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Sage Thursday thoughts on communication

13 Nov 2008 - 11:21am | Sarah Washburn

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communication

Today I ran across a great tip on the sys-lib list about communication. While simple, it's good to be reminded of what this Systems Librarian in Missouri shared:

"To suggest anything I would simply say that we ALL do not compliment each other enough. What I always hear and IT included is when things are not working. We rarely tell folks how much we appreciate it that when things ARE working. We focus on the negative heavily. So how can we adjust that? Say thanks more often and comment how much it is enjoyed when things are working. When upgrades are done and they make work nice, say something that is a compliment. Put the tech, systems, and IT staff in shock by saying something positive instead of the usual telling them ONLY when things are not working.

That is what I notice about staff and WE all are guilty of not complimenting each other. That would go for all departments. WE all need to compliment other departments; that is a key factor in getting along with anyone. It isn't just tech or systems or IT that is guilt. We all can do better in appreciating the efforts of everyone around us. It takes a team to make things work. We all like compliments so pass the compliments around."

Take a moment today to thank someone for doing a good job. Tell your IT staff you're glad they're around to help. When something works well without a hitch, acknowledge it!

Technorati Tags: communication

Appreciating each other

Submitted by Gina A. Emory (not verified) on 13 November 2008 - 2:54pm.

Sarah, At our library we have implemented a process for complimenting each other. We call it giving a "Code Green" (we have "Code Red" for patron/staff complaints too). When we see a staff person doing something for which they deserve a compliment, we fill out a Code Green form. If a patron is happy about something, we offer them a Code Green form to fill out, recognizing the staff person who helped them. They get read at our staff meetings, and then go into the staff person's file to count toward bonuses at the end of the year. Code Reds do not count against anyone in particular, just the library system in general. The policy or behavior cited in the Code Red becomes something we, as a team, work to rectify whenever possible, and we usually get back to the patron or staff person who submitted the Code Red with our response or remedy. We "borrowed" the idea from Zingerman's, a deli in Ann Arbor, MI. They wrote "Zingerman's Guide to Giving Great Service", which is a terrific book on customer service, and required reading for our staff. We've purchased their food products, and they do practice what they preach as far as customer service is concerned.

everyone is a customer

Submitted by Sarah Washburn on 14 November 2008 - 12:33pm.

Thanks so much for sharing your library's customer focus--both internally and externally. Institutionalizing kudos and criticisms is an apt way to provide better services. The title of your comment is right on the money: "appreciating each other." It's a simple thought and one we all ought to remember. Thanks, Gina!

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