saying “yes” frontline advocacy at durham county library
TRANSCRIPT
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Saying “Yes”Frontline Advocacy at Durham County Library
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Getting to “Yes”The Strategic Planning Process
September
June
Search Conference:Community
Helps toCreate theLibrary’sFuture
Friends of the
Library Retreat
Library Board
VisioningSteering
Committee formed
Staff and Community Research Into Best Practices:
Charlotte-Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington
Staff and Community Research Into Best Practices:
Charlotte-Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington
Library Staff
Development Day: Best
Practices Panel
Outcome: A vibrant Durham County Library in 2010 , supported and enjoyed by the entire community
Steering Committee
meets
Wiki is a place to share and learn
Steering Committee
meets
Library Staff
Visioning
InterviewsInterviews
Library Board AdoptsPlan
January
Durham CountyResults-BasedAccountability
Initiative
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The Result:
Saying “Yes” to the Community:Durham Builds a Customer-Centered Library
Goal 1: The library is a customer-centered and
welcoming place for the entire Durham community.
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Creating the Culture
Customer service includes advocacyCLASS Training (Columbus Metro Library Program)
Customers Leaving Appreciative Satisfied Sold Building skills in
Listening Advocating Informing
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Reinforcing the Culture
Empowering staffStaying informedFraming the messageGetting the word out – way outAdvocacy by any other name
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Empowering Staff
Decision making involvement Quality Councils
Open door policyDoughnuts with the Director
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Staying Informed
Friday UpdateStaff WebStaff newsletterOngoing training
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Framing the Message
Talking points at public service points Introducing new procedures Explaining new policies or changes
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Getting the Word Out – Way Out
Social media Website Facebook Blog
Community eventsCollaboration with other cultural entities
Programming
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Advocacy, Whether You Know It or Not
Every staff interaction with a member of the public spreads a message about the library. Create a culture for positive advocacy – for saying “Yes” by:
Empowering staff Keeping them informed Framing the message Creating opportunities for staff
to get out into the community
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Saying “Yes”Frontline Advocacy at Durham County Library