The document discusses the role of 21st century librarians, highlighting how they communicate with customers through reference interviews, segment customer markets to better understand their needs, and perceive customers differently than reality shows. It also lists the top 10 things 21st century librarians do, such as connect, create, consult, and focus on continuous improvement and communication.
2nd Marina G. Dayrit Lecture Series 2017 with the topic “Libraries and the Internet of Things” on 30 March 2017, 9:00 am to 12:00 pm, at the Asian Institute of Management, 123 Paseo de Roxas, Legazpi Village, Makati City.
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Paper presented during the PLAI-STRLC Regional Conference on Promoting Information Literacy for Lifelong Learning, September 25, 2006 at Capuchin Retreat Center, Lipa City, Batangas
2nd Marina G. Dayrit Lecture Series 2017 with the topic “Libraries and the Internet of Things” on 30 March 2017, 9:00 am to 12:00 pm, at the Asian Institute of Management, 123 Paseo de Roxas, Legazpi Village, Makati City.
Information Literacy: the 21st Century Skills PLAI STRLC
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A guide to planning, deploying, and scaling big websites using Drupal.
For more Four Kitchens presentations, please visit http://fourkitchens.com/presentations
Think Library - Topeka & Shawnee County Public Library 2011Gina Millsap
Think Library is the Topeka and Shawnee County PubilcLibrary's story in 2011. It shows the difference we make for our customers, showcases our contributions to economic development and education, touts our Digital Branch as a full service outlet and demonstrates the power and transformational qualities of a great public library service.
Green acres and milk and cookies understanding your community through market ...Gina Millsap
What don't you know about your library's customers? Surveys and focus groups just scratch the surface. Staying relevant today means meeting customers where they are and developing the right services for them. This program will show how market segmentation data combined with your ILS patron data and geographic information system (GIS) technology will leverage your resources; enable collaboration among libraries; guide strategic, service and facilities planning; and change the way you interact with your community.
Gina Millsap, executive director of the Topeka & Shawnee County Public Library, discusses the digital divide in public libraries and how to lead with technology to provide great service and wow library customers.
A guide to planning, deploying, and scaling big websites using Drupal.
For more Four Kitchens presentations, please visit http://fourkitchens.com/presentations
Think Library - Topeka & Shawnee County Public Library 2011Gina Millsap
Think Library is the Topeka and Shawnee County PubilcLibrary's story in 2011. It shows the difference we make for our customers, showcases our contributions to economic development and education, touts our Digital Branch as a full service outlet and demonstrates the power and transformational qualities of a great public library service.
Green acres and milk and cookies understanding your community through market ...Gina Millsap
What don't you know about your library's customers? Surveys and focus groups just scratch the surface. Staying relevant today means meeting customers where they are and developing the right services for them. This program will show how market segmentation data combined with your ILS patron data and geographic information system (GIS) technology will leverage your resources; enable collaboration among libraries; guide strategic, service and facilities planning; and change the way you interact with your community.
Gina Millsap, executive director of the Topeka & Shawnee County Public Library, discusses the digital divide in public libraries and how to lead with technology to provide great service and wow library customers.
7. The
21st Century
Challenge
What is a library’s role?
Your Place. Stories you want,
information you need and
connections you seek.
10.13.11 | Iowa Library Association Conference
9. Top 10 Things 21st Century Librarians Do
current
continuous improvement
communicate
connect create consult
change
customer
convenient
collaboration
10.13.11 | Iowa Library Association Conference
10. Communicate
Reference Interview 2011
Customer1 has joined the room
Lissa Staley has joined the room
(09:24) Lissa Staley: Hi -- let me find out the best answer I can for you. One moment
(09:24) Customer1: thank you.
(09:25) Lissa Staley: While I am waiting for a response, I can tell you that generally after
it comes back up, they leave it offline while they load in all of the materials that have
been returned since it went down.
(09:27) Lissa Staley: Okay --It is up now
(09:28) Lissa Staley: And we think has been up since Thursday
(09:28) Lissa Staley: The IT head recommends that you restart your computer to clear
the cache on your browser
(09:28) Lissa Staley: if you are still getting the out of order page at http://dvd.tscpl.org
(09:28) Lissa Staley: Let me know if that doesn’t work or if you need more assistance!
(09:29) Customer1: wow! Thanks Lissa.I will try these.
Appreciate all of your help. Its great people like you that make our library the gem of
the city!!!!!!
Customer1 has left the room
10.13.11 | Iowa Library Association Conference
11. Communicate
Reference Interview 2011
(1:52:14 PM) guest495381: do you have a copy of the “Briggs & straton service manual”
(1:52:18 PM) nbdesk1-tscpl: hi
(1:52:20 PM) nbdesk1-tscpl: let me check
(1:53:37 PM) nbdesk1-tscpl: We have some Stratton related manuals, can you tell me
more specifically what we need?
(1:54:18 PM) nbdesk1-tscpl: We have a walk behind lawn mower service manual
(1:54:40 PM) nbdesk1-tscpl: And a collection of lawn mower repair reference books
that don’t check out but you can make photocopies of here
(1:55:21 PM) guest495381: That would be it. Where’s it located?
(1:55:52 PM) nbdesk1-tscpl: In the library, in the Auto Repair Reference section, the
lawn mower repair books are on the last section, waist height
(1:56:08 PM) nbdesk1-tscpl: The Auto Repair Reference is across from the DVDs,
specifically across from Adventure and Comedy.
(1:56:26 PM) nbdesk1-tscpl: (It’s located there so that it is close to the photocopier)
(1:56:45 PM) nbdesk1-tscpl: Anything else I could help you with?
(1:57:49 PM) guest495381: that got it. Thank you very much.
(1:57:56 PM) nbdesk1-tscpl: Thanks for using the library!
(1:57:59 PM) guest495381 has left the conversation.
10.13.11 | Iowa Library Association Conference
13. Market Segmentation
“Library service is really all about
connecting with people and
building relationships built on
real knowledge about each
other. And the data that drives
that is market segmentation.”
- Gina Millsap
10.13.11 | Iowa Library Association Conference
14. Perception vs. Reality
We thought: People who live in East Topeka are generally
underserved and are not big library users.
We learned: 77% of the segment are library customers and have the
5th highest check out per customer.
10.13.11 | Iowa Library Association Conference
16. M
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10.13.11 | Iowa Library Association Conference
M mu ns
As M etro niti
pi id p es
We learned: They check out more books than films.
rin lif ol
g e ita
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Perception vs. Reality
zy oo s
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We thought: People in rural Shawnee County prefer films over books.
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22. Change
The Next Decade
Our Vision
You know us – and we know you
You Trust Us
You Are Proud of Us
You Inspire Us
You Can’t Read Enough (For Us)
10.13.11 | Iowa Library Association Conference
23. Change
The Next Decade
Our Commitment
Enhance our citizens’ lives through services when,
where and how they need them.
10.13.11 | Iowa Library Association Conference
24. Change
The Next Decade
Our Goals
Support the economic vitality of our community
Monitor and respond to societal changes with
information to help people manage and improve
their lives.
Support and nourish the community spirit,
imagination and culture
Contribute to the growth and development of our
community’s families and children
10.13.11 | Iowa Library Association Conference
30. How can we appeal to people in the future?
reliability
easy communication
delivery on preferred channels
connect the dots
SenSe of Belonging
no industry jargon
convenient
easy transactions
10.13.11 | Iowa Library Association Conference