LOGO Designing a Customer Service Plan for Hard Times Loretta Micheals City of Mountain View Public Library http://preview.tinyurl.com/nmz3be
Nov 22, 2014
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Designing a Customer Service Plan for Hard Times
Designing a Customer Service Plan for Hard Times
Loretta MichealsCity of Mountain View Public Library
Loretta MichealsCity of Mountain View Public Library
http://preview.tinyurl.com/nmz3be
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City of Mountain View
• 74,000 Residents• 50,000+ Card Holders• 1.6 Million Circulation• 4.25 FTE in Adult Services
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Recession? Depression?
United States
Unemployment Rate
9.5 % for June 2009
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California
Unemployment Rate
11.6 % for June 2009
Recession? Depression?
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Recession? Depression?
City of Mountain View
Unemployment Rate
8.8 % for June 2009
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Library Statistics for Mountain View
Fiscal Year 2008-2009
19% Increase in Circulation
22% Increase in Visitors
Economy goes down, our business goes up!
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Economy goes down, our budgets go down too!
10% Budget Cut=
5% Reduction in Materials
Adult Librarian Position Held
What about next year???
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•What More Can We Do?
•Less Staff
•No Money
•Isn’t Reference Dead Anyway?
Prove how valuable the Library is to the Community!
A Call from our Director
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Brainstorm Session at an Adult Services Meeting
What is in high demand?
What kinds of questions are we getting?
What are we doing now that we can do better?
What needs aren’t we filling?
LOGOResults of Session
High Demand
Information on resumes, job hunting, etc
DVDs, Books on CD
How-to Books on everything
Stress reduction, meditation, exercise
LOGOResults of Session
High Demand
Information on resumes, job hunting, etc
DVDs, Books on CD
How-to Books on everything
Stress reduction, meditation, exercise
QuestionsHow do I find a job online?
Can someone tutor me on how to use the computer?
How do I find an apartment or home?
There are how many holds on that???
LOGOResults of Session
High Demand
Information on resumes, job hunting, etc
DVDs, Books on CD
How-to Books on everything
Stress reduction, meditation, exercise
QuestionsHow do I find a job online?
Can someone tutor me on how to use the computer?
How do I find an apartment or home?
There are how many holds on that???
Doing NowHow-to Computer Classes
Fiction Reading Lists
Entertainment Type Programming
Routine Reference Work
LOGOResults of Session
High Demand
Information on resumes, job hunting, etc
DVDs, Books on CD
How-to Books on everything
Stress reduction, meditation, exercise
QuestionsHow do I find a job online?
Can someone tutor me on how to use the computer?
How do I find an apartment or home?
There are how many holds on that???
Doing NowHow-to Computer Classes
Fiction Reading Lists
Entertainment Type Programming
Routine Reference Work
Unfilled NeedsJob Hunting Classes
Medical & Insurance Info
Money & Finance Education
Housing, Legal, more!
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A Pleasant Surprise!
•We were doing better than we thought.
•We mostly needed to expand on familiar tasks we do
•We found an opportunity to use social networking tools
•Best of all- It was professional work!
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Branding
• The American Marketing Association (AMA) defines a brand as a "name, term, sign, symbol or design, or a combination of them intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of other sellers.
Top 5 Branding Books Recommended by About.com
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1.Theme
2.Logo
3.Tagline
Our Brand Consists of a:
MVPL Brand
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Our goal was: Flexibility, Memorability, & FUN
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Planning the Campaign – All Aboard!
Staff- Involving staff at all levels, brainstorming related ideas, assigning tasks, provide a deadline.
Collection Development-
Programming-
Handouts-
Social Networking-
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Staff- Involving staff at all levels, brainstorming related ideas, assigning tasks, provide a deadline.
Collection Development- Recognizing key areas, adding funds, writing it into strategic plan and goals for the year.
Programming-
Handouts-
Social Networking-
Planning the Campaign – All Aboard!
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Planning the Campaign – All Aboard!
Staff- Involving staff at all levels, brainstorming related ideas, assigning tasks, provide a deadline.
Collection Development- Recognizing key areas, adding funds, writing it into strategic plan and goals for the year.
Programming- Investment Club, craft programs, movie nights, job hunting computer class, resume help.
Handouts-
Social Networking-
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Staff- Involving staff at all levels, brainstorming related ideas, assigning tasks, provide a deadline.
Collection Development- Recognizing key areas, adding funds, writing it into strategic plan and goals for the year.
Programming- Investment Club, craft programs, movie nights, job hunting computer class, resume help.
Handouts- Topics, design, location, web editions, timeliness, fast turnaround.
Social Networking-
Planning the Campaign – All Aboard!
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Planning the Campaign – All Aboard!
Staff- Involving staff at all levels, brainstorming related ideas, assigning tasks, provide a deadline.
Collection Development- Recognizing key areas, adding funds, writing it into strategic plan and goals for the year.
Programming- Investment Club, craft programs, movie nights, job hunting computer class, resume help.
Handouts- Topics, design, location, web editions, timeliness, fast turnaround.
Social Networking- Blog, Twitter, Facebook, Flickr, and more.
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Sidetracks
• Basic Computer Competency• Expanding Social Networking• More Budget Cuts
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Basic Computer Competency
• Basic Time Management Training• Advanced Time Management Training• Basic Web email• Advanced Web email• MS Word & Templates• Using Drives- Floppy & USB
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Blogspot
TwitterYelp
Flickr
DeliciousFacebook
Social Media
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•Fewer Programs
•Fewer Computer Classes
•Resume Help on Hold
•One-on-one Computer Help on Hold
More Budget Cuts
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•Program Attendance
•Computer Class Attendance
•Handouts Used
•Followers, Fans, Friends
•Customer Feedback
Measuring Success
LOGOCustomer Feedback
"I wanted to share with you that my little sister (52 years old) has found a job in Mountain View thanks to the Library's Hard Times Train Program.
After losing her job, a home of 15 years foreclosed, battling alcoholism and homelessness for 9 months, she came to Mountain View to live with me. The next day I took her to the Library and pursued a library card so that she could begin her journey home through education and community resources. I had learned about the Hard Times Train program and found it innovative and unique.
She found the library to be a friendly, non-threatening environment in which to do research and therefore attended daily. Within 5 days she had a job interview with a local construction firm for an office assistant.
I want to thank you and the Library staff for helping my sister find her way home again. Now she can move out of my house! So, she'll be back to the Library taking the next Hard Times Train to the housing line.
Thanks."
LOGOResources Used
Web Sites:
• BetterInvesting Club- http://www.betterinvesting.org/• iLibrarian- http://oedb.org/blogs/ilibrarian/• LifeHacker- http://lifehacker.com/• MakeUseof.com- http://www.makeuseof.com/• Mashable- http://mashable.com/• Red Tape Chronicles- http://redtape.msnbc.com/• Simple Dollar- http://www.thesimpledollar.com/
LOGOExamples of Topics
Online Computer Practice
Personal Finance & Budgeting
Foreclosures: Getting Help & Avoiding Scams
Opening Bell: Investment Education
Best Apartment Search Tools
10 Useful Comparison Sites To Bookmark
10 Resources for Finding Free and Cheap Things to Do This Summer
Free Foreign Lessons Online
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Mountain View Public Library
585 Franklin Street
Mountain View, CA 94041
http://library.mountainview.gov/
The End