Hola a todos: Pues a mí el comentario de Diana me hace recordar lo que he leído en el Library Journal: The Transparent Library: Measure the Silence http://www.libraryjournal.com/article/CA6625205.html
de donde me voy a limitar a copiar algunos párrafos que creo que son clave para los que somos "bibliotecarios dospuntocereros": "You make every effort to create a transparent library. You listen to your staff and customers and give them all possible means to talk to youemail, blogs, paper comment cards, telephone numbers, instant messaging, etc. You try to listen in via Twitter and Yelp. (...) But what are you not hearing? As with any healthy relationship, personal or public, you need to hear what's not being said. What about the silence? What are people not telling you and why? How do you measure the silence? (...) Perceived silence (is) when your staff or customers are saying or doing something and you're not hearing it because either you haven't put the proper mechanisms in place for them to talk to you, or, more likely, because you're ignoring the conversation. (...) Whom are you not hearing from? And worse, whom are you ignoring? Are there discussions going on that perhaps you'd rather not hear? (...) Don't forget about going to the field. Talk to staffers who don't talk to you. Find out what they think, and ask them what they might be hearing from the library's customers. You'll be surprised what customers say to front-line staff that never reaches the decision-makers." ¿Estamos, o no estamos en "la gran conversación"? -------------------------------- Honorio Penadés de la Cruz Universidad Carlos III de Madrid Biblioteca de Colmenarejo [email protected] -------------------------------- ---------------------------------------------------- Para darse de baja IWETEL pincha y envia el siguiente url mailto:[email protected] ----------------------------------------------------
