Client engagement in libraries: from empathy to compassion

In my ALIA Queensland Mini Conference presentation last year, I briefly spoke about importance of empathy and compassion in cultivating inclusive library services. I want to explore this topic further and discuss how empathy and compassion can transform client engagement in libraries. A lot of people think great customer service is about fixing things, solving …

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What resilience is not

I’m not going to lie; 2018 has been tough so far. And I haven’t been feeling very resilient in the face of it all. I have a complicated relationship with the concept of resilience; what it is, how we build it, and all the opinions, psychology and sometimes superficiality that comes with it. So for …

Being a change agent and creating a “speak up” culture

I believe everyone is a change agent. I also believe in creating a “speak up” culture in your workplace. Speaking up is important because in order to create change, people need to know. People who don’t know about certain workplace issues, wrongdoings or even opportunities cannot do anything about them. And people who want positive …