Books by Sheila Pantry

In these turbulent times, with the challenges of a constantly changing job market, shifting information-seeking behaviour and a vast array of new resources continually being produced, library and information services need to constantly keep one step, or more, ahead of their users. The benefits of analysing user behaviour are self-evident: better strategic planning, cost benefits and better use of budgets, better marketing, satisfied customers, satisfied management, and a library or information unit that is central to the needs of your parent organization. However, paradoxically, user needs and levels of expectation, including those of remote users, are often not fully explored. This accessible text goes back to the basics and investigates the following key issues: why this book; defining your users; understanding users - the what, why, where, when, how and who; what is the current knowledge of user behaviour and needs - is it really predictable; great expectations - how LIS professionals can manage and train users; using information about past user behaviour; making the most of knowing your users; keeping track of changes in what users want; tracking the future - electronic and social networking; and, future perfect. This book will help any library or information professional anywhere to take a fresh look at this important area and to tackle it in their organization, so as to ensure that their users will always obtain exactly what they want. Webmasters and knowledge managers will also find much to interest them.

Stress and conflict in the workplace undermine performance and can make people mentally and physically ill. Research indicates that ever-increasing numbers of people are experiencing excessive pressure of this kind in our rapidly changing world of work. This applies to libraries and information organizations as much as anywhere; indeed they can be particular targets for verbal and non-verbal violent behaviour because of their accessibility to the public. In addition, as in all organizations, a certain proportion of library staff is suffering aggression, abuse, bullying or harassment from a work colleague. Tackling - and preventing - these situations effectively is a responsibility for management under health and safety legislation in the UK and many other countries.This can result in significant benefits for the organization in terms of recruitment and retention, employee commitment, performance and productivity, customer satisfaction, organizational image and reputation, and avoidance of potential litigation. This book defines clearly what should and should not be tolerated in a healthy and safe working environment, and introduces the reporting procedures and communication skills leading to conflict resolution, enabling both employees and managers to consider situations consistently, based on risk assessment previously carried out. The chapters cover: current health and safety concerns; are you at risk?; the business case; risk assessment procedure; advice, guidance and legislation; taking action to solve interpersonal conflict; dealing with aggression and violence; and, support to be expected inside and outside the organization.Also included are case studies, a glossary of health and safety terms, and sources of further information, including relevant legislation. This book is essential reading for employees at all levels, and also for managers, team leaders, supervisors, personnel and human resources staff, complaints officers, union officers and anyone else in the information organization who may be called upon to deal with people.

Offering useful advice for any information professional eager to prosper in the library and information environment of the 21st century, this title offers guidance on managing every stage of your career, from new entrants and mid-career professionals to more senior positions.