Changing Service Models

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Libraries must learn to stay relevant in the age of Google and Amazon.com. Find out how! Presentation created by Don Barlow, Director of the Westerville Public Library

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  • Changing Service Models

    1. 1. Changing Service Models
    2. 2.  ToBe successful LIBRARIES MUST simply provide customers with what they want! “What we value as an organization has little or no value unless it matches that of our customers!” Joey Rodgers
    3. 3. Our Users are: • Technologically Savvy • Multi-tasking • Cocooning • Culturally diverse • Have very high expectations • Are mobile ”We must take the Library to them” • Tax Averse
    4. 4.  Demographic Diversity • Books, audio-tapes, web-sites, in Spanish, Chinese, Somalian  ESL Materials and training  Sense of Time “I want it Yesterday”  Technologically Savvy “Digital Natives vs. Digital Immigrants”  Today’s Digital Divide
    5. 5. Personalization • Treat our customers like they are unique, not like everyone else, individualized service. • Portability and convenience is the priority • Service must be anywhere, anytime, in the format of our customer’s choosing and more importantly on the device of their choosing
    6. 6.  Provides a personalized portal  What I looked at before  What others are looking at on the same topic  What else might I be interested in  The old way is search engines, the demand is for personalized search engines
    7. 7.  New ways of sharing resources • Eliminating Boundaries  New ways of delivering resources • On Customer Terms Not Ours  New ways of integrating resource sharing and delivery into an entire information framework  Our services must be anywhere, anytime, and on devices of the users choosing
    8. 8.  Eliminate boundaries  One card - any institution  All resources - all the time Any where, any time, any way you want, your library is there
    9. 9.  Users expect information to be delivered to them  Usersexpect technology interfaces to be highly personalized  Userscare much more about convenience and community than quality and privacy
    10. 10.  Staff is often invested in the Status Quo  We are often limited by traditional rules and policies in a society that does not care about limitations  Libraries don’t have any money?  Can Library vendors provide products and services that are not sustainable  We remain identified with print resources when the world is PDA/iPhone driven  We are committed to a place, when we need to be committed to our mission.
    11. 11. A New Direction Market and customer driven institution OUR PRODUCT must be determined by the customer Libraries must serve as the community change agent A competitive organization Provide Direct customer service Partnership Base Quality versus quantity services
    12. 12. A New Direction First and Foremost: Public Libraries are a Business!!! And must treat customers as such Libraries are no longer a warehouse for books, they are a supermarket of ideas! Libraries! Can and should be the ultimate shopping experience! Our Collections are no longer just in case, but just in time! We must always Exceed customer expectations! We must combine Quality and Convenience!
    13. 13. Customer Focused/ not Library Focused  User technology not library technology (what they have, NOT what we have)  Library Resources available on PDA, cell phones and other emerging devices  Library blogging  I CAL  Web 2.0 - Library 2.0  Libraries must be permanently BETA
    14. 14.  Involve technology developers and digital natives in planning on a national level  Provide more and better self-service and personalization  Take library content and services where people are  Eliminate traditional, institutional, and even geographical boundaries
    15. 15.  If you want information Go to  If you want Quality information from trained Professionals Come to OHIO LIBRARIES - Anywhere, Anytime We are There for You! HOW WOULD YOU RATHER QUINCH YOUR THIRST?
    16. 16. Library Link • Links 26 Schools with the public library • Next day delivery of all print materials, including OhioLink and OhioLink Plus And Now SearchOhio! OhioLINK • Access to all Ohio’s 90 Colleges and Universities • 9 Million titles/40 million Items • Next day delivery • Extend to all Ohio libraries
    17. 17.  Drive-up Windows  Coffee and Beverages  Concierge Services  Direct delivery of materials and information  Text Messaging  RFID Tracking  Access through multiple devices  Push technology  Pod Casting  Service Guarantees
    18. 18. Merchandizing Borders Virgin Records Amazon.com Customer Service and Empowerment 40-60% Retail Space Lift Technology Ironwood Branch Library Richmond Pl, British Columbia
    19. 19.  One Hour Reserve/Holds Guarantee  24/7 Pick-up Boxes  Beverage Services at the Drive-up Window  Even Dog Biscuits
    20. 20. No restrictions Free Service to meeting rooms Free popcorn Drive-up availability
    21. 21.  Welcome Every Customer  Resolve Self-Check Issues  Library tours and directional questions  What About Dinner Reservations?
    22. 22. RFID Beyond Self-Checkout • RFID as an On-Line Tracking System Ship directly to and tracked by the customer Eliminate the Middle Man and our outdated control issues
    23. 23. Ohio’s Statewide Initiatives 24/7 Services and Beyond
    24. 24.  Cell Phone is more than a communication device  National access to all public and academic libraries  Voice recognition software  Text Messaging  Push Technology  Instant Service Anywhere - Anytime
    25. 25.  Customer Self Registration  E-Commerce  Self-program and meeting room booking  Computer and study table reservations
    26. 26.  Check-out materials anywhere/anytime  Mobile inventory/reserves and holds
    27. 27.  More than paying fines, lost and paid  Ability to check-out or purchase new and used materials  Download music; audio-books; MP3’s and future devices  On-line gift shopping from Friend’s Shoppe
    28. 28.  Roving Librarians  Wireless Headsets  Wireless technology  Laptops for loan  Media Production Labs  Computer Reservations  Tech Lab Reservations
    29. 29.  Allows librarians to have a visible presence within the library without being tied to a desk  HP Tablet PC TC1100  Omega Trek Wireless Telephone
    30. 30.  Macromedia Studio Suite  Apples iLife; iMovie; iDvd; iTunes  Convert video; photos to DVD  Audio-editing  Web design  Final Cut Express  Terabyte storage for lengthy projects
    31. 31. Youth Labs Gaming Teen Labs Adult Labs Chat
    32. 32. Private DVD Theater Puts a floating 6-foot screen right before your eyes. The latest electronic technology has created i-glasses, the virtual theater that provides private showing of DVD, computer monitors and other video sources. Media Viewing Devices and Teen Department
    33. 33.  PDA – Library Web Sites must be developed to fit PDA devices (live searching of the catalog/request items  Library catalog systems  Library Database vendors  PDA Screenshots  Reference  PUSH technology
    34. 34.  Instantreference services  Events
    35. 35.  RSS Feeds • Personalized services  People of similar interests  Program Registrations  New materials/programs/services of interest • I Cal - inputs program dates/over dues/etc directly into your PDA calendar  People that integrate their lives
    36. 36.  Tapedbook talks/story hours ESL programs, etc. available to everyone/anytime -distributed through RSS Feeds Pushing our information out! We find them, instead of them finding us!!
    37. 37.  Corporate or organizational blogs  Departmental blogs  Individual blogs of customers with similar interests  Integration of the customer’s account into an individual/personalized blogs
    38. 38. Adult Blog Featuring ENCORE
    39. 39. A whole new philosophy  Designed specifically to reach out to users/computers/PDA’s/Cell Phones  Enhances the users experience by being truly integrated and interactive  Benefits the user instead of the site (Don’t make me think/Don’t make me navigate) Combines quality and convenience in context to people’s lives  Much more movement and dynamic information on the site; Interacts without refreshing pages
    40. 40. Reading History
    41. 41. To Accomplish what we have never done, we have to do things we have never attempted!!
    42. 42. Most Importantly We MUST! westerville public library
    43. 43. Busier than a Freaking Wal - Mart

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