For this week I have a post from the Good Experience blog. The author, Mark Hurst, wrote Bit Literacy, which I referenced in my book as a system of productivity. His excellent blog focuses on providing and promoting good customer experiences, something most librarians can get behind.
This particular post discusses how the most highly paid person in the room (the HIPPO) usually has his or her opinion implemented regardless of all other data. The buy-in of this person on projects is crucial, and this person's view of the organization sets the mood for all actions. Consider the HIPPO when dealing with issues of customer service, workplace productivity and motivation.
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