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Communicating Professionally: A How-To-Do-It Manual for Library Applications, Second Edition
By Catherine Ross and Patricia Dewdney
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1-55570-340-2 . 1998 . 8 1/2 x 11 . 323 pp.
View Table of Contents
See other titles in this series:
How-To-Do-It Manuals
Finally! An updated and expanded version of the training guide Booklist called "One of the most valuable professional publications to come off the presses in a long time." Completely revised to better serve the verbal and written communication needs of the modern library, this new edition covers all types of communication including: public speaking; conducting interviews; leading group discussions, workshops and conferences; designing newsletters, handouts and brochures; creating press releases and public service announcements; and writing memos, letters, and formal reports. This new edition includes expanded sections on mastering individual skills and sensitivity to cultural, ethnic, and linguistic issues, as well as whole new sections on communicating with new technology - voice mail and e-mail; practicing Netiquette; Web pages; teleconferencing and videoconferencing; and using presentation software. Practical tips and skills training exercises, examples of common library situations, interesting research facts, a special section on support staff, and references to other sources round out this practical guide. Helpful for library staff, volunteers, information and referral counselors or staff trainers, this guide is a must-have for anyone who wants to improve communication skills.
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Reviews
"This is an essential resource." Library Journal
"Required reading for all library employees and affiliated groups." Public Libraries
"A worthy investment...provides a foundation on which to build regular staff, volunteer, and trustee training sessions." Journal of Education for Library and Information Science
"Offers librarians a systematic way of augmenting and polishing their communication skills. Journal of Academic Librarianship
"Highly recommended for students in a library degree program and for everyone who works in public, academic, or special libraries." LISCA
“A highly usable and practical work. It can serve as a “how-to” for individuals, as well as a self-help manual for the entire library organization….Our success as library and information science practitioners is undeniably related to our success as effective communicators. Thanks to Ross and Dewdney, we are all at least one step farther along that path.” Serials Review
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Contents
Acknowledgements
Preface
Part I Skills
1. Nonverbal Behavior
1. Introduction to nonverbal behavior
2. Eye contact
3. Smiling and nodding
4. Pausing
5. Posture
6. Physical appearance
7. Vocal qualities
2. Listening
1. Goals of effective listening
2. Barriers to listening
3. Improving listening skills
3. Skills: Speaking
1. Introduction to speaking skills
2. Acknowledgment
3. Minimal encouragers
4. Open questions vs. closed questions
5. Avoiding premature diagnosis
6. Sense-making questions
7. Follow-up questions
8. Reflecting content
9. Reflecting feeling
10. Closure
11. Giving instructions and directions
12. Inclusion
13. Confrontation
14. Giving feedback
15. Receiving feedback
16. Offering opinions and suggestions
4. Skills: Writing
1. Analyzing audience
2. Choosing an appropriate style
3. Writing with impact
4. Writing briefly
5. Organizing
6. Using inclusive and nondiscriminatory language
7. Checking spelling
8. Avoiding common grammatical errors
9. Using tables, charts, and graphs
10. Formatting the page
11. Postscript: keeping your reader in mind
5. Integration: Putting It All Together
1. How to use this chapter
2. Theory and paradigms
3. Sense-making: a theory of information as communication
4 Microcounseling and microtraining
5. Intentionality
6. The problem of manipulation vs. genuineness
7. Tips for practicing
8. Skill integration
Part II Applications
6. Applications: Speaking One-to-One
1. Using the telephone and voicemail
2. Helping library users: the first 60 seconds
3. Interviewing
4. Coping with special situations
5. Awkward customers and problem patrons
7. Applications: Working in Groups
1. Why work in groups?
2. Characteristics of groups
3. Patterns of communication
4. Group dynamics
5. Group work in libraries: four types of face-to-face communication
6. Group work in libraries: three types of virtual groups
7. When your group has problems
8.Applications: Making Presentations
1. General considerations
2. Arranging for other people to speak
3. Introducing a speaker
4. Thanking a speaker
5. Chairing a panel
6. Making a presentation yourself
7. Making a longer presentation: workshops and conference sessions
8. Booktalking
9. Leading tours
10. Providing bibliographic instruction
11. The media interview
9. Applications: Writing
1. When to write and when not to
2. Internal communication vs. external communication
3. Memos
4. Letters
5. Reports
6. Signs
7. Instructions
8. Policy and procedure manuals
9. Staff newsletters
10. Forms: the fax cover sheet
11. Booklists
12. Annotations
13. Reviews
14. PR, publicity, and promotion
15. Contributions to he professional literature
16. Proposals
17. Written communications for groups
18. Writing electronically
10. Applications: Training Others in communication Skills
1. How to use this book for training
2. Teaching adults
3. Planning the training program
4. Using the microskills training model
5. Modeling good behavior
6. Using tapes for training
7. When trainees are resistant
8. Evaluation and follow-up
9. Where to get help
Bibliography
Index
About the Authors
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