Building a Culture of - The Information School€¦ · Mission/Vision/Value Statement. Vision: The...

Building a Culture of Success from the

Inside Out

Who we areBarb Roark Cody Flood

Age 16 got first library job Volunteered at HCPL starting at age 14MLS University of Kentucky 1982 MLS IUPUI 2015Worked in libraries in Illinois, Access Services Manager @ HCPL Kentucky, Michigan, Wisconsin and Indiana Manages largest department

BUILDING A CULTURE OF SUCCESSPart 1

Mission/Vision/Value StatementVision: The Hancock County Public Library provides superior county-wide library service convenient to and used by all residents through excellent programs and materials in a financially responsible way. We do this one life at a time.

Value: We, the Hancock County Public Library value lives the best way... one person at a time.

We are:Windows to the world Enabling personal growth and entertainment

Valuable, educational, family, and business resources Accessible to all Hancock County citizens Long distance learning capable Uniquely financed, not by property taxes Enhancing the quality of life

Lifelong learning providers Informing and stimulating Varieties of friendly services, programs and materials Economically delivering value and fiscal responsibility Serving all people

Mission: Deliver quality information service, multiple resources and technology tools, and a variety of programs for lifelong learning and enjoyment to all residents of Hancock County in a caring and innovative setting.

Customer Service is our #1 Goal

• What do customers expect?They want to be valuedTo get accurate informationFriendly employeesClean, attractive facilitiesWide variety of resources and

Customer Service Starts at the TopLead by Example

PATRONSNeed to have the same positive consistent experience

ALL STAFF NEED TO:GreetMake Eye ContactSmile Speak—Good morning!

How are you today?Hi!

REMEMBER to tell YOUR patrons THANK YOU!

Think about your staff ….

Comment Card

Positive PoliciesReview your policies:

Can staff understand and explain your policies?If not rewrite

Can patrons understand your policies?If not rewrite

Policy ExamplesPatrons cannot stay on the computers more than 2 hours per day.

Patrons are allowed up to 2 hours per day on the computers.

Which one would your patronslike?

KNOW THE “WHY” of your policies

$1.00 hold no pickup fee Meeting room deposit feeRenewals of DVD’s

WHAT HCPL DID WITH THESE THREE POLICIES

Staff Recognition

Ways to Recognize• Parking Spot• Spot Award• Weekly Memo• Do their job• Praise in Writing—handwritten note• Name and picture on board• Certificate/trophy

What do you do?

Team Building

IF YOU BUILD IT, THEY WILL COME

Part 2

Market your library

Which following marketing activities do you do?BrochuresOpen HousesNewsletters/e-newslettersUser SurveysNeeds AssessmentWebsite and Social Media Other?

Why Market?If no one knows about your library, how can you help your patrons and community?

The library will not continue to exist.

Unnoticed can mean unemployed.

WHO should Market?

EVERYONE should market!No one else will do it for you.You know the library better than anyone else.You know your organization and customer’s best.No one has more to gain or to lose if you don’t market.

What to Market?Products and Services

When to Market---ALL THE TIME!

Make a PLAN to Market If a resource is not being used-either market it or get rid of it.

We are marketing:

Lower usage databasesPrograms with low sign-upsNew services

Social MediaYou do have it? If not get it!

Facebook, Instagram, You Tube, Twitter

Staff are selected to post to these accountsIdentified who was good at this media and schedule posts.

Prepare an Elevator SpeechStart with a provocative statement or question!

Introduce yourselfMake the pitch Tell them who you are, What you do, and What you can do for them!

(leave them wanting more)

Communication to Community

News Articles

Local Government

Get out in CommunityLetters to PoliticiansLetters to new apartment and home ownersAttend community eventsBe visible at library programsTalk to outside organizationsAttend civic and school meetings

Other ideas?

SCHOOL LIBRARY CARDS and SCHOOL VISITS

Students K-12 have library cards. Youth Staff visits schools to promote programs and SUMMER READING!Circulation staff goes to “Back to School” nightBookmobile prepares teacher collections.Schools tour the library.

Library Campaigns 2014-2016

Goals:Increase Circulation

Increase Awareness

Increase Cardholders

Million Item Campaign

WE REACHED OUR GOAL!

Triple Play

Evaluation and Innovation

Keep it InnovativeSpace Utilization---RE-ARRANGE SPACEWeed Collection---KEEPS IT FRESHListen to suggestions---IMPLEMENT THEM

What’s NEXT?Don’t sit still……

How can we do it better?

Radical Idea(s)

Former Service DesksTwo Departments

Information/Reference Desk Circulation Desk

NEW SERVICE DESKCombined Department

ACCESS SERVICES

WHAT ARE YOU GOING TO DO?

Take a postcard. Write on one side a goal/plan/idea.Write on the other side your address—

(home or library). Start working on your goal/plan/idea.Wait 6 months for postcard to arrive.

SUCCESSOr continue to work on goal/plan/idea.

Questions?

THANK YOU!

Cody Flood cflood@hcplibrary.org

Barb Roark broark@hcplibrary.org