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Listening to the Customer: Using Assessment Results to Make a Difference
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Listening to the Customer: Using Assessment Results to Make a Difference


LLAMA LOMS Program: Listening to the Customer: Using Assessment …

LLAMA LOMS Program: Listening to the Customer: Using Assessment
Results to Make a Difference
ALA Annual (Chicago)
Sunday, July 11, 2009
Annie Norman (Delaware Libraries)

Published in Business , Technology
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  • 1. Listening to the Customer: Using Assessment Results to Make a Difference Delaware Libraries Quality Learning Journey July 2009
  • 2. Quality Tools •Baldrige Criteria •Balanced Scorecard •Lean Six Sigma
  • 3. A Vision for Delaware Libraries Delaware Libraries will be First in the Nation Every Delawarean will have a library card, and will use it often! DDL Mission: We help libraries evolve
  • 4. Library’s Core Purpose: Collections To Inform Educate, and Entertain
  • 5. Strategic Planning Planning for the Future • Library Services and Technology Act (LSTA) Plan • Delaware Libraries Master Plan • Balanced Scorecard Strategy Map • Delaware Library Customer Segmentation Study, December 2005, Institute for Learning Innovation • Digitization and Preservation • Report on Delaware School Libraries 2004, Dr. Ross Todd, Rutgers University
  • 6. Purpose One statewide multitype library catalog - • To improve library collections and services • To streamline technology infrastructure • To obtain economy of scale savings • To provide convenience for Delawareans • To enhance support of education and lifelong learning
  • 7. Purpose of Learning Journeys • Explore the phenomenon of self-directed lifelong learning in public library users • Listen to patron experiences with core collections and library services in order to improve them • Develop “learning organizers” and proactive library services to support individualized informal learning Libraries Spark Inspiration • Perfect book – generate reading addiction • Learning path – unlock learning obsession
  • 8. Need for Learning Journeys • IMLS (Institute for Museum & Library Services) requires outcome based evaluation; encourages support for 21st Century Skills • Lack of this type of study (individualized patron support for learning) in the literature, most similar was in 1960s • Challenge to create programs that purposely enable Delawareans to develop innate talents and to be competitive • Urgency to improve education and US standing in the global economy
  • 9. Questions • Which customer segments are most likely to track their learning/reading? • What are they tracking now and how? – What is their motivation, what does it do for them? • What are their reading/learning paths? Are libraries meeting their needs? • What is the actual process of learning on one’s own? • How did we become self-directed? • What additional tools or programs should libraries develop for the public?
  • 10. Customer Segments • Explorer • Experience Seeker • Problem Solver • Scholar • Hobbyist • Patron • Spiritual Pilgrim • Facilitator
  • 11. Initial Findings - Techniques • Index cards • Old date book • Address book – list by author • Pocket calendar • ISBN, synopsis, keeps library slips • Quote book • LibraryThing • Computer spreadsheet • Database of books I own, who I gave them to, and books I want • Spiral bound small notebook • Yellow legal tablet
  • 12. Initial Findings - Motivations • Elements out of reading leads to hobbies; to keep things organized, easier to meet goals • How many books read in a year, month, time period • Series completion / series order • Professional usage • Noting disliked books and authors • To avoid rereading books already read • Helps to retain it, even if not needed afterwards • Self-directed learning - Like peeling an onion, still not at the bottom • Like a chain, one thing leads to another • In addition to pictures, another way to capture life • Adult education is so rich, K-12 so structured • Bookpockets / bookcards – “I miss those”
  • 13. Initial Findings – More Motivations • For ideas to write my own books • Tracing back how others are influenced • History of the age I was • Legacy, self understanding • Self help during difficult times • See different interests at different times of life • What was I thinking when • What I was like • In case I ever lose my memory
  • 14. Customer Feedback • Need NoveList training • Can library provide list of books I read? • No. of requests / no. of items limit are set too low for avid readers • Catalog searching – have to spell exactly right
  • 15. Patron Reflections •“Reading one book leads to endless digressions and new areas of inquiry” •“Pleasant synchronicity of all sorts of books and ideas coalescing over time” •“Thank you for this…tremendously supportive…for ideas moving forward” •“Unleashing…expanding horizons … reaching way beyond…something I couldn’t conceive of”
  • 16. Online Tools • Between The Lines • LibraryThing • Good Reads • Shelfari • Guru Lib
  • 17. Growth Chart Parent Reminders • Read 4 books per day • Attend storytime • Obtain a library card • Capture favorite books
  • 18. Reading Portfolio 3 Ring binder for - • Reading logs – see reading path over time • Certificates • DE Book Festival treasure maps
  • 19. Question Journal Record of curiosity and discovery, capture: • Questions • Context • Steps to find the answer • What did it lead to – what happened next?
  • 20. For more information Annie Norman, State Librarian 302-739-4748 x126