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21st Century Librarian
10.13.11 | Iowa Library Association Conference
21st Century Librarian
10.13.11 | Iowa Library Association Conference
21st Century Librarian
10.13.11 | Iowa Library Association Conference
21st Century Librarian
“We know what we are, but we know not what we may be.” - William Shakespeare
10.13.11 | Iowa Library Association Conference
In the year,
people are...206021st Century Librarian
10.13.11 | Iowa Library Association Conference
10.13.11 | Iowa Library Association Conference
Your Place. Stories you want, information you need and connections you seek.
The 21st Century ChallengeWhat is a library’s role?
10.13.11 | Iowa Library Association Conference
21st Century Librarian
The
10.13.11 | Iowa Library Association Conference
10.13.11 | Iowa Library Association Conference
connect create
collaborationconvenient
current
continuous improvem
entcommunicate
consult
customerchange
Top 10 Things 21st Century Librarians Do
10.13.11 | Iowa Library Association Conference
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.
10.13.11 | Iowa Library Association Conference
Reference Interview 2011Communicate
10.13.11 | Iowa Library Association Conference
Customers
10.13.11 | Iowa Library Association Conference
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
10.13.11 | Iowa Library Association Conference
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.
10.13.11 | Iowa Library Association Conference
21st Century Librarian
10.13.11 | Iowa Library Association Conference
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
rs
Sophisticat
ed Squires
Up and Coming Fa
milies
Modest Inco
me Homes
100%
80%
60%
40%
20%
0%
Social Secu
rity Set
Inner City
Tenan
ts
Southwestern Fa
milies
Simple Liv
ing
Metro City
Edge
Green Acres
Exurban
ites
Cozy an
d Comfortable
In Style
Milk an
d Cookies
Retirement C
ommunities
Old and Newco
mers
Aspirin
g Young Fa
milies
Midlife Ju
nction
Heartlan
d Communitie
s
Crossroad
s
Home Town
Metropolita
ns
College To
wns
Rustbelt T
raditio
ns
Rustbelt R
etirees
Segments
■ Print ■ Non-Print
Midland Crowd
Great Exp
ectatio
ns
Young an
d Restless
City Dim
ensions
10.13.11 | Iowa Library Association Conference
Consultants
10.13.11 | Iowa Library Association Conference
Convenience
10.13.11 | Iowa Library Association Conference
Create
10.13.11 | Iowa Library Association Conference
Continuous Improvement
Continuous Improvement
Before After
10.13.11 | Iowa Library Association Conference
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
10.13.11 | Iowa Library Association Conference
Our CommitmentEnhance our citizens’ lives through services when, where and how they need them.
The Next Decade
Change
10.13.11 | Iowa Library Association Conference
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?
10.13.11 | Iowa Library Association Conference
Collaborate
10.13.11 | Iowa Library Association Conference
Current
Netflix
Ereaders Facebook
10.13.11 | Iowa Library Association Conference
Be the Customer
10.13.11 | Iowa Library Association Conference
What Motivates YourCustomer?
10.13.11 | Iowa Library Association Conference
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?
10.13.11 | Iowa Library Association Conference
21st Century Librarian
RULES
10.13.11 | Iowa Library Association Conference
©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)