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Serving Diverse Communities: Case Studies in Leadership

Multnomah County LibraryPortland Oregon May 24, 2010

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Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities

To hear the audio part of the webinar, be sure to dial our conference call at

866-740-1260 (toll free). When asked, key in your access code: 4146650

For Technical Support, please call toll free to 800-843-9166

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Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities

CE Certificates will be available tomorrow on the TLA CE web site: www.txla.org/ce. Free recordings will be available on Monday on the same site.

Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650

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Helpful Tips

To minimize background noise, please mute your phone line by pressing *6. You may “unmute” your line later by pressing *7.

Please note the “Raise Hand” button on your screen – or you can type questions via the chat box.

Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650

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More Helpful Tips

Twitter hash tag will be #TLAweb.

Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650

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Molly Raphael & Rita Jimenez

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Serving Diverse Communities: Case Studies in Leadership

Multnomah County LibraryPortland, Oregon May 24, 2010

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Outcomes of today’s webinar

Explore innovative methods to assess community needs

Learn practical strategies to:address changing demographics provide better customer service

Get inspired and motivatedFocus on lessons learned

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Impact of a leader’s experience: Acorns to Oaks

Focus on library’s commitment to total community – who are we not serving?

Use existing and build new connectionsInvolve target audience in developing

plans for serviceDon’t be afraid to “correct” mistakesHire the right leaders to develop plans

and them support them in their work

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Role of the chief executive:Molly Raphael

Identify organizational strengths and build on opportunities for improvements

Recognize talent in leaders and potential leaders, including new hires

Encourage and support key leaders, especially creativity and new thinking

Prepare to “stay the course” and focus on the vision and the goals

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The impact of a leader’s experience: Rita Jimenez

Neighborhood Libraries DirectorDaughter and granddaughter of

immigrants Heightened awareness thru life

experience Understand value of culturally

specific servicesSaw blind spots

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Demographic portrait of Multnomah County

Top four languages spoken other than English:

Chinese (1%) Russian (1%) Spanish (8%) Vietnamese (2%) Total 12%

http://www.census.gov/acs/www/index.html

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Our LSTA needs assessment

Designed to build relationships & provide data

Community leader interviews first, then surveys and focus groups

Recommendations focused on staff, collections and programs (in that order)

Strong communication plan essentialCommitment to real change

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Commitment to excellence

Support from Director and senior leaders

Support from staff in every part of our library

2009 IMLS National Medal for Museum and Library Service & 2008 Arthur Flemming Award

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5 years later – what has changed?

13.25 (FTE) additional library staff who speak Chinese, Russian or Vietnamese in 12 strategic locations

Goal of 100% coverage: one bilingual employee at a location during open hours

Support by most staff though some resistance from union leadership

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Demographic portrait of Multnomah County Library staff

In 2004: total of 445 FTE

Designated Chinese bilingual staff: 0

Designated Russian bilingual staff: 0

Designated Spanish bilingual staff: 18

Designated Vietnamesebilingual staff: 0

In 2010: total of 468 FTE

Chinese bilingualstaff: 3.75

Russian bilingualstaff: 5

Spanish bilingualstaff: 23

Vietnamese bilingual staff: 4.5

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New bilingual staff: the faces of our community

A picture is worth a thousand words

Target language staff at quarterly staff meeting

Most of new target language staff is bicultural as well as bilingual

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Resources to support change

Mandatory cultural competency training for all library staff fostered a system-wide conversation and focus in 2006

Ongoing training opportunities like Vietnamese culture training allows our staff to learn about our patrons and serve them better

Continuous learning and adaptation to new information and evolving community demographics

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Cultural competency training

Conducted by TACS, a local non-profit http://www.tacs.org/

Training began with senior management, then middle managers, then front-line staff

Improved from continuous participant feedback throughout the year

System-wide goal setting

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5 years later—what has changed?

Collection budget increased by 75%Circulation increased by almost 40%Reference questions increased by 328%Storytimes in 4 languages – building a

new generation of library users and supporters

Buy-in from staff who see results

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Welcome to the Library videos spread our message in 3 languages

Helps immigrants navigate the library

Stars both library staff & community members

Circulates as DVDs and available on YouTube and library website (http://www.multcolib.org/services/languages/)

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Take aways:

Get out of the library & listen

Interview your community leaders

Manage change

(A good resource: William Bridges’ Managing Transitions)

Over-communicate with both patrons & staff

Always be willing to learn and to shift direction in a rapidly changing environment

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Your questions and comments

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Molly RaphaelALA President-Elect 2010-2011(Retired) Director, Multnomah County Library mraphael@rapgroup.com 503-635-6361 (phone and fax)

Rita Jimenez, Neighborhood Libraries Director ritaj@multcolib.org 503-988-4366Multnomah County Library Administration205 N Russell StPortland, OR 97212http://multcolib.org/services/languages

Want more information?

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Thank you

For your time, questions and commitment

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Serving Diverse Communities: Case Studies in Leadership

Multnomah County LibraryPortland Oregon May 24, 2010

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Brought to you by…

Molly Raphael, ALA President-Elect 2010-2011 Rita Jimenez, MCL Neighborhood Libraries Director Texas Library Association

Nan Ellis, Registration CoordinatorNan Ellis, Registration Coordinator Mary Ann Emerson, WebmasterMary Ann Emerson, Webmaster Gloria Meraz, Director of CommunicationGloria Meraz, Director of Communication Julie Serafini, Programs & Events Assistant Julie Serafini, Programs & Events Assistant Patricia Smith, Executive DirectorPatricia Smith, Executive Director Ted Wanner, CE SpecialistTed Wanner, CE Specialist

Special thanks to ReadyTalk.com

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Please remember

Continuing Education Certificates may be printed tomorrow, May 25, on the TLA CE web site: www.txla.org/ce

Recordings will be available at the same web site on Monday, May 31

Please complete the evaluation survey following the webinar

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Ted Wanner, Continuing Education Specialist

Texas Library Association

tedw@txla.org / 800-580-2852

The End

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The End