Posts in: October, 2017

How OCLC transformed a library … and one student’s life

2017-10-16-How-OCLC-Transformed-A-Library

Throw down the gauntlet

At the beginning of the 1992–1993 school year, I issued a challenge to teachers, students, administrators, and community members around the Ovid-Elise Area Schools in Michigan. Our small, rural library, which supported two elementary schools, a middle school, and a high school, had recently joined OCLC and for the first time had access to libraries worldwide through WorldCat. Even though our materials budget was tiny, I stood up in the first district staff meeting of the year and promised them all I would get any book that anyone needed for any reason.

The teachers whispered and even snickered. Our library had never been very relevant to them. We weren’t included in their lesson plans, and they rarely sent students to find resources. After a couple weeks, I got my first request: a 17-book bibliography. And that changed everything.

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It’s time to reinvent the collective collection

2017-10-10-It's-Time-to-Reinvent-the-Collective-Collection

This year, we are celebrating the cooperative’s 50th anniversary. In 1967, the Ohio library community changed the way they worked together to share their catalogs. It was truly a reinvention of cataloging, resource sharing and library discovery.

Today, as we begin our next 50 years, we are at another turning point that requires a new, even bolder vision. We are building on WorldCat, now the definitive global library collection, to provide library members, groups and regional and national partners even greater capacity to build, manage, and curate the collective collection.

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Customer Service Week: three opportunities to build, maintain, or break trust

Trust

Trust is emotional, and is built transactionally

Customer Service Week is being celebrated around the world this week, and the theme is “Building Trust.” And while trust is certainly an emotional concept, it isn’t completely immune to training, practice, review, and reward.

How do you measure and improve in a nebulous area like trust? I’d like to go through three opportunities that are typical “trust points” for most service-oriented organizations. In each case, I’ll suggest how this moment can either build, maintain, or break down trust between you and the people you serve.

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