So what should we do? Since most of us are in the same rut, I'm always a big fan of looking outside our profession or industry for inspiration and new ideas. Recently, I came across this video (also embedded below) on Twitter and it immediately resonated. The basic message from Laura Patterson is: impact not output. While the video and the topic might be geared toward redoing a marketing budget, the general message applies perfectly to law librarians. Like many, we typically think about the 'numbers' from an output perspective. For example, how many reference requests did we have during the month of February? How many new titles were added to the catalog this month? But I wonder if this is enough? Is this meaningful to anyone? Does it show value? It hasn’t worked, so how do we change the message?
In the video, Laura recommends focusing instead on these three things:
- Acquiring new customers
- Customer retention
- Customer growth
Bottom line: stop measuring the ‘stuff’ we do and start measuring the outcomes we achieve.