Mark McCrindle at LIANZA 2008

One of the keynote speakers I was particularly interested in hearing was Mark McCrindle, a market researcher, social trends analyst and futurist from Australia. Mark delivered two sessions – the first a keynote session on “Understanding today’s learners” and a second session on “Engaging with the emerging generations”.

Mark had some amusing examples of how it is possible to get future predictions wrong – including a book he had found on how to survive the 80s, which predicted amongst other things the paperless office and a parking-hassle free future (yeah right!). Most of this session focused on the characteristics of Generation Y (those born between 1980 and 1994) and Generation Z (those born between 1995 and 2009). Mark was careful to point out that the characteristics he was talking about applied to other generations as well – because we are all under the influence of the cultural changes happening. Out of the jargony labels of postlife (we now have tweens, teens, kippers), poststructural (changing working hours, fluid careers), postlinear (basic needs are met, young people are more focused on higher order needs such as self esteem and self actualisation), the one that resonated with me was the postrational label – the need to engage both the head and the heart.

Mark used a quote from Socrates to illustrate his point that generation gaps are global and timeless “Children these days are tyrants, they gobble their food, contradict their parents and tyranise their teachers” – as relevant today as it was in 425 BC. Mark’s message for engaging with the emerging generations was essentially “back to basics” – a need to focus on great communication and focus on the 4 “Is” – Interest, Instruct, Involve and Inspire. He summarised his talk with stressing the importance of the 4 Rs of effective communication – keep it real, be relevant, be responsive (move with the times), relational engagement is the key.

As a marketing student I thought it was great to see someone from this sector delivering sessions at conference. I think librarians are getting a whole lot better at understanding their customers, profiling user groups etc (Auckland City Libraries have just advertised for a Business Intelligence and Planning Manager – wow!), but there is still a way to go. As librarians how much do we use market research and actionable information to drive our decision making about new services, or do we just rely on surveys to tell us how well we’ve done in the past?

Interesting Job Ad

Having been one myself in a previous life (but not in a library), I was intrigued to see Auckland City Libraries are on the lookout for a Business Intelligence Analyst. They say “The business intelligence analyst will be critical to that change as they support the library to become customer centric and improve performance. This broad role requires advanced analytical and computer skills to extract, analyse and interpret information that will enable the business to make decisions”. The role will include developing effective systems for obtaining “customer experience” intelligence e.g. through direct interface with customers” (are they talking about surveys??) as well as data mining information from the library management system. Great to see a dedicated staffing resource committed to this area – it will be interesting to see how it develops!