Presentation about the keys to delivering an excellent self-service experience to your library patrons. Concludes with the eight critical tips.

1. KEYS TO Self-Service
Success
Jane Cronkhite
Santa Clara County
Community Librarian
Donna Ohr
San Diego County
Library Deputy Director
Chelsie Harris
San Diego County
Community Relations Manager
Lori AyreLibrary Technology
Consultant
Wendy Wilsher
Typographic and
Wayfinding Consultant

2. KEYS TO
Self-Service
Success
Why we are Here
Patrons Prefer an Independent Service Experience

3. KEYS TO
Self-Service
Success
Experiences from the Field
Procurement & Implementation
Wayfinding
Q&A
Agenda

4. KEYS TO
Self-Service
Success
Experiences from the Field:
Santa Clara County Library District
Jane Cronkhite
Community Librarian
JCronkhite@sccl.org
www.sccl.org

5. KEYS TO
Self-Service
Success
About SCCLD
Serves 412,000+ residents
9 cities
8 libraries, 2 bookmobiles
Over 9.1 million checkouts
3.8 million website visits
1.9 million items as of 2013-2014

6. KEYS TO
Self-Service
Success
The Need for Self-Service
All residents benefit from and value the library
85% of residents have active library cards by 2017
Our libraries transform lives by enabling life-long
learning and community engagement
Priorities reading & literacy, public technology needs,
outreach and programming, ESL & citizenship,
and an effective user experience

7. KEYS TO
Self-Service
Success
Self-Services
Mobile App and Virtual Library 24/7, Tech ToolBar, Computers, Wayfinding

8. KEYS TO
Self-Service
Success
Self-Services
Self Check-Out Machines, Payment Centers, Automated Materials Handling

9. KEYS TO
Self-Service
Success
Getting Buy In
Implementation
& Assessment
Pilot Projects, Tiger Teams, Service Groups, Involve Patrons

10. KEYS TO
Self-Service
Success
Experiences from the Field:
San Diego County Library
Donna Ohr Deputy Director
Donna.Ohr@sdcounty.ca.gov
Chelsie Harris Community Relations Manager
Chelsie.Harris@sdcounty.ca.gov

11. KEYS TO
Self-Service
Success
About SDCL
Serves 4,150 square miles
33 branches
2 bookmobiles
2012 Library of the Year

12. KEYS TO
Self-Service
Success
SDCL’S IT Philosophy
Mobile Technology Enhances Services and Increases Capacity and Access

13. KEYS TO
Self-Service
Success
Making it Happen
Funding: Functional Threading and Alignment, Staff are the experts

14. KEYS TO
Self-Service
Success
Engaging Customers
Community Customization
Technology is an expansion of services,
not a replacement of personal interaction

15. KEYS TO
Self-Service
Success
Making it Fun!
Marketing the Service

16. KEYS TO
Self-Service
Success
Customers Love It!
2014 Digital Government Achievement Award

17. KEYS TO
Self-Service
Success
Lori Ayre
Library Technology Consultant
lori.ayre@galecia.com
www.galecia.com
Procurement
Implementation

18. KEYS TO
Self-Service
Success
Strategic Goals
Keep Procurement aligned with Strategic Goals
What Problem is being Solved?
What do you want the User Experience to be?

19. KEYS TO
Self-Service
Success
Modify, Change, Prepare
Modify Spaces, Change Policies, Prepare Collection
Redefine Service Points
Remove Impediments to Self-Service

20. KEYS TO
Self-Service
Success
Involve Staff
What are the New Ways they will be Interacting with Patrons

21. KEYS TO
Self-Service
Success
Support Patrons
Training and Positive Messaging
Have a Plan to Support Patrons Through the Transition

22. KEYS TO
Self-Service
Success
Wayfinding is a Key to Self Service Success
Getting it Right
Wayfinding Examples
Wendy Wilsher
Typographic and Wayfinding Consultant
info@wilsherdesign.com
www.wilsherdesign.com

23. KEYS TO
Self-Service
Success
Good wayfinding &
information can help
customers access library
services independently

24. KEYS TO
Self-Service
Success
Getting it Right
Location
Language
Content
Consistency
Attractive

25. KEYS TO
Self-Service
Success
Directional

26. KEYS TO
Self-Service
Success
Directories

27. KEYS TO
Self-Service
Success
Identify Key Services

28. KEYS TO
Self-Service
Success
Specific Systems

29. KEYS TO
Self-Service
Success
Specific Tasks

30. KEYS TO
Self-Service
Success
Identify Material

31. KEYS TO
Self-Service
Success
Self-Sufficient Customers
More Rewarding
Staff Experiences
=

32. KEYS TO
Self-Service
Success
The KEYS
Involve staff and stakeholders in redefining the patron experience
Make sure changes result in enhanced/new services
Take needs of affected customers into account
Keep initiative aligned with strategic goals
Modify spaces, policies, and collection to support goals
Support patrons with training and positive messaging
Provide effective information throughout the library
Make it a happening! Be bold and colorful and have fun
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33. KEYS TO
Self-Service
Success
Contact Information
Jane Cronkhite
Santa Clara County Community Librarian
JCronkhite@sccl.org
(408) 866-1991 x 3200
www.sccl.org
Lori Ayre
Library Technology Consultant
lori.ayre@galecia.com
(707) 763-6869
www.galecia.com
Wendy Wilsher
Typographic and Wayfinding Consultant
info@wilsherdesign.com
(408) 306-4115
www.wilsherdesign.com
Donna Ohr
San Diego County Library Deputy Director
Donna.Ohr@sdcounty.ca.gov
(858) 694-3786
www.sdcl.org
Chelsie Harris
San Diego County Library Community Relations Manager
Chelsie.Harris@sdcounty.ca.gov
(858) 495-5042
www.sdcl.org