Planning Workshop December 2008
9:25 Welcome and Introduction (Grant) Structure of the workshop Outcomes and expectations 9:45 Extension Program (Carolyn) 10:00 Information and Technology (Andrew) 10:15 Collection Development (Dianne) 10:30 Morning Tea in Art Centre Cafe 11:00 Service, the customer and quality (Grant) Just what does the future hold? 11:15 Group think and Brainstorming 12:15 Groups present ideas 12:45 Close (Grant) 1:00 – 2:00 Lunch Program
Background Strategic framework ends 2009 Re-visualising Library Services over next 5-10 years
Understanding what we have to do
Not to complete the plan; but to
Todays Outcomes cont.
Presentations about key planning areas,
Assumptions & methodologies Planning must be based upon data
Outcomes need to be measured
Benchmarking Living Learning Libraries
Sets Baseline, Enhanced and Exemplary standards
Benchmarking S1. Library Expenditure per capita
S2. Borrowers as % population
Central Branch 67hrs/week
Benchmarking cont. S7. Qualified Staff (eligible for professional membership of ALIA)
Baseline 15 (Enhanced 20)
Benchmarking cont. Children, Young Adult, Local Studies, Information, Technology
S9. Expenditure on Collections
Benchmarking cont. Baseline 1.5 (enhanced 1.8)
S11. Acquisitions per capita
S14. Circulation per capita
‘A mix of library programs to meet population demographics and other variables”
Benchmarking cont. S17. Customer Satisfaction 70% rate services 3 or higher
Baseline 95% of sample rate services 3 or higher
Monthly Reporting Data Monthly reports from all Branches and program areas. Accessible in G:CsLSAdminMonthly Reports
Valuable management information which can assist us in reaching powerful conclusions.
Monthly Reporting Data
Monthly Reporting Data
Conclusions Quality data is important to support decision making Anticipate greater use of benchmarking information in coming years
Must respond to the data, not to the anecdote
Service, the customer and quality
Customer/Supplier Model Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
We are all part of a relationship!
Customer/Supplier Model Relationships are important
Relationships require investments to remain productive.
Quality defined ? We need a definition of service quality We need to identify opportunities and challenges
Marketing – the development of services in response to customer needs and realistic supplier relationships
Marketing Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback
What Now ? Break up into four groups 60 minutes to cover the four areas
What are the opportunities and challenges as you see them?