strategic plan for north berkeley library 2010-2012 strategic plan for north berkeley library
Post on 14-Dec-2015
218 Views
Preview:
TRANSCRIPT
Children that use libraries early in life
are more likely to become lifelong
library users
Children that
use libraries early in life
are more likely to become lifelong
library users
Strategic Planning Process
Phase One Identify Planning Committee MembersClarify Mission, Vision and Values Gather Data: Environmental Scan and SWOT analysisData Analysis Develop Goals and ObjectivesPublish the Strategic Plan for 2010 - 2012
Strategic Planning Process
Phase TwoPublic PresentationFeedbackRevisions
Phase ThreePlan ImplementationStrategic Planning Committee EvaluationPeriodic Reassessment
Our mission supports and enriches the North Berkeley community with a special commitment to assisting children and young adults in their quest to become successful information seekers and lifelong learners
Our vision aims to provide exceptional service to patrons in a comfortable and welcoming
environment that is accessible by all
Respect Innovation
LifelongLearning
Accessibility
CommunityInvolvement
Service
Expanding Our Horizons
2011 Renovation Project expands the current space by 35%2011 Renovation Project expands the current space by 35%The library will be closed during renovationThe library will be closed during renovation
ItIt’’s an opportunity to expand our horizons s an opportunity to expand our horizons
2010 – 2012 Goals & Objectives
Maintain patron interest and support during its closure
Increase library membership
Increase customer satisfaction
Cross-training and staff development
Increase community events and visibility
Provide a safe and secure environment
Increase physical & virtual service access
Establish dedicated community support group
Goal One: Maintain patron interest and support during closure for site renovation and expansion
Strategy Action Measurements Create community interest in the expansion
Create an email and mail newsletter sign-up list
Maintain ties with current users to promote the renovation project
Sign up 85% of current library users
Measure timeliness of replies to customer questions/feedback
Improve the library website to make it more user-friendly
Increase virtual service use in 2010
Increase eBooks available by 50%
Add website links to eBooks and e-reference services
Increase use of electronic resources and other library services by 75% before the closure for renovation
Market the renovation to the Berkeley community
Publish the renovation progress on social, library websites and in the press
Target pre-opening tours to mail sign-up
Promote attendance to include at least 65% of those on the mail sign-up lists
Goal One: Maintain patron interest and support during closure for site renovation and expansion
Strategy Action Measurements Market the exceptional service of the staff
During the renovation, staff librarians will attend community events to promote e-services
Attain 85% positive customer satisfaction feedback
Serve 300 users/month
Promote the expansion to community groups that require meeting space
Encourage use of the new space for meetings
Conduct face-to-face surveys to gather feedback in support of new outreach programs
Attend and present at 4 community meetings per month
Goal Two: Increase library membership
Strategy Action Measurements Expand partnerships with local schools
Establish a “roving librarian” program with the local schools to provide research, e-content
Visit local schools once a week beginning in 2010
Evaluate the program for continuance after renovation based on 65% student use
Establish a teen activity and event advisory group
Encourage a teen volunteer group to document the renovation digitally
Supervise a teen advisory committee for the redesign of the young adult area
Establish an ongoing program of 10 teen volunteers
Goal Two: Increase library membership
Strategy Action Measurements Support academic achievement with live online support
Online homework help with live tutors on the library website
Attain 85% satisfaction by users of the live program
Improve academic achievement in the community
Develop after-school programs
Involve PTA volunteers
Achieve high attendance for 4 new weekly youth programs
Add computers for exclusive use by children and young adults
Redesign the children and young adult areas to include new computers
Computers in use for 70% of total operating hours
40% increase in traffic to children’s and youth areas
Goal Three: Increase User Satisfaction
Strategy Action Measurements Redesign the library to reflect the local demographic
Redesign Children’s, Young Adult & Adult areas
Track & compare visits and library use to demographic data
Eliminate clutter
Ensure efficient use of shelf space
Examine turnover annually to make effective use of the space
Library-wide inventory
Monitor turnover rates for collection management
Increase internet access to all demographics
Add 15 new computers in the adult section
Add 5 new computers for children and YA use only
Computers in use for 70% of total operating hours
Goal Three: Increase User Satisfaction
Strategy Action Measurements Initiate proactive customer service
Place a customer suggestion/complaint box prominently
Reply within two days
Address concerns within two weeks
Initiate bi-annual customer satisfaction surveys
Measure timeliness of replies to customer questions/feedback
Attain 85% positive customer satisfaction feedback
Create independent and satisfied library users
Study and redesign a signage plan that is easy to see and read
Implement a self-checkout system
Attain 85% customer satisfaction with self-service features of the library
Goal Four: New Hires, Cross-training and Staff Development
Strategy Action Measurements Ensure excellent customer service
Hire more staff
Design an updated employee handbook
Conduct annual performance reviews tied to service goals and objective
Initiate internal feedback loop
Conduct bi-annual internal surveys
Monthly staff and team meetings
Post survey results publicly
Measure team progress in addressing survey findings
Employ and retain high quality, motivated staff
Design a new staff training program
Cross-train new hires before promotion
Conduct occupational wage study
Evaluate the training and development process periodically
Complete wage study for implementation by 06/10
Goal Five: Increase community events and visibility
Strategy Action Measurements Increase visits and use of the library facility
Redesign the space to ensure customer satisfaction by all demographic
Extend operating hours
New meeting rooms in use for 65% of all operating hours
Attain 85% customer satisfaction on the new library expansion
Partner with local community groups, like the PTA
Staff librarians will attend community events to promote use of the new space
Publish meeting minutes
Attain 85% positive customer satisfaction feedback
Library User & Use Surveys
Conduct face-to-face surveys to gather feedback in support of new programs
Launch three new programs as a result of the survey feedback
Goal Six: Provide a Safe and Secure Environment
Strategy Action Measurements Ensure the library is a safe and welcoming space to all
Provide on-site Universal Protection Service
Provide multiple channels for users to express feedback and concerns about security
Reduce security related complaints by 95%
Measure timeliness of replies to customer concerns by staff
Initiate proactive customer service
Establish procedures when dealing with disruptive patrons
Provide extra staff training
Open door policy to discuss ongoing problems
Review internal staff surveys for further areas of concern and training or procedural needs
Goal Six: Provide a Safe and Secure Environment
Strategy Action Measurements Partner with community social services
Create an in-house liaise for the homeless
Increase community awareness of homeless issues
Evaluate the volunteer homeless liaison position
Goal Seven: Increase Physical & Virtual Service Access
Strategy Action Measurements Improve the library website to make it more user-friendly
Create a unique website identity for the branch
Attain 90% positive customer satisfaction feedback
Enhance access to technology
New hardware & software will be added
Implement new Web 2.0 tools for use
Implement instant message (IM) reference service
Increase number of accessible databases
70% increase in computer use in library
60% increase to e-services
25% of the library cardholders using Web 2.0
Goal Seven: Increase physical & virtual service access
Strategy Action Measurements Technology skill building
Conduct monthly technology training, free to library members
Attendance of 65% for free classes
Attendees 90% satisfied with technology training
Goal Eight: Establish Dedicated Community Support Group
Strategy Action Measurements Ensure long-term financial stability
Create a dedicated North Berkeley Library Foundation
Deepen existing Friends partnership
Build stronger ties with PTA and co-create appropriate programs
Explore online book sales
Increase fundraising, volunteerism and social awareness
Attain strong attendance at bi-annual fundraising events
top related