Provide And Pray

Earlier this year I listened to a podcast from The Engaging Brand about a new book called “The Social Organisation:  How to Use Social Media to Tap the Collective Genius of Your Customers and Employees“. One memorable aspect of this podcast was the reference to a practice that the authors referred to as “provide and pray”….

Ten Guitars Or A Busted Ukelele?

Ten Guitars is a well-loved New Zealand (especially Māori) party song. I’ve used it here in an informal way to rate the success (or otherwise) of our Māori TED Talks project. In August last year, Tosca Waerea and I were on Twitter discussing why we loved TED Talks when we hit upon the idea of trying…

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…

Showcase: The Anatomy Of Libraries

My Mum lives in Gisborne. She doesn’t use the library and won’t write a letter to the editor about the library user-charges in Gisborne because she doesn’t know what she’d say. I asked Mum why she doesn’t use the library: “I don’t need to.” I asked Mum what would encourage her to use the library: “If…

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…