changing service models
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
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Changing Service Models
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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
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Our Users are:
•Technologically Savvy •Multi-tasking•Cocooning•Culturally diverse•Have very high expectations•Are mobile ”We must take the Library to them”
•Tax Averse
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Demographic Diversity•Books, audio-tapes, web-sites, in Spanish, Chinese, Somalian
ESL Materials and training Sense of Time “I want it Yesterday”
Technologically Savvy “Digital Natives vs. Digital Immigrants”
Today’s Digital Divide
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Personalization
•Treat our customers like they are unique, not like everyone else, individualized service.
•Portability and convenience is the priority
•Service must be anywhere, anytime, in the format of our customer’s choosing and more importantly on the device of their choosing
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Provides a personalized portal What I looked at before What others are looking at on the same topic
What else might I be interested in
The old way is search engines, the demand is for personalized search engines
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New ways of sharing resources• Eliminating Boundaries
New ways of delivering resources• On Customer Terms Not Ours
New ways of integrating resource sharing and delivery into an entire information framework
Our services must be anywhere, anytime, and on devices of the users choosing
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Eliminate boundaries One card - any institution All resources - all the time
Any where, any time, any way you want, your library is there
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Users expect information to be delivered to them
Users expect technology interfaces to be highly personalized
Users care much more about convenience and community than quality and privacy
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Staff is often invested in the Status Quo We are often limited by traditional rules and policies in a society that does not care about limitations
Libraries don’t have any money? Can Library vendors provide products and services that are not sustainable
We remain identified with print resources when the world is PDA/iPhone driven
We are committed to a place, when we need to be committed to our mission.
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Market and customer driven institution
OUR PRODUCT must be determined by the customer
Libraries must serve as the community change agent
A competitive organization
Provide Direct customer service
Partnership Base
Quality versus quantity services
A New Direction
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First and Foremost: Public Libraries are a Business!!! And must treat customers as such
Libraries are no longer a warehouse for books, they are a supermarket of ideas!
Libraries! Can and should be the ultimate shopping experience!
Our Collections are no longer just in case, but just in time!
We must always Exceed customer expectations!
We must combine Quality and Convenience!
A New Direction
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Customer Focused/ not Library Focused User technology not library technology (what they have, NOT what we have)
Library Resources available on PDA, cell phones and other emerging devices
Library blogging I CAL Web 2.0 - Library 2.0 Libraries must be permanently BETA
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Involve technology developers and digital natives in planning on a national level
Provide more and better self-service and personalization
Take library content and services where people are
Eliminate traditional, institutional, and even geographical boundaries
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If you want information GGoo ttoo
If you want Quality information from trained Professionals Come to
OHIO LIBRARIESOHIO LIBRARIES - - Anywhere,Anywhere, AnytimeAnytime
We are There for You!We are There for You!
HOW WOULD YOU RATHER QUINCH YOUR THIRST?HOW WOULD YOU RATHER QUINCH YOUR THIRST?
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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!
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Drive-up Windows Coffee and Beverages Concierge Services Direct delivery of materials and information Text Messaging RFID Tracking Access through multiple devices Push technology Pod Casting Service Guarantees
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Borders Virgin Records Amazon.com Customer Service and Empowerment
40-60% Retail Space
Lift Technology Ironwood Branch Library Richmond Pl, British Columbia
Merchandizing
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One Hour Reserve/Holds Guarantee
24/7 Pick-up Boxes
Beverage Services at the Drive-up Window
Even Dog Biscuits
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No restrictionsFree Service to meeting roomsFree popcorn Drive-up availability
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Welcome Every Customer
Resolve Self-Check Issues
Library tours and directional questions
What About Dinner Reservations?
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• RFID as an On-Line Tracking System
Ship directly to and tracked by the customer
Eliminate the Middle Man and our outdated control issues
RFID Beyond Self-Checkout
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Ohio’s Statewide Initiatives
24/7 Services and Beyond
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Cell Phone is more than a communication device
National access to all public and academic libraries
Voice recognition software
Text Messaging Push Technology Instant Service Anywhere - Anytime
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Customer Self Registration
E-Commerce
Self-program and meeting room booking
Computer and study table reservations
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Check-out materials anywhere/anytime
Mobile inventory/reserves and holds
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More than paying fines, lost and paid
Ability to check-out or purchase new and used materials
Download music; audio-books; MP3’s and future devices
On-line gift shopping from Friend’s Shoppe
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Roving Librarians Wireless Headsets Wireless technology Laptops for loan Media Production Labs
Computer Reservations
Tech Lab Reservations
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Allows librarians to have a visible presence within the library without being tied to a desk
HP Tablet PC TC1100
Omega Trek Wireless Telephone
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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
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Youth Labs
Chat
Teen Labs
Adult Labs
Gaming
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Puts a floating 6-foot screen right before your eyes. The latest electronic technology has created i-glasses, the virtual theater that provides private showing of DVD, computer monitors and other video sources.
Media Viewing Devices and Teen Department
Private DVD Theater
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PDA – Library Web Sites must be developed to fit PDA devices (live searching of the catalog/request items
Library catalog systems
Library Database vendors
PDA Screenshots
Reference
PUSH technology
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Instant reference services
Events
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RSS Feeds•Personalized 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
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Taped book talks/story hours ESL programs, etc. available to everyone/anytime -distributed through RSS Feeds
Pushing our information out! We find them, instead of them finding us!!
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Corporate or organizational blogs
Departmental blogs Individual blogs of customers with similar interests
Integration of the customer’s account into an individual/personalized blogs
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Adult Blog Featuring ENCORE
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A whole new philosophy Designed specifically to reach out to
users/computers/PDA’s/Cell Phones
Enhances the users experience by being truly integrated and interactive
Benefits the user instead of the site (Don’t make me think/Don’t make me navigate) Combines quality and convenience in context to people’slives
Much more movement and dynamic information on the site; Interacts without refreshing pages
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Reading History
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To Accomplish what we have never done, we have to do things we have never attempted!!
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westerville public library
Most Importantly We MUST!
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Busier than a Freaking Wal - Mart