Developing our Core Competences
These are the questions I think we should reflect upon to get a greater understanding each of our information service’s core competences with a view to develop them for the challenges of the future.
- How proactive should we be in seeking out where organisation knowledge is held and perhaps hidden?
- How do we make tacit organisational knowledge explicit?
- Who do we need to liaise or negotiate with to access this organisational knowledge?
- How do we access, hold and share organisational knowledge in SSiD?
- How do we disseminate the information we are presented with, decode it and present it to staff and students as usable information?
- What skills do we need to develop to effectively uncover, disseminate and distribute organisational knowledge?
- How can we expect students to understand some of more opaque procedures when some of us still don’t understand them ourselves?
- What level of cooperation, collaboration and co-creation with colleagues do we need to engage with to release useful information to students?
- How do we respond to the changing information needs of students?
- Are key operating procedures documented, available and accessible to staff?
- Do staff refer to procedures/knowledgebase when delivering services?
- What are the different systems we use to record and retrieve information?
- Does the process of recording and retrieving information improve the information quality?
- What systems do we use to help record, store and share information?
- How effectively do we use information to respond to enquiry handling?
- When information issues arise that are not covered by existing policies or procedures, how do we handle them?
- What is content and how is it different from information?
- What are the stages of the content life cycle?
- How do we manage the content life cycle?
- How do we ensure the effective reuse of content?
- How do we make content appropriate and effective for specific channels?
- How we repurpose paper publications content for the web, information sheets, posters, social media, emails, etc.?
- Why are sending information?
- Who needs what information?
- What information needs to flow in and out?
- When is the information needed?
- How will the information be formatted?
- Who will be responsible for transmitting the message?
- Who will be responsible for providing the information?
- How do we ensure there is effective feedback to confirm that the message was received and understood?
- How do we make sure that existing customers are clear about what they can expect of us?
- How do we make sure customers are aware of the options available to them?
- How can make high quality customer service consistent?
- What areas of service delivery do we regularly monitor?
- How do we use the service level agreement, customer care policy and customer performance standards to reflect on their service delivery?
- Do customers understand how they can access ours what they should expect?
- How do we empower staff to take retrospective action in terms of service recovery?
- How should staff respond to negative feedback they receive?
- How can we empower staff to make sure service recovery takes place?
- How do we make decisions about which items of feedback to act on?
- How do we information students about improvements based on their feedback?
- How do we feedback comments from student about services provided by colleagues?
- Do we have an accurate understanding of customers’ expectations?
- Do our customers perceive our products/services as meeting or exceeding their expectations?
- Are there specific standards in place to meet customer expectations?
- Do our products/services meet or exceed the standards?
- Is the information communicated to our customers about our products/services accurate?
- Do we understand the cycle of service for each service we provide?
- How do we identify and diagnose existing problems?
- How do we test changes that we think will solve problems?
- What changes can we make that will result in improvement?
- How do we standardise those changes?
- How do we measure improvement to service?
- How will we know improvement is a result of the changes we have made?
- What are we trying to accomplish?
by Scott Castle
31 January 2016
updated 3 March 2017