Changing Service Models - 2010


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

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  • Our changing service model demands that we look at new ways to share resources, and in a very real sense, eliminate the institutional and even geographic boundaries that hold us back. “We live in a seamless environment – let’s recognize that truth and move on”. We must develop new ways to deliver our resources “on our customers’ terms, not ours!” We must develop new ways of integrating resource-sharing into a “National Information Framework”. Our vision should be: Any resource, Anytime, Anywhere, and most importantly, on a device of the customers’ choosing.
  • One small step in achieving this goal in Westerville was to remove the institutional boundary between public, school, and academic libraries. In joining OhioLink, along with the Cuyahoga County Public Library, our customers have access to the resources of all Ohio’s 90 colleges and universities – ONE CARD – 92 institutions. We also provide all these resources to students and teachers at Westerville’s 26 schools. 40 million items at the touch of a finger. Ohio’s goal must be ONE CARD, all 251 public libraries, 90 academic libraries, and yes, school libraries. Again, any institution, any resource, all the time.
  • We need to further develop E-commerce modules for more than paying fines and fees. Our systems must have the ability to provide personalized service to our customers. We need to develop partnerships with, Amazon, Net Library and others to provide the ability to check-out items, purchase new/used items, providing music/video preview with downloading capabilities for MP3’s and other devices of the customer’s choosing.
  • Here is a photograph of one of our “Digital Native” librarians – no longer tied to a desk, computer catalog or PC – providing direct customer service from a “tablet PC, wireless headset and Bluetooth. It’s a small step – but surely we can provide service anywhere, anytime in our own facility, and our own community!
  • Most importantly, “we must dare to dream” and bring our dreams and engineers together. And than we can change out Tag Line to “Busier than a Freaking Wal-Mart”
  • Changing Service Models - 2010

    1. 1. Changing Service Models Don W. Barlow, Executive Director, Westerville Public Library International Librarians November 9, 2010
    2. 2. Three Trends Affecting Libraries <ul><li>Customers/Members vs. Patrons </li></ul><ul><ul><ul><ul><ul><li>Entrepreneurial Customer Service </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Service Guarantees </li></ul></ul></ul></ul></ul><ul><li>Convenience and Community Trumps Quality and Privacy </li></ul><ul><ul><ul><ul><ul><li>Social Networking </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Customers Devices Not Ours </li></ul></ul></ul></ul></ul><ul><li>Breaking Down the Silos </li></ul><ul><ul><ul><ul><ul><li>Tearing down the Barriers </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Community Partnerships </li></ul></ul></ul></ul></ul>
    3. 3. <ul><li>To Be successful LIBRARIES MUST simply provide customers with what they want! </li></ul><ul><li>“ What we value as an organization has little or no value unless it matches that of our customers!” </li></ul>Joey Rodgers Don W. Barlow
    4. 4. <ul><li>Personalization </li></ul><ul><ul><li>Treat our customers like they are unique, not like everyone else, individualized service. </li></ul></ul><ul><ul><li>Portability and Convenience is the priority </li></ul></ul><ul><ul><li>Service must be anywhere, anytime, in the format of our customer’s choosing and more importantly on the device of their choosing </li></ul></ul>
    5. 5. Today’s Service Expectations <ul><li>Customer Self Sufficiency </li></ul><ul><ul><li>PC Reservations </li></ul></ul><ul><ul><li>Program Registration </li></ul></ul><ul><ul><li>Booking Meeting Rooms </li></ul></ul><ul><ul><li>Federated Search Engines </li></ul></ul><ul><ul><li>Tagging </li></ul></ul><ul><ul><li>Self-Checks with RFID </li></ul></ul><ul><ul><li>E-Commerce </li></ul></ul><ul><ul><li>Most Importantly - Mobility </li></ul></ul>
    6. 6. <ul><li>New ways of sharing resources </li></ul><ul><ul><li>Eliminating Geographical and Political Boundaries </li></ul></ul><ul><li>New ways of delivering resources and services </li></ul><ul><ul><li>On Customer Terms Not Ours </li></ul></ul><ul><li>Flexibility!!! In Budgeting, Staffing and Attitude! </li></ul><ul><ul><li>No longer the Queen Mary, we’re steering a Motor Boat! </li></ul></ul><ul><li>Our services must be anywhere, anytime, and on devices of the users choosing </li></ul>
    7. 7. <ul><li>Customer Focused/ not Library Focused </li></ul><ul><li>User technology not library technology ( what they have, NOT what we have) </li></ul><ul><li>Library Resources available on iPhone, Blackberry iPads other emerging devices </li></ul><ul><li>Library blogging </li></ul><ul><li>I CAL </li></ul><ul><li>Web 2.0 - Library 2.0 </li></ul><ul><li>Social Networking </li></ul><ul><li>Libraries must be permanently BETA </li></ul>
    8. 8. <ul><li>Library Link </li></ul><ul><li>Links 26 Schools with </li></ul><ul><li>the public library </li></ul><ul><li>Next day delivery of all print materials, including OhioLink and OhioLink Plus </li></ul><ul><li>OhioLINK </li></ul><ul><li>Access to all Ohio’s 90 </li></ul><ul><li>Colleges and </li></ul><ul><li>Universities </li></ul><ul><li>9 Million titles/40 million </li></ul><ul><li>Items </li></ul><ul><li>Next day delivery </li></ul><ul><li>Extend to all Ohio libraries </li></ul>And Now SearchOhio for Public Libraries
    9. 10. <ul><li>Drive-up Windows </li></ul><ul><li>Coffee and Beverages </li></ul><ul><li>Concierge Services </li></ul><ul><li>Direct delivery of materials and information </li></ul><ul><li>Text Messaging </li></ul><ul><li>RFID Tracking </li></ul><ul><li>Access through multiple devices </li></ul><ul><li>Push technology </li></ul><ul><li>Pod Casting </li></ul><ul><li>Service Guarantees </li></ul>
    10. 11. <ul><li>Borders </li></ul><ul><li>Virgin Records </li></ul><ul><li> </li></ul><ul><li>Customer Empowerment </li></ul><ul><li>20-30% Retail Space </li></ul>Ironwood Branch Library Richmond Pl, British Columbia Merchandizing
    11. 12. <ul><li>One Hour Reserve/Holds Guarantee </li></ul><ul><li>Beverage Services at the Drive-up Window </li></ul><ul><li>Even Dog Biscuits </li></ul>
    12. 13. <ul><li>No restrictions </li></ul><ul><li>Free Service to meeting rooms </li></ul><ul><li>Free popcorn </li></ul><ul><li>Drive-up availability </li></ul>
    13. 14. <ul><li>Welcome Every Customer </li></ul><ul><li>Resolve Self-Check Issues </li></ul><ul><li>Library tours and directional questions </li></ul>
    14. 15. <ul><li>Customer Self Registration </li></ul><ul><li>E-Commerce </li></ul><ul><li>Self-program and meeting room booking </li></ul><ul><li>Computer and study table reservations </li></ul>
    15. 16. <ul><li>Check-out materials anywhere/anytime </li></ul><ul><li>Mobile inventory/reserves and holds </li></ul>
    16. 17. <ul><li>More than paying fines, lost and paid </li></ul><ul><li>Ability to check-out or purchase new and used materials </li></ul><ul><li>Download music; audio-books; MP3’s and future devices </li></ul><ul><li>On-line gift shopping from Friend’s Shoppe </li></ul>
    17. 18. <ul><li>Roving Librarians </li></ul><ul><li>Wireless Headsets </li></ul><ul><li>Wireless technology </li></ul><ul><li>Laptops for loan </li></ul><ul><li>Media Production Labs </li></ul><ul><li>Computer Reservations </li></ul><ul><li>Tech Lab Reservations </li></ul><ul><li>Reserve Study Rooms </li></ul>
    18. 20. <ul><li>Allows librarians to have a visible presence within the library without being tied to a desk </li></ul><ul><li>HP Tablet PC TC1100 </li></ul><ul><li>Omega Trek Wireless Telephone </li></ul><ul><li>iPads may Revolutionize how we deliver services </li></ul>
    19. 21. <ul><li>Macromedia Studio Suite </li></ul><ul><li>Apples iLife; iMovie; iDvd; iTunes </li></ul><ul><li>Convert video; photos to DVD </li></ul><ul><li>Audio-editing </li></ul><ul><li>Web design </li></ul><ul><li>Final Cut Express </li></ul><ul><li>Terabyte storage for lengthy projects </li></ul>
    20. 22. Youth Labs Chat Teen Labs Adult Labs Gaming
    21. 24. <ul><li>PDA – Library Web Sites must be developed to fit PDA devices (live searching of the catalog/request items </li></ul><ul><li>Library catalog systems </li></ul><ul><li>Library Database vendors </li></ul><ul><li>PDA Screenshots </li></ul><ul><li>Reference </li></ul><ul><li>PUSH technology </li></ul>
    22. 25. <ul><li>Instant reference services </li></ul><ul><li>Events </li></ul>
    23. 26. <ul><li>RSS Feeds </li></ul><ul><ul><li>Personalized services </li></ul></ul><ul><ul><ul><li>People of similar interests </li></ul></ul></ul><ul><ul><ul><li>Program Registrations </li></ul></ul></ul><ul><ul><ul><li>New materials/programs/services of interest </li></ul></ul></ul><ul><ul><li>I Cal - inputs program dates/over dues/etc directly into your PDA calendar </li></ul></ul><ul><ul><ul><li>People that integrate their lives </li></ul></ul></ul>
    24. 28. <ul><li>Taped book talks/story hours ESL programs, etc. available to everyone/anytime -distributed through RSS Feeds </li></ul><ul><li>Pushing our information out! We find them, instead of them finding us!! </li></ul>
    25. 30. <ul><li>Director and organizational blogs </li></ul><ul><li>Departmental blogs </li></ul><ul><li>Individual blogs of customers with similar interests </li></ul>
    26. 32. Adult Blog Featuring ENCORE
    27. 34. <ul><li>A whole new philosophy </li></ul><ul><li>Designed specifically to reach out to users/computers/PDA’s/Cell Phones </li></ul><ul><li>Enhances the users experience by being truly integrated and interactive </li></ul><ul><li>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 </li></ul><ul><li>lives </li></ul><ul><li>Much more movement and dynamic information on the site; Interacts without refreshing pages </li></ul>
    28. 35. Visit the site at
    29. 37. Reading History
    30. 40. Facebook
    31. 41. Twitter
    32. 42. iPad and the HP Slate HP Slate Apple’s iPad The Apple iPad and HP’s Slate Computer can Revolutionize Library Service
    33. 43. Westerville Public Library To Accomplish what we have never done, we have to do things we have never attempted!!
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