Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Sustainable Quality Public Library Service

4,584 views

Published on

How to develop and maintain quality service in a public library during challenging budget times. Downloaded file includes speakers notes.

  • Be the first to comment

  • Be the first to like this

Sustainable Quality Public Library Service

  1. 1. Sustainable Quality Public Library Service Andy Barnett Assistant Director - McMillan Memorial Library Wisconsin Rapids www.slideshare.net/mcmillanlibrary
  2. 2. Starting Out <ul><li>If you meet Buddha on the road, kill him </li></ul><ul><li>Next practices not best practices </li></ul><ul><li>The direction of change is more important than the pace of change </li></ul><ul><li>Change is additive/addictive </li></ul><ul><li>From an age of scarcity to an age of abundance </li></ul>
  3. 3. Are you on the right track? <ul><li>Five Laws of Library Science </li></ul><ul><li>Benefits users, not just staff </li></ul><ul><li>People first, then things </li></ul><ul><li>Tech like you want/use at home </li></ul><ul><li>Wow factor </li></ul>
  4. 4. Paco Underhill & Design <ul><li>Retail anthropologist </li></ul><ul><li>Comfortable, easy, practical, fast </li></ul><ul><li>Design as people management </li></ul><ul><li>Design as theater </li></ul><ul><li>If a TV crew was coming, what would you change? </li></ul>
  5. 5. Self-Service Options <ul><li>Self-service often best service </li></ul><ul><li>Non-service isn’t </li></ul><ul><li>Staffed self-check – like WalMart </li></ul><ul><li>Staff, design, signage changes </li></ul>
  6. 6. Wayfinding <ul><li>Important piece of self-service </li></ul><ul><li>Intuitive and self-navigable </li></ul><ul><li>Design, layout and decoration </li></ul><ul><li>Sightlines – patron and staff both </li></ul><ul><li>Better signage / less clutter </li></ul><ul><li>Clear service points </li></ul>
  7. 7. Display Oriented Library <ul><li>Display / merchandise as much as possible </li></ul><ul><li>Genre collections </li></ul><ul><li>Wayfinding and in-library users </li></ul><ul><li>Develop browsing areas </li></ul><ul><li>Size matters </li></ul><ul><li>Implement incrementally </li></ul>
  8. 8. Implementation @ MCM <ul><li>Display shelving for New Book area </li></ul><ul><li>Genre / subject collections of New Books </li></ul><ul><li>Display shelving for AV </li></ul><ul><li>Additional permanent genre collections </li></ul><ul><li>Creating display areas wherever possible </li></ul><ul><li>We still have stacks (so far) </li></ul><ul><li>Three levels – new/stacks/system </li></ul>
  9. 9. Just in Time <ul><li>Originally an industrial concept </li></ul><ul><li>Shared systems and delivery make it work </li></ul><ul><li>Leaner local collection </li></ul><ul><li>Three levels – library/system/ILL </li></ul><ul><li>80/20 rule? </li></ul>
  10. 10. Zoning <ul><li>Different zones = different purposes = different rulesets </li></ul><ul><li>Children’s Room a common zone </li></ul><ul><li>Unenforceable rules or missing mission </li></ul><ul><li>Social/quiet zone often missing </li></ul>
  11. 11. Right size /staff <ul><li>Changes in operation should equal changes in staffing </li></ul><ul><li>Libraries move slowly on staffing </li></ul><ul><li>Right size = fewer staff </li></ul><ul><li>Right staff = changed mix of staff </li></ul><ul><li>Re-examine position descriptions </li></ul><ul><li>Re-examine structure </li></ul><ul><li>Volunteers </li></ul>
  12. 12. Commons @ MCM <ul><li>Social zone for all ages </li></ul><ul><li>Dominant users vary by time of day </li></ul><ul><li>A Children’s Room for adults and teens </li></ul><ul><li>Food, drink and wireless </li></ul><ul><li>Strict enforcement of rules </li></ul><ul><li>Benefits other zones </li></ul>

×