Dear Tim
"4. A commitment to all levels of CILIP staff giving a reasonable reply to enquiries within (say) 10 working days (and that not just being 'thank you for your email we are looking into it'). If someone is on leave/off sick, then a colleague should deal with the enquiry.
I have also had to wait several weeks to get a reply to queries I emailed to more senior levels of CILIP staff
(the direct info service was fine),and have recently heard of a colleague who had the same problem. Which is actually very dismissive of members; do we matter so little to our membership organisation?! As well as a poor service in general: the places I have worked had a deadline of replying to public enquiries of 10 days at the longest."
This has been my experience recently. I have emailed this person several times, and then eventually they said they would phone at a certain time. They didn't phone so sent an email, but no reply. I am getting a bit fed up, this person offered to help me with something.
best wishes
Penelope Carter
Librarian
National Gallery of Scotland
The Mound
Edinburgh EH2 2EL
T= ++44 (0)131-624 6501
F= ++44 (0)131-220 0917
W= http://www.nationalgalleries.org
Exhibition:
The Age of Titian, 'til 5 December 2004
-----Original Message-----
From: Chartered Library and Information Professionals [SMTP:[log in to unmask]] On Behalf Of Tim Buckley Owen
Sent: 11 November 2004 11:55
Subject: CILIP services: critical questions and answers
To LIS-CILIP members
As with the subscriptions reform issue, a number of LIS-CILIP contributors have also been commenting on what they expect CILIP to be doing for them. In particular, Fiona McLean came up with a range of services that would help make a difference for her. As before, CILIP staff (in this case CILIP's Director of Knowledge & Information Jill Martin and Senior Adviser Kathy Ennis) responded to her off-list. Fiona has agreed that this off-list reply can be posted to LIS-CILIP, so below you will find the text of her original email followed by the CILIP officers' reply.
Best wishes,
Tim.
FIONA'S ORIGINAL LIS-CILIP POSTING:
Thinking about a wider list of things that would help make a difference, for me at least:
Continue the improvements in the Gazette (well done on the work on that to the editor)
1. Specific employment advice/representation (as in Phillipa's message) I really miss that service too, and was really surprised to hear that it wasn’t offered. Surely it should be a key service? 'Traditional' organisations like the Rcn and BMA have it.
2. Cheaper editions of the books (how about doing them in paperback with less glossy paper, for a start?)
3. Remote LISA access- agreed ages ago (tho only 5 years worth) but still not available. And no, its not the same asking CILIP staff to do it- none of the flexibility of refining your search, or browsing results. It’s a bit ironic that this is an organisation of LIS staff, surely the most likely to do our own searching! When last heard (months ago) there was some issue of migrating the membership database. But surely there could be something basic like Athens and our membership nos?
4. A commitment to all levels of CILIP staff giving a reasonable reply to enquiries within (say) 10 working days (and that not just being 'thank you for your email we are looking into it'). If someone is on leave/off sick, then a colleague should deal with the enquiry.
I have also had to wait several weeks to get a reply to queries I emailed to more senior levels of CILIP staff
(the direct info service was fine),and have recently heard of a colleague who had the same problem. Which is actually very dismissive of members; do we matter so little to our membership organisation?! As well as a poor service in general: the places I have worked had a deadline of replying to public enquiries of 10 days at the longest.
And that wasn’t a membership organisation responding to its members- who should be providing a better service!
5. Key points from CILIP courses in Gazette. They are often on just the really important practical issues we face a lot. The courses are too expensive for my organisation, as well as the problems escaping the office. They are also in London (may occasionally be elsewhere- I don’t know- but definitely not in a whole range of places)And/or such info on the CILIP website. It might actually increase the numbers attending the courses, as there would inevitably be more info you could get at a course, and this could whet the appetite.
6. Free online CPD, perhaps following the model of what the NHS organised for its LIS staff- 'FOLIO' courses on topics such as evaluating your service (see <<http://www.nelh.nhs.uk/folio/complete.htm>>) Or other unique info resources
7. Continue the practice of this year and always have postal/online ballots on anything crucial, not just AGM votes (how many of us in work can get a day off and be in London?) Little cost to CILIP- just need to send them out with the newsletter.
(Personally, I also think that retired people very much have the right to cheap membership, if they want it, but should not have a vote on CILIP policy.)
JILL & KATHY'S REPLY:
Dear Fiona,
We are replying off-list to a number of points you made in an email to the LIS-CILIP discussion list earlier this week. We will answer your points in the order that you raise them.
Access to Employment Advice / Representation
All CILIP Members have access to the Advice Team. A major aspect of the work of this team is employment advice - anything from preparing for interview to issues of redundancy, bullying, regarding etc. Details of access to this Team can be found on the CILIP website at <<http://www.cilip.org.uk/professionalguidance/needadvice>>.
Another service that is available to CILIP Members is access to The Work Foundation Employment Law Helpline - an impartial information and advice service provided by experts in employment law and human resource management. At present CILIP Members are referred to the Helpline via the Advice Team. Once the Member’s Only section of the CILIP website is available (to be launched at the Online Exhibition in December) Members will be able to access this service directly via the website.
The Advice Team also carries out a ‘representation’ function - often being called upon to write supporting statements for Members in terms of regarding claims, restructuring issues etc. One major aspect of this work is making representation to employers who advertise posts at lower than recommended salary levels or with inappropriate or inadequate reference to professional skills and competences.
Cheaper Editions of Books
Facet Publishing is a self-financing commercial enterprise operating in a small, specialist market place. Their publications are very reasonably priced in comparison to their competitors and carry a 30% discount for CILIP Members.
Remote LISA Access
As you rightly point out, remote access to LISA has been promised - as part of the CILIP website development. Direct access for Members to LISA, JIS and JOLIS will be available in the Member’s Only section of the website that will be launched at the Online Exhibition in December.
Commitment to Respond
One problem with contacting CILIP staff directly is that many of them are not desk-based and access to electronic communication of the move is not always as easy as we would hope. It should also be noted that very few senior staff have administrative support. This is why we encourage all Members to use the standard route into CILIP via the Information Team (details on the website at <<http://www.cilip.org.uk/enquiryandsearch/enquiries>> ).
The Information Team has service delivery standards in dealing with members. E-mails are answered within a working day, letters and faxes within 2 days, and enquiries requiring extensive research are completed within 5 working days. The added advantage of this route is that the Information Team are aware of the most appropriate person within CILIP to answer your enquiry.
Key Points from CILIP Courses
The CILIP Training and Development Department is a self-financing commercial enterprise in competition with a number of other highly successful training providers. They do subsidise their courses for CILIP members and, although some people see them as expensive, they are, by comparison, reasonably priced.
Online CPD
As part of the development of the Framework of Qualifications it is planned that there will be an emphasis on submission of Portfolio via the CILIP website. As the Framework is embedded in the concept of CPD there will be online tools developed to support, guide and advise Members. This will become increasingly important in terms of Revalidation and Fellowship.
Postal / Online Ballots
The most common postal ballots are those seeking election to CILIP Council as a national, Branch or Group Councillor. On average they attract a 15% response rate. The current Subscriptions ballot is likely to produce a much greater response.
There is currently a salary survey being conducted via the CILIP website which has been extended for a further two weeks to allow for a greater response rate.
The consultation on the Framework of Qualifications that was undertaken late 2003 / early 2004 garnered approximately 1,000 comments.
A survey asking for views about Gazette will be included in the issue dated 19th November.
Finally, we would like to make two general points. Resources within the CILIP Secretariat are comparatively limited and comprise a number of small units - for instance 3 advisors and only one international officer - we do our best to respond in a timely fashion to members needs but inevitably there may be delays or even failures. Secondly LIS-CILIP was not set-up as a channel of communication between members and CILIP staff, but as a discussion forum for LIS issues. It is not moderated and although many of us read it, it is most definitely not the best way to talk to us. Use the [log in to unmask] e-mail or 020 7255 0620 for that. Individual staff contact details are also available on the CILIP website at <http://www.cilip.org.uk/aboutcilip/contactus/staff.htm>