The customer must come first, because they ultimately determine how long you stay in business – they pay the bills, including your wages. But in order to be customer-focussed and…

Flip: How To Turn Everything You Know On Its Head…(Book Review)

Title: Flip: How To Turn Everything You Know On Its Head And Succeed Beyond Your Wildest Imaginings Author: Peter Sheahan Verdict: Nothing really new here, but it’s a good refresher. Rating: ♥♥♥♥♥ See which libraries in New Zealand have Flip. Another business book on how to distinguish yourself from the competition and thrive during tough…

Who Are Your Top 10 Borrowers?

Growing your library isn’t just a worthy goal; it is a necessity for your survival. But growth requires focus – a focus on your number one market. A business doesn’t grow by treating all customers equally and neither should libraries. Now, before you respond with: “but we’re part of council and we must serve all…