Sarah Nichols

Sarah L. Nichols is an experienced knowledge manager with expertise developed in a variety of professional services and nonprofit organizations. She is skilled in research, enterprise social networking applications, marketing of library and knowledge management services, contract negotiation and vendor relationship management. Now, as a writer, editor and principal of her own consulting practice, Sotto Voce Communications, Sarah writes about issues facing librarians, knowledge managers and other information professionals.
Special Libraries customer service

3 Tenets of Customer Service

Letting your clients know you care requires some individualized attention, even when you are busy, and seriously impacts satisfaction and your library’s brand.

KM Has an Image Problem

KM Has an Image Problem

KM has an image problem. People only understand value if they can see impact – help them understand why what you do is important and relevant.

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