collaborative technology planning – d203 tamera lebeau north natomas library branch supervisor...
TRANSCRIPT
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Collaborative Technology Planning –
D203Tamera LeBeauNorth Natomas Library Branch Supervisor
Judy HoeflerInformation Technology Supervisor
Sacramento Public LibrarySacramento, CA
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Welcome
Can library public services staff and technology staff happily co-exist?
Can they actually learn from each other?
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A Little Bit About Us…
Newspapers to real estate to libraries
Student teaching to geography to libraries
The IT allure
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The Sacramento Public Library Environment
Central library + 26 branches
900+ PC’s, many printers, and more!
19 self-check stations
Wireless access
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IT Planning & Implementation Past
Practice
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IT Planning & Implementation Past
Practice Purchases based on IT
work flow Impulse solutions for
quick fixes Decisions made
without front-line staff
Inadequate training of public and staff
Unrealistic timelines
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Preferred Method
Building through team planning Include front-line customer
service staff
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New Focus is “Customer-Centric”
What services do our customers want?
How can technology provide those services directly?
How can technology assist front-line staff in better providing those services?
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Sacramento Public Library’s Solution
Changing the direction of inertia
Be careful what you ask for… Formation of the Public
Services – IT team How to get started?
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Team Charge
Develop a clear and straightforward team charge
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Team Charge
Clarify, clarify, clarify A solid team charge holds
priorities Management support and
a common understandingis vital!
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Our Team Charge
Improve the delivery of information and other library services to the public through the use of technology by developing and implementing self-service delivery models that enable customers to access the library and its resources wherever and however they want.
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Team Member Selection
Sending out the call for interested applicants
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Team Member Selection
Qualifications Statement of
interest Co-chairs can
provide a balanced approach
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Co-chairs
Focus on implementing a project, but can also think “big picture”
Are willing to listen while leading Are willing to compromise when
necessary Are eager to learn Have a strong customer-service
ethic
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Team Members
Represent a variety of positions, both in public service and in IT
MUST be customer-service oriented
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Team Members
Don’t have to be “technology-savvy” but should not be “technology phobic”
Should be willing to learn, work hard, and have fun
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Consultants & New Members
Additional staff members provide “expert” advice in particular areas of a project
Some members may be rotated as responsibilities and work locations change
A clear team charge will make transitions easier
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Next Steps
So you have a team, now what?
Preparing for success Creating team cohesion
through development of a team process
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Creating a Framework for Success
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Creating a Framework for Success
Task: “Develop a framework by which public service projects, activities, and information resources requiring IT services are assigned, allocated and completed through the involvement and participation of support units, needs and workflow assessment, cost analysis, product evaluation, training, and development of promotional materials.”
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Team Process and Tools
Ground rules Meeting agendas
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Team Process and Tools
Meeting minutes Minutes include tasks with
assigned responsibility, and due dates
Project proposal document (more later…)
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Creating a Focus
More, more, and more suggestions for projects
IT projects versus Public Services – IT projects
Project proposals
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Project Proposal Process
Description of issue and desired outcome
Research and analysis of possible solutions
Beware of “library blinders”
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Project Proposal Process
Developing a proposed solution
Making the management presentation
Getting a clear directive
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Project Implementation
RFP input Resource requirements Budget outline Implementation timeline Staff training materials /
plan Public relations materials
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Successes
Teamwork and accountability Mutual respect and
understanding Tools of the team Reaching out to other
organizations
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Projects – Completed & Current
Public Internet configurationPrint managementFine and fee paymentLAN parties for teensOnline reference tools for customers
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Cautions and Challenges
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Cautions and Challenges
Priorities changing with the wind Research – when is enough, enough? Team motivation – the project that
wouldn’t die!
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More cautions & challenges
The overshadowing budget Keeping “everyone”
informed The final decision makers
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Public Services – IT Team
Moving On in 2005
Children’s computers Improving reference tools Wireless access
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Public Services – IT Team
Keeping Momentum
Motivating the team Celebrating successes Improving, striving
and having fun!
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Collaborative Technology Planning
Tamera LeBeau, Branch [email protected]
Judy Hoefler, IT [email protected]
Questions?