the san josé public library experience jane light library director
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The San José Public Library Experience
Jane Light Jane Light Library DirectorLibrary Director
Imagine a Library that is too Imagine a Library that is too Successful...Successful...
...Skyrocketing Circulation ...Skyrocketing Circulation Static StaffingStatic Staffing
Circulation 2002/03 est. : 13,150,000
01,000,0002,000,0003,000,0004,000,0005,000,0006,000,0007,000,0008,000,0009,000,000
10,000,00011,000,00012,000,00013,000,000
Circulation
Circulation
900
800
1000
700
600
500
400
300
200
Staffing
Sta
ffing
2,154,496
714,357539,756 472,091
3,311,958
5,355,674
0
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
SJ
Public
Library
SF
Giants
Oakland
A's
SJ
Sharks
SF 49ers Oakland
Raiders
San José Public Library Visitors Compared to Bay Area San José Public Library Visitors Compared to Bay Area Sports Attendance in 2001-2002Sports Attendance in 2001-2002
...Millions of Visitors...Millions of Visitors
……Daily Programming Daily Programming
13,833
20,03722,225
26,709
0
5,000
10,000
15,000
20,000
25,000
30,000
Summer 1995
Summer 2000
Summer 2001
Summer 2002
……a Summer Reading a Summer Reading Celebration for all AgesCelebration for all Ages
Books for Little HandsBooks for Little Hands
Grade One at the LibraryGrade One at the Library
teensReachteensReach
Internet ClassesInternet Classes
Adult Literacy - Partners in ReadingAdult Literacy - Partners in Reading
……Award Winning Community ProgramsAward Winning Community Programs
Serving Over 20,000 Youth and FamiliesServing Over 20,000 Youth and Families
… …all in Small Spacesall in Small Spaces
San
Jose
Qu
een
s B
oro
ugh
San
ta C
lara
Cn
ty.
Colu
mb
us
Mu
ltn
om
ah
Cou
nty
Den
ver
Sea
ttle
$28
$0
$20
$40
$60
$80
Per Capita Expenditure Comparison PLDS Statistical Report (2000/2001)
$34
$40
$57
$67$63
$67
… …and on a Below Average and on a Below Average Per Capita BudgetPer Capita Budget
...Simultaneously, we are moving into ...Simultaneously, we are moving into a a newnew Martin Luther King, Jr. Library Martin Luther King, Jr. Library
First public/university collaboration in USAFirst public/university collaboration in USA
Jointly operated with San José State UniversityJointly operated with San José State University
Merged units providing seamless customer serviceMerged units providing seamless customer service
470,000 square feet470,000 square feet
……Building 20 New Bond Funded Building 20 New Bond Funded Branch LibrariesBranch Libraries
In November 2000, 76% of San José In November 2000, 76% of San José residents approved a $211 million bond residents approved a $211 million bond measure for 20 new buildingsmeasure for 20 new buildings
Ten year build-out projectTen year build-out project
Average size 20,000 square feetAverage size 20,000 square feet
……Implementing a New Innovative Implementing a New Innovative Library Service ModelLibrary Service Model
Meets the increasing and changing needs of Meets the increasing and changing needs of customers while dealing with the customers while dealing with the
challenges of no additional staffchallenges of no additional staff
Customer firstCustomer first
Helping our customers help themselvesHelping our customers help themselves
Using staff more effectively Using staff more effectively
Reinventing the library environmentReinventing the library environment
……and Leading the Professionand Leading the Profession
Innovative Service ModelInnovative Service Model
Merchandising/Display of MaterialsMerchandising/Display of Materials
New New King LibraryKing Library
Branch Facilities Master PlanningBranch Facilities Master Planning
Books for Little HandsBooks for Little Hands
Partners in Reading Technology InitiativePartners in Reading Technology Initiative
The San José Experience = The San José Experience = Environment + ServiceEnvironment + Service
Changing customer expectationsChanging customer expectations
Marketing surveysMarketing surveys
The 4 “C’s”:The 4 “C’s”:
ConvenienceConvenience
ChoiceChoice
Customer ServiceCustomer Service
ComfortComfort
ConvenienceConvenience
Self ServiceSelf Service
Merchandising the CollectionMerchandising the Collection
eBranch 24/7 AccesseBranch 24/7 Access
Customers prefer to be in controlCustomers prefer to be in control
Self ServiceSelf Service
System goal 85%System goal 85%
Making policy and procedural changes to Making policy and procedural changes to insure self-checkout successinsure self-checkout success
Building customer expectations Building customer expectations
New staff rolesNew staff roles
Training staff and customersTraining staff and customers
The Self-Checkout ExperienceThe Self-Checkout Experience
Implementing self-checkout machines: Implementing self-checkout machines: BeforeBefore
ConventionalConventional
TransitionalTransitional
The SJPL Check-out ExperienceThe SJPL Check-out Experience
Self-Service HoldsSelf-Service Holds
The Use of Technology to Help Customers The Use of Technology to Help Customers Help ThemselvesHelp Themselves
Train customers on account self-managementTrain customers on account self-management Online functions: eBranch, booking systems, payment Online functions: eBranch, booking systems, payment
of fines, library card & program registrationof fines, library card & program registration
Merchandising the CollectionMerchandising the Collection
Promotes the use of the collectionPromotes the use of the collection
Supports self-serviceSupports self-service
Visual impact at the front door: “The Marketplace”Visual impact at the front door: “The Marketplace”
Easy to navigate layout and organizationEasy to navigate layout and organization
Customer-centered collectionsCustomer-centered collections
Bountiful collection displaysBountiful collection displays
364,467
1,817,491
774,018
1,357,116
0
500,000
1,000,000
1,500,000
2,000,000
Visits to eBranch Online Renewals
2000/01 2001/02
Self-Service eBranch 24/7Self-Service eBranch 24/7““the greatest convenience is not leaving home”the greatest convenience is not leaving home”
ChoiceChoice
Rich array of materials in different formats and Rich array of materials in different formats and languageslanguages
Branch collection and system collectionBranch collection and system collection
CompetitionCompetition
Customer ServiceCustomer Service
Alignment of staff skills with customer expectationsAlignment of staff skills with customer expectations
Creating the 21st Century Library ToolkitCreating the 21st Century Library Toolkit
Valued-addedValued-added
The untrainable attribute: people not process The untrainable attribute: people not process
Out of the backroom and onto the floorOut of the backroom and onto the floor
Job descriptions of all classificationsJob descriptions of all classifications
Customer Service PrinciplesCustomer Service Principles
Redefining customer serviceRedefining customer serviceNot reactive, not proactive, but intuitive Not reactive, not proactive, but intuitive
Everyone serves youthEveryone serves youthThe Storytime ExpressThe Storytime Express
Everyone is a teacherEveryone is a teacherBreaking the cycle of dependencyBreaking the cycle of dependency
Developing the flexible cross-trained teamDeveloping the flexible cross-trained teamStaffing for workflow not service desksStaffing for workflow not service desks
ComfortComfortThe missing piece at SJPLThe missing piece at SJPL
The new facilities: marketplace, family The new facilities: marketplace, family place, teen space, internet café, living place, teen space, internet café, living room, group and quiet studyroom, group and quiet study
The experience of the weekly visitor The experience of the weekly visitor
The 80/20 ruleThe 80/20 rule
For Further InformationFor Further Information
http://www.sjpl.lib.ca.us/http://www.sjpl.lib.ca.us/
http://www.newsanjoselibraries.comhttp://www.newsanjoselibraries.com
jane.light@ci.sj.ca.usjane.light@ci.sj.ca.us
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