Good Manners (vs. Bad Manners)

In 2002 Judith Broady-Preston and Lucy Steel published their article, "Employees, customers, and internal marketing strategies in LIS." This article discusses internal markerting. Internal marketing is described as "the management philosophy of treating employees as customers."

Like Hise's article (reviewed in the previous post) this article makes it clear that employers must recruit and retain the right people for the jobs. However, this article differs from Hise's article in the fact that it promotes attracting, selecting, training, motivating, directing, evaluating, and rewarding employees.

A main point that Broady-Preston and Lucy Steel bring up is the importance of training and development. Good training leeds to a quality staff and quality service. And, "The development of employees is a key component of internal marketing." "A staff development programme is essential if we are to make effective and efficient use of staff, and to provide them with the skills to succeed in an ever-changing environment."

To retain and encourage good employees, motivational techniques should also be used. Managers should continually "share in, acknowledge, and praise the achievements and contributions made by members of staff."

Unlike Hise, Broady-Preston and Lucy Steel recognize the affirmation of employees as assetts to the organization. Hence, all libraries ought to have processes in place to recruit, train and develop staff in a positive manner.

Source:

Employees, customers and internal marketing strategies in LIS. Judith Broady-Preston, Lucy Steel. Library Management. Bradford: 2002.Vol.23, Iss. 8/9; pg. 384, 10 pgs.