TOP 10 TIPS PRESENTATION 

7 JUNE 2005, SLA CONFERENCE

 

THE KUDOS FILE: BRAGGING ABOUT YOUR ACCOMPLISHMENTS

 

PREPARED BY MICHELE MELADY

MANAGER, CBC REFERENCE LIBRARY

 

It’s an understatement to say that email has revolutionized the way the CBC Reference Library provides reference and research service. Walk-in traffic has decreased over the years, while email requests for information have grown exponentially. Ours is more and more of a virtual reference service these days, with CBC journalists and producers across Canada and across the hall opting to email their research requests, and we in turn sending them articles, statistics, web links, by email.

 

In my early days as a new manager, occasionally one of the librarians would forward to me a short email from a satisfied customer, and I’d read it, feel pleased that we had met that person’s information needs, feel proud of my staff, and then…I’d just delete the message.

 

But one day it occurred to me that those ephemeral little emails could be very valuable. So I asked the librarians to start forwarding to me every spontaneous, complimentary response from a user that was more than just a two-word “thank you”; “thank you, you’re great!” counted and I wanted to see it.

 

Each months I cut and paste all those little emails into one email I call the Reference Library Kudos File, and I forward it to my managers and the librarians. In addition to the thank you, I preserve a bit of the context so people can see what the original request was and how we responded to it.

 

Individually they might seem insubstantial but there is power in numbers. When you read all those compliments compiled back to back, it’s impressive!

 

Here are some examples:

 

“Thanks so much. The Reference Library rocks!”

 

“As always, lovely doing business with you.”

 

“Thanks, I couldn’t have written my speech without you.”

 

“Wow, you’re great. This is exactly the stuff I was looking for.”

 

“Those articles were gold, and helped us find people we needed quickly.”

 

“You are as usual, fabulous, fast and helpful and much appreciated down here by this staff of one.” (that from our Latin American correspondent)

 

Here’s why I do it, and why you should too.

 

  1. The Kudos File proves your institutional worth. It’s a terrific way to show your managers the value-added service you are providing to people and how much they appreciate it. These comments are unsolicited, they are heartfelt, and their very pithiness makes them more likely to be read by busy managers who don’t have time to read long-winded testimonials from you  about how great you are. With the Kudos File they get a succinct monthly report from the people who matter – the users.

 

  1. It’s dead simple to do, there is no technical wizardry involved, and it takes no time at all. It also doesn’t cost anything.

 

  1. It’s a morale-booster for staff to know that their efforts are being acknowledged and highlighted to management. It’s also motivating for them to see how effectively they are all working together as a team to provide excellent service.

 

  1. The Kudos File provides a quick snapshot of who your loyal users are and where across the organization they come from. You’re ready to go should you have to call upon them for help with user surveys, or to test a new library product, or God forbid, if the library is threatened with staff or budgetary cutbacks. The Kudos File is just as valuable for who and what departments are not in it – it reveals pockets within the organization that perhaps are not fully aware of your service and thus could be potential targets for promotion and publicity efforts.

 

  1. And finally, if you’re having a bad day, if you’re feeling under-appreciated, open up that Kudos File and bask in all the positive feedback and you’ll feel totally reinvigorated and ready to take on the world!

 

 

 

 

 

 

 

 

"Top Ten Tips: Ten ideas to make your library more effective"
News Division Program, SLA 2005 Annual Conference

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To request updates or additions contact Michele Melady
Last updated 6/22/2005