Telling the Technical Services Story: Communicating Value

The real-world initiatives and straightforward advice in this collection will embolden technical services managers and administrators to demonstrate the value of their work to stakeholders throughout their organization. Technical Services isn't the hidden discipline it once was. Even so, despite all the cross-departmental interaction, misconceptions about the work are all too common. It's incumbent on technical services staff to take a proactive approach by communicating to others their value to the library and institutional mission. Spotlighting several successful initiatives, this collection will give you the guidance to bolster communication within departments, across the library, and campus-wide. You'll learn about applying the 7 principles of communities of practice to break down silos; software such as Trello, Basecamp, and Confluence that can improve communications workflows; ticketing systems and training to help frontline staff solve e-resource access problems; engaging faculty in collection decisions using a mix of communication channels; how informational classes on metadata can improve the work of staff across the library; supporting research data management through metadata outreach; using focus groups to develop shared expectations with subject librarians; 4 narrative strategies to market library resources; using infographics as a dynamic way to illustrate progress in a collection management program; developing an external communication plan for a library de-selection project; using portfolio management to collaboratively implement new services; and planning a cross-departmental retreat.