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David Singleton, Charlotte Mecklenburg LibraryJulie Walker, Georgia Public Library Service
Metrolina Library Association Conference
June 2014
Secrets for Leading in the New Normal
Changes in society
People love libraries
Perceptions of Libraries 2013National (Pew Study) 2013
Mecklenburg County 2013
Public libraries important to the community
91% 97%
Public libraries important to them and their families
76% 86%
Free access to computers & Internet important
77% 91%
5
How Libraries Stack Up
How confident?
How important?Library to community
63 28
But are they coming through the doors?
7
Reductions for Non-Mandated Services
Reductions in hours, staffing,
and collections
Reduced public access
Reduction in public perceptio
n of library value/
relevance
Cost of Library Services
8
FY09 FY10 FY11 FY12 FY13 $-
$0.05
$0.10
$0.15
$0.20
$0.25
$0.30 $0.28 $0.25
$0.17 $0.19 $0.20
Chart Title
Per Day Costs
*Per day costs of Library Services Based on Mecklenburg County Taxable Parcels
ROI Study: Broad Benefits
9
ROI Study conducted by UNC Charlotte Urban Institute
Charlotte Mecklenburg Library returns $4.57 in direct benefits for every $1.00 invested from all sources.
Libraries Change Lives!
(Don’t they?)
How do you know when your organization is successful?
Traditional Measures (what we do)
Checkouts/circulationProgram attendanceReference transactionsRegistered users
Outcomes (the difference we make)Young children prepared to succeed in
kindergartenChildren and teens succeeding in schoolA more literate communityResidents proficient with computer skillsAdults getting jobs
So why change what we measure?
Articulate relevance in the 21st centuryArticulate value/impact to communityArticulate value/impact to fundersCompetitive funding advantage
If you always do what you always did, you will
always get what you always got.
--Albert Einstein
Planned work/ activities
Intended results
Outcome = Change in behavior, attitude, skill, knowledge, or status as a result of intentional actions
Outcome Measures
Answers the question “So what?”Help define value
– What is the value of what we are measuring?– Is there a benefit to what we are putting into it?– What value do we bring to the community?
Help demonstrate that resources are producing results
Outcome Measure Example
21
97% of parents/caregivers attending pre-school programs reported that they are better prepared to develop pre-reading skills in their children
Overview of the Outcome Based Evaluation Process
21st Century Library
23
Flexible spacesInnovations in self service/convenienceAnticipating needs of customersForeign language servicesSocial media as a customer touch pointLibraries as ‘place’Libraries as innovation labs
Organizational Excellence/ Sustainability
24
Human capital (staff and volunteers)LeadershipFocusProcess improvementFlexibility of staff/cross-trainingChange management
Where does your library fit in today’s world?Do people come to us, or do we go to
people?Access any time, anywhere, any deviceNew media is the new neighborhoodWe share the stage with amateur expertsAre we a trusted node in the social
network?Lee Rainie, Pew Internet & American Life
Project
What must a 21st century leader do?Align people around the organization’s
mission and valuesEmpower leaders at all levelsServe. Provide customers with superior
valueCollaborate, internally and externally
Five Practices of Progressive LeadersModel the wayInspire a shared visionChallenge the processEnable others to actEncourage the heart
--Kouzes and Posner
The Stages of Change
StageOne
StageTwo
StageThree
StageFour
Confusion
AngerTesting
Balancing
Activ
ePa
ssiv
e
Stability Time Stages - CAPSPhases - Italics
SHOCKDEFENSIVE
RETREATACKNOW-
LEDGEMENT ACCEPTANCE
Self Awareness—Johari Window
How can libraries thrive?Connect with community needsContribute uniqueness Act effectively, pursuing clearly-understood
priorities and goalsEmpower staff at every levelCollaborate with othersBe resilient…today, more than everEmbrace changeStay groundedTell your story!
The best way to predict the future is to invent it.
--Alan Kay
