Why Do We Do It?

This is the second post on The Atlas of New Librarianship webinar held on 20 September 2012. In the first post I wrote about the need to distinguish libraries from librarians. Anyone who knows me well will know that I ask a lot of questions about everything. I ask questions because I want to understand….

Test Your Assumptions

Library projects often focus a lot on risks as this is often what stakeholders are most concerned about. But it is also good to test assumptions. How do risks differ from assumptions? Risks are the likelihood that something will or will not happen. They are measured by their probability (what is the likelihood that this…

What Does Success Look Like?

Last week I read a post by Australian Information Professional Alisa Howlett about how her definition of success has changed over time and sometimes the path is not as well defined as it used to be. Alisa’s post got me thinking about success in another way – from a project perspective. A successful project solves a problem…

What Business Are Libraries In?

If you had to describe what libraries do in 8 words or less (because this fits on a business card, is a nice sound bite, can be remembered and repeated, and can be used in advertising etc) what would you say? Why is this question so difficult to answer? Why are we not able to…

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…