“It’s not about ME -- it’s about YOU”Durham County Library Staff Day 2007
Theresa E. CummingsManager, Libraries IT DepartmentWake County [email protected]
So who am I?
Manager of Libraries IT Department at Wake County Public Libraries In current position since January 2000. Arrived full of energy and naiveté. Quickly realized the department was
growing, and growing and growing… Am living proof that you can become a
different librarian than you dreamed you’d be in Library School.
The way we were…
In January 2000: Our system had 17 branches, with approximately
250 PCs being used by library staff and our public. The majority of “technology” in our library
branches was dumb terminals. A majority of our “electronic resources” were in
CD-ROM format – requiring customers to visit a library branch to use.
Our annual book circulation was between 5-6 million.
Our customer base was approximately 600,000 citizens. The number of library card holders was approximately 225,000.
Growing and growing…
In January 2007: We reopened our North Regional Library, capping off
four major library constructions/renovations in one year, bringing the total number of branches to 19 – and the number of PCs supported to nearly 1,200.
Technology is found in many forms throughout the library – WiFi, public Internet access, electronic management of PC usage and public printing, and more!
All of our “electronic resources” are online, and thanks to NC LIVE, are numerous in breadth and depth.
Our annual book circulation will surpass 8.5 million. Our customer base is approximately 786,000 citizens.
The number of library card holders is over 374,000.
WCPL Culture
Build libraries where people live and give them access to everything they’ll need from their local library
A popular collection is what our customers want Requesting books should be easy and unrestricted Services to children is our #1 priority Give employees the information they need to
make free, informed decisions. Less rules, more guidelines Volunteers – our clean little secret Self service makes sense
How do we encourage this culture?
Facilitative Leadership model
Customer Service model
The Power of Nice
Facilitative Leadership Model
Created by Roger Schwarz (www.schwarzassociates.com)
The Skilled Facilitator Approach Ground Rules for Effective Groups
Core values of: Valid information, free and informed choice, internal commitment, and compassion
All library employees are exposed to these ground rules, and we use them in all meetings and committees.
It’s hard work requiring constant practice!
Customer Service Model
Superior customer service is a mindset, not an activity…
We hold regular Customer Service Workshops for all library employees, covering areas including: Avoiding Library Lingo Customer service via phone or email Serving external AND internal customers Highlighting the differences in perceptions and motivations
based upon personality types. Dealing with challenging customers – use the L.A.S.T. formula:
Listen to the customer Acknowledge the customer’s concern Solve the concern (if possible) and sympathize Thank the customer
A Culture of Nice
We minimize punitive responses We empower each employee to break the
“rules” when necessary to meet a customer’s needs and ensure a positive experience
It’s not necessary (or possible) to treat everyone the same. Strive to treat each customer as they wish to be treated. This requires good communication skills to find out hidden meanings…
Customers don’t care what you know, until they know that you care
IT Culture @ WCPL
We are Library employees who happen to be in the IT Department.
YES is the answer “There’s no I in IT”, err, well, you know what I
mean… Partnerships make it happen Transparency is essential Take advantage of all opportunities to learn Be proactive in making sure your customers are
happy Keep your mouth OPEN
Our Challenges for the Future
Continuing to keep up with the demand for library services in Wake County (bond referendums, capital building projects)
Continuing to attract and retain the best library employees who love their jobs and are committed to providing excellent customer service.
Constantly evaluating our services by asking the question: “Is this what our customers want?”
Increase the visibility of Libraries as the #1 asset of Wake County.
Not resting on our laurels, thinking we have it all figured out.
Top 10 ideas to help you make the leap:
#10 Talk to the right people, oh and listen too.
#9 Take the blinders off – and throw them away
#8 Don’t think you have to build it yourself
#7 Throw “perfection” out the window
#6 – Keep telling yourself: “This is my job”
#5 – Whine with purpose
#4 – Find new ways to do your job
#3 – Never underestimate willingness to engage in meaningful work
#2 – READ, READ, READ
#1 – Remember it’s ALWAYS about the customer
Leaping People and Ideas
Helene Blowers (librarybytes.com) David Lee King (davidleeking.com) Patricia Martin – (LitLamp.com) Google Alerts (google.com/alerts), Google Reader
(google.com/reader) Wikipedia (www.wikipedia.org) Facilitative Leadership Model – Roger Schwarz and
Associates (schwarzassociates.com) Made to Stick: Why some ideas survive and others
die – Chip and Dan Heath (madetostick.com) Delivering knock your socks off service – Kristen
Anderson
GO DURHAM, GO!
This entire slide presentation can be viewed and commented on in my
blog:leapinlibrarian.wordpress.com
You can email me at:[email protected]