The concept of ‘account manager’ is well established in business – a role that gives the client a single point of contact with the organisation. Focusing communications allows a relationship to develop and the account manager can, therefore, calibrate service delivery to the needs of the particular client. For the client, the service has a more friendly face and a direct line of contact, in person or remotely. In a parliamentary setting, clients may be unaware of the full range of service offers and, depending on the structure, may find it daunting to work out what they can get from whom – so may look for apparently ‘quick and easy’ solutions elsewhere. An account manager can simplify the process of connecting the client with the relevant service offer, and so make it more likely that service will be requested and used.(more…)
Latest Blog Posts
‘Evidence in Action – an analysis of information gathering and use by Canadian parliamentarians’ Kimberly Girling, Research and Policy Director, Evidence for Democracy and Katie Gibbs, Executive Director, Evidence for Democracy. November 2019
This substantial report on the use of evidence by Members in Canada is the product of a campaigning organisation which describes itself as
“the leading fact-driven, non-partisan, not-for-profit organization promoting the transparent use of evidence in government decision-making in Canada. Through research, education and issue campaigns, Evidence for Democracy engages and empowers the science community while cultivating public and political demand for evidence-based decision-making”
“politicians will necessarily be in the business of making political judgements rather than merely rational assessments”p. 209, Crewe, 2015
Emma Crewe’s ‘House of Commons: an Anthropology of MPs at Work’ (2015) is an account of how UK Members work, based on anthropological observation. It provides insight into how Members actually use information and make decisions – academic study that appeared almost completely absent ten years ago when I researched ‘Members use of information’. Crewe does not directly address parliamentary library/research service issues (neither term is indexed) but she does make some very relevant observations on ‘evidence’ and how Members in the UK parliament use it.(more…)
The download is a presentation with practical advice based on recruiting and being recruited through a career. It draws on experience in library & information, archives and research services and it refers to the typical processes used by large/public organisations. Smaller businesses might be different. Variants of this presentation proved useful to staff of different services and to students of Robert Gordon’s University, Aberdeen.
Services still fall into the trap of promoting as a metric the number of enquiries/requests they get. Or their administrations impose it. Partly it seems an obvious measure, partly it is deceptively easy to collect and describe. It is, therefore very tempting to use it, especially if the figure is improving. Increasing numbers are an attractive message when a service is starting or has tried to increase interest from clients. But it is a potentially dangerous trap to use as a long term performance measure. There are at least three good reasons why services should not offer request numbers as a measure of success.(more…)
‘Agnotology and knowledge management in parliamentary research services and libraries’
Paper for the ECPRD conference, September 2016 in Oslo, Norway
Knowledge management and ignorance
One possible reason for KM not fulfilling its promise is that it has not fully engaged with ignorance – what it is, how it functions, how it can be managed….
Knowledge is clearly central to what parliamentary research and library services do: they deliver knowledge which parliamentarians can put to use. The discipline of ‘knowledge management’ (KM) is of obvious interest, and in the wider world there is a great deal of thoughtful reflection and IT solutions offered for KM, but it has never seemed to fulfil its early promise and really take-off, no more in parliaments than elsewhere. Why not? The genesis of this paper came during a presentation on the mismatch between parliamentary libraries and research services aimed at ‘full-information decision making’ and the reality where overloaded Members of parliament must, in many cases, make ‘fast and frugal’1 decisions. It was argued that such decision-making is highly effective and economical, whereas the “full-information” model is not feasible, economic or even appropriate – we elect Members to make political decisions, not act as scientists. It was for parliamentary services to diversify their delivery of knowledge beyond the classic quasi-academic (both library & research) to include also methods and products adapted to the real working styles of many Members.
This positive view of how Members work was challenged – very directly – by a colleague in a national parliament who, after decades of experience, felt that some Members in their parliament had no interest in any kind of objective, scientific input, no matter how well designed for their working habits. Those Members simply wanted to take politically-based decisions regardless of evidence or expertise. Is this sceptical view justified regarding (some) Members in general, and is there something in the supposed recent trend to ‘postfactual’ or ‘post-truth’ politics? Has expertise lost its real and symbolic value? And if ‘yes’ to these questions, is there a responsibility and a means for knowledge services to respond? What ethical challenges do we face in this environment? How can we better manage knowledge to help Members? This is a first and tentative look at these issues: the paper raises questions but does not offer many explicit answers….
‘Success does not equal value’, Computers in Libraries Conference 2013, Washington DC, USA
Despite considerable success on any professional view, and good professional metrics, the value of the library & analytical service of the European Parliament was still put in question by some Members. Clearly, we were misunderstanding something. In 2010/11 we decided to focus on value – what did it mean in a parliamentary context? And how could we increase our value added?(more…)
‘Members Use of Information and Changing Visions of the Parliamentary Library’ Library trends 58(4) Spring 2010: 434-458
This article caused quite a stir in its original form as a conference paper/presentation at IFLA in Milan in 2009. Previews had prompted quite strong attacks from some colleagues in other parliaments, but the wider view of the IFLAPARL Section (the global body of parliamentary library & research services) was very positive. They nominated it as the paper of the Conference, and as such it was one of a few selected by IFLA for publication in the IFLA Journal shortly after.(more…)
At the 2016 IFLAPARL conference, during a coffee-shop meeting of delegates interested in parliamentary research services, I noted that we lacked explicit and systematic guidance on the ethical questions that arise in daily work in the sector. We had two sets of professional guidelines (one for research and another covering libraries) but neither addressed the question directly. During the 2017 IFLAPARL conference the significance of this gap was discussed (presentation here). A survey, workshops and two years discussion by a working group ended in 2019 with the adoption of a set of checklists (final presentation here). We did not find an absolute standard that could apply to all services worldwide. We did find a definition of the minimum aspiration to make work on ethics worthwhile; and a set of specific issues found in the sector which any service could self-assess on – the checklists. The checklists are selective – they seek to avoid duplicating generic ethical codes for libraries and research, and focus on known issues rather than all possible issues. The checklists and their background can be found on the IFLAPARL site here.
UPDATE – checklists now available in Spanish and in French. Same location. February 2020