21st Century Librarian ILA Conference 2011

21st Century Librarian

10.13.11 | Iowa Library Association Conference






“We know what we are, but we know not what we may be.” - William Shakespeare


In the year,

people are...206021st Century Librarian



Your Place. Stories you want, information you need and connections you seek.

The 21st Century ChallengeWhat is a library’s role?



The



connect create

collaborationconvenient

current

continuous improvem

entcommunicate

consult

customerchange

Top 10 Things 21st Century Librarians Do


Reference Interview 2011Customer1 has joined the roomLissa Staley has joined the room(09:24) Lissa Staley: Hi -- let me find out the best answer I can for you. One moment(09:24) Customer1: thank you. (09:25) Lissa Staley: While I am waiting for a response, I can tell you that generally after it comes back up, they leave it offline while they load in all of the materials that have been returned since it went down.(09:27) Lissa Staley: Okay --It is up now(09:28) Lissa Staley: And we think has been up since Thursday(09:28) Lissa Staley: The IT head recommends that you restart your computer to clear the cache on your browser(09:28) Lissa Staley: if you are still getting the out of order page at http://dvd.tscpl.org(09:28) Lissa Staley: Let me know if that doesn’t work or if you need more assistance!(09:29) Customer1: wow! Thanks Lissa.I will try these. Appreciate all of your help. Its great people like you that make our library the gem of the city!!!!!!Customer1 has left the room

Communicate

(1:52:14 PM) guest495381: do you have a copy of the “Briggs & straton service manual”(1:52:18 PM) nbdesk1-tscpl: hi(1:52:20 PM) nbdesk1-tscpl: let me check(1:53:37 PM) nbdesk1-tscpl: We have some Stratton related manuals, can you tell me more specifically what we need?(1:54:18 PM) nbdesk1-tscpl: We have a walk behind lawn mower service manual(1:54:40 PM) nbdesk1-tscpl: And a collection of lawn mower repair reference books that don’t check out but you can make photocopies of here(1:55:21 PM) guest495381: That would be it. Where’s it located?(1:55:52 PM) nbdesk1-tscpl: In the library, in the Auto Repair Reference section, the lawn mower repair books are on the last section, waist height(1:56:08 PM) nbdesk1-tscpl: The Auto Repair Reference is across from the DVDs, specifically across from Adventure and Comedy.(1:56:26 PM) nbdesk1-tscpl: (It’s located there so that it is close to the photocopier)(1:56:45 PM) nbdesk1-tscpl: Anything else I could help you with?(1:57:49 PM) guest495381: that got it. Thank you very much.(1:57:56 PM) nbdesk1-tscpl: Thanks for using the library!(1:57:59 PM) guest495381 has left the conversation.


Reference Interview 2011Communicate


Customers


Market Segmentation

“Library service is really all about connecting with people and building relationships built on real knowledge about each other. And the data that drives that is market segmentation.” - Gina Millsap


Perception vs. RealityWe thought: People who live in East Topeka are generally underserved and are not big library users.

We learned: 77% of the segment are library customers and have the 5th highest check out per customer.




Perception vs. RealityWe thought: People in rural Shawnee County prefer films over books.

We learned: They check out more books than films.

Prairie

Living

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Sophisticat

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Up and Coming Fa

milies

Modest Inco

me Homes

100%

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60%

40%

20%

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Social Secu

rity Set

Inner City

Tenan

ts

Southwestern Fa

milies

Simple Liv

ing

Metro City

Edge

Green Acres

Exurban

ites

Cozy an

d Comfortable

In Style

Milk an

d Cookies

Retirement C

ommunities

Old and Newco

mers

Aspirin

g Young Fa

milies

Midlife Ju

nction

Heartlan

d Communitie

s

Crossroad

s

Home Town

Metropolita

ns

College To

wns

Rustbelt T

raditio

ns

Rustbelt R

etirees

Segments

■ Print ■ Non-Print

Midland Crowd

Great Exp

ectatio

ns

Young an

d Restless

City Dim

ensions


Consultants


Convenience


Create


Continuous Improvement

Continuous Improvement

Before After


Our Vision You know us – and we know you You Trust Us You Are Proud of Us You Inspire Us You Can’t Read Enough (For Us)

The Next Decade

Change


Our CommitmentEnhance our citizens’ lives through services when, where and how they need them.

The Next Decade

Change


Our Goals Support the economic vitality of our community Monitor and respond to societal changes with information to help people manage and improve their lives. Support and nourish the community spirit, imagination and culture Contribute to the growth and development of our community’s families and children

The Next DecadeChange

ConnectHow am I like the founder of the Hair Club for Men?


Collaborate


Current

Netflix

Ereaders Facebook


Be the Customer


What Motivates YourCustomer?


connect the dots

easy transactionsconvenient

easy comm

unicationdelivery on preferred channels

reliability

no industry jargonSenSe of Belonging

How can we appeal to people in the future?



RULES


©TSCPL

AppleSoft iPad PhluxCapacitor Drives(formerly known as flash drives)

PlatinumTooth headset (connects directly to brain)

library-dedicated cellular communications device

InfoWand (RFID scanner/check-out device)

hydrogen cell powered retractable skate shoes(soon to be upgraded to magnetic levitation platforms)

Thank you.Questions?Gina [email protected] (785) 580-4480presidential nominee for ALA

VOTE

Investor Relations

21st Century Librarian ILA Conference 2011