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Why Nations Fail

My mother, who knows about the work I do in libraries around culture change to produce vibrant organizations, sent me an article from the New York Times Magazine online called “Why Some Countries Go Bust” (http://tinyurl.com/79vylps). The article reviews a new book by Turkish M.I.T. professor Daron Acemoglu and his collaborator James Robinson called “Why Nations Fail,” What seems obvious to me is that the principles they present apply not only to nations but to organizations, as well. As the author of the NY Times article says,

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Getting Lost on the Way to Community Service

A popular library rallying cry in these defunded times calls for developing methods  "supporters" can use to advocate for "our" institutions. I see it in the way we want to draw attention to "values" we provide through readers' advisory promotions, collection maintenance directions, and programming targeting youth. We want to demonstrate how thoroughly we learned the marketing lessons we taught ourselves across the past decade.

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Customer Service is a Team Sport

When somebody says “customer service” what comes to mind?

Is it a smiling person using open gestures and asking how they can help?  That’s where most people’s minds go.  What’s missing is all the things that happen behind the scenes.  Customer service starts long before and far away from the public service desk and involves almost everyone on staff.

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