Comments on: Proposed New Service Responses – Draft http://plablog.org/2006/12/proposed-new-service-responses-draft.html Official Blog of the Public Library Association Thu, 11 Mar 2010 17:05:31 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Larry Neal http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-990 Larry Neal Tue, 02 Jan 2007 16:42:07 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-990 I suggest a term other than "residents" throughout. This is too often tangled in policies and procedures and is limiting. I suggest a broader term, e.g., "customers," "patrons," "users." Get Fast Facts - I would change "will have someone" to "will have a means." Couldn't we respond to this need with our web resources? Connect to the Online World - I would get rid of "with no unnecessary restrictions or fees". These are both policy issues. I would consider folding "Make Informed Decisions" into "Learn to Find, Evaluate and Use Information." It seems like a large subset. I suggest a term other than “residents” throughout. This is too often tangled in policies and procedures and is limiting. I suggest a broader term, e.g., “customers,” “patrons,” “users.”

Get Fast Facts – I would change “will have someone” to “will have a means.” Couldn’t we respond to this need with our web resources?

Connect to the Online World – I would get rid of “with no unnecessary restrictions or fees”. These are both policy issues.

I would consider folding “Make Informed Decisions” into “Learn to Find, Evaluate and Use Information.” It seems like a large subset.

]]> By: Bonnie McKewon http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-986 Bonnie McKewon Mon, 01 Jan 2007 20:21:40 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-986 I agree with others here that I've never been too keen on the phrase "service responses," although I understand that they are born from expressed community needs. Like other commentators, I also prefer "service initiatives," for what it's worth... I like many of the new services outlined here, with each one prefaced with an "action" verb. That makes the services seem livlier and more energetic. I especially like the phrasing for #2, #3, #4, and #15. I would like to suggest combining a few together. It might help with streamlining, but also it would better connect with expressed community needs. Take #17 "Welcome to America" and combine it with #1 "Be Informed Citizens." The new immigrant pieces become goals or objectives under a broader "Informed Citizens." Take #12 "Make Informed Decisions" and combine it with a newly titled #13 "Continue Lifelong Learning." Again, the informed decision pieces become goals/objectives under a broader "lifelong learning." Take #6 "Express Creativity" and combine it with #3 "Connect to the Online World..." same reasoning as above. Re-title #16 to "Enjoy a Comfortable Place" Somehow I'm troubled by #14. I've facilitated about 9 PFR projects and "stimulate imagination" has never been expressed as a community need. I understand the recreational reading and readers advisory angle, but I just feel this should be re-worked, maybe folded into another role... I'm very glad to see 2 age-specific services here geared toward toddlers and school-age children. Lastly, I could hope that these 17 could be streamlined into fewer services. I work with predominately small public libraries in a regional system of 115 libraries. Most are under 2,500 population. Having fewer--but more robust services--will make the PFR process much easier for small libraries to grab hold of. Thanks for this opportunity to comment! I agree with others here that I’ve never been too keen on the phrase “service responses,” although I understand that they are born from expressed community needs. Like other commentators, I also prefer “service initiatives,” for what it’s worth…

I like many of the new services outlined here, with each one prefaced with an “action” verb. That makes the services seem livlier and more energetic. I especially like the phrasing for #2, #3, #4, and #15.

I would like to suggest combining a few together. It might help with streamlining, but also it would better connect with expressed community needs.

Take #17 “Welcome to America” and combine it with #1 “Be Informed Citizens.” The new immigrant pieces become goals or objectives under a broader “Informed Citizens.”

Take #12 “Make Informed Decisions” and combine it with a newly titled #13 “Continue Lifelong Learning.” Again, the informed decision pieces become goals/objectives under a broader “lifelong learning.”

Take #6 “Express Creativity” and combine it with #3 “Connect to the Online World…” same reasoning as above.

Re-title #16 to “Enjoy a Comfortable Place”

Somehow I’m troubled by #14. I’ve facilitated about 9 PFR projects and “stimulate imagination” has never been expressed as a community need. I understand the recreational reading and readers advisory angle, but I just feel this should be re-worked, maybe folded into another role…

I’m very glad to see 2 age-specific services here geared toward toddlers and school-age children.

Lastly, I could hope that these 17 could be streamlined into fewer services. I work with predominately small public libraries in a regional system of 115 libraries. Most are under 2,500 population. Having fewer–but more robust services–will make the PFR process much easier for small libraries to grab hold of. Thanks for this opportunity to comment!

]]> By: Sara Laughlin http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-985 Sara Laughlin Mon, 01 Jan 2007 15:32:25 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-985 This is great work. I notice a number of comments that focus on specific audiences--teens, immigrants, etc. With marketing in other businesses moving to mass customization (that is, the ability to identify and meet the needs of each individual uniquely), I have found myself structuring library plans by audience, rather than by service. I think either approach is valid--define an audience and a package of services for them, or define a service and identify the potential audiences for that service. As the PLA responses are arranged according to the latter, perhaps you could highlight the various audiences within the responses. For example, if it is information literacy/fluency, there is certainly a difference between what teens and senior citizens need, but they both DO have needs. This is great work. I notice a number of comments that focus on specific audiences–teens, immigrants, etc. With marketing in other businesses moving to mass customization (that is, the ability to identify and meet the needs of each individual uniquely), I have found myself structuring library plans by audience, rather than by service. I think either approach is valid–define an audience and a package of services for them, or define a service and identify the potential audiences for that service. As the PLA responses are arranged according to the latter, perhaps you could highlight the various audiences within the responses. For example, if it is information literacy/fluency, there is certainly a difference between what teens and senior citizens need, but they both DO have needs.

]]> By: Ed Trever http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-982 Ed Trever Sun, 31 Dec 2006 17:18:37 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-982 With technology changing so rapidly, we in the business of information must be prepared to adapt to these changes. In regards to the "Connect to the Online World", should this service be expanded in a way to cover providing access to tele/video conferencing and online multimedia presentations (will libraries provide the needed resources for accessing these)? Will libraries libraries have staff and equipment prepared to manage the accessing of these emerging technologies (or consider the option of alotting resources in these areas)? Traditional library services have also provided research assistance: assisting patrons find differing perspectives, weigh the validity and reliability of sources, judge the breadth and depth of resources (including different reading levels), and navigate through the various methods of organizing information. Providing browsers with a variety of call numbers which may contain information on their desired subject and providing them with optional subjects to consider are valuable services. Which of these responses relate to true reference service, not simply ready reference? The reference service response depends on staffing expertise (professional personnel and/or extensive training) and access to a wide range of resources. With technology changing so rapidly, we in the business of information must be prepared to adapt to these changes. In regards to the “Connect to the Online World”, should this service be expanded in a way to cover providing access to tele/video conferencing and online multimedia presentations (will libraries provide the needed resources for accessing these)? Will libraries libraries have staff and equipment prepared to manage the accessing of these emerging technologies (or consider the option of alotting resources in these areas)?

Traditional library services have also provided research assistance: assisting patrons find differing perspectives, weigh the validity and reliability of sources, judge the breadth and depth of resources (including different reading levels), and navigate through the various methods of organizing information. Providing browsers with a variety of call numbers which may contain information on their desired subject and providing them with optional subjects to consider are valuable services. Which of these responses relate to true reference service, not simply ready reference? The reference service response depends on staffing expertise (professional personnel and/or extensive training) and access to a wide range of resources.

]]> By: Ellen Fader http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-975 Ellen Fader Fri, 29 Dec 2006 21:04:13 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-975 I'm really excited to see the work that has taken place to date. I'm in agreement with a few of the previous posters that teens seem to be falling through the cracks, especially related to recreational reading: succeeding in school and leisure/personal reading are separate topics, even though success is school is often predicated upon reading skills. If you cull out preschoolers and adults, I feel that teens deserve the same mention, especially when we consider data about middle and high school reading scores dropping. I wouldn't change the 'Creating Young Readers' response from this draft. I’m really excited to see the work that has taken place to date. I’m in agreement with a few of the previous posters that teens seem to be falling through the cracks, especially related to recreational reading: succeeding in school and leisure/personal reading are separate topics, even though success is school is often predicated upon reading skills. If you cull out preschoolers and adults, I feel that teens deserve the same mention, especially when we consider data about middle and high school reading scores dropping. I wouldn’t change the ‘Creating Young Readers’ response from this draft.

]]> By: Pam Smith http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-974 Pam Smith Fri, 29 Dec 2006 19:53:33 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-974 The experience or interaction with information needs to be included in some way. Many of our programs provide this experience which brings information to life. Marketing reading and books for all ages is key to our success. It is especially critical for children who may not see reading as a a viable pastime or recreation. I would integrate the concept of hospitality into the public and virtual space category. The experience or interaction with information needs to be included in some way. Many of our programs provide this experience which brings information to life.

Marketing reading and books for all ages is key to our success. It is especially critical for children who may not see reading as a a viable pastime or recreation.

I would integrate the concept of hospitality into the public and virtual space category.

]]> By: Dale McNeill http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-963 Dale McNeill Thu, 28 Dec 2006 17:02:24 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-963 Well done, indeed! I agree with Kathleen that "Welcome to America" isn't quite right. And, frankly, I don't think it's "Welcome to the United States" either. It seems to me that what public libraries do best is welcome immigrants to the local community. Public libraries are not agents of federal government. They do often prepare immigrants for citizenship or other federal or state programs, but they do an outstanding job of welcoming immigrants to a particular place and community. I agree with Kent Oliver that it's good to see adult and children in literacy. I also think that these approaches do the best job yet of being useful to all sizes of libraries. I have felt that the services of urban libraries didn't fit very neatly into the previous responses, yet some of the suggestions I heard (not read, heard) would not have applied to smaller libraries. These responses could, I belive, be used by libraries of all sizes. Well done, indeed!

I agree with Kathleen that “Welcome to America” isn’t quite right. And, frankly, I don’t think it’s “Welcome to the United States” either. It seems to me that what public libraries do best is welcome immigrants to the local community. Public libraries are not agents of federal government. They do often prepare immigrants for citizenship or other federal or state programs, but they do an outstanding job of welcoming immigrants to a particular place and community.

I agree with Kent Oliver that it’s good to see adult and children in literacy.

I also think that these approaches do the best job yet of being useful to all sizes of libraries. I have felt that the services of urban libraries didn’t fit very neatly into the previous responses, yet some of the suggestions I heard (not read, heard) would not have applied to smaller libraries. These responses could, I belive, be used by libraries of all sizes.

]]> By: Kent Oliver http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-962 Kent Oliver Thu, 28 Dec 2006 15:41:29 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-962 My impression is that this is a very fresh and welcome approach to reframing strategic planning for public libraries. I liked the thoughtful wording and believe there is certainly enough here to stimulate planning at anyone's local level. All of the Service Area Responses seemed valid too me after I got past the total number. I was specifically pleased to see the area of literacy hit at both children's and adult levels. I liked the idea of the library as public space being added to the list very much. I would say this is a timely update. My impression is that this is a very fresh and welcome approach to reframing strategic planning for public libraries. I liked the thoughtful wording and believe there is certainly enough here to stimulate planning at anyone’s local level. All of the Service Area Responses seemed valid too me after I got past the total number. I was specifically pleased to see the area of literacy hit at both children’s and adult levels. I liked the idea of the library as public space being added to the list very much.
I would say this is a timely update.

]]> By: Lyn Hopper http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-956 Lyn Hopper Wed, 27 Dec 2006 20:48:32 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-956 I love that the titles are from the customer point of view. The exception grammatically is "Welcome to America" (which should definitely be changed to the U.S.A.). In this one, it's as though the library becomes the subject (for the verb to welcome) rather than the customer. In order to keep the symmetry, how about something like "(Enjoy Living/Be Successful/Live Well) in the U.S.A." I don't especially like any of these, but I'm sure you get the drift. If these are no longer written from the library point of view, I'm not sure they should be called service responses anymore. More like customer opportunities. I agree with Art that cultural awareness may be missing, but I like "...for Pleasure" for the Stimulate Imagination one. If there were a way to include both pleasure and (/or) personal enrichment in the concept without getting too wordy, that would be even better! Often the career choice materials in libraries are teamed with college and other postsecondary education information. Perhaps broaden to something like "Make Choices About Your Future: Decisions About School, Job and Career" rather than Make Career Choices? (School choices could be included in Make Informed Decisions, but I like the pairing of school and career.) Nice job! And again, great to see written from a customer benefit perspective. I love that the titles are from the customer point of view. The exception grammatically is “Welcome to America” (which should definitely be changed to the U.S.A.). In this one, it’s as though the library becomes the subject (for the verb to welcome) rather than the customer. In order to keep the symmetry, how about something like “(Enjoy Living/Be Successful/Live Well) in the U.S.A.” I don’t especially like any of these, but I’m sure you get the drift.

If these are no longer written from the library point of view, I’m not sure they should be called service responses anymore. More like customer opportunities.

I agree with Art that cultural awareness may be missing, but I like “…for Pleasure” for the Stimulate Imagination one. If there were a way to include both pleasure and (/or) personal enrichment in the concept without getting too wordy, that would be even better!

Often the career choice materials in libraries are teamed with college and other postsecondary education information. Perhaps broaden to something like “Make Choices About Your Future: Decisions About School, Job and Career” rather than Make Career Choices? (School choices could be included in Make Informed Decisions, but I like the pairing of school and career.)

Nice job! And again, great to see written from a customer benefit perspective.

]]> By: Beverly Obert http://plablog.org/2006/12/proposed-new-service-responses-draft.html/comment-page-1#comment-955 Beverly Obert Wed, 27 Dec 2006 18:34:32 +0000 http://plablog.org/2006/12/proposed-new-service-responses-draft.html#comment-955 I agree with many of the comments being made. I feel that the Youth Literacy question can be addressed in Succeed in School. Cultural Awareness is missing as a separate service response, however it could be included under Discover Your Heritage, Welcome to America and even Satisfy Curiosity. Learn to Find, Evaluate, and Use information and Make Informed Decisions seem like they could be combined. One talks about the resources and the other the skills to use them. Seems like two sides of the same coin. Get Fast Facts speaks only or ready reference but what about reference in general and virtual reference. Can this be broadened a bit. I like the public and virtual spaces being connected. While they are different they are the first thing people see when they come into the library or visit the web page. They need to be welcoming, friendly, organized, and yes comfortable. The virtual space is comfortable when it meets the accessibility needs of our residents. I agree with many of the comments being made. I feel that the Youth Literacy question can be addressed in Succeed in School. Cultural Awareness is missing as a separate service response, however it could be included under Discover Your Heritage, Welcome to America and even Satisfy Curiosity.

Learn to Find, Evaluate, and Use information and Make Informed Decisions seem like they could be combined. One talks about the resources and the other the skills to use them. Seems like two sides of the same coin.

Get Fast Facts speaks only or ready reference but what about reference in general and virtual reference. Can this be broadened a bit.

I like the public and virtual spaces being connected. While they are different they are the first thing people see when they come into the library or visit the web page. They need to be welcoming, friendly, organized, and yes comfortable. The virtual space is comfortable when it meets the accessibility needs of our residents.

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