Listening to the Customer:

Using Assessment Results to Make a Difference

Delaware Libraries Quality Learning Journey

July 2009

•Baldrige Criteria•Balanced Scorecard•Lean Six Sigma

Quality Tools

A Vision for Delaware Libraries

Delaware Libraries will be First in the Nation

Every Delawarean will have a library card, and will use it often!

DDL Mission: We help libraries evolve

Library’s Core Purpose: Collections To

Inform

Educate, and

Entertain

Strategic Planning

Planning for the Future• Library Services and Technology Act (LSTA) Plan• Delaware Libraries Master Plan • Balanced Scorecard Strategy Map• Delaware Library Customer Segmentation Study, December

2005, Institute for Learning Innovation• Digitization and Preservation• Report on Delaware School Libraries 2004, Dr. Ross Todd,

Rutgers University

http://www.state.lib.de.us/For_Libraries/Planning/planning.shtml

Purpose

One statewide multitype library catalog -• To improve library collections and services• To streamline technology infrastructure• To obtain economy of scale savings• To provide convenience for Delawareans• To enhance support of education and

lifelong learning

Purpose of Learning Journeys• Explore the phenomenon of self-directed lifelong

learning in public library users• Listen to patron experiences with core collections

and library services in order to improve them• Develop “learning organizers” and proactive

library services to support individualized informal learning

Libraries Spark Inspiration• Perfect book – generate reading addiction• Learning path – unlock learning obsession

Need for Learning Journeys

• IMLS (Institute for Museum & Library Services) requires outcome based evaluation; encourages support for 21st Century Skills

• Lack of this type of study (individualized patron support for learning) in the literature, most similar was in 1960s

• Challenge to create programs that purposely enable Delawareans to develop innate talents and to be competitive

• Urgency to improve education and US standing in the global economy

Questions

• Which customer segments are most likely to track their learning/reading?

• What are they tracking now and how?– What is their motivation, what does it do for them?

• What are their reading/learning paths? Are libraries meeting their needs?

• What is the actual process of learning on one’s own?

• How did we become self-directed?• What additional tools or programs should

libraries develop for the public?

Customer Segments

• Explorer

• Experience Seeker

• Problem Solver

• Scholar

• Hobbyist

• Patron

• Spiritual Pilgrim

• Facilitator

Initial Findings - Techniques• Index cards• Old date book• Address book – list by author• Pocket calendar• ISBN, synopsis, keeps library slips• Quote book• LibraryThing• Computer spreadsheet• Database of books I own, who I gave them to, and

books I want• Spiral bound small notebook• Yellow legal tablet

Initial Findings - Motivations

• Elements out of reading leads to hobbies; to keep things organized, easier to meet goals

• How many books read in a year, month, time period• Series completion / series order• Professional usage• Noting disliked books and authors• To avoid rereading books already read• Helps to retain it, even if not needed afterwards• Self-directed learning - Like peeling an onion, still not at the bottom• Like a chain, one thing leads to another• In addition to pictures, another way to capture life• Adult education is so rich, K-12 so structured• Bookpockets / bookcards – “I miss those”

Initial Findings – More Motivations

• For ideas to write my own books• Tracing back how others are influenced• History of the age I was• Legacy, self understanding• Self help during difficult times• See different interests at different times of life• What was I thinking when• What I was like• In case I ever lose my memory

Customer Feedback

• Need NoveList training

• Can library provide list of books I read?

• No. of requests / no. of items limit are set too low for avid readers

• Catalog searching – have to spell exactly right

•“Reading one book leads to endless digressions and new areas of inquiry”

•“Pleasant synchronicity of all sorts of books and ideas coalescing over time”

•“Thank you for this…tremendously supportive…for ideas moving forward”

•“Unleashing…expanding horizons …reaching way beyond…something I couldn’t conceive of”

Patron Reflections

Online Tools

• Between The Lineshttp://honorefrancois.typepad.com/between_the_lines/

• LibraryThinghttp://www.librarything.com/

• Good Readshttp://www.goodreads.com/

• Shelfariwww.shelfari.com

• Guru Libhttp://www.gurulib.com/

Growth Chart

Parent Reminders• Read 4 books per day• Attend storytime• Obtain a library card• Capture favorite

books

Reading Portfolio3 Ring binder for -• Reading logs – see

reading path over time

• Certificates• DE Book Festival

treasure maps

Question JournalRecord of curiosity and

discovery, capture:• Questions• Context• Steps to find the

answer• What did it lead to –

what happened next?

For more information

Annie Norman, State Librarian

Annie.norman@state.de.us

302-739-4748 x126