Leading Libraries: How to Create a Service Culture
Format: PDF / Kindle (mobi) / ePub
Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sustainable, service-oriented model by
- Explaining how a service culture reaches beyond the individual leader with positional authority and extends to all individuals
- Showing ways to build rapport and trust within an organization, and how to balance encouragement with accountability
- Detailing strategic thinking and planning methods that will lead to improvements in customer service, human resources, organizational development, and training
- Helping library leaders create a sustainable service culture through codifying their organization's values, with advice on policies and procedures such as recruitment, performance evaluation, compensation, and succession planning
- Discussing the environment of change in libraries, showing how a library's organizational culture is at the center of being responsive and staying relevant
This valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.
within its sector or industry and discusses how to lead such an organization. Senge’s vision of leadership, within the context of the learning organization, is similar to that of the model advocated herein and in both service and servant leadership, as “designers, stewards, and teachers.”25 He goes on to enumerate five principles or disciplines that are the foundations of the learning organization and asserts that a discipline is a “developmental path for acquiring certain skills or
However, it is advisable to be aware of your own biases and understand that others have their own which inform their perceptions as well as what and how they choose to communicate. This is done without judging or assuming. “Ask yourself whether you are willing to change your point of view before you sit down at a meeting with staff or colleagues. Are you wedded to the way you see things? Are you going through the motions—collecting feedback on a project or on a decision only to forge ahead with a
vision that is greater than oneself. This means not being self-centered, but rather integrating one’s self or vision with that of others in the organization. Effective leaders see their own personal vision as part of something larger than themselves—a part of the organization and the community at large.”36 Sustaining Service as a Value | 121 S e rv i c e L e a d e r s h i p i n P r a c t i c e Logan, a new web designer, was hired to develop a state-of-the-art website for a large academic
your staff to answer telephone calls and/or chat reference in a courteous and polite manner. Note that whether you are dealing with patrons in person or on the phone, the way you begin a conversation or interaction will affect how the patron treats you; first impressions are hard to change. 7. Generate rapport. When a client approaches you, your greeting should be short and to the point. But sometimes it is more appropriate to spend a bit of time in conversation before getting down to business.
and sit down. Watch how your team members interact with one another. Think about what you know about the individuals. Does the interaction seem normal to you? Does one person have a stronger personality than the other? Now pretend you are a library patron and know nothing about these employees. Does the interaction between employees seem normal? Does the communication seem cordial? Is one team member helping out the other team member or are the interactions seem more like a conflict? Service