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Public Library Association Public Library Association (PLA) Conference(PLA) Conference

Information Session for Staff

April 28, 2006

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Introduction Introduction

Boston, MAMarch 22-25, 2006Attending: Judy Foster Robin Howard Lynne Reedhttp://statelibrary.dcr.state.nc.us/

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Agenda for todayAgenda for today

Overview of the conferenceCustomer driven libraries

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Conference Overview Conference Overview

Table TalksConference Programs

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Examples of TopicsExamples of Topics

Technology Services for Children, Teens, Adults $ Seniors Facilities Programming Collaboration New Products Literacy And many, many more…

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Program TracksProgram Tracks

Lynne: Leadership & TechnologyJudy: Reference & FacilitiesRobin: Youth and Teens

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Lynne’s Favorite SessionLynne’s Favorite SessionThe Customer-Centered LibraryThe Customer-Centered LibraryPresented by Karen Hyman

South Jersey Regional Library Cooperative

12 steps for reinventing librariesLibraries facing fast changesHow do we keep up with these changes?

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Why are libraries changing?Why are libraries changing?

Technology

Consumer culture

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Who is our competition?Who is our competition?

Bookstores (cafes) Online shopping services Community Agencies Video stores & movies on demand Wireless network hot spots Google & easy access to information Our own web sites!

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THE BIG FEARTHE BIG FEAR“Libraries and what they

can offer will be increasingly irrelevant and invisible to the majority of people.”

Karen Hyman

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What makes us different?What makes us different?Our customer service.Our knowledge.Our ability to adapt.OUR STAFF! (THAT’S YOU!)We are free!

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What should we be looking at?What should we be looking at?

Being current & relevantBeing in tune with customer needsProviding excellent serviceFocusing on what we do best within the

resources that are allotted to usProviding a library space that promotes a

satisfying experience

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Karen Hyman says:Karen Hyman says:

“Service can be our competitive edge.”“First, do no harm.”“Get a grip.”

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Vocabulary LessonVocabulary Lesson

A patron is one who supports, protects, or champions someone or something, such as an institution, event, or cause; a sponsor or benefactor such as a patron of the arts.

A customer is one who buys goods or services.

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The 12 Step ProgramThe 12 Step Program

Step 1: CARE

“The key to quality customer service is creative problem solving.”

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Step 2 – Think like a customer.Step 2 – Think like a customer.

“Put yourself in their place – really.”“Make it your business to see results for

your customer.”“Make customer service a way of life and

a part of every decision.”Walk through and look at the library from

the eyes of a customer.

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Step 3: See the problem(s).Step 3: See the problem(s).

Most problems occur for 2 main reasons: “Somebody wants something and they’re

not getting it.” “Somebody's getting something they

don’t’ want.”

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Step 4: Change your Step 4: Change your approach…not the customer.approach…not the customer.

“Don’t make value judgments.”“Don’t think, just listen.”Then work with the customer to find a

satisfactory solution to their problem.“Ditch the rules.”“Solve the problems when and where they

happen.”

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Change your approach:Change your approach:

“Provide customers with the widest possible opportunity to do what you want.” Or what they want!

– Put a skateboard rack at the door.– Put out a cart or baskets for books not taken

in the children’s department.– Express checkout.– Food or drink in the library

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When it comes to customer When it comes to customer service:service:“Err on the side of customer service

that is positive, welcoming, and empowering for the consumer.”

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Step 5: Abandon victimhoodStep 5: Abandon victimhood

Does our library have a culture of victimhood?“We never get any more money.”“We never get any respect.”“Why are we (or am I) always the last one to

know anything?”“Nobody understands all the great things we

do.”“And we always have to clean up after these

slobs…”

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Victimhood:Victimhood:

“Obscures facts”“Is powerless”“Is personal”“Saps your energy”“Takes you nowhere”“TRY TELLING THE SAME STORY IN A

DIFFERENT WAY!”

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Step 6: Organize your library to Step 6: Organize your library to support quality service.support quality service.“Set up an easy-to-use continuous

communication system among staff and between customers and staff and use it.”– “Morning briefings”– “Staff blog”– “Whiteboard in staff area”– “Email to customers”– “Newsletters”– “Flexible, helpful, friendly signage”

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Other ways to support quality Other ways to support quality service:service:“Create human and technical systems that

support consistent great service.”“Make it fun. Reward for uncovering the

problem of the week.”“Create a culture that supports caring, risk

taking, resourcefulness, curiosity, accountability, results.”

“Set specific targets for quality service and measure your results.’

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Step 7: Walk through Step 7: Walk through everything.everything.

“In the building, on the web, on the phone, in technical and lending services.”

“To share the customer’s experience.”“To see what works and what doesn’t and

fix what doesn’t.”

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In your library:In your library:

“What makes it easy to find things?”“What makes it difficult to find things?”“What alerts (or obscures) possibilities?”“What makes navigation a breeze – or a

chore?”

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Things that make it easier:Things that make it easier:

“Very open, spacious, neat, well decorated, tasteful.”

“Shelves well organized and documented in the catalog.”

“Overhead signs in adult stacks.”“Natural light, large windows.”“Large signs on soffits.”

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Things that make it more Things that make it more difficult:difficult:“Lobby is dark and dull.”“No food/drinks signs in the lobby.”“Nothing ‘hits you’ as you come in, no

teaser/focal point.”“Nothing encourages people to ask for

help.”“Looks like a ‘model home’ not a real

home.”

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More difficult things:More difficult things:

“Teen area lacks ‘coolness.’”“Overload of little signs, hard to read until

you’re on top of them.”“Can’t tell if it is ok to take a display

book.”“Too much stuff on the desks.”“Variety of collections in dark, out-of-the-

way locations.”

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A Self Service LibraryA Self Service Library

“Easy and intuitive to use.”“Helpful, friendly signage.”“Marketing/merchandizing techniques.”“Direct interaction with online library

systems for library card, status, renewals, materials requests, paying fines, program registration, booking computers and space.”

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More self service ideas:More self service ideas:

“Self check-out, pick up of reserves.”“Drive-in window.”“24/7/365 access.”

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Step 8: Get the book into the Step 8: Get the book into the customers’ hands.customers’ hands.“Reduce time in processing.”“Have a grab-and-go new book

collection.”“To meet requests, buy when its fast and

affordable and lend with minimal processing.”

“Float the collection in multi-branch systems.”

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•“Consider the Netflix model.”

•“Merchandise the collection…because you are SELLING it.” Merchandising:

•Transforms the library experience.

•Makes it easier for the public to see and discover materials(impulse buying).

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Modern vs. 1950’s style libraryModern vs. 1950’s style library

“A ‘marketplace’ of books on display in the library’s Main Street.”

“New DVD collection and display furniture.”

“an Internet card.”“A ‘family room’ in the children’s area.”“A ‘living room’ with a great view.”

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More…More…

“A new teen area adjacent to adult services.”

“Custom slat wall, end caps and gondolas full of books.”

“New staffing patterns including a greeter.”

REMEMBER: MESS = SUCCESS!

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Step 9: Transform the library Step 9: Transform the library experienceexperience“A warm, inviting 21st century

environment”– “Has a greeter”– “Is a comfortable space to sit, read and spend

time”– “Allows eating and drinking”– “Provides computers and effortless wireless

connection for customer supplied equipment”

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More library transformationsMore library transformations

“Allows cell phone use”“Avoids a plethora of rules; solves

problems when they happen”“Has comfortable seating, extended hours,

hi tech, encourages browsing, book clubs, author events, supports personal use of technology, is a community center and fosters collegiality.”

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Step 10: Overcome overduesStep 10: Overcome overdues

Reexamine the rules of overdues. Suggestions:– “Pay when you reach the $$$$ threshold.”

– “Fine free Fridays”

– “No overdues, but we love donations.”

– “Courtesy email reminder with a hot link to renewal screen”

– “Multiple renewals based on use and requests.”

– “A new motto – ‘Late is great!”

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Step 11: Take the library to the Step 11: Take the library to the people.people.“Have an online application process and

mail the card with library info.”“Provide live, interactive information

service and a full range of materials and services on the web.”

“Put satellite libraries in the community.”“Experiment with mobile communication

to the cell phone/PDA.”

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Step 12: Make something Step 12: Make something happenhappen

Focus on results for your customers and thenfine-tune yourprocesses.

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5 things you can 5 things you can startstart today! today!

1. “Look at the rules; get ride of most of them and restate the rest in a positive way.”

2. “Look at what people want (and will want) and find ways to deliver it. Ask them and listen when they answer.”

3. “Walk through your building and every service and fix what doesn’t work for the customer.

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More…More…

4. “Incorporate customer service into every decisions and problem-solving process.”

5. “Treat every customer like a person.”

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SummarySummary

Attending this session:– Helped me to think (again) and refocus on

why I work at the library.– Showed me that many other libraries across

the country are facing the same problems and lightening-swift changes that we are facing.

– Energized me to want to provide the best library facilities and services in our region.

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I’d like to leave you with these I’d like to leave you with these questions:questions:What can I do to make the library a better

place and more a comfortable experience for our customers?

How can I promote the value of public library services in Catawba County?