From Good To Great
March 23rd, 2006 by Beth GallawayCate McNeely shared the success story of the Richmond (B.C. Canada) Public Library and how they adopted a new model to achieve greatness!
They began by asking the tough questions:
- Is 20 odd circs per capital really good?
- Does every use us regulary?
- Does everyone who comes in feel at home, hve a great experience & take away things that matter to them?
- Do we generate a buzz?
What is great?
- 50-100 circs per capita
- everyone uses the library and feels ike they got what they needed
- when the library/librarian stereotype is truly laughable
- more than level funding
- Eash step builds on past successes
How do we acheive greatness?
- Think like those folks who are using our libraries
- Determine our core business
- Set our core priorities
- Implement with Enthusiasm and Urgency
Users want:
- convenience
- quick delivery
- needs anticipated
- feel valued
- empowerment
- stimulation
- pleasure/fun!
Everything we do send messages to our customers, even desks: intimidating, welcoming, hostile, inviting.
Tip: walk the floor just to talk to customers every day.
2. Determine our core business
- connecting books and people
- materials to read, listen to and view
- encouraging reading and literacy
Research demonstrates that 81% of the people who go to library go for books. Are we spending enough attention on the books customers WANT? i.e.,
3. Set our core priorities
- be open 7 days a week, at least 5 nights a week
- develop critical mass collections that sustain interest
- extensively merchandise those collections
- create a pleasure filled & empowering atmosphere
- offer proactive not reactive customer service
We do great at serving the people who come to desk - not so great at those who are too shy/intimidated/nonnative to ask for help.
In 1917, the Dublin Library (Ireland) was open from 9AM-10PM, 7 days a week, and closed only for Easter and Christmas. WHY?
Core focus was about having a space for people to come and improve their lives through accessing printed materials.
All noncore activites must exist only for one reason: to support our core business.
4. Implement with Enthusiasm and Strong Will
- be disciplined
- be determined
- don’t take no for an answer
- don’t let the fear factor influence decisions
- take no half measures
Cate showed a series of video tour/library walk through set to the music, including In the Mood by Glenn Miller and Banana Pancakes by Jack Johnson for the children’s segment. Clips highlighted bookstore displays and signage (12 nonfiction categories), retail shelving called Powerwalls (instead of stacks), popular materials, entertainment central, kids place, ask us centers instead of desks, roving staff.
When the nonfiction collection was whittled down for renovation, circulation increased by 26%; customers want and need NF merchandised to find what they need.
Theft has nearly led to the abandonment of DVD collections, but a DVD vending machine has solved the problem. It eliminates staff handling, creates a faster turnaround, holds must be picked up in THREE hours! eliminates theft, and generates money. If DVDs are NOT returned to the machine, patrons are charged a fee.
Major reconfiguration means form now follows function, older materials placed on display circulates, and nonfiction is no longer a sea of stacks. It allows us to evaluate from a customer’s point of view, identify gaps, and provide critical mass, all resulting in word of mouth publicity. Critical mass examples include dummies book, cartoon tie-in for preschoolers, etc.
Challenges to the customer centered model include:
- merchandise shelving
- locations
- retrospective changes
- indentifications
- holds/pick list
- constant maintainance of replenishing displays
- explosive circulation
- DVD dispenser
- collections purchasing
Staff challenges:
- walking the floor
- letting go of the desk
- standing vs sitting
- offering assistance vs waiting for questions
- teaching to fish vs handing out fish
- learning new ways to operate
Benefits:
- more readers
- customers get what they want
- increase circulation.
Final thoughts: Greatness is achieveable if you:
- observe trends
- tune into culture
- know what you’re offering
- talk to your customers & non customers.
Quote: “If not now, when? If not me, whom?” -Golda Meir
Advice:
- Spend money on shelving - refurbish furniture.
- Newer items go to powerwall, older on stacks, sometimes you have to look in 2 locations for an item.
- Buy bulk in different formats to beef up critical mass.
Tags: conferences, PLA, PLA2006
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