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Changing Service   Models Don W. Barlow, Executive Director, Westerville Public Library International Librarians November ...
Three Trends Affecting Libraries <ul><li>Customers/Members vs. Patrons </li></ul><ul><ul><ul><ul><ul><li>Entrepreneurial C...
<ul><li>To Be successful LIBRARIES MUST simply provide customers with what they want! </li></ul><ul><li>“ What we value as...
<ul><li>Personalization </li></ul><ul><ul><li>Treat our customers like they are unique, not like everyone else, individual...
Today’s Service Expectations   <ul><li>Customer Self Sufficiency </li></ul><ul><ul><li>PC Reservations </li></ul></ul><ul>...
<ul><li>New ways of sharing resources </li></ul><ul><ul><li>Eliminating Geographical and Political Boundaries </li></ul></...
<ul><li>Customer Focused/ not Library Focused </li></ul><ul><li>User technology not library technology  ( what they have, ...
<ul><li>Library Link </li></ul><ul><li>Links 26 Schools with </li></ul><ul><li>the public library </li></ul><ul><li>Next d...
 
<ul><li>Drive-up Windows </li></ul><ul><li>Coffee and Beverages </li></ul><ul><li>Concierge Services </li></ul><ul><li>Dir...
<ul><li>Borders </li></ul><ul><li>Virgin Records </li></ul><ul><li>Amazon.com </li></ul><ul><li>Customer Empowerment </li>...
<ul><li>One Hour Reserve/Holds Guarantee </li></ul><ul><li>Beverage Services at the Drive-up Window </li></ul><ul><li>Even...
<ul><li>No restrictions </li></ul><ul><li>Free Service to meeting rooms </li></ul><ul><li>Free popcorn  </li></ul><ul><li>...
<ul><li>Welcome Every Customer </li></ul><ul><li>Resolve Self-Check Issues </li></ul><ul><li>Library tours and directional...
<ul><li>Customer Self Registration </li></ul><ul><li>E-Commerce </li></ul><ul><li>Self-program and meeting room booking </...
<ul><li>Check-out materials anywhere/anytime </li></ul><ul><li>Mobile inventory/reserves and holds </li></ul>
<ul><li>More than paying fines, lost and paid </li></ul><ul><li>Ability to check-out or purchase new and used materials </...
<ul><li>Roving Librarians </li></ul><ul><li>Wireless Headsets </li></ul><ul><li>Wireless technology </li></ul><ul><li>Lapt...
 
<ul><li>Allows librarians to have a visible presence within the library without being tied to a desk </li></ul><ul><li>HP ...
<ul><li>Macromedia Studio Suite </li></ul><ul><li>Apples iLife; iMovie; iDvd; iTunes </li></ul><ul><li>Convert video; phot...
Youth Labs Chat  Teen Labs Adult Labs Gaming
 
<ul><li>PDA – Library Web Sites must be developed to fit PDA devices (live searching of the catalog/request items  </li></...
<ul><li>Instant reference services </li></ul><ul><li>Events </li></ul>
<ul><li>RSS Feeds </li></ul><ul><ul><li>Personalized services </li></ul></ul><ul><ul><ul><li>People of similar interests  ...
 
<ul><li>Taped book talks/story hours ESL programs, etc. available to everyone/anytime -distributed through RSS Feeds </li>...
 
<ul><li>Director and organizational blogs </li></ul><ul><li>Departmental blogs </li></ul><ul><li>Individual blogs of custo...
 
Adult Blog Featuring ENCORE
 
<ul><li>A whole new philosophy </li></ul><ul><li>Designed specifically to reach out to users/computers/PDA’s/Cell Phones <...
Visit the site at www.westervillelibrary.org
 
Reading History
 
 
Facebook
Twitter
iPad and the HP Slate HP Slate Apple’s iPad The Apple iPad and HP’s Slate Computer can Revolutionize  Library Service
Westerville Public Library To Accomplish what we have never done, we have to do things we have never attempted!!
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Changing Service Models - 2010

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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 - 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>Amazon.com </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 www.westervillelibrary.org
  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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