Mary Ellen Bates: The Indispensable Librarian

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The Indispensable Librarian [57 Slides]

Mary Ellen Bates

Sep 11, 2014

What's the value of priceless? Special libraries return $5.43 for every $1 invested.

The Indispensable Librarian Presentation Transcript

The Indispensable Librarian Mary Ellen Bates BatesInfo.com 10 Sept 2014
QUICK POLL How much value does the library add for your organisation? • Not much value • Some value • A lot of value • I don’t know BatesInfo.com 10
ARE we adding value? Do info pros add “a lot of value”? Info pros: 55% say yes Execs: 34% say yes 60% 50% 40% 30% 20% 10% 0% Info pros Execs BatesInfo.com 11
ft.com/sla 12
Execs’ top 5 info pain points Info overload Filtering through retrieved info Relevancy of info Up-to-date info Timeliness of info BatesInfo.com 13
We need insight, not just data 14
ARE we adding value? Biggest disconnects: Decision-ready information Relationship mindset Communication of value Proactively ID info needs BatesInfo.com 15
Seeing ourselves as indispensable BatesInfo.com 16
Can you answer these??? • What are your clients’ biggest pain points? • How do your clients describe your library’s services? • What do you do that changes someone’s outcome? BatesInfo.com 17
Indispensable info pros What are you to the bottom line? Overhead to be controlled OR Involved in accomplishing strategic goals BatesInfo.com 18
Indispensable info pros Do you track examples of your impact? What changed as a result of your work? BatesInfo.com 19
Indispensable info pros Do you know your organisation's strategic goals for 2014? Are you visibly contributing to those goals? BatesInfo.com 20
To reach and improve the lives of everyone living with cancer and to inspire millions of others to do the same. Macmillan Cancer Support Kate Arnold BatesInfo.com 21
We provide practical legal advice, along with exceptional client service, and we are renowned in Australia for our down-to- earth and friendly culture. Lander & Rogers Alice Anderson BatesInfo.com 22
[P]roviding effective and timely legal results, performing as an integrated team and drawing on proven expertise to best fulfil our clients' needs. Piper Alderman Lynne Barrington BatesInfo.com 23
Talking about value BatesInfo.com 24
What’s the value of priceless? Special libraries return $5.43 for every $1 invested Where is YOUR compelling value statement? BatesInfo.com 25
alia.org.au/roispecials BatesInfo.com 26
“So, what do you do?” I'm a librarian I help people find information I provide high-end information services I enable the discovery of insight BatesInfo.com 27
Boring messages We save you time/money …to do what??? We have authoritative sources but we already expect that We provide information research blah, blah, blah BatesInfo.com 28
Promote, don't defend! “The web doesn’t have everything” “The web isn't reliable” “We give you insight, not just a search result.” BatesInfo.com 29
When you describe yourself… Is it a WHAT or HOW? or is it a WHY? “We search premium databases” or “We provide insights from the outside” BatesInfo.com 30
HOW or WHY? “We provide research services” or “We help staff make better decisions” “We are experts in finding and organising information” or “We make critical research findable” BatesInfo.com 31
Emulate the pros See how info companies describe their value… their WHY Benefit from their investment! BatesInfo.com 32
Dialog helps organisations across the globe seek competitive advantage. LexisNexis enables you to attract more, higher quality clients. Elsevier helps customers advance science and health by providing world-class information. BatesInfo.com 33
Finding the Wow! “What are your biggest challenges right now?” “What’s keeping you from your biggest goals?” “What would you change in how you make decisions / do your work?” “What keeps you awake at night?” BatesInfo.com 34
Clients only ask you to do what they think you can do. BatesInfo.com 35
5 ways to invent information BatesInfo.com 36
BYOD: BUILD Your Own Data Search set counts Count mentions of topic over time {topic} AND 2014 {topic} AND 2013 {topic} AND 2012 37
BYOD: BUILD Your Own Data Search set counts Count mentions of topic over time {topic} AND 2014 {topic} AND 2013 {topic} AND 2012 38
BYOD: BUILD Your Own Data Google Auto-Complete What are lots of people thinking? Monitor your org’s reputation How can you respond? BatesInfo.com 39
BatesInfo.com 40
Google Trends Frequency of search queries over time Narrow by country or local area Also news reference points google.com/trends BatesInfo.com 41
How would you answer this? Show me how people’s use of the word energy changes over time BatesInfo.com 43
“energy” searches 2014 44
“energy” searches 2007 45
46 2014 2007 duke energy energy drink kinetic energy solar energy xcel energy progress energy solar energy energy star energy drink wind energy potential energy duke energy renewable energy BatesInfo.com
Pull out what's noteworthy 47
Create a time line The history of turducken BatesInfo.com 48
“But they don’t listen!” Trouble-shooting guide: • Audience—WHO you are talking to • Message—WHAT you say • Method—HOW & WHERE you say it • Timing—WHEN & HOW OFTEN you talk with your market BatesInfo.com 49
Telling your story BatesInfo.com 50
Telling your story It's not all about you Benefits, not features Results, not activity BatesInfo.com 51
Telling your story It's your job to sell, not their job to buy If they don't get it, try other approaches Can your brother / neighbor / spouse tell your story? BatesInfo.com 52
Elevator speeches BatesInfo.com 53
Die, elevator speeches, die! Once upon a time… BatesInfo.com 54 54
Elevator ping-pong A 3-second hook AED (defib) salesperson: “I sell human jumper cables” MEB: “My business is to create my best competition” MEB: “I help my clients look brilliant” BatesInfo.com 55
Elevator ping-pong A 3-second hook Info pro: “I'm the one who squeezes the library into your smartphone” Info pro: “I find what Google can't find” Info pro: “I make Google smarter” BatesInfo.com 56
Fill in the Q&A blanks… You know how {describe pain point, in one breath}? Well, I {describe what your clients get, in one breath} BatesInfo.com 57
Q&A example You know what it's like to walk into a key donor's office and get blindsided? Well, I can brief you the morning of the appointment with the latest on your donor. BatesInfo.com 58
Q&A example Do you wonder whether you are missing key research? Well, we have ________________ BatesInfo.com 59
Tell a 3-sentence story The situation What your client got What happened for your client BatesInfo.com 60
Tell a 3-sentence story 1. Describe your client's situation My client was reviewing jurors for a trial. BatesInfo.com 61
Tell a 3-sentence story 2. What does your client get from you? I monitored the jurors’ social media profiles and found a juror discussing the case. BatesInfo.com 62
Tell a 3-sentence story 3. What does your client do as a result? As a result of my work, we were able to remove a juror opposed to our client. BatesInfo.com 63
Our message: Librarians have strategic info resources Librarians are strategic info experts Librarians are strategic assets BatesInfo.com 64
and remember… BatesInfo.com 65
Reluctant-entrepreneur. com 66