By Dominic Agyei Dankwah

Some lessons arrive wrapped in complex frameworks and technical concepts. Others are captured in a simple phrase that lingers long after the conversation has ended. During a recent visit to the MacArthur Foundation in Chicago, one such phrase emerged from a discussion with Elizabeth Quinlan, Senior Information Specialist: “Always Be Communicating (ABC).” At first, it sounded like straightforward professional advice. Yet as I reflected on it, the phrase revealed something deeper about how organisations create influence, build relationships, and demonstrate impact. For libraries striving to be data-driven, user-centred, and strategically aligned, it may be one of the most important lessons of all.

Throughout the Mortenson program, we have explored what it means for libraries to be data-driven, user-centred, and strategically aligned. We have discussed the importance of understanding users, using evidence to guide decisions, and designing services that respond to evolving needs. Yet the visit to the MacArthur Foundation highlighted another critical dimension of impact, effective communication.

Libraries do many remarkable things. They teach information literacy, support research, provide access to knowledge, manage data, preserve heritage, and create opportunities for learning and innovation. Increasingly, libraries are collecting evidence to demonstrate the outcomes of these activities. However, evidence alone does not create impact. Impact requires visibility.

For instance, a successful information literacy programme can improve students’ research skills, but its value may remain unrecognised if faculty members are unaware of the outcomes. A research data management service can support researchers throughout the research lifecycle, but it cannot be utilised if potential users do not know it exists. Even the most carefully planned strategic initiatives may struggle to gain institutional support if their contributions are not effectively communicated. The challenge is not unique to any one institution. In many libraries, communication is often treated as an activity that happens after the work has been completed. Yet effective communication should be viewed as an integral part of service delivery itself.

This lesson resonated strongly with me as I reflected on my work at the University of Health and Allied Sciences (UHAS) in Ghana. Academic libraries are increasingly expected to demonstrate their contribution to teaching, learning, research, and institutional development. Librarians invest significant time and effort in supporting these activities, but the impact of their work is not always visible to students, faculty, university leadership, or external stakeholders. And in my view, communication helps close that gap. Sharing evidence of student learning outcomes, highlighting stories of successful research support, reporting on open science initiatives, and showcasing new services are all ways of making library value visible. More importantly, communication builds awareness, trust, and partnerships. It helps stakeholders understand not only what libraries do, but why their work matters.

The phrase “Always Be Communicating” also challenges libraries to think beyond traditional approaches. Communication does not happen only through annual reports or formal presentations. It happens through newsletters, websites, social media platforms, podcasts, workshops, dashboards, and everyday conversations. Every interaction becomes an opportunity to connect people with services and demonstrate impact. As libraries continue to evolve, communication may become one of the most important professional skills librarians can cultivate. Data tells us what is working. Users help us understand where needs exist. Strategy guides our direction. Communication ensures that these efforts are understood, appreciated, and supported. The visit to the MacArthur Foundation reinforced a simple but powerful idea: good work does not automatically translate into impact. For impact to occur, people must understand the value being created and the difference it makes. For libraries seeking to strengthen their relevance and influence, the pathway to impact may begin with a simple principle, one that I will carry with me long after the Mortenson program ends. I will Always be communicating.