ER&L 2013: Internal and External Clients — Why Do We Treat One Better Than the Other?

Speakers: Dawn McKinnon & Amy Buckland, McGill University

someecards.com - Since it's difficult to infer tone in an email, you should assume all mine are sarcastic or bitchy.

We have pretty good outward-facing communication and support, but internally, we’re not so polite or explanatory.

Always reply to an email if a reply is needed, even if it is to say you can’t do it right now (or ever). Use the same pleasantries you would with an external client.

One solution is to make everyone give a job talk, which helps everyone understand a little about what each other is doing. Another solution is to provide topical workshops and general updates to help everyone understand workflow and impact on other departments.

Committees that combine staff from different departments/areas can help make sure that all the bases are covered.

Communicate! You cannot communicate too much, especially if it is important. Email lists, blogs, weekly meetings with management, regular open office hours, bimonthly recorded talk with the Dean, etc.

Pitfalls to watch out for: spreading negative misinformation, public shaming, and shoveling crap (i.e. typical librarian passive-aggressiveness, or passing the buck).

Libraries are about community. Service levels should be the same for students, donors, colleagues… anyone who is part of the community!