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Changing Service Models - Updated


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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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Changing Service Models - Updated

  1. 1. Changing Service Models Don Barlow, Executive Director, Westerville Public Library
  2. 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
  3. 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>
  4. 5. <ul><li>New ways of sharing resources </li></ul><ul><ul><li>Eliminating 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>New ways of integrating resource sharing and delivery into an entire information framework </li></ul><ul><li>Our services must be anywhere, anytime, and on devices of the users choosing </li></ul>
  5. 6. <ul><li>Users expect information to be delivered to them </li></ul><ul><li>Users expect technology interfaces to be highly personalized </li></ul><ul><li>Users care much more about convenience and community than quality and privacy </li></ul>
  6. 7. <ul><li>Staff is often invested in the Status Quo </li></ul><ul><li>We are often limited by traditional rules and policies in a society that does not care about limitations </li></ul><ul><li>Libraries don’t have any money? </li></ul><ul><li>can Library vendors provide products and services that are not sustainable </li></ul><ul><li>We remain identified with print resources, while the world is Blackberry and iphone driven </li></ul><ul><li>We are committed to a place, when we need to be committed to our customers. </li></ul>
  7. 8. <ul><li>First and Foremost: Public Libraries are a Business!!! </li></ul><ul><li>Libraries are no longer a warehouse for books, they are a supermarket of ideas! </li></ul><ul><li>Libraries! Can and should be the ultimate shopping experience! </li></ul><ul><li>Our Collections are no longer just in case, but just in time! </li></ul><ul><li>We must combine Quality and Convenience! </li></ul><ul><li>We Must ALWAYS Exceed Customer Expectations! </li></ul>Our Direction
  8. 9. <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 PDA, cell phones and 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>Libraries must be permanently BETA </li></ul>
  9. 10. <ul><li>If you want information G o t o </li></ul><ul><li>If you want Quality information </li></ul><ul><li>from trained Professionals C o m e t o </li></ul><ul><li>OHIO LIBRARIES - Anywhere, Anytime </li></ul><ul><li>We are There for You! </li></ul>HOW WOULD YOU RATHER QUINCH YOUR THIRST? OR
  10. 11. <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
  11. 13. <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>
  12. 14. <ul><li>Borders </li></ul><ul><li>Virgin Records </li></ul><ul><li> </li></ul><ul><li>Customer Empowerment </li></ul><ul><li>40-60% Retail Space </li></ul>Ironwood Branch Library Richmond Pl, British Columbia Merchandizing
  13. 15. <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>
  14. 16. <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>
  15. 17. <ul><li>Welcome Every Customer </li></ul><ul><li>Resolve Self-Check Issues </li></ul><ul><li>Library tours and directional questions </li></ul><ul><li>What About Dinner Reservations? </li></ul>
  16. 18. <ul><li>RFID as an On-Line Tracking System </li></ul>Ship directly to and tracked by the customer Eliminate the Middle Man and our outdated control issues RFID Beyond Self-Checkout
  17. 19. Ohio’s Statewide Initiatives 24/7 Services and Beyond
  18. 20. <ul><li>Cell Phone is more than a communication device </li></ul><ul><li>National access to all public and academic libraries </li></ul><ul><li>Voice recognition software </li></ul><ul><li>Text Messaging </li></ul><ul><li>Push Technology </li></ul><ul><li>Instant Service </li></ul><ul><li>Anywhere - Anytime </li></ul>
  19. 21. <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>
  20. 22. <ul><li>Check-out materials anywhere/anytime </li></ul><ul><li>Mobile inventory/reserves and holds </li></ul>
  21. 23. <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>
  22. 24. <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>
  23. 26. <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>
  24. 27. <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>
  25. 28. Youth Labs Chat Teen Labs Adult Labs Gaming
  26. 30. <ul><li>Puts a floating 6-foot screen right before your eyes. The latest electronic technology has created i-glasses, the virtual theater that provides private showing of DVD, computer monitors and other video sources. </li></ul><ul><li>Media Viewing Devices and Teen Department </li></ul>Private DVD Theater
  27. 31. <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>
  28. 32. <ul><li>Instant reference services </li></ul><ul><li>Events </li></ul>
  29. 33. <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>
  30. 35. <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>
  31. 37. <ul><li>Corporate or organizational blogs </li></ul><ul><li>Departmental blogs </li></ul><ul><li>Individual blogs of customers with similar interests </li></ul><ul><li>Integration of the customer’s account into an individual/personalized blogs </li></ul>
  32. 39. Adult Blog Featuring ENCORE
  33. 41. <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>
  34. 44. Reading History
  35. 47. <ul><li>To Accomplish what we have never done, we have to do things we have never attempted!! </li></ul>
  36. 48. westerville public library Most Importantly We must DREAM! To Accomplish what we have never done, we have to do things we have never attempted!!
  37. 49. Busier than a Freaking Wal - Mart