Changing service models

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

FACEBOOK

TWITTER

PINTEREST

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!!