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21st Century Librarian


10.13.11 | Iowa Library Association Conference
21st Century Librarian




10.13.11 | Iowa Library Association Conference
21st Century Librarian




10.13.11 | Iowa Library Association Conference
21st Century Librarian


“We know what we are, but
 we know not what we may be.”
                        - William Shakespeare




10.13.11 | Iowa Library Association Conference
21st Century Librarian

In the year,
2060
people are...

10.13.11 | Iowa Library Association Conference
10.13.11 | Iowa Library Association Conference
The
21st Century
Challenge
 What is a library’s role?
                                             Your Place. Stories you want,
                                             information you need and
                                             connections you seek.




10.13.11 | Iowa Library Association Conference
The
21st Century
Librarian

10.13.11 | Iowa Library Association Conference
Top 10 Things 21st Century Librarians Do



                             current




                                                    continuous improvement
                                    communicate

              connect create consult
                    change
                       customer
                convenient
                               collaboration

   10.13.11 | Iowa Library Association Conference
Communicate
Reference Interview 2011
Customer1 has joined the room
Lissa Staley has joined the room
(09:24) Lissa Staley: Hi -- let me find out the best answer I can for you. One moment
(09:24) Customer1: thank you.
(09:25) Lissa Staley: While I am waiting for a response, I can tell you that generally after
it comes back up, they leave it offline while they load in all of the materials that have
been returned since it went down.
(09:27) Lissa Staley: Okay --It is up now
(09:28) Lissa Staley: And we think has been up since Thursday
(09:28) Lissa Staley: The IT head recommends that you restart your computer to clear
the cache on your browser
(09:28) Lissa Staley: if you are still getting the out of order page at http://dvd.tscpl.org
(09:28) Lissa Staley: Let me know if that doesn’t work or if you need more assistance!
(09:29) Customer1: wow! Thanks Lissa.I will try these.
 Appreciate all of your help. Its great people like you that make our library the gem of
the city!!!!!!
Customer1 has left the room




10.13.11 | Iowa Library Association Conference
Communicate
Reference Interview 2011
(1:52:14 PM) guest495381: do you have a copy of the “Briggs & straton service manual”
(1:52:18 PM) nbdesk1-tscpl: hi
(1:52:20 PM) nbdesk1-tscpl: let me check
(1:53:37 PM) nbdesk1-tscpl: We have some Stratton related manuals, can you tell me
more specifically what we need?
(1:54:18 PM) nbdesk1-tscpl: We have a walk behind lawn mower service manual
(1:54:40 PM) nbdesk1-tscpl: And a collection of lawn mower repair reference books
that don’t check out but you can make photocopies of here
(1:55:21 PM) guest495381: That would be it. Where’s it located?
(1:55:52 PM) nbdesk1-tscpl: In the library, in the Auto Repair Reference section, the
lawn mower repair books are on the last section, waist height
(1:56:08 PM) nbdesk1-tscpl: The Auto Repair Reference is across from the DVDs,
specifically across from Adventure and Comedy.
(1:56:26 PM) nbdesk1-tscpl: (It’s located there so that it is close to the photocopier)
(1:56:45 PM) nbdesk1-tscpl: Anything else I could help you with?
(1:57:49 PM) guest495381: that got it. Thank you very much.
(1:57:56 PM) nbdesk1-tscpl: Thanks for using the library!
(1:57:59 PM) guest495381 has left the conversation.


10.13.11 | Iowa Library Association Conference
Customers




10.13.11 | Iowa Library Association Conference
Market Segmentation


                                                 “Library service is really all about
                                                 connecting with people and
                                                 building relationships built on
                                                 real knowledge about each
                                                 other. And the data that drives
                                                 that is market segmentation.”
                                                                - Gina Millsap


10.13.11 | Iowa Library Association Conference
Perception vs. Reality
We thought: People who live in East Topeka are generally
underserved and are not big library users.

We learned: 77% of the segment are library customers and have the
5th highest check out per customer.




10.13.11 | Iowa Library Association Conference
21st Century Librarian




10.13.11 | Iowa Library Association Conference
M
                                                                                od
                                                                                   es
                                                                                       t In
                                                                                             c
                                                                                    So om
                                                                                         cia e H




                                                                                                                0%
                                                                                                                     20%
                                                                                                                           40%
                                                                                                                                 60%
                                                                                                                                       80%
                                                                                                                                             100%
                                                                                     I l Se om
                                                                              So nne cur es
                                                                                  ut r C ity
                                                                                    hw ity S
                                                                                          es Te et
                                                                                              te na
                                                                                                 rn n
                                                                                             Sim Fa ts
                                                                                                        m
                                                                                       Ci ple ilie
                                                                                           ty
                                                                                   Yo D Liv s
                                                                                       un im ing
                                                                                            g e
                                                                                   Gr an nsi
                                                                                       ea d R on
                                                                                            tE e s
                                                                                               x s
                                                                                       M pec tles
                                                                                           et ta s
                                                                                              ro ti
                                                                                        M City ons
                                                                                             id
                                                                                               lan Ed
                                                                                                   d ge
                                                                                    Ru Ho Cro
                                                                                        stb m wd
                                                                                              elt e To
                                                                                                  Tra w
                                                                                                      d n
                                                                            He                  Cr itio
                                                                               ar Co os ns
                                                                                  tla ll sro
                                                                                      nd eg ad
                                                                                            Co e To s
                                                                                                m w




                                                 ■ Print



10.13.11 | Iowa Library Association Conference
                                                                                            M mu ns
                                                                             As M etro niti
                                                                                pi id p es
                                                                                                                                                    We learned: They check out more books than films.




                                                                                  rin lif ol
                                                                                       g e ita
                                                                                 Ol You Jun ns
                                                                           Re d a ng cti



                                                               Segments
                                                                              tir nd Fa on
                                                                                 em N m
                                                                                      en ew ilie
                                                                                          t C co s
                                                                                      M om me

                                                 ■ Non-Print
                                                                                          ilk m rs
                                                                                              an un
                                                                              Co                  d C itie
                                                                                                                                                                                                                                                                              Perception vs. Reality




                                                                                  zy                   oo s
                                                                                      an
                                                                                                                                                                                                        We thought: People in rural Shawnee County prefer films over books.




                                                                                           d C In kies
                                                                                                om St
                                                                                                     fo yle
                                                                                               Ex rta
                                                                                                  ur ble
                                                                                                      b
                                                                            Up R e it          Gr an
                                                                                 an ustb en es
                                                                                    d           e Ac
                                                                                So Com lt Re res
                                                                          Pr p
                                                                            os hi ing tiree
                                                                               pe stic Fa s
                                                                                  ro at m
                                                                                      us ed ilie
                                                                                           Em Sq s
                                                                                                pt uir
                                                                                                   y       es
                                                                                              Pr Nes
                                                                                                air te
                                                                                                    ie rs
                                                                                                       Liv
                                                                                                          in
                                                                                                            g
Consultants




10.13.11 | Iowa Library Association Conference
Convenience




10.13.11 | Iowa Library Association Conference
Create




10.13.11 | Iowa Library Association Conference
Continuous Improvement




10.13.11 | Iowa Library Association Conference
Continuous Improvement




          Before         After
Change

The Next Decade
Our Vision
 You know us – and we know you
 You Trust Us
 You Are Proud of Us
 You Inspire Us
 You Can’t Read Enough (For Us)




10.13.11 | Iowa Library Association Conference
Change



The Next Decade
Our Commitment
Enhance our citizens’ lives through services when,
where and how they need them.




10.13.11 | Iowa Library Association Conference
Change
The Next Decade
Our Goals
 Support the economic vitality of our community
 Monitor and respond to societal changes with
  information to help people manage and improve
  their lives.
 Support and nourish the community spirit,
  imagination and culture
 Contribute to the growth and development of our
  community’s families and children



10.13.11 | Iowa Library Association Conference
Connect
How am I like the founder of the Hair Club for Men?
Collaborate




10.13.11 | Iowa Library Association Conference
Current                                      Ereaders   Facebook


Netflix




 10.13.11 | Iowa Library Association Conference
Be the Customer




10.13.11 | Iowa Library Association Conference
What
Motivates Your
Customer?

10.13.11 | Iowa Library Association Conference
How can we appeal to people in the future?
                                                     reliability




                                                                   easy communication
                                    delivery on preferred channels

 connect the dots
SenSe of Belonging
                                       no industry jargon
                convenient
                         easy transactions

    10.13.11 | Iowa Library Association Conference
21st Century Librarian


                                                 RULES




10.13.11 | Iowa Library Association Conference
PlatinumTooth headset
                                                                        (connects directly to brain)
  AppleSoft iPad
                                                                 PhluxCapacitor Drives
                                                                 (formerly known as flash drives)


                                                                                 InfoWand
                                                                                 (RFID scanner/check-out device)




library-dedicated cellular                                                     hydrogen cell powered
communications device                                                          retractable skate shoes
                                                                               (soon to be upgraded to magnetic
                                                        ©TSC




                                                                               levitation platforms)
                                                            PL




       10.13.11 | Iowa Library Association Conference
Thank you.
Questions?
Gina Millsap
gmillsap@tscpl.org
ginajmillsap.org
(785) 580-4480
presidential nominee for ALA
      VOTE

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21st Century Librarian ILA Conference 2011

  • 1. 21st Century Librarian 10.13.11 | Iowa Library Association Conference
  • 2. 21st Century Librarian 10.13.11 | Iowa Library Association Conference
  • 3. 21st Century Librarian 10.13.11 | Iowa Library Association Conference
  • 4. 21st Century Librarian “We know what we are, but we know not what we may be.” - William Shakespeare 10.13.11 | Iowa Library Association Conference
  • 5. 21st Century Librarian In the year, 2060 people are... 10.13.11 | Iowa Library Association Conference
  • 6. 10.13.11 | Iowa Library Association Conference
  • 7. The 21st Century Challenge What is a library’s role? Your Place. Stories you want, information you need and connections you seek. 10.13.11 | Iowa Library Association Conference
  • 8. The 21st Century Librarian 10.13.11 | Iowa Library Association Conference
  • 9. Top 10 Things 21st Century Librarians Do current continuous improvement communicate connect create consult change customer convenient collaboration 10.13.11 | Iowa Library Association Conference
  • 10. Communicate Reference Interview 2011 Customer1 has joined the room Lissa Staley has joined the room (09:24) Lissa Staley: Hi -- let me find out the best answer I can for you. One moment (09:24) Customer1: thank you. (09:25) Lissa Staley: While I am waiting for a response, I can tell you that generally after it comes back up, they leave it offline while they load in all of the materials that have been returned since it went down. (09:27) Lissa Staley: Okay --It is up now (09:28) Lissa Staley: And we think has been up since Thursday (09:28) Lissa Staley: The IT head recommends that you restart your computer to clear the cache on your browser (09:28) Lissa Staley: if you are still getting the out of order page at http://dvd.tscpl.org (09:28) Lissa Staley: Let me know if that doesn’t work or if you need more assistance! (09:29) Customer1: wow! Thanks Lissa.I will try these. Appreciate all of your help. Its great people like you that make our library the gem of the city!!!!!! Customer1 has left the room 10.13.11 | Iowa Library Association Conference
  • 11. Communicate Reference Interview 2011 (1:52:14 PM) guest495381: do you have a copy of the “Briggs & straton service manual” (1:52:18 PM) nbdesk1-tscpl: hi (1:52:20 PM) nbdesk1-tscpl: let me check (1:53:37 PM) nbdesk1-tscpl: We have some Stratton related manuals, can you tell me more specifically what we need? (1:54:18 PM) nbdesk1-tscpl: We have a walk behind lawn mower service manual (1:54:40 PM) nbdesk1-tscpl: And a collection of lawn mower repair reference books that don’t check out but you can make photocopies of here (1:55:21 PM) guest495381: That would be it. Where’s it located? (1:55:52 PM) nbdesk1-tscpl: In the library, in the Auto Repair Reference section, the lawn mower repair books are on the last section, waist height (1:56:08 PM) nbdesk1-tscpl: The Auto Repair Reference is across from the DVDs, specifically across from Adventure and Comedy. (1:56:26 PM) nbdesk1-tscpl: (It’s located there so that it is close to the photocopier) (1:56:45 PM) nbdesk1-tscpl: Anything else I could help you with? (1:57:49 PM) guest495381: that got it. Thank you very much. (1:57:56 PM) nbdesk1-tscpl: Thanks for using the library! (1:57:59 PM) guest495381 has left the conversation. 10.13.11 | Iowa Library Association Conference
  • 12. Customers 10.13.11 | Iowa Library Association Conference
  • 13. Market Segmentation “Library service is really all about connecting with people and building relationships built on real knowledge about each other. And the data that drives that is market segmentation.” - Gina Millsap 10.13.11 | Iowa Library Association Conference
  • 14. Perception vs. Reality We thought: People who live in East Topeka are generally underserved and are not big library users. We learned: 77% of the segment are library customers and have the 5th highest check out per customer. 10.13.11 | Iowa Library Association Conference
  • 15. 21st Century Librarian 10.13.11 | Iowa Library Association Conference
  • 16. M od es t In c So om cia e H 0% 20% 40% 60% 80% 100% I l Se om So nne cur es ut r C ity hw ity S es Te et te na rn n Sim Fa ts m Ci ple ilie ty Yo D Liv s un im ing g e Gr an nsi ea d R on tE e s x s M pec tles et ta s ro ti M City ons id lan Ed d ge Ru Ho Cro stb m wd elt e To Tra w d n He Cr itio ar Co os ns tla ll sro nd eg ad Co e To s m w ■ Print 10.13.11 | Iowa Library Association Conference M mu ns As M etro niti pi id p es We learned: They check out more books than films. rin lif ol g e ita Ol You Jun ns Re d a ng cti Segments tir nd Fa on em N m en ew ilie t C co s M om me ■ Non-Print ilk m rs an un Co d C itie Perception vs. Reality zy oo s an We thought: People in rural Shawnee County prefer films over books. d C In kies om St fo yle Ex rta ur ble b Up R e it Gr an an ustb en es d e Ac So Com lt Re res Pr p os hi ing tiree pe stic Fa s ro at m us ed ilie Em Sq s pt uir y es Pr Nes air te ie rs Liv in g
  • 17. Consultants 10.13.11 | Iowa Library Association Conference
  • 18. Convenience 10.13.11 | Iowa Library Association Conference
  • 19. Create 10.13.11 | Iowa Library Association Conference
  • 20. Continuous Improvement 10.13.11 | Iowa Library Association Conference
  • 21. Continuous Improvement Before After
  • 22. Change The Next Decade Our Vision  You know us – and we know you  You Trust Us  You Are Proud of Us  You Inspire Us  You Can’t Read Enough (For Us) 10.13.11 | Iowa Library Association Conference
  • 23. Change The Next Decade Our Commitment Enhance our citizens’ lives through services when, where and how they need them. 10.13.11 | Iowa Library Association Conference
  • 24. Change The Next Decade Our Goals  Support the economic vitality of our community  Monitor and respond to societal changes with information to help people manage and improve their lives.  Support and nourish the community spirit, imagination and culture  Contribute to the growth and development of our community’s families and children 10.13.11 | Iowa Library Association Conference
  • 25. Connect How am I like the founder of the Hair Club for Men?
  • 26. Collaborate 10.13.11 | Iowa Library Association Conference
  • 27. Current Ereaders Facebook Netflix 10.13.11 | Iowa Library Association Conference
  • 28. Be the Customer 10.13.11 | Iowa Library Association Conference
  • 29. What Motivates Your Customer? 10.13.11 | Iowa Library Association Conference
  • 30. How can we appeal to people in the future? reliability easy communication delivery on preferred channels connect the dots SenSe of Belonging no industry jargon convenient easy transactions 10.13.11 | Iowa Library Association Conference
  • 31. 21st Century Librarian RULES 10.13.11 | Iowa Library Association Conference
  • 32. PlatinumTooth headset (connects directly to brain) AppleSoft iPad PhluxCapacitor Drives (formerly known as flash drives) InfoWand (RFID scanner/check-out device) library-dedicated cellular hydrogen cell powered communications device retractable skate shoes (soon to be upgraded to magnetic ©TSC levitation platforms) PL 10.13.11 | Iowa Library Association Conference