Embed Size (px)
Citation preview
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.
