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April 2007 |
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Dear Quantum2 Member... Quantum2 at SLA SLA Annual Conference is being held June 3-6, 2007, in Denver, Co. This year our two Quantum2 CE courses are being offered through partnership with division programming for the Legal Division and for the Leadership & Management Division. Whilst we are thrilled to be collaborating with members at the grassroots level, of course, you do not have to specifically be members of either of these divisions to attend the sessions. You qualify for the member rate just by being a member of SLA. We look forward to welcoming you. To find out more about these sessions and to register, see below.
To register for these events, please visit the SLA Conference Website at www.sla.org/content/Events/conference/ac2007/index.cfm Quantum2 for Australia/New Zealand In addition, Quantum2 members in Australia and New Zealand can mark the date of May 30, 2007, in their calendars, as we will be soon posting the details for a web session specially timed for take-up in the region, to be presented by Melinda Kershaw, our local coach. The topic will be Measuring Impact: Cost Justification for Information Services. Quantum2 Topic of the Month As an information professional, how often have you wondered why it is that you sometimes find your clients do not know what it is that you do? Or that even if they know what it is you do, why they try to get you to toke care of things that either nobody knows what to do with, or nobody else wants to take care of? One of the best ways to make sure that your clients and patrons know exactly what you are about is to communicate effectively what it is that you do and how you do it. This can be done by “setting the stage” to agree ground rules and manage expectations through Service Level Agreements (SLAs). According to Naomi Karten, a speaker, consultant and author with experience in addressing communication gaps, service level agreements are
(Establishing Service Level Agreements by Naomi Karten, available at www.nkarten.com/sla.html#est). Service level agreements are excellent tools for helping service providers and their customers improve communications, manage expectations, clarify responsibilities and build foundations for lasting relationships. They can be effective communications mechanisms for creating a common understanding between the parties regarding service delivery and availability, responsibilities and priorities on each side. They help prevent conflict and can be objective platforms for assessing service effectiveness and quality. By creating an SLA or “charter” for your information service delivery, you will have a solid basis for engaging with your patrons in activities which they know and understand you to be expert on, and you will avoid them placing unrealistic demands on you or your resources. The end result is a more effective and targeted delivery to meet client expectations. This and other skills and attributes form the core of many Quantum2 workshops and web resources. For more tips on boosting your personal and professional competencies, visit the Quantum2 Web pages at http://quantum.dialog.com/. As always, your suggestions for workshop topics are welcomed. Also, if you know a friend or colleague who would benefit from Quantum2, please encourage them to sign up today.
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