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Serving Diverse Communities: Case Studies in Leadership
Multnomah County LibraryPortland Oregon May 24, 2010
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Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities
To hear the audio part of the webinar, be sure to dial our conference call at
866-740-1260 (toll free). When asked, key in your access code: 4146650
For Technical Support, please call toll free to 800-843-9166
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Texas Library AssociationStrategic Initiative Webinar:Serving Diverse Communities
CE Certificates will be available tomorrow on the TLA CE web site: www.txla.org/ce. Free recordings will be available on Monday on the same site.
Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650
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Helpful Tips
To minimize background noise, please mute your phone line by pressing *6. You may “unmute” your line later by pressing *7.
Please note the “Raise Hand” button on your screen – or you can type questions via the chat box.
Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650
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More Helpful Tips
Twitter hash tag will be #TLAweb.
Can’t hear? Please dial 866-740-1260 toll free, use access code 4146650
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Molly Raphael & Rita Jimenez
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Serving Diverse Communities: Case Studies in Leadership
Multnomah County LibraryPortland, Oregon May 24, 2010
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Outcomes of today’s webinar
Explore innovative methods to assess community needs
Learn practical strategies to:address changing demographics provide better customer service
Get inspired and motivatedFocus on lessons learned
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Impact of a leader’s experience: Acorns to Oaks
Focus on library’s commitment to total community – who are we not serving?
Use existing and build new connectionsInvolve target audience in developing
plans for serviceDon’t be afraid to “correct” mistakesHire the right leaders to develop plans
and them support them in their work
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Role of the chief executive:Molly Raphael
Identify organizational strengths and build on opportunities for improvements
Recognize talent in leaders and potential leaders, including new hires
Encourage and support key leaders, especially creativity and new thinking
Prepare to “stay the course” and focus on the vision and the goals
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The impact of a leader’s experience: Rita Jimenez
Neighborhood Libraries DirectorDaughter and granddaughter of
immigrants Heightened awareness thru life
experience Understand value of culturally
specific servicesSaw blind spots
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Demographic portrait of Multnomah County
Top four languages spoken other than English:
Chinese (1%) Russian (1%) Spanish (8%) Vietnamese (2%) Total 12%
http://www.census.gov/acs/www/index.html
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Our LSTA needs assessment
Designed to build relationships & provide data
Community leader interviews first, then surveys and focus groups
Recommendations focused on staff, collections and programs (in that order)
Strong communication plan essentialCommitment to real change
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Commitment to excellence
Support from Director and senior leaders
Support from staff in every part of our library
2009 IMLS National Medal for Museum and Library Service & 2008 Arthur Flemming Award
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5 years later – what has changed?
13.25 (FTE) additional library staff who speak Chinese, Russian or Vietnamese in 12 strategic locations
Goal of 100% coverage: one bilingual employee at a location during open hours
Support by most staff though some resistance from union leadership
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Demographic portrait of Multnomah County Library staff
In 2004: total of 445 FTE
Designated Chinese bilingual staff: 0
Designated Russian bilingual staff: 0
Designated Spanish bilingual staff: 18
Designated Vietnamesebilingual staff: 0
In 2010: total of 468 FTE
Chinese bilingualstaff: 3.75
Russian bilingualstaff: 5
Spanish bilingualstaff: 23
Vietnamese bilingual staff: 4.5
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New bilingual staff: the faces of our community
A picture is worth a thousand words
Target language staff at quarterly staff meeting
Most of new target language staff is bicultural as well as bilingual
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Resources to support change
Mandatory cultural competency training for all library staff fostered a system-wide conversation and focus in 2006
Ongoing training opportunities like Vietnamese culture training allows our staff to learn about our patrons and serve them better
Continuous learning and adaptation to new information and evolving community demographics
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Cultural competency training
Conducted by TACS, a local non-profit http://www.tacs.org/
Training began with senior management, then middle managers, then front-line staff
Improved from continuous participant feedback throughout the year
System-wide goal setting
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5 years later—what has changed?
Collection budget increased by 75%Circulation increased by almost 40%Reference questions increased by 328%Storytimes in 4 languages – building a
new generation of library users and supporters
Buy-in from staff who see results
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Welcome to the Library videos spread our message in 3 languages
Helps immigrants navigate the library
Stars both library staff & community members
Circulates as DVDs and available on YouTube and library website (http://www.multcolib.org/services/languages/)
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Take aways:
Get out of the library & listen
Interview your community leaders
Manage change
(A good resource: William Bridges’ Managing Transitions)
Over-communicate with both patrons & staff
Always be willing to learn and to shift direction in a rapidly changing environment
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Your questions and comments
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Molly RaphaelALA President-Elect 2010-2011(Retired) Director, Multnomah County Library [email protected] 503-635-6361 (phone and fax)
Rita Jimenez, Neighborhood Libraries Director [email protected] 503-988-4366Multnomah County Library Administration205 N Russell StPortland, OR 97212http://multcolib.org/services/languages
Want more information?
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Thank you
For your time, questions and commitment
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Serving Diverse Communities: Case Studies in Leadership
Multnomah County LibraryPortland Oregon May 24, 2010
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Brought to you by…
Molly Raphael, ALA President-Elect 2010-2011 Rita Jimenez, MCL Neighborhood Libraries Director Texas Library Association
Nan Ellis, Registration CoordinatorNan Ellis, Registration Coordinator Mary Ann Emerson, WebmasterMary Ann Emerson, Webmaster Gloria Meraz, Director of CommunicationGloria Meraz, Director of Communication Julie Serafini, Programs & Events Assistant Julie Serafini, Programs & Events Assistant Patricia Smith, Executive DirectorPatricia Smith, Executive Director Ted Wanner, CE SpecialistTed Wanner, CE Specialist
Special thanks to ReadyTalk.com
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Please remember
Continuing Education Certificates may be printed tomorrow, May 25, on the TLA CE web site: www.txla.org/ce
Recordings will be available at the same web site on Monday, May 31
Please complete the evaluation survey following the webinar
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Ted Wanner, Continuing Education Specialist
Texas Library Association
[email protected] / 800-580-2852
The End
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The End