Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Andere mochten auch
Andere mochten auch (15)
Ähnlich wie Library Transformation on a Budget
Ähnlich wie Library Transformation on a Budget (20)
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Library Transformation on a Budget
- 1. LIBRARY TRANSFORMATION ON A BUDGET STRATFORD PUBLIC LIBRARY
- 2. 2 TODAY’S AGENDA Overview of SPL Staff reorganization Service changes results Discussions Library renovations
- 3. 3 About SPL • 1903 Carnegie Library • 32,000 population • 8,761 active card holders • 355,541 annual circulation • 84,354 items in physical collection • 171,058 visitors in 2016 • 12,472 net sq ft / 17,202 gross sq ft over 3 floors • 35 employees (15 FT, 20PT)
- 4. 4 Strategic plan 2013-2018 Provide Leadership in establishing a community technology commons Address facility needsLaunch a re-branding campaign Create a Culture of ContinuousImprovement & Community Collaboration
- 5. 5 OUR approach To improve the building To develop staff and improve the customer experience To redevelop services so that they resonated with the public
- 6. New Mantra… It’s all an experiment!
- 10. 2012
- 11. No Money…
- 12. Main Floor – aka Adult floor • dated • lots of barriers • inaccessible • overburdened shelves • cluttered • little area for seating • people came… and left
- 13. No Money…
- 14. Before
- 15. After
- 19. 19 OUR GAME PLAN Step 1 measure Step 2 staff buy in Step 3 weed Step 4 do it yourself!
- 32. One Weekend that made a HUGE difference • Weeded 15,000 items • Moved 30,000 items • Rearranged shelving • Reshelved 30,000 items • Put it all back together again 17 hours
- 33. 33 Food $ 350 Dump Fees $ 250 Truck Rental & Gas $ 435 Supplies (mallets & rags) $ 75 Steel Reimbursement $ -200 $ 910.00 FINAL PRICE
- 34. Let’s do it again!
- 35. Before
- 36. After
- 40. 41 OUR GAME PLAN Step 1 measure Step 2 staff buy in Step 3 weed Step 4 do it yourself!
- 55. One morning that made a HUGE difference • Moved 23,700 items • Rearranged shelving • Reshelved 23,700 items • Put it all back together again 6 hours
- 56. 57 Food $ 50 Paint $ 244 Drywall $ 432 Junk Removal $ 316 Supplies (mallets & rags) $ 0 $ 1,042.00 FINAL PRICE
- 57. 58 And then Winnifred Henderson happened
- 61. Furniture notes • Buy the best your budget allows – you want it to last! • Go beyond the library market • Buy washable – especially in children’s area • Prices are not always as posted (and look for coupon codes!) • Factor in shipping • Remove the ugly
- 62. Rearranging made a HUGE difference • Teamwork • Sense of ownership • Built trust • Built community • Immediate results! • People now come and stay
- 63. 2016
- 66. 67 A few things were going on • Stable staff composition • Irregular performance reviews • Very small training budget Why the need?
- 67. 68 Our budget conscious process What we did • New organizational structure • Task reassignment process • Workflow changes • Customer service standards • SOLS competencies
- 68. 69 Professional development We liked disliked • Individual executive coaching • SOLS APLL program • SOLS Competencies • Webinars • Sharing positive stories • Plasticity • Staff led workgroups (without manager present) • Group leadership training
- 69. 70 YOUR TURN! BUILDING TRAINING SERVICES What PD do you offer a resistant employee? How do you create quiet space in an open layout? How do you make the switch to ARPs?
- 70. COFFEE?
- 71. Service changes
- 73. 74 Community engagement methods • Counting Opinions (650 respondents) • Visioning Event “Our Library Tomorrow” (October 2011) • Focus Groups (14 consultations) • Staff Feedback Ripe for change
- 74. 75 Ripe for change Clearly, there is room for improvement to be made, given that 42% (of 1,174) comments made express some form of dissatisfaction with the Library by patrons. . “ ” Laura Dent, Consultant
- 75. No Money…
- 76. Standards is the Magic word
- 77. 78 Access I have difficulty walking and find the Stratford library has to be the most difficult public building to access… not to mention the lack of parking. “ ” A library clearly trying to offer current services in a building that cannot support them properly. It must be horrible to access this building if you are handicapped. “ ”
- 78. 79 Access My only complaint is that it is not open on Monday mornings or on Sundays during the summer. I think it should be open during those times as well. But other than that, it is great library with a very helpful and friendly staff. Thanks!!! “ ”
- 79. No Money…
- 80. 81 1.PHYSICAL REORGANIZATION 2.EXTENDED HOURS WE RESPONDED 3. STAFF REORGANIZATION
- 81. 82 Sundays Open Year Round $ 10,000 Monday Mornings $ 0 $ 10,000 FINAL PRICE
- 82. Public Service & Programming Patrons indicate that some of the staff could be friendlier. “ ” Laura Dent, Consultant
- 83. 84 Public Service Staff is not very friendly. Very seldom greeted when checking out books. Sometimes there is no spoken communication at all. “ ” The feelings I get from each of these interactions is that we are a burden they don’t want and they wish we would just go and use the steps and stop bothering them. “ ”
- 84. 85 Public Service It seems like there's a lot of tension at SPL, not a relaxing place for patrons to be for that reason and because of the lack of space and cramped quarters and limited selection. “ ” The staff talk too loud in the library, and patrons follow suit. Staff should demonstrate and enforce library decorum: quiet for all, peaceful contemplation, reflection, and study. “ ”
- 85. 86 Public Service Excellent, helpful staff.“ ” I feel the staff do a Herculean job under the circumstances. “ ”
- 86. 87 Developed Standards Response • Patrons are our first priority • Issues = inconsistent behaviours & no clear goals for frontline activities • Standards clearly describe the outcome desired as well as the model behaviours expected
- 87. 88 Standards Developed by the NEW service teams with strong manager involvement, directing discussion & results Based on: • Best practices alongside our experiences • SOLS Core Competencies • Subject to Administrative team approval for consistency • Adopted by ALL not just professionals • Training! Response
- 88. 89 Customer Service Standards • Welcoming Introductions • Welcoming Interactions • New Membership Orientation Response
- 89. 90 Reader’s Advisory Standards • RA Basics • RA Conversations • RA Appeal Factors • RA Genres • RA Annotations • RA Tools Response
- 90. 91 Search Standards • Coming in 2017 We Responded: How
- 91. 92 EDGE assessment & Benchmarks • Creation of Core Tech Competencies for all Staff • Technology Plan to meet Benchmarks RESPONSE www.libraryedge.org
- 92. 93 Every Child Ready to Reads (ALA) • Focus on Talking, Singing, Reading, Writing, Playing • Children’s programming • Children’s space design response Talk Write Sing Read Play
- 93. 94 Outcome based planning & evaluation response
- 94. 95 Every Child Ready to Read documents $ 100 Brain Power $ 0 $ 100 FINAL PRICE
- 95. Collections
- 96. 97 Counting Opinions: Service 2011 0 5 10 15 20 25 30 35 40 45 50 Library Collection Online Tools ILLO General Satisfaction Ease of Service Use Wait Times Collection Kids Programs Fines Rerserves Positive Negative
- 97. 98 Collections Teen books should be organized better, they need more space. Also, I would enjoy if you had more magazines, and if you displayed the movies better and the CDs better. “ ” New Releases are limited. More DVDs please! “ ”
- 98. 99 Collections My frustration with the facilities is tempered by the on-line services. I can browse at home and then try to visit during slower times to ensure I can find parking. “ ” Love the e-books and look forward to watching the collection grow. “ ”
- 99. 100 Collections Staff member X does a terrific job every month bringing in book club sets for us. “ ” Some items have a long waiting list e.g. literary prize contestants, best sellers. “ ”
- 100. 101 Reorganization of Physical Space • Weeding, Weeding, Weeding • Emphasize popular collections • Adding display shelves in stacks • CKI Room & dedicated staff = efficient turnaround • Intra & ILLO Items Response
- 101. 102 Auto release plan • Saves time! • Get items faster • Allows staff to focus on more important tasks Response
- 102. 103 Collection Standards • Not a repository for dusty old books • Every item must earn its keep • PCIN Catalogue & ILLO complement holdings • More $$ shifted to high demand collections • Written standards coming in 2017 We Responded: How
- 103. 104 Brain & Person Power $ 0 Collection Rearrangement $ 0 ARP $ 0 $ 0 FINAL PRICE
- 104. 105 Access, Public Service & Programming We liked disliked • Easy wins (eg. Book Clubs) • Flexibility in Schedules • Standards • Outcomes captured & shared • Time shifting webinars • ARPs • Staff led workgroups (without manager present) • OPLA Readers Advisory Group Core Competencies & Toolkit
- 105. Impact & outcomes
- 106. Was it worth it?
- 107. 108 Customer service satisfaction scores…. 2015 over 2012 It’s working!
- 108. 109 Positive Press!
- 109. 110 Foot Traffic going up! 120,000 140,000 160,000 180,000 2014 2015 2016 19% Increase!
- 110. 111 Web usage is up! 24% 12% 48.6% webpage visits over 2014 website visits over 2014 individual users over 2014
- 111. 112 Children’s Program attendance increase in 2015 over 2014
- 112. 113 Circulation…
- 114. 115 Thank you! stratford.library.on.ca @splibrary #StratfordPL Slides: goo.gl/c8rzhh JuliaMerritt CEO jmerritt@stratfordcanada.ca WendyHicks Deputy Director whicks@stratfordcanada.ca KristaRobinson Systems Librarian krobinson@stratfordcanada.ca