changing service models
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TRANSCRIPT
Changing Service Models
Don W. Barlow, Director, Westerville Public Library
IFLA FELLOWSMAY 14, 2014
Three Trends Affecting Libraries
1. Customers/Members vs. Patrons» Customer Service» Service Guarantees
2. Convenience and Community Trumps Quality and Privacy
» Social Networking» Customers Devices Not Ours» Mobility
3. Breaking Down the Silos» Tearing down the Barriers» Community Partnerships
A SIMPLE VISION!
To Be successful LIBRARIES MUST simply provide customers with what they want!
“What we value as an organization has little or no value unless it matches that of our customers!”
Joey Rodgers
Don W. Barlow
Today’s Service Expectations
Personalization
Treat our customers like they are unique, not like everyone else, individualized service.
(The Amazon.com and iTunes model)Portability and Convenience is the priority
Service must be anywhere, anytime!
TODAY’S CUSTOMER’S EXPECTATIONS
Customer Self SufficiencyPC Reservations
Program Registration Booking Meeting Rooms Federated Search Engines Tagging Self-Checks with RFID E-Commerce Most Importantly - Mobility
OUR CHANGING SERVICE MODEL DEMANDS!
Eliminating Geographical and Political Boundaries
New ways of delivering resources and services On Customer Terms Not Ours
Flexibility!!! In Budgeting, Staffing and Attitude! No longer the Queen Mary, we’re steering a Motor Boat!
Our services must be anywhere, anytime, and on devices of the users choosing
OUR SERVICE MODEL DEMANDS!
• Our Staff to be able to serve anywhere, anytime in the library system, regardless of job title and position.
• That we encourage staff to pitch in where they can and risk initiating programs and services without fear of disapproval if they don’t always work out.
• That we hire people who are different from us, smarter than
us, bring new things to the table, people who challenge the status quo.
Technology Trends
• Customer Focused NOT Library Focused User technology not library technology
(what they have, NOT what we have) Library Resources available on iPhone, Nooks, Kindle, iPads and other emerging devices
Social Networking Libraries must be permanently BETA
ELIMINATING TRADITIONAL BOUNDARIES?
WESTERVILLE EXPERIENCE!
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 92 Colleges and Universities• 9 Million titles/50 million Items• Next day delivery• Extend to all Ohio libraries
And Now SearchOhio for Public Libraries• Access to 28 Public
Libraries with holdings of 20 million items.
One card - All Resources
COMBINING CONVENIENCE AND QUALITY
Drive-up WindowsCoffee and BeveragesCatalog Web SitesDirect delivery of materials and informationText MessagingRFID TrackingAccess through multiple devicesPush technologyPod CastingZinio; Freegal and Hoopla iPhone, Nooks, Kindles and iPads
BordersVirgin RecordsAmazon.comiTunesNetFlix20-30% Retail Space
Ironwood Branch Library Richmond Pl, British Columbia
Merchandizing
Drive-Up Windows
One Hour Reserve/Holds Guarantee
Even Dog Biscuits
Beverage Services
No restrictionsFree Service to meeting roomsDrive-up availability?
Self Customer Registration
Customer Self Registration
E-Commerce
Self-program and meeting room booking
Computer and study table reservations
Line-Busters
Check-out materials anywhere/anytime
Mobile inventory/reserves and holds
iPhone Self-Checkout
E-COMMERCE
More than paying fines, lost and paid
Ability to check-out or purchase new and used materials
Download music; E-Books; audio-books; and future devices
On-line gift shopping from Friend’s Shoppe
Adult Services
Roving LibrariansWireless HeadsetsWireless technologyLaptops for loanMedia Production LabsComputer ReservationsTech Lab ReservationsReserve Study RoomsMobile Applications Idea or Maker Places
Library Hotlines
The New Librarian
Allows librarians to have a visible presence within the library without being tied to a desk
Wireless Telephone
Mobile Apps will Revolutionize how we deliver services
Skype Reference Service
Digital Production StudiosSelf Publishing
Macromedia Studio Suite
Apples iLife; iMovie; iDvd; iTunes
Convert video; photos to DVD
Audio-editing Web design Final Cut Express Terabyte storage for
lengthy projects
SPECIALIZED TECHNOLOGY LABS
Youth Labs
Chat
Teen Labs
Adult Labs
Gaming
Gaming
iPhones/iPads
Mobile Devices– Library Web Sites must be developed to fit all mobile devices devices
Library catalog systems
Library Database vendors
Skype Reference
PUSH technology
E-Pages
Text-Messaging
Instant reference services
Events
RSS FEEDS (RICH SITE SUMMARY)
RSS FeedsPersonalized services People of similar interests Program Registrations New materials/programs/services of interest
I Cal - inputs program dates/over dues/etc. directly into your PDA calendar People that integrate their lives
RSS Feeds
YouTube
Taped book talks/story hours ESL programs, etc. available to everyone/anytime -Distributed to Customers through RSS Feeds
Library Drive Through Service
BLOGGING
Moved from Blogging to Direct Communication
Meet The Experts
SOCIAL MEDIA
• Facebook Instagram• Twitter Pinterest• Goodreads RSS Feads• Pinterest• Flickr
GOODREADS
Encore – our Catalog
Visit our New Single Search Web Site
RATINGS AND REVIEWS
Reading History
FLICKR
IPAD AND THE HP SLATEHP Slate
Apple’s iPad
The Apple iPad and HP’s SlateComputer and Smartphones are Revolutionizing Library Service
iPhone
MOBILE APPLICATIONS• Access your Account Anytime; Anywhere• Compare Book Prices• Download E-Books on the go!• Check-out Library materials• Access Library Databases
Westerville Public Library
To Accomplish what we have never done, we have to do things we have never attempted!!