21st Century Librarian ILA Conference 2011

transcript

21st Century Librarian

10.13.11 | Iowa Library Association Conference

“We know what we are, but we know not what we may be.” - William Shakespeare

In the year,

people are...206021st Century Librarian

Your Place. Stories you want, information you need and connections you seek.

The 21st Century ChallengeWhat is a library’s role?

connect create

collaborationconvenient

current

continuous improvem

entcommunicate

consult

customerchange

Top 10 Things 21st Century Librarians Do

Reference Interview 2011Customer1 has joined the roomLissa Staley has joined the room(09:24) Lissa Staley: Hi -- let me find out the best answer I can for you. One moment(09:24) Customer1: thank you. (09:25) Lissa Staley: While I am waiting for a response, I can tell you that generally after it comes back up, they leave it offline while they load in all of the materials that have been returned since it went down.(09:27) Lissa Staley: Okay --It is up now(09:28) Lissa Staley: And we think has been up since Thursday(09:28) Lissa Staley: The IT head recommends that you restart your computer to clear the cache on your browser(09:28) Lissa Staley: if you are still getting the out of order page at http://dvd.tscpl.org(09:28) Lissa Staley: Let me know if that doesn’t work or if you need more assistance!(09:29) Customer1: wow! Thanks Lissa.I will try these. Appreciate all of your help. Its great people like you that make our library the gem of the city!!!!!!Customer1 has left the room

Communicate

(1:52:14 PM) guest495381: do you have a copy of the “Briggs & straton service manual”(1:52:18 PM) nbdesk1-tscpl: hi(1:52:20 PM) nbdesk1-tscpl: let me check(1:53:37 PM) nbdesk1-tscpl: We have some Stratton related manuals, can you tell me more specifically what we need?(1:54:18 PM) nbdesk1-tscpl: We have a walk behind lawn mower service manual(1:54:40 PM) nbdesk1-tscpl: And a collection of lawn mower repair reference books that don’t check out but you can make photocopies of here(1:55:21 PM) guest495381: That would be it. Where’s it located?(1:55:52 PM) nbdesk1-tscpl: In the library, in the Auto Repair Reference section, the lawn mower repair books are on the last section, waist height(1:56:08 PM) nbdesk1-tscpl: The Auto Repair Reference is across from the DVDs, specifically across from Adventure and Comedy.(1:56:26 PM) nbdesk1-tscpl: (It’s located there so that it is close to the photocopier)(1:56:45 PM) nbdesk1-tscpl: Anything else I could help you with?(1:57:49 PM) guest495381: that got it. Thank you very much.(1:57:56 PM) nbdesk1-tscpl: Thanks for using the library!(1:57:59 PM) guest495381 has left the conversation.

Reference Interview 2011Communicate

Customers

Market Segmentation

“Library service is really all about connecting with people and building relationships built on real knowledge about each other. And the data that drives that is market segmentation.” - Gina Millsap

Perception vs. RealityWe thought: People who live in East Topeka are generally underserved and are not big library users.

We learned: 77% of the segment are library customers and have the 5th highest check out per customer.

Perception vs. RealityWe thought: People in rural Shawnee County prefer films over books.

We learned: They check out more books than films.

Prairie

Living

Prosperous E

mpty Neste

Sophisticat

ed Squires

Up and Coming Fa

milies

Modest Inco

me Homes

Social Secu

rity Set

Inner City

Southwestern Fa

milies

Simple Liv

Metro City

Green Acres

Exurban

Cozy an

d Comfortable

In Style

Milk an

d Cookies

Retirement C

ommunities

Old and Newco

Aspirin

g Young Fa

milies

Midlife Ju

nction

Heartlan

d Communitie

Crossroad

Home Town

Metropolita

College To

Rustbelt T

raditio

Rustbelt R

etirees

Segments

■ Print ■ Non-Print

Midland Crowd

Great Exp

ectatio

Young an

d Restless

City Dim

ensions

Consultants

Convenience

Create

Continuous Improvement

Before After

Our Vision You know us – and we know you You Trust Us You Are Proud of Us You Inspire Us You Can’t Read Enough (For Us)

The Next Decade

Change

Our CommitmentEnhance our citizens’ lives through services when, where and how they need them.

The Next Decade

Change

Our Goals Support the economic vitality of our community Monitor and respond to societal changes with information to help people manage and improve their lives. Support and nourish the community spirit, imagination and culture Contribute to the growth and development of our community’s families and children

The Next DecadeChange

ConnectHow am I like the founder of the Hair Club for Men?

Collaborate

Current

Netflix

Ereaders Facebook

Be the Customer

What Motivates YourCustomer?

connect the dots

easy transactionsconvenient

easy comm

unicationdelivery on preferred channels

reliability

no industry jargonSenSe of Belonging

How can we appeal to people in the future?

©TSCPL

AppleSoft iPad PhluxCapacitor Drives(formerly known as flash drives)

PlatinumTooth headset (connects directly to brain)

library-dedicated cellular communications device

InfoWand (RFID scanner/check-out device)

hydrogen cell powered retractable skate shoes(soon to be upgraded to magnetic levitation platforms)

Thank you.Questions?Gina Millsapgmillsap@tscpl.orgginajmillsap.org (785) 580-4480presidential nominee for ALA

21st Century Librarian ILA Conference 2011

Investor Relations