Selling Your Library –Communicating Your Message

I’m currently in the process of buying a house.  It’s a bit of a wreck and needs extensive renovation. (You’d think I’d have had enough of that at the office!)  This morning I walked through it with a home inspector.  He was incredibly thorough and communicative.

Before we went over the whole house twice, he explained how he would be proceeding.  The first time through was fairly general. I was asking a lot of questions which he took the time to answer as completely and as simply as possible.  You see, although a number of my relatives are certified contractors, carpenters and roofers, I’m not; so while I’ve been exposed to the terminology, I don’t always know what it means.  Not only did the inspector explain what everything was, he also explained the implications.

The second time through he took pictures and wrote detailed notes in his palm pilot.  He described what he was seeing, made sure I saw it too, and that I understood what it meant.  At the end he told me he’d be writing up a full report and attaching the pictures to it, along with links to pdf files that explained how things ought to be in a home.  He gave me his telephone number and email address for if, or when, I had any questions.  He also encouraged me to ask my brothers-in-law for their opinion of what he had told me.

So what does this have to do with libraries?  It’s all about the brilliance of the home inspector’s communication plan:

1.    He told me how he was going to present the information.

2.    He gave me the information more than once, using a variety of methods (visual, oral and hands on). 

3.    He will be providing a physical copy of the information that I can refer back to, summing up all his findings. 

4.    He also proved to me the legitimacy of his information by supplying another source to support what he found.  This was not defensiveness, it was calm assurance that the information he was providing me was accurate.

People absorb information in different ways.  I’m more of a visual learner, so pictures and hands on information are ideal for me.  Others need to hear a message, or see it in print.  The more methods you provide your listener, the more likely your message will be absorbed.  You may feel like you are repeating yourself over and over, and that your listener may feel that you are being patronizing, so gauge your audience.  If they’re zoning out you are either not using a communication method that works for them, or they’ve had enough!

Working in a library requires good communication skills.  You see people in person, respond to emails, and talk on the phone.  The information you present is important, so make sure it is received and understood, whether you’re dealing with patrons, your board, or us here at NLLS.  The better people understand you and what you’re doing, the easier your life will be and things will run more smoothly.