CIL2010: Staff Development: Soft Skills, Firm Results

Janie Hermann - Princeton Public Library - Did an unconference as staff development day (Camp PPL).  Had buy-in from the top, but staff was reticent.  From previous staff development day, they knew that this would meet people's need.  Why do it?

• Save $
• New experience for staff
• Allow for active and shared learning
• Introduce new web tools

The logo was done in-house by a staff member who really wanted to create it.  The person went out of her comfort zone to do it. 

Asked people for feedback on what they wanted to discuss in "Birds of a Feather" sessions.  Also asked people if they wanted to give lightening talks.  They used Google Forms to gather this information. Out of this they came up with 17 choices.  They used Zommerang to narrow down the choices.

They closed down the library for the day.  They do it on a day when the public expects them to be closed (Nov. 11).  It becomes a floating holiday for staff.

Some staff challenged themselves to do presentations who had not done any before...or to use technology that was new to them.

Created a wall where people could share ideas.  The event was very visual. 

Colleen Harris & Mary Carmen Chimato - North Carolina State University - Their library gets 14,000 visits per day (2008-2009).  The lend technology as well as books, etc.  Because they lend technology, more people need to know how to use them and support them.  In addition, there is technology built into the building that needs to be supported.

First Annual ADS (Access & Deliver Services) Staff Retreat, Aug. 5, 2009.  What they learned from the staff retreat:

• What more feedback at every level
• More delegation
• Allow risk taking
• Generate higher expectations
• More training 
• Acknowledge achievements

What does excellent customer service look like?  If you require this, then define what it is.  How will you know what it occurs?  Create indicators, measure, whatever will help you and your employees.

Find and exploit learning internal and external learning opportunities.  But not everything learns at the same rate and not everyone can (or wants) to learn what you need to learn.  Two challenges - desire & ability.

Actual versus desired performance.  Are your employees doing what you desire?  What are the firm consequences if they do not do what is desired?   Can you have a discussion about the person's performance or do you need to go down a disciplinary route?  Be specific.  Also empower them to be part of the discussion.  Gain agreement and make it their personal responsibility.

BTW it is NCSU that create WolfWalk, which uses digitized images.