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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  • Our changing service model demands that we look at new ways to share resources, and in a very real sense, eliminate the institutional and even geographic boundaries that hold us back. “We live in a seamless environment – let’s recognize that truth and move on”. We must develop new ways to deliver our resources “on our customers’ terms, not ours!” We must develop new ways of integrating resource-sharing into a “National Information Framework”. Our vision should be: Any resource, Anytime, Anywhere, and most importantly, on a device of the customers’ choosing.
  • One small step in achieving this goal in Westerville was to remove the institutional boundary between public, school, and academic libraries. In joining OhioLink, along with the Cuyahoga County Public Library, our customers have access to the resources of all Ohio’s 90 colleges and universities – ONE CARD – 92 institutions. We also provide all these resources to students and teachers at Westerville’s 26 schools. 40 million items at the touch of a finger. Ohio’s goal must be ONE CARD, all 251 public libraries, 90 academic libraries, and yes, school libraries. Again, any institution, any resource, all the time.
  • I believe we must work with vendors to develop new strategies to eliminate the boundaries created by proprietary software. Failing to do so means we will continue to provide new and exciting services in old and more irritating ways. Ill’s requested by customers should be sent to the customer as if it were requested from – we need not demand the home library serve as an intermediary. We can utilize RFID or other emerging technologies to help customers track the status of requests – just like UPS, or Amazon.
  • Libraries throughout Ohio and other states have pooled resources, partnered to provide 24/7 reference, tutoring and homework assistance. We must build on this solid foundation to provide 24/7 services nationwide by partnering with Cingular, Verizon and other tele-communication companies - a role ideally suited for ALA and our automation vendors. We must speak with one voice to bring the power of all libraries to bear in developing the seamless information environment.
  • If 411 can get us National Directory Assistance, 911 emergency assistance, why can’t 511 or 611 provide National Informational Services from library professionals? “ If you need information, go to Google”. If you want quality information provided by informational professionals, dial 511 or go to The technology to do so is here! Through – Voice recognition software Text messaging Push Technology Simply dial 511, anywhere, anytime – state your city and state and you’re connected to the library’s reference center or forwarded to the 24/7 service after hours.
  • We need to further develop E-commerce modules for more than paying fines and fees. Our systems must have the ability to provide personalized service to our customers. We need to develop partnerships with, Amazon, Net Library and others to provide the ability to check-out items, purchase new/used items, providing music/video preview with downloading capabilities for MP3’s and other devices of the customer’s choosing.
  • Here is a photograph of one of our “Digital Native” librarians – no longer tied to a desk, computer catalog or PC – providing direct customer service from a “tablet PC, wireless headset and Bluetooth. It’s a small step – but surely we can provide service anywhere, anytime in our own facility, and our own community!
  • Most importantly, “we must dare to dream” and bring our dreams and engineers together. And than we can change out Tag Line to “Busier than a Freaking Wal-Mart”
  • 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