Changing ServiceChanging Service ModelsModels

Don W. Barlow, Executive Director, Westerville Public Don W. Barlow, Executive Director, Westerville Public LibraryLibrary

International LibrariansInternational LibrariansOctober 29, 2010October 29, 2010

Three Trends Affecting Three Trends Affecting LibrariesLibraries

1.1. Customers/Members vs. PatronsCustomers/Members vs. Patrons Entrepreneurial Customer ServiceEntrepreneurial Customer Service Service GuaranteesService Guarantees

2.2. Convenience and Community Convenience and Community Trumps Quality and PrivacyTrumps Quality and Privacy

Social NetworkingSocial Networking Customers Devices Not OursCustomers Devices Not Ours

3.3. Breaking Down the SilosBreaking Down the Silos Tearing down the BarriersTearing down the Barriers Community PartnershipsCommunity Partnerships

To Be successful LIBRARIES MUST simply To Be successful LIBRARIES MUST simply provide customers with what they want!provide customers with what they want!

““What we value as an organization What we value as an organization has little or no value unless it has little or no value unless it matches that of our customers!”matches that of our customers!”

Joey RodgersJoey Rodgers

Don W. BarlowDon W. Barlow

PersonalizationPersonalization

• Treat our customers like they are unique, not Treat our customers like they are unique, not like everyone else, individualized service.like everyone else, individualized service.

• PortabilityPortability and and ConvenienceConvenience is the priority is the priority

• Service must be anywhere, anytime, in the Service must be anywhere, anytime, in the format of our customer’s choosing and more format of our customer’s choosing and more importantly on the device of their choosingimportantly on the device of their choosing

Today’s Service Today’s Service

ExpectationsExpectations Customer Self SufficiencyCustomer Self Sufficiency

• PC ReservationsPC Reservations• Program RegistrationProgram Registration• Booking Meeting RoomsBooking Meeting Rooms• Federated Search EnginesFederated Search Engines• TaggingTagging• Self-Checks with RFIDSelf-Checks with RFID• E-CommerceE-Commerce• Most Importantly - MobilityMost Importantly - Mobility

New ways of sharing resourcesNew ways of sharing resources• Eliminating Geographical and Political Eliminating Geographical and Political

BoundariesBoundaries

New ways of delivering resources and servicesNew ways of delivering resources and services• On Customer Terms Not OursOn Customer Terms Not Ours

Flexibility!!! In Budgeting, Staffing and Flexibility!!! In Budgeting, Staffing and Attitude!Attitude!• No longer the Queen Mary, we’re steering a Motor Boat!No longer the Queen Mary, we’re steering a Motor Boat!

Our services must be anywhere, anytime, and Our services must be anywhere, anytime, and on devices of the users choosingon devices of the users choosing

Customer Focused/ not Library FocusedCustomer Focused/ not Library Focused

User technology not library technologyUser technology not library technology ( (what what they have, NOT what we have)they have, NOT what we have)

Library Resources available on iPhone, Library Resources available on iPhone, Blackberry iPads other emerging devicesBlackberry iPads other emerging devices

Library bloggingLibrary blogging I CALI CAL Web 2.0 - Library 2.0Web 2.0 - Library 2.0 Social NetworkingSocial Networking Libraries must be permanently BETALibraries must be permanently BETA

Library Link• Links 26 Schools with the public library• Next day delivery of all print materials, including OhioLink and OhioLink Plus

OhioLINK• Access to all Ohio’s 90 Colleges and Universities• 9 Million titles/40 million Items• Next day delivery• Extend to all Ohio libraries

And Now SearchOhio for Public Libraries

Drive-up WindowsDrive-up Windows Coffee and BeveragesCoffee and Beverages Concierge ServicesConcierge Services Direct delivery of materials and informationDirect delivery of materials and information Text MessagingText Messaging RFID TrackingRFID Tracking Access through multiple devicesAccess through multiple devices Push technologyPush technology Pod CastingPod Casting Service GuaranteesService Guarantees

BordersBorders Virgin RecordsVirgin Records Amazon.comAmazon.com Customer Customer

EmpowermentEmpowerment 20-30% Retail Space20-30% Retail Space

Ironwood Branch Library Richmond Pl, British Columbia

Merchandizing

One Hour One Hour Reserve/Holds Reserve/Holds GuaranteeGuarantee

Beverage Services at Beverage Services at the Drive-up Windowthe Drive-up Window

Even Dog BiscuitsEven Dog Biscuits

No restrictionsFree Service to meeting roomsFree popcorn Drive-up availability

Welcome Every Welcome Every CustomerCustomer

Resolve Self-Check Resolve Self-Check IssuesIssues

Library tours and Library tours and directional directional questionsquestions

Customer Self Customer Self RegistrationRegistration

E-CommerceE-Commerce

Self-program and Self-program and meeting room meeting room bookingbooking

Computer and study Computer and study table reservationstable reservations

Check-out Check-out materials materials anywhere/anytimeanywhere/anytime

Mobile Mobile inventory/reserveinventory/reserves and holdss and holds

More than paying fines, lost and paidMore than paying fines, lost and paid

Ability to check-out or purchase new and Ability to check-out or purchase new and used materialsused materials

Download music; audio-books; MP3’s and Download music; audio-books; MP3’s and future devicesfuture devices

On-line gift shopping from Friend’s ShoppeOn-line gift shopping from Friend’s Shoppe

Roving LibrariansRoving Librarians Wireless HeadsetsWireless Headsets Wireless technologyWireless technology Laptops for loanLaptops for loan Media Production LabsMedia Production Labs Computer ReservationsComputer Reservations Tech Lab ReservationsTech Lab Reservations Reserve Study RoomsReserve Study Rooms

Allows librarians to have a Allows librarians to have a visible presence within the visible presence within the library without being tied library without being tied to a deskto a desk

HP Tablet PC TC1100HP Tablet PC TC1100

Omega Trek Wireless Omega Trek Wireless TelephoneTelephone

iPads may iPads may RevolutionizeRevolutionize how we deliver serviceshow we deliver services

Macromedia Studio Macromedia Studio SuiteSuite

Apples iLife; iMovie; Apples iLife; iMovie; iDvd; iTunesiDvd; iTunes

Convert video; photos Convert video; photos to DVDto DVD

Audio-editingAudio-editing Web designWeb design Final Cut ExpressFinal Cut Express Terabyte storage for Terabyte storage for

lengthy projectslengthy projects

Youth Labs

Chat

Teen Labs

Adult Labs

Gaming

PDA – Library Web Sites PDA – Library Web Sites must be developed to fit must be developed to fit PDA devices (live searching PDA devices (live searching of the catalog/request of the catalog/request items items

Library catalog systems Library catalog systems

Library Database vendorsLibrary Database vendors

PDA ScreenshotsPDA Screenshots

Reference Reference

PUSH technologyPUSH technology

Instant reference Instant reference servicesservices

EventsEvents

RSS FeedsRSS Feeds• Personalized servicesPersonalized services

People of similar interests People of similar interests Program RegistrationsProgram Registrations New materials/programs/services of interestNew materials/programs/services of interest

• I CalI Cal - inputs program dates/over dues/etc - inputs program dates/over dues/etc directly into your PDA calendardirectly into your PDA calendar People that integrate their livesPeople that integrate their lives

Taped book talks/story hours ESL Taped book talks/story hours ESL programs, etc. available to programs, etc. available to everyone/anytime -distributed everyone/anytime -distributed through RSS Feedsthrough RSS Feeds

Pushing our information out! Pushing our information out! We We find them, instead of them finding find them, instead of them finding us!!us!!

Director and organizational blogsDirector and organizational blogs Departmental blogsDepartmental blogs Individual blogs of customers with Individual blogs of customers with

similar interestssimilar interests

Adult Blog Featuring ENCORE

A whole new philosophyA whole new philosophy Designed specifically to reach out to users/computers/PDA’s/Cell Designed specifically to reach out to users/computers/PDA’s/Cell

PhonesPhones

Enhances the users experience by being truly integrated and Enhances the users experience by being truly integrated and interactive interactive

Benefits the user instead of the site (Don’t make me think/Don’t Benefits the user instead of the site (Don’t make me think/Don’t make me navigate) Combines quality and convenience in context make me navigate) Combines quality and convenience in context to people’sto people’sliveslives

Much more movement and dynamic information on the site; Much more movement and dynamic information on the site; Interacts without refreshing pagesInteracts without refreshing pages

Visit the site at Visit the site at www.westervillelibrary.orgwww.westervillelibrary.org

Reading HistoryReading History

FacebookFacebook

TwitterTwitter

iPad and the HP SlateiPad and the HP Slate

HP Slate

Apple’s iPad

The Apple iPad and HP’s SlateComputer can Revolutionize Library Service

Westerville Public Library

To Accomplish what we have never To Accomplish what we have never done, we have to do things we have done, we have to do things we have never attempted!!never attempted!!