Infopeople Webcast:Infopeople Webcast: Retaining & Motivating Retaining & Motivating
Excellent Library EmployeesExcellent Library EmployeesMarch 6, 2006
Noon – 1:00 pm
Presenter: Paula M. Singer [email protected]@singergrp.com
22
HousekeepingHousekeeping
Today’s webcast:Today’s webcast: presentation: 50 minutespresentation: 50 minutes Q&A: final 10 minutesQ&A: final 10 minutes
Submit your questions via ‘Chat’ Submit your questions via ‘Chat’ duringduring webcast so presenter gets them in timewebcast so presenter gets them in time
Fill out evaluation during Q&AFill out evaluation during Q&A
Don’t wait for Q&A to submit questions
Webcast Archives:http://infopeople.org/training/webcasts/archived.html
33
When to Use ChatWhen to Use Chat
Chat Area ThereList of Participants There
• Get help with technical difficulties •send message to “HorizonHelp”
• Ask presenter questions•send message to “ALL”
• Chat with other participants•“select name from dropdown list”
44
AgendaAgenda
Why retention matters Why retention matters Why employees stayWhy employees stay OrientationOrientation RetentionRetention RecognitionRecognition
55
Why Retention MattersWhy Retention Matters
Costs: Costs: 1½ - 2 times salary & benefits1½ - 2 times salary & benefits Staffing costs – costs to hireStaffing costs – costs to hire Vacancy costs – lost productivityVacancy costs – lost productivity Training costs – to prepare new employeeTraining costs – to prepare new employee ““Acting” payActing” pay
Loss of knowledgeLoss of knowledge Work not done, priorities not metWork not done, priorities not met Impact on colleagues Impact on colleagues
66
Obstacles to RetentionObstacles to Retention Competition for the tech savvy, interpersonally
skilled Declining supply of library & information
science professionals More choices for both degreed and non-
degreed personnel Low compensation Retirements Freezes
77
Population DeclinePopulation Decline
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
1975 1980 1985 1990 1995 2000 2005 2010 2015
88
Talent PoolTalent Pool
35- to 44-year-olds in the U.S.Index 1970 = 100
15%
drop
80
100
120
140
160
180
200
220
197080 90
200010
2020
Today
99
The Changed The Changed Employer-Employee RelationshipEmployer-Employee Relationship
The “contract” is broken Life Long Employment
vs. Mutuality of Purpose Free agents Flexibility to meet diverse
needs Work/life considerations
Think about yourself Think about yourself and your staff….and your staff….
What keeps you at your library? Why do you stay?
1111
Why Employees StayWhy Employees Stay
A feeling of connection Feeling valued Personal and professional growth Continuous learning Making a difference Good management Can’t afford to leave Fair pay and benefits
1212
Compensation is Compensation is More than a SalaryMore than a Salary
Salary Benefits - the “other paycheck” Work environment
A three legged stool!
ALA toolkit for salaries
http://www.ala-apa.org/salaries/toolkit.pdf
1313
Retention Begins with Retention Begins with OrientationOrientation
1414
OrientationOrientation
Relationship begins Relationship begins before the hire before the hire Employees value a personal connection Employees value a personal connection Accommodate different learning stylesAccommodate different learning styles Make it interactive and funMake it interactive and fun Complete paperwork and procedural Complete paperwork and procedural
“stuff” in advance“stuff” in advance
1515
Orientation Orientation Beyond the WorkplaceBeyond the Workplace
Offer dual career assistanceOffer dual career assistance Include family in the equation, invite to Include family in the equation, invite to
orientationorientation Match new employees with friends and Match new employees with friends and
services, new neighbors, teenage services, new neighbors, teenage babysitters, etc.babysitters, etc.
Help with relocationHelp with relocation
1616
Assimilation Assimilation
Provide a buddy/Provide a buddy/
mentoringmentoring Create & reward best practicesCreate & reward best practices Develop expectations for managementDevelop expectations for management
1717
Welcome!Welcome!
Desk, computer, workspace ready on Desk, computer, workspace ready on day one day one
Welcome cardWelcome card Balloons, food Balloons, food New employee party at work siteNew employee party at work site Formal follow-up at 30, 60, 90, 120 Formal follow-up at 30, 60, 90, 120
daysdays
Keys to RetainingKeys to RetainingTop TalentTop Talent
1919
Job Satisfaction & Retention Job Satisfaction & Retention
2020
1. Increase Opportunity1. Increase Opportunity
Challenge Interesting projects Responsibility Team leadership Special assignments Promotion
2121
Opportunities for Employee Opportunities for Employee Development Development
Internal recruitment Support for education Job rotation/cross training Task forces, project assignments Academies of learning Career ladders Mobility among libraries
2222
Cultivating ExcellenceCultivating Excellence
Individual development plans Coaching/mentoring Performance management with real
feedback and coaching 360 feedback Accelerated advancement/steps Co-manager opportunities Shared staff opportunities
2323
2. Decrease Stress2. Decrease Stress
Identify stressors Distribute work evenly Eliminate red tape Manage interruptions Promote and model
stress-reducing activities
2424
Work/Life BalanceWork/Life Balance Define work in terms of what
is to be accomplished Provide flexible work schedules Evaluate alternative work places and
telecommuting Appreciate dilemma of child care, elder care,
multiple individual roles “Allow” voluntary demotions Appreciate diversity of personal values and
priorities
2525
3. Provide Leadership3. Provide Leadership
Build trust Commit to helping others succeed Offer motivation Seek excellence Take action
2626
4. Emphasize Work Standards 4. Emphasize Work Standards
Focus on taking pride Link performance to customer
satisfaction Develop customer service and
quality measures collaboratively Be very clear on expectations Celebrate achievements
2727
5. Provide Fair Rewards5. Provide Fair Rewards
Employees want fair rewards for the work they do, based on:
Skill ResponsibilitiesEffortWorking conditions
Communicate Reward for top performance
2828
New & Emerging BenefitsNew & Emerging Benefits
Extra insurance(s) at group rate Auto, legal, & pet insurance 529 savings plans Counteroffers Eldercare – 411 Lactation Rooms Research leave/sabbaticals “Stop the clock” tenure
2929
Convenience/Concierge ServicesConvenience/Concierge Services
Dry cleaner pick-up Supermarket / Carry-out delivery Financial planning Passes, discounts – zoo, museum Classes on-site – educational, fitness Discount coupons – cleaning services,
manicures, lawn care Wellness, health screening
3030
6. Allow Adequate Authority6. Allow Adequate Authority
Empower employees to act
Encourage employee input to decisions, goals, and direction setting
3131
Retaining Talented Workers as Retaining Talented Workers as They Near RetirementThey Near Retirement
Phased retirement Re-hiring as part-timers or consultants Temp work Training/mentoring assignment Sabbatical
Recognizing EmployeesRecognizing Employees
““People will forget what you People will forget what you said. People will forget what you said. People will forget what you did. But people will never forget did. But people will never forget
how you made them feel.”how you made them feel.”AnonymousAnonymous
3333
Recognition Recognition Enhances performance Helps motivate Provides practical
feedback Makes it easier to get
the work done Improves productivity
3434
““Old School” Recognition Old School” Recognition ProgramsPrograms
Formal 1 size fits all Centrally (HR) managed Infrequent Culture of entitlement Selectively used for top performers only
3535
Recognition UpdatedRecognition Updated
Includes informal elements Multiple programs & activities Leader-oriented Frequent & flexible Culture of performance Used for everyone
3636
Carroll County Public LibraryCarroll County Public LibraryEveryone Counts!Everyone Counts!
Mission: Created to celebrate the contributions of CCPL staff members, and to foster an atmosphere of appreciation, respect and motivation• Coworker • Supervisor to Staff • Formal
3737
Coworkers Recognize Colleagues Coworkers Recognize Colleagues
Dedication Achievement Character Service “Can do”attitude
Respect Cooperation Helpfulness Flexibility
3838
Supervisors Recognize StaffSupervisors Recognize Staff
Handling an emergency or difficult situation
Filling in on another job Completing a special task Consistently presenting a positive attitude
that inspires Giving time & assistance to an area or
staff person outside dept. or responsibility
3939
More Formal RewardsMore Formal Rewards
Customer Service Award Spirit Award Service Awards Retirements
4040
““Spirit of CCPL” RecognitionSpirit of CCPL” Recognition Providing consistently outstanding service to internal
and/or external customers Bringing innovative idea(s) to the system Enhancing operations Accomplishing a specific project Contributing to the mission and/or goals of CCPL Providing exceptional service in spite of extraordinary
circumstances Presenting an idea or recommendation that resulted in a
cost savings to CCPL
4141
Tulsa City County LibraryTulsa City County Library
Rave Review Team Award Standing Ovation Applause
4242
Low Cost - High Impact Low Cost - High Impact RecognitionRecognition
BRAVO award coupons Special recognition for pages and hourly
employees Xerox hand Bragging sessions Start each staff meeting with good news &
praise for employees who deserve it Read thank you letters from customers Self-recognition days
4343
More Ideas More Ideas
Anniversary letter Thanks button on website Lifesaver award” Employee nominated EZTDBW award “Eagle award” Employees write about others
4444
Developing a Developing a Recognition Program Recognition Program
Focus on the areas that have the most impact Involve employees Announce the program with fanfare Publicly track progress Have lots of winners Allow flexibility of rewards Renew the program as needed Link informal and formal rewards
4545
Getting StartedGetting Started
Start in your own sphere
Do just one thing differently
Focus on what you CAN do
Don’t expect perfection
4646
Building CommitmentBuilding Commitment
Focus - employees know what they need to do and what is expected of them
Involvement - people support most what they help to create
Development – encourage opportunities for learning and growth
Gratitude - recognize good performance (formal or informal)
Accountability - employees are responsible for their performance and lack thereof
4747
Fine-Tuning Retention Strategies Fine-Tuning Retention Strategies
Analyze turnover - address any problems Do exit interviews and USE the data Survey incumbents
Paper/pencil, online Town hall meetings Meetings with senior management
Not one size fits all! Target to individual needs
4848
4949
Resources Resources ALA. “Advocating for Better Salaries and Pay Equity
Toolkit.” www.ala-apa.org/toolkit.pdf. Bob Nelson & Dean Spitzer, The 1001 Rewards &
Recognition Fieldbook, Workman Publishing, NY 2003.
Public Libraries, Recruitment and Retention Issue, Vol. 45, No.1, Jan/Febr 2006.
Paula M. Singer & Jeanne Goodrich, Retaining and Motivating High-performing Employees, Public Libraries Recruitment and Retention Issue, pp 58-63.
Paula M. Singer, Designing a Compensation Program for Your Library. ALA, 2002.
5050
THANK YOU!THANK YOU!
Paula M. Singer, Ph.D.Paula M. Singer, Ph.D.
The Singer Group, Inc.The Singer Group, Inc.
12915 Dover Road12915 Dover Road
Reisterstown, MD 21136Reisterstown, MD 21136
410-561-7561410-561-7561
[email protected]@singergrp.com
www.singergrp.comwww.singergrp.com