Steering CommitteeAthens-Clarke County Library

Strategic PlanJuly 15, 2012Gail Griffith

Athens-Clarke County Library

Planning Process Overview

Library Board AdoptsPlan

Steering Committee Meeting #2:

Learning more about the library and best practices;

gap analysis

Steering Committee

Meeting #3: Review and react

to draft documents

Athens-Clarke County:The Comprehensive

Plan

Library BoardInput Session

Data Review:Census, Economic Analysis, Recent Library planning data

Core Planners begin to

meet

Our wiki is a place to share and learn:http://athenslibraryplan.pbworks.com

Confidential project hotline:athens.library@comcast.net

Steering Committee Meeting #1:Trends identification, community vision, library roles

Outcome: A vibrant Athens-Clarke County Library in 2016, supported and enjoyed by the entire community

Online Survey for Community and Staff

Key Stakeholder Interviews

Best Practices Research

Staff Team Input

Session

Gail L. Griffith for Athens-Clarke County Library

Staff Visioning Sessions: All Staff

Contribute

February May July September October 2012

2012

Focus Groups

Three MeetingsToday July September

•Provide information about community needs

•Participate in a trends analysis

•Help build a vision of the community and the library’s role in meeting that vision

•Learn more about the Library and what it is well-positioned to do

•Learn about trends in libraries

•Help to identify priorities

•Review project findings and recommendations

What We Heard in May

Board, Steering, Staff SWOT Visions

Organizational Strengths and Weaknesses (From Board, Staff)

Strengths Weaknesses•Staff!

•Youth programming

•Access and inclusiveness

•Technology

•Collection, including newer formats

•Leadership and advocacy, including at the State level

•Shrinking resources/need financial independence

•How to engage non-users?

•Technology upgrades needed/mobile presence

•Patron behavior issues and how they affect perceptions

•Stronger programming for adults

•Internal communication improvements

Trends that Bring Opportunities and Threats

Common to the Lists of Board, Steering, and Staff Groups1. High poverty level

2. Becoming international, multicultural, and multiracial community—still segregated

3. E-books and changes in the publishing industry

4. Growing population of seniors

5. Education system facing large cuts, flight of affluent families

6. High dropout rate

7. Technology changing rapidly—what and when to acquire?

Vision Themes

Diversity

Opportunity

Connectedness

Caring

Empowerment

Progressive

Prosperous

Educated

Libraries can’t operate in a bubble. Much more partnering is needed. Some of our uniqueness has been lost—so we need to work on that.

The library is an unlimited and inclusive resource for the community, dedicated to public service with person-to-person interaction, and focusing on learning.

Serving the community by developing internal and external relationships, bringing people into the library, and improving the community’s quality of life

Staff: Library of the Year, 2016

Steering: Ideal Athens

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Stakeholder Interviews

Summary (8 of 13—Interviews still in progress)

July 2012

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Purpose of Interviews

To collect data from key stakeholders for input into the strategic plan

To enhance relationships and opportunities for collaboration

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Who we interviewed

Valdon Daniel, Principal of Oglethorpe Middle School (retired)

Phil Pollock, former head of UGA Institute of Government, Talking Book volunteer

Mary Quinn, former City Council, Friends of the Library

Commissioner Harry Sims

Julie Walker, Deputy State Librarian, Athens resident

Barbara Dooley, businesswoman and motivational speaker

Doc Eldridge, President and CEO, A-CC Chamber of Commerce

Kay Giese, attorney and retired Municipal Court Judge

Commissioner Kelly Girtz

Don Nelson, Communications Coordinator, Athens Technical College

Dr. William Gray Potter, UGA Associate Provost and University Librarian

Diego del Pozo, UGA Lecturer, Romance Languages

Amanda Tedrow, Agriculture and Natural Resources Extension Agent, Cooperative Extension Service

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Relationship with the Library

All positive! Some worked closely with the library Even non-users felt positive about the

library and its importance to the community

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StrengthsLibrary

Outreach (3) Is a presence in the community, makes itself

accessible (2) Levels the playing field, providing opportunities to

all Involves the community Provides good community meeting space Provides broad range of services—programs,

collection, public meetings, literacy

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Strengths

Technology Computer access for

public, well-used (2) Keeps up to date Online access to

PINES and account Computers important

for job seekers

Staff Helpful and knowledgeable overall Provide good service Children’s department staff

especially strong Leadership and Advocacy—Kathie

is one of the strongest Directors in the state

“Kathryn and her staff have done an incredible job with limited resources of providing what the community needs. “

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Strengths

Programs

Youth programs excellent and important, help introduce children to reading (3)

Community programs (2)

Library is a good partner for programs—handles logistics well and attends to partner’s needs

Collection

Good collection overall (2)

Book collection well-used

Galileo

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Weaknesses or Limitations

More current e-Books—hard to find anything both interesting AND available (2)

More books on CD (2) Would love to see a

significant branch with great children’s services on the east side of town

Website could be more user-friendly

Wish we still had bookmobiles—both a symbol and a way to provide access

More social networking More activities to draw in the

whole community? Example—film festival around cultural issues

More computer access for disadvantaged?

Expand Heritage Room, provide access to statewide digitized materials (or promote if already doing)

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Trends Shift to digital and online (6)

Must be online to participate in the world; can’t even find a job without it

Technology influences how people read, learn, are entertained Free access to downloadable books, music, and movies could

attract a group of non-users Easy to get so much from home and office, need to work

harder to draw people in It’s everywhere—plants at Botanical Garden will have QR codes

Economic turnaround—when? (2) Caterpillar plant coming, with jobs (2)

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Trends High poverty rate (2) Athens is a music town—could the library tie into it? (2) High teen pregnancy rate Latino population growing

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Unmet Community Needs Bifurcated community in terms of education, jobs, wealth

—need to serve both parts of the community (5) Need to engage children in their own education Tremendous resources exist (UGA, Athens Tech); need to

do more to determine what synchronicities are possible 20% of public school population is Hispanic, many come

from homes where only Spanish is spoken Community always needs space to come together and

engage in activities

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Ideas for Partnering Local history/genealogy programs with UGA Special Collections

Library More digitization projects with UGA Orientations for AT students Full-day conference with multiple speakers from CES—maybe a

fundraiser for the library? Hold more community events that appeal to broad range of

people—not just literature-based programs Osher Lifelong Learning Institute at UGA (OLLI) Whatever It Takes: Athens Community Plan for Children

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Opportunities to Improve Relationship

“You are doing it now by reaching out to me! I feel like I need to get involved now.”

Be more visible participants in events like those of the Chamber of Commerce, where many potential partners come together.

Many expressed interest in creating more links to the community themselves—seemed to be waiting to be asked!

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Ways to Tell Story Outreach (3)

Go to schools and talk to students Visit large employers and tell them what’s in it for their

employees Distribute online newsletter to partners, have them link or

distribute within their network

Create relationships with opinion leaders and use their word-of-mouth; face-to-face works here (2)

Social media—does library have a Facebook page? (2) Get a consultant, skilled volunteer, or marketing intern to

help analyze your promotion. Community has large group of retirees with expert knowledge. (2)

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Ways to Tell Story Need a new marketing campaign with new attitude to go

along with the new building. “We’re here—we rock and roll.” (2)

Seek out opportunities to have events like candidate forums that could be broadcast from the library

Library Board is key—they should be connected and use their connections

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Advice for Us Continue to think about how to leverage resources and keep

them going Make sure you have marketing and technology expertise on

your Board Serve everyone, including the disadvantaged Look for ways to draw non-users in Work with leaders of the Hispanic community Ask for suggestions from the public and show how you’re

acting on them

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Advice for us It’s all going digital, you have to be there!

“Don’t give up! Think of yourselves as a crucial community resource. Don’t lose sight of this—you are education and learning at the core. And don’t be afraid to say it!”

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Keep at all Costs… Basic collection (2) Facilities in lower-income neighborhoods Keep technology alive “Children’s services are the most critical. Nobody else is

doing what you are doing for children.”

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$1,000,000

Improve the lives of the disadvantaged (5) Partner with social workers

and educators to raise their sights

Ensure access to technology

Put together a dynamite marketing campaign that makes people think of the library as exciting (2)

Put some in an endowment for future needs (2)

Outreach—go into the community with books and programs

Keep up with trends

Keep collection as strong as possible

Improve technology, including resources accessed remotely

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Library Staff SurveySummary of Feedback

July 2012

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Survey

Online Zoomerang survey Sent to all staff Received 54 responses Response rate =? Questions covered

Programs and services Suggestions for change

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Demographics: Length of ServiceLess than one year 11%

1-5 years 44%

6-10 years 19%

11+ years 26%

Total 100%

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What would entice the public to use the library more often?

Number Percent

Easier to use PINES database to find and request books and other materials 45 70%

Have the books and media I want available when I want them 41 64%

Easier to download books from the library's website 40 62%

Better selection of books, music, and other media 36 56%

Knowing more about what services and resources are available 36 56%

More computers in the library 34 53%Offer drop-off boxes at other locations in the community so I can return my books more easily 23 36%

Have staff available to help me when I need it 21 33%

Make it possible for me to check out and check in my own materials 20 31%Staff assistance more proactive--staff roving or maintaining constant awareness and availability to help me 11 17%

I am completely satisfied with the services and resources available at the Library 9 14%

Staff assistance more courteous 4 6%

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What else? Small group meeting spaces (3) Better, faster computers and wi-fi throughout building (2) Easier to search PINES Way to pay fines online or by phone More tutorial options for job seekers More staff More computer training Better organized web page, easier to find what services are available Way to keep sleeping patrons from discouraging use by others—solution

unknown

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Select up to Four Critical Service Responses

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If You Could Choose Only One…

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Top 3 Improvements with Largest Impact on Public Service

Be creative and systematic in the recruitment, training, and use of volunteers

Provide programs and services (like computer classes) off-site

Offer more opportunities for people to enrich their lives. Examples: book discussions, digital content creation labs, programs including music, arts, crafts

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Community Survey

Summary of FeedbackJuly 2012

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Survey Online Zoomerang survey available on website June 5—

July 8 Also distributed in hard copy English and Spanish Received 1097 responses (9 in Spanish) Questions covered

Programs and services Suggestions for change

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Where are you completing this survey? Number Percent

Athens-Clarke County Library (Athens-Clarke County) 918 84%Online, from somewhere other than a library 139 13%On paper, from somewhere other than a library 8 1%East Athens Resource Center (Athens-Clarke County) 1 0%Lay Park Resource Center (Athens-Clarke County) 2 0%Pinewoods Library & Learning Center (Athens-Clarke County) 8 0%Winterville Branch Library (Athens-Clarke County) 4 0%Lavonia-Carnegie Library (Franklin County) 1 0%Royston Public Library (Franklin County) 3 0%Madison County Library (Madison County) 5 0%Bogart Branch Library (Oconee County) 2 0%Oconee County Library (Oconee County) 4 0%Oglethorpe County Library (Oglethorpe County) 2 0%

1088 100%

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Demographics: Gender

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Demographics: Age

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Demographics: Computer with internet access at home

41

How often do you visit the library or the website?

42

Do you have a PINES card?

43

Borrow, use, or reserve library material such as books, CDs, DVDs 529 49%

Use library computers or wi-fi 211 19%

Specifically to complete this survey 84 8%

Other, please specify* 69 7%

Attend a program or event for children (ages birth-10) 40 4%

Get information from the library's resources, including online research tools 35 3%

Use library web site to find information 32 3%

Prepare a resume or look for a job online 24 2%

Get homework help 9 1%

Conduct genealogical research 6 1%

Use the photocopier or fax machine 7 1%

Borrow an e-book or learn more about e-books 15 1%

Attend a program or event for adults 5 0%

Attend a program or event for families 5 0%

Attend a program or event for teens 2 0%Attend a Friends of the Library meeting or work with the Friends of the Library 4 0%

Attend a computer training session 2 0%

Apply for or get information about a U.S. passport 2 0%

Obtain information from a library staff member 4 0%

Primary Reason for Visiting the Library or Website Today

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Other Reasons For Visit

Read, study, work using my own laptop Use printer Return items Summer program info

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How satisfied are you with your visit today?

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I would have been more satisfied…

If I could have found the material I wanted in the library 95 45%

Other, please specify* 50 24%

If there were more computers available to use in the library 35 17%

If the PINES database had been easier to use 28 13%

If there were more electronic resources available 25 12%

If the library’s website had been easier to use 17 8%

If the website had the information I needed 11 5%

If staff were more helpful and courteous 8 4%

If there were more staff available to help me 8 4%

If the program were more stimulating 6 3%

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“Other”—I would have been more satisfied if…

Specific subjects, titles were available

There were quiet rooms

There were more parking

I could renew my library card online

I could check out books using my smartphone

I could request media from other libraries

E-book downloads were more user-friendly

Your hours were longer

I could get a job here

48 comments

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Which of the library’s services have you used in the past year?

1. Borrow, use, or reserve library material such as books, CDs, DVDs 824 80%

2. Use library computers or wi-fi 474 46%3. Use library web site to find information 290 28%4. Get information from the library's resources, including

online research tools 243 24%5. Obtain information from a library staff member 200 19%6. Attend a program or event for children (ages birth—10) 183 18%7. Use the photocopier or fax machine 174 17%8. Attend a program or event for adults 143 14%9. Attend a program or event for families 131 13%10. Borrow an ebook or learn more about ebooks 125 12%

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Which of the library’s services have you used in the past year? (continued)

11.Prepare a resume or look for a job online 99 10%

12.Apply for or get information about a US passport 47 5%

13.Conduct genealogical research 54 5%

14.Get homework help 44 4%

15.Attend a program or event for teens 40 4%

16.Other, please specify* 42 4%

17. Attend a Friends of the Library meeting or work with the Friends of the Library 36 3%

18.Attend a computer training session 23 2%

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Other Services Used

Host an event

Tutor

Use digital scanner

Apply for jobs

Get tax forms

Came on a field trip

Meet friends

Donate books

Attend book sale

37 comments

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In my experience with the library, I am satisfied with the following:

1 Helpfulness/courtesy of staff 94

2 Overall satisfaction with my most recent experience at the library 913 Hours of operation 844 Availability of the books, movies, and music I want to borrow 835 Ease of using the website to find hours, services, and access online research

tools78

6 Ease of using the PINES database to find materials, place holds, or renew materials online

72

7 Quality of reference services 708 Access to online research tools 64

9 Speed of library internet connection 58

10 Waiting time to use computers 50

11 Quality of programs and events for children 49

12 Quality of programs and events for families 45

13 Quality of programs and events for adults 45

14 Ease of locating and downloading e-books and e-audio 35

15 Quality of educational programs, such as computer training 35

16 Quality of programs and events for teens 33

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“Other” Changes

Longer hours ($)

More e-books

Finish construction

More fun and free events, including for adults

Less noise

Require better behavior of patrons

Branch library on east side

Tutorial on the library

Longer checkout for DVDs, renew online

And many compliments

142 comments

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1 Friends or family 429 44%2 Newspaper stories 388 40%3 Radio 338 35%4 Newspaper advertisements 308 32%5 Posters and flyers 273 28%6 Email from the sponsoring organization 208 21%7 School 167 17%8 Local television news 158 16%9 Social networks like Facebook or Twitter 160 16%10 Websites of local news organizations 124 13%11 Other, please specify* 87 9%12 Television advertisements 81 8%13 Sponsoring organization's website 72 7%14 RSS feeds or blogs 25 3%15 Text message alerts via cell phone 34 3%

How do you hear about local community events?

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“Other” ways to hear about community events

UGA staff listserv

Community volunteers who visit my neighborhood

Flagpole

athensparent.com calendar

Yahoo! Parenting groups

We need an Athens web page for cultural events!

78 comments

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What else would you like us to know?

322 comments! Still being analyzed, but we see: Lots and lots of kudos, including compliments for

individual staff Requests for specific materials or specific changes to

programs Comments desiring a more ‘quiet, safe, and pleasant’

experience

What stood out for you?

What ideas for changing or emphasizing services do you get from the survey results?

What delights or surprises you?

What other ideas would you like to see in the mix?

What are the top 3 ideas you think the Athens-Clarke County Library should pursue?

Next Steps