keys to self service success
DESCRIPTION
Presentation about the keys to delivering an excellent self-service experience to your library patrons. Concludes with the eight critical tips.TRANSCRIPT
KEYS TO Self-Service
Success
Jane Cronkhite Santa Clara County Community Librarian
Donna Ohr San Diego County Library Deputy Director
Chelsie Harris San Diego County Community Relations Manager
Lori AyreLibrary Technology Consultant
Wendy Wilsher Typographic and Wayfinding Consultant
KEYS TO
Self-Service Success
Why we are Here
Patrons Prefer an Independent Service Experience
KEYS TO
Self-Service Success
Experiences from the Field
Procurement & Implementation
Wayfinding
Q&A
Agenda
KEYS TO
Self-Service Success
Experiences from the Field:
Santa Clara County Library District
Jane CronkhiteCommunity [email protected]
KEYS TO
Self-Service Success
About SCCLD
Serves 412,000+ residents
9 cities
8 libraries, 2 bookmobiles
Over 9.1 million checkouts
3.8 million website visits
1.9 million items as of 2013-2014
KEYS TO
Self-Service Success
The Need for Self-Service
All residents benefit from and value the library
85% of residents have active library cards by 2017
Our libraries transform lives by enabling life-long learning and community engagement
Priorities reading & literacy, public technology needs, outreach and programming, ESL & citizenship, and an effective user experience
KEYS TO
Self-Service Success
Self-Services
Mobile App and Virtual Library 24/7, Tech ToolBar, Computers, Wayfinding
KEYS TO
Self-Service Success
Self-Services
Self Check-Out Machines, Payment Centers, Automated Materials Handling
KEYS TO
Self-Service Success
Getting Buy In
Implementation & Assessment
Pilot Projects, Tiger Teams, Service Groups, Involve Patrons
KEYS TO
Self-Service Success
Experiences from the Field:
San Diego County Library
Donna Ohr Deputy [email protected]
Chelsie Harris Community Relations [email protected]
KEYS TO
Self-Service Success
About SDCL
Serves 4,150 square miles
33 branches
2 bookmobiles
2012 Library of the Year
KEYS TO
Self-Service Success
SDCL’S IT Philosophy
Mobile Technology Enhances Services and Increases Capacity and Access
KEYS TO
Self-Service Success
Making it Happen
Funding: Functional Threading and Alignment, Staff are the experts
KEYS TO
Self-Service Success
Engaging Customers
Community Customization
Technology is an expansion of services, not a replacement of personal interaction
KEYS TO
Self-Service Success
Making it Fun!
Marketing the Service
KEYS TO
Self-Service Success
Customers Love It!
2014 Digital Government Achievement Award
KEYS TO
Self-Service Success
Lori AyreLibrary Technology [email protected]
Procurement
Implementation
KEYS TO
Self-Service Success
Strategic Goals
Keep Procurement aligned with Strategic Goals
What Problem is being Solved?
What do you want the User Experience to be?
KEYS TO
Self-Service Success
Modify, Change, Prepare
Modify Spaces, Change Policies, Prepare Collection
Redefine Service Points
Remove Impediments to Self-Service
KEYS TO
Self-Service Success
Involve Staff
What are the New Ways they will be Interacting with Patrons
KEYS TO
Self-Service Success
Support Patrons
Training and Positive Messaging
Have a Plan to Support Patrons Through the Transition
KEYS TO
Self-Service Success
Wayfinding is a Key to Self Service Success
Getting it Right
Wayfinding Examples
Wendy WilsherTypographic and Wayfinding [email protected]
KEYS TO
Self-Service Success
Good wayfinding & information can help customers access library services independently
KEYS TO
Self-Service Success
Getting it Right
Location
Language
Content
Consistency
Attractive
KEYS TO
Self-Service Success
Directional
KEYS TO
Self-Service Success
Directories
KEYS TO
Self-Service Success
Identify Key Services
KEYS TO
Self-Service Success
Specific Systems
KEYS TO
Self-Service Success
Specific Tasks
KEYS TO
Self-Service Success
Identify Material
KEYS TO
Self-Service Success
Self-Sufficient Customers
More Rewarding Staff Experiences
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KEYS TO
Self-Service Success
The KEYS
Involve staff and stakeholders in redefining the patron experience
Make sure changes result in enhanced/new services
Take needs of affected customers into account
Keep initiative aligned with strategic goals
Modify spaces, policies, and collection to support goals
Support patrons with training and positive messaging
Provide effective information throughout the library
Make it a happening! Be bold and colorful and have fun
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KEYS TO
Self-Service Success
Contact Information
Jane CronkhiteSanta Clara County Community Librarian
[email protected] (408) 866-1991 x 3200www.sccl.org
Lori AyreLibrary Technology Consultant
[email protected] (707) 763-6869www.galecia.com
Wendy Wilsher Typographic and Wayfinding Consultant
[email protected] (408) 306-4115www.wilsherdesign.com
Donna OhrSan Diego County Library Deputy Director
[email protected] (858) 694-3786www.sdcl.org
Chelsie HarrisSan Diego County Library Community Relations Manager
[email protected] (858) 495-5042www.sdcl.org