changing service models - 2010
DESCRIPTION
Libraries must learn to stay relevant in the age of Google and Amazon.com. Find out how! Presentation created by Don Barlow, Director of the Westerville Public LibraryTRANSCRIPT
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!!