Community Needs Analysis Proposal

Community Needs Community Needs Analysis ProposalAnalysis Proposal

Kate SkarbekKate Skarbek

Library Services ManagerLibrary Services Manager

September 18, 2010September 18, 2010

Strategic PlanningStrategic Planning

“…“…is the systematic outcome of a is the systematic outcome of a thinking process that enables libraries…thinking process that enables libraries…to organize efforts…to carry out major to organize efforts…to carry out major decisions….Libraries…as customer-decisions….Libraries…as customer-focused organizations develop services focused organizations develop services to meet their needs and also market to to meet their needs and also market to non-users who are potential non-users who are potential customers.” customers.”

“…“…Must start with the customer.”Must start with the customer.”(Stueart & Moran, 2007, p. 96).(Stueart & Moran, 2007, p. 96).

Strategic Plan: Vision Strategic Plan: Vision 20232023

“Incorporate a separate building housing a Mature Adult Resource Center, Branch Library, Cultural Activities Center, Teen Center…to create a campus atmosphere for the recreational needs of everyone.” (p. FPR-30).

West View Recreation Center

OrganizationaOrganizational Goalsl Goals

““Equitably meet Equitably meet the the needsneeds of of Library patrons…Library patrons…

Provide Provide programming that programming that is responsive to is responsive to the changing the changing needsneeds of the of the community.” community.”

(p. 3).(p. 3).

Objective 4Objective 4

““Each year, Staff Each year, Staff will will review and review and respond to the respond to the changing needs in changing needs in our communityour community. . Keep this plan as Keep this plan as a changing a changing organic organic document.” document.”

(p. 12).(p. 12).

Core Services Core Services DiscussionsDiscussions Identified 11 Core Library ServicesIdentified 11 Core Library Services Identified 76 Core Activities for the LibrariesIdentified 76 Core Activities for the Libraries

•Which ones are most important?

•Without asking the community, Staff can only make educated guesses.

Service Quality Gap?Service Quality Gap?

Citizen Survey Over Citizen Survey Over TimeTime

Percent Rating WPL "Very Good" or "Good"

0%

20%

40%

60%

80%

100%

1992 1996 1998 2000 2002 2004 2006 2008 2010

WPL users = 47% WPL users = 47% residentsresidents

Who are the 53% non-Who are the 53% non-users?users?

WPL CNA HistoryWPL CNA History

In 2003, south Westminster CNAIn 2003, south Westminster CNA In 1993, marketing audit for WPLIn 1993, marketing audit for WPL

In 1968-9, WPL non-user studyIn 1968-9, WPL non-user study In 1965, WPL user studyIn 1965, WPL user study

Westminster: Then & Westminster: Then & NowNow

19691969 LSA 17,000LSA 17,000 Staff: 9Staff: 9 Income: $5-15,000Income: $5-15,000

20102010 LSA 109,353LSA 109,353 Staff: 65Staff: 65 Income: $78,294 Income: $78,294

Socio-Economic Socio-Economic IndicatorsIndicators

 Income Per

CapitaAverage Household

IncomeNo GED or HS Diploma

South Westminster  $ 17,652  $ 47,089 28.9%

City of Westminster  $ 29,313  $ 76,318 10.03%

Denver Statistical Area

 $ 30,552  $ 78,532 13.36%

State of Colorado  $  28,539  $ 73,652 12.82%

Research WestminsterResearch Westminster

Gather information about:Gather information about:– Individuals (census, mapping),Individuals (census, mapping),– Business data (EDC, directory),Business data (EDC, directory),– Neighborhoods (EDC, drive throughs)Neighborhoods (EDC, drive throughs)– Groups (newspapers, interviews),Groups (newspapers, interviews),– Agencies (newspapers, interviews), &Agencies (newspapers, interviews), &– Lifestyles (other city services, Lifestyles (other city services,

interviews)interviews)

Research WestminsterResearch Westminster

UsersUsers ILS data, both patron and collectionILS data, both patron and collection Interviews, surveys, focus groupsInterviews, surveys, focus groups

Non-UsersNon-Users Focus groups, interviewsFocus groups, interviews Citizen survey & Citizen survey & Perhaps other surveysPerhaps other surveys

TimelineTimeline

2010: Assemble CNAP team2010: Assemble CNAP team 2011: 2011:

– Divide CNAP into subteamsDivide CNAP into subteams– Research, gather, analyze & report Research, gather, analyze & report

January - DecemberJanuary - December 2012: 2012:

– Citizen surveyCitizen survey– Create Library Master Plan, 2013-Create Library Master Plan, 2013-

20172017

CNA Project TeamCNA Project Team

8 Staff members from across 8 Staff members from across library:library:

Library Services ManagerLibrary Services Manager Librarians Librarians Associates from public Associates from public

servicesservices Clerks and shelversClerks and shelvers PR specialistPR specialist Automation Services Automation Services

coordinatorcoordinator

3 volunteers/interns3 volunteers/interns

Resources from CityResources from City

City Manager to approve City Manager to approve Economic Development OfficeEconomic Development Office City’s Volunteer CoordinatorCity’s Volunteer Coordinator Public Information OfficePublic Information Office Cooperation of PR&L facility staff Cooperation of PR&L facility staff Council to distribute surveysCouncil to distribute surveys Purchasing office to issue RFPPurchasing office to issue RFP City Attorney’s Office to review contractCity Attorney’s Office to review contract

BudgetBudget

Account Description Projected Already Budgeted Identified Savings Over/Short

Regular Salaries $ 32,680.00 $ 32,680.00   $ -

Mileage Reimb $2,000     $ (2,000.00)

Meeting Expense $500     $ (500.00)

Postage $ 1,350.00   $ 1,350.00 $ -

Contract Services     $ 24,000.00 $ 24,000.00

Vendor for focus groups $ 8,000.00     $ (8,000.00)

Supplies       $ -

Printing in person surveys $ 500.00   $ 500.00 $ -

Publishing results $ 2,000.00     $ (2,000.00)

Total $ 47,030.00 $ 32,680.00 $ 25,850.00 $ 11,500.00

Unlike these statuesUnlike these statues

People grow and People grow and changechange

Never be static!Never be static!

“…“…a community analysis must be a community analysis must be updated continuously to monitor updated continuously to monitor these changes, and library and these changes, and library and information services must never information services must never be static.” be static.” (Grover, Greer, & Agada, 2010, p. 120).(Grover, Greer, & Agada, 2010, p. 120).

ResourcesResources

Adams 12 Five Star Schools. Retrieved on September 5, 2010 from Adams 12 Five Star Schools. Retrieved on September 5, 2010 from http://www.adams12.org/http://www.adams12.org/

Adams County District 50. Retrieved on September 5, 2010 from Adams County District 50. Retrieved on September 5, 2010 from http://www.adams50.org/adams50/site/default.asphttp://www.adams50.org/adams50/site/default.asp

Baker, S. L. & Wallace, K. L. (2002). Baker, S. L. & Wallace, K. L. (2002). The Responsive public library: How to develop The Responsive public library: How to develop and market a winning collection.and market a winning collection. Second edition. Englewood, CO: Libraries Unlimited. Second edition. Englewood, CO: Libraries Unlimited.

Burke, S. K. (2008) Use of public libraries by immigrants. Burke, S. K. (2008) Use of public libraries by immigrants. Reference & User Services Reference & User Services Quarterly, 48Quarterly, 48(2),164-174.(2),164-174.

City of Westminster (2010, April 29). RTD plans rail to South Westminster by 2016. City of Westminster (2010, April 29). RTD plans rail to South Westminster by 2016. Retrieved on September 5, 2010 from Retrieved on September 5, 2010 from http://www.ci.westminster.co.us/33_3084.htmhttp://www.ci.westminster.co.us/33_3084.htm

City of Westminster. (2009, April). Strategic Plan: 2009 – 2014 – 2023, Executive City of Westminster. (2009, April). Strategic Plan: 2009 – 2014 – 2023, Executive Summary. Retrieved on September 12, 2010 from Summary. Retrieved on September 12, 2010 from http://http://www.ci.westminster.co.us/files/strategicplanexecsum.pdfwww.ci.westminster.co.us/files/strategicplanexecsum.pdf

City of Westminster, Office of Economic Development. Westminster Business City of Westminster, Office of Economic Development. Westminster Business Directory. (2010, August 19). Directory. (2010, August 19). http://http://www.ci.westminster.co.us/busdir/default.htmwww.ci.westminster.co.us/busdir/default.htm

City of Westminster, Office of Economic Development. (2010). Retrieved August 21, City of Westminster, Office of Economic Development. (2010). Retrieved August 21, 2010 from 2010 from http://http://www.ci.westminster.co.us/files/edprofile.pdfwww.ci.westminster.co.us/files/edprofile.pdf

Coel, Margaret. (1987). A New Westminster: 1976 and Forward for Colorado’s 10th Coel, Margaret. (1987). A New Westminster: 1976 and Forward for Colorado’s 10th Largest City. Westminster, Colorado: North Suburban Printing & Publishing.Largest City. Westminster, Colorado: North Suburban Printing & Publishing.

Gedda, I.K. (1968, August). A survey of the non-users of the Westminster Public Gedda, I.K. (1968, August). A survey of the non-users of the Westminster Public Library: A report presented to the faculty of the School of Librarianship, University of Library: A report presented to the faculty of the School of Librarianship, University of Denver. Unpublished.Denver. Unpublished.

ResourcesResources

Grover, R.J., Greer, R.C., & Agada, J. (2010). Grover, R.J., Greer, R.C., & Agada, J. (2010). Assessing Information Assessing Information Needs: Managing Transformative Library ServicesNeeds: Managing Transformative Library Services. Denver, CO: . Denver, CO: Libraries Unlimited.Libraries Unlimited.

Jefferson County Public Schools. Retrieved on September 5, 2010 Jefferson County Public Schools. Retrieved on September 5, 2010 from from http://http://www.jeffcopublicschools.orgwww.jeffcopublicschools.org//

Derby, G., Hobbs, B. McConaghy-White, P., & Nikolysyvsky, R. (1993, Derby, G., Hobbs, B. McConaghy-White, P., & Nikolysyvsky, R. (1993, December). Westminster Public Library Services Marketing Audit. December). Westminster Public Library Services Marketing Audit. Unpublished manuscript.Unpublished manuscript.

Masias, M. & Pfeiffer, N. (2003, April 12). A new library in Masias, M. & Pfeiffer, N. (2003, April 12). A new library in Westminster, Colorado. Unpublished manuscript.Westminster, Colorado. Unpublished manuscript.

Matthews, J.R. (2008, November/December). Customer satisfaction: Matthews, J.R. (2008, November/December). Customer satisfaction: A new perspective. A new perspective. Public Libraries, 47Public Libraries, 47(6), p. 52-55.(6), p. 52-55.

McDermott, M.E. (1965, March). Public use of the Westminster Public McDermott, M.E. (1965, March). Public use of the Westminster Public Library. Unpublished.Library. Unpublished.

Metro North Chamber of Commerce. (2010, September 2). Home. Metro North Chamber of Commerce. (2010, September 2). Home. Retrieved September 6, 2010 from Retrieved September 6, 2010 from http://http://www.metronorthchamber.com/index.aspwww.metronorthchamber.com/index.asp

ResourcesResources

National Research Center, Inc. (2010, June). City of Westminster National Research Center, Inc. (2010, June). City of Westminster 2010 Citizen Survey Presentation. Retrieved on September 13, 2010 Citizen Survey Presentation. Retrieved on September 13, 2010 from 2010 from http://www.ci.westminster.co.us/files/citizen_survey.pdfhttp://www.ci.westminster.co.us/files/citizen_survey.pdf

National Research Center, Inc. (2010, June). City of Westminster National Research Center, Inc. (2010, June). City of Westminster 2010 Citizen Survey Presentation. Retrieved on September 13, 2010 Citizen Survey Presentation. Retrieved on September 13, 2010 from http://www.ci.westminster.co.us/910.htm2010 from http://www.ci.westminster.co.us/910.htm

The Neilsen Company. (2009). Claritas. [Computer software]. The Neilsen Company. (2009). Claritas. [Computer software]. Retrieved by the Westminster Office of Economic Development Retrieved by the Westminster Office of Economic Development on July 20, 2009 from http://www.claritas.comon July 20, 2009 from http://www.claritas.com

Rosenblum, L. (2010, January/February). How to thrive by design Rosenblum, L. (2010, January/February). How to thrive by design in tough times. in tough times. American Libraries, 41American Libraries, 41(1/2), p. 40-43.(1/2), p. 40-43.

Saunders, E. S. (2007). The LibQUAL+ phenomenon: Who judges Saunders, E. S. (2007). The LibQUAL+ phenomenon: Who judges quality? quality? Reference & User Services Quarterly, 47Reference & User Services Quarterly, 47(1), p. 21-24.(1), p. 21-24.

Stern, V. (2010, June). Why we borrow? Using retail strategies in Stern, V. (2010, June). Why we borrow? Using retail strategies in public libraries. public libraries. Illinois Library Association Reporter, 28Illinois Library Association Reporter, 28(3), p. 4-8.(3), p. 4-8.

Stueart, R.D. & Moran, B.B. (2007). Library and Information Stueart, R.D. & Moran, B.B. (2007). Library and Information Center Management. 7th edition. Westport, Connecticut: Libraries Center Management. 7th edition. Westport, Connecticut: Libraries Unlimited.Unlimited.

ResourcesResources

The U.S. Census Bureau. (2009, October 24). The U.S. Census Bureau. (2009, October 24). Fact SheetFact Sheet. Retrieved . Retrieved from http://factfind.census.govfrom http://factfind.census.gov

Wallace, K. (2007). Marketing mindset: Focusing on the customer, from Wallace, K. (2007). Marketing mindset: Focusing on the customer, from Technical Services to Circulation. Feliciter, 53(3), p. 126-129.Technical Services to Circulation. Feliciter, 53(3), p. 126-129.

Westminster Public Library. (2009). Westminster Public Library. (2009). Collection development policyCollection development policy. . Retrieved October 17, 2009 from Retrieved October 17, 2009 from http://www.ci.westminster.co.us/1415_2092.htm#colldevhttp://www.ci.westminster.co.us/1415_2092.htm#colldev

Westminster Public Library. (2007). Westminster Public Library. (2007). Library Services Master Plan: 2007-Library Services Master Plan: 2007-20122012. . 

Westminster Public Library. (2009). Westminster Public Library. (2009). Monthly report - Circulation details Monthly report - Circulation details for Sep[tember]2009, Irving Street Libraryfor Sep[tember]2009, Irving Street Library. [Data file]. Retrieved from . [Data file]. Retrieved from http://wallace.westminster.lib.co.us/http://wallace.westminster.lib.co.us/

Wilson, T.D. (1981). On user studies and information needs. Wilson, T.D. (1981). On user studies and information needs. Journal of Journal of Documentation, 37Documentation, 37(1), p. 3-15. Retrieved August 28, 2010, from (1), p. 3-15. Retrieved August 28, 2010, from http://informationr.net/tdw/publ/papers/1981infoneeds.htmlhttp://informationr.net/tdw/publ/papers/1981infoneeds.html

Wilson, V. (2009). Female Public Library Patrons Value the Library for Wilson, V. (2009). Female Public Library Patrons Value the Library for Services, Programs, and Technology. Services, Programs, and Technology. Evidence Based Library And Evidence Based Library And Information Practice, 4Information Practice, 4(1). Retrieved August 29, 2010, from (1). Retrieved August 29, 2010, from http://ejournals.library.ualberta.ca/index.php/EBLIP/article/view/http://ejournals.library.ualberta.ca/index.php/EBLIP/article/view/4461/50764461/5076