The San José Public Library Experience

Jane Light Jane Light Library DirectorLibrary Director

Imagine a Library that is too Imagine a Library that is too Successful...Successful...

...Skyrocketing Circulation ...Skyrocketing Circulation Static StaffingStatic Staffing

Circulation 2002/03 est. : 13,150,000

01,000,0002,000,0003,000,0004,000,0005,000,0006,000,0007,000,0008,000,0009,000,000

10,000,00011,000,00012,000,00013,000,000

Circulation

Circulation

900

800

1000

700

600

500

400

300

200

Staffing

Sta

ffing

2,154,496

714,357539,756 472,091

3,311,958

5,355,674

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

SJ

Public

Library

SF

Giants

Oakland

A's

SJ

Sharks

SF 49ers Oakland

Raiders

San José Public Library Visitors Compared to Bay Area San José Public Library Visitors Compared to Bay Area Sports Attendance in 2001-2002Sports Attendance in 2001-2002

...Millions of Visitors...Millions of Visitors

……Daily Programming Daily Programming

13,833

20,03722,225

26,709

0

5,000

10,000

15,000

20,000

25,000

30,000

Summer 1995

Summer 2000

Summer 2001

Summer 2002

……a Summer Reading a Summer Reading Celebration for all AgesCelebration for all Ages

Books for Little HandsBooks for Little Hands

Grade One at the LibraryGrade One at the Library

teensReachteensReach

Internet ClassesInternet Classes

Adult Literacy - Partners in ReadingAdult Literacy - Partners in Reading

……Award Winning Community ProgramsAward Winning Community Programs

Serving Over 20,000 Youth and FamiliesServing Over 20,000 Youth and Families

… …all in Small Spacesall in Small Spaces

San

Jose

Qu

een

s B

oro

ugh

San

ta C

lara

Cn

ty.

Colu

mb

us

Mu

ltn

om

ah

Cou

nty

Den

ver

Sea

ttle

$28

$0

$20

$40

$60

$80

Per Capita Expenditure Comparison PLDS Statistical Report (2000/2001)

$34

$40

$57

$67$63

$67

… …and on a Below Average and on a Below Average Per Capita BudgetPer Capita Budget

...Simultaneously, we are moving into ...Simultaneously, we are moving into a a newnew Martin Luther King, Jr. Library Martin Luther King, Jr. Library

First public/university collaboration in USAFirst public/university collaboration in USA

Jointly operated with San José State UniversityJointly operated with San José State University

Merged units providing seamless customer serviceMerged units providing seamless customer service

470,000 square feet470,000 square feet

……Building 20 New Bond Funded Building 20 New Bond Funded Branch LibrariesBranch Libraries

In November 2000, 76% of San José In November 2000, 76% of San José residents approved a $211 million bond residents approved a $211 million bond measure for 20 new buildingsmeasure for 20 new buildings

Ten year build-out projectTen year build-out project

Average size 20,000 square feetAverage size 20,000 square feet

……Implementing a New Innovative Implementing a New Innovative Library Service ModelLibrary Service Model

Meets the increasing and changing needs of Meets the increasing and changing needs of customers while dealing with the customers while dealing with the

challenges of no additional staffchallenges of no additional staff

Customer firstCustomer first

Helping our customers help themselvesHelping our customers help themselves

Using staff more effectively Using staff more effectively

Reinventing the library environmentReinventing the library environment

……and Leading the Professionand Leading the Profession

Innovative Service ModelInnovative Service Model

Merchandising/Display of MaterialsMerchandising/Display of Materials

New New King LibraryKing Library

Branch Facilities Master PlanningBranch Facilities Master Planning

Books for Little HandsBooks for Little Hands

Partners in Reading Technology InitiativePartners in Reading Technology Initiative

The San José Experience = The San José Experience = Environment + ServiceEnvironment + Service

Changing customer expectationsChanging customer expectations

Marketing surveysMarketing surveys

The 4 “C’s”:The 4 “C’s”:

ConvenienceConvenience

ChoiceChoice

Customer ServiceCustomer Service

ComfortComfort

ConvenienceConvenience

Self ServiceSelf Service

Merchandising the CollectionMerchandising the Collection

eBranch 24/7 AccesseBranch 24/7 Access

Customers prefer to be in controlCustomers prefer to be in control

Self ServiceSelf Service

System goal 85%System goal 85%

Making policy and procedural changes to Making policy and procedural changes to insure self-checkout successinsure self-checkout success

Building customer expectations Building customer expectations

New staff rolesNew staff roles

Training staff and customersTraining staff and customers

The Self-Checkout ExperienceThe Self-Checkout Experience

Implementing self-checkout machines: Implementing self-checkout machines: BeforeBefore

ConventionalConventional

TransitionalTransitional

The SJPL Check-out ExperienceThe SJPL Check-out Experience

Self-Service HoldsSelf-Service Holds

The Use of Technology to Help Customers The Use of Technology to Help Customers Help ThemselvesHelp Themselves

Train customers on account self-managementTrain customers on account self-management Online functions: eBranch, booking systems, payment Online functions: eBranch, booking systems, payment

of fines, library card & program registrationof fines, library card & program registration

Merchandising the CollectionMerchandising the Collection

Promotes the use of the collectionPromotes the use of the collection

Supports self-serviceSupports self-service

Visual impact at the front door: “The Marketplace”Visual impact at the front door: “The Marketplace”

Easy to navigate layout and organizationEasy to navigate layout and organization

Customer-centered collectionsCustomer-centered collections

Bountiful collection displaysBountiful collection displays

364,467

1,817,491

774,018

1,357,116

0

500,000

1,000,000

1,500,000

2,000,000

Visits to eBranch Online Renewals

2000/01 2001/02

Self-Service eBranch 24/7Self-Service eBranch 24/7““the greatest convenience is not leaving home”the greatest convenience is not leaving home”

ChoiceChoice

Rich array of materials in different formats and Rich array of materials in different formats and languageslanguages

Branch collection and system collectionBranch collection and system collection

CompetitionCompetition

Customer ServiceCustomer Service

Alignment of staff skills with customer expectationsAlignment of staff skills with customer expectations

Creating the 21st Century Library ToolkitCreating the 21st Century Library Toolkit

Valued-addedValued-added

The untrainable attribute: people not process The untrainable attribute: people not process

Out of the backroom and onto the floorOut of the backroom and onto the floor

Job descriptions of all classificationsJob descriptions of all classifications

Customer Service PrinciplesCustomer Service Principles

Redefining customer serviceRedefining customer serviceNot reactive, not proactive, but intuitive Not reactive, not proactive, but intuitive

Everyone serves youthEveryone serves youthThe Storytime ExpressThe Storytime Express

Everyone is a teacherEveryone is a teacherBreaking the cycle of dependencyBreaking the cycle of dependency

Developing the flexible cross-trained teamDeveloping the flexible cross-trained teamStaffing for workflow not service desksStaffing for workflow not service desks

ComfortComfortThe missing piece at SJPLThe missing piece at SJPL

The new facilities: marketplace, family The new facilities: marketplace, family place, teen space, internet café, living place, teen space, internet café, living room, group and quiet studyroom, group and quiet study

The experience of the weekly visitor The experience of the weekly visitor

The 80/20 ruleThe 80/20 rule

For Further InformationFor Further Information

http://www.sjpl.lib.ca.us/http://www.sjpl.lib.ca.us/

http://www.newsanjoselibraries.comhttp://www.newsanjoselibraries.com

jane.light@ci.sj.ca.usjane.light@ci.sj.ca.us