Our first three posts defined customer engagement and focused on our clients/colleagues. We suggested a strategy for identifying and connecting with the colleagues we serve. We looked into gaining a better understanding of ourselves as people, and we reviewed the core skills for listening. In this post we design a roadmap for engaging colleagues in the various specialized settings of information professionals.
In our first two posts in this series, we defined what customer engagement is in the special librarian’s context, and outlined an approach to building a special library focused customer relationship management system.
Now, let’s ask ourselves what are the major competencies required for success? What should we invest our personal development focus on?
My last post defined terms related to customer engagement and focused on the personal relationship-building component of our mandate with our target colleagues.
A major element of building relationships is knowing your colleagues well. No one’s memory is perfect. You can’t remember everything, and you may be working in teams (although this is useful for solos too). For sustainability and teamwork, you need to build a database that pulls together your knowledge of your clients and colleagues.
This series of blog posts on client engagement is inspired by a reader comment. Thanks!
“I appreciate Stephen Abram's tips. Could you talk more of 'engagement'? How can special librarians 'engage' employees? THANK YOU!”
This reader comment has inspired me to think more deeply about how special librarians and information professionals need to behave differently on the customer engagement front. Yes, special librarians are different!