Three projects have been developed and adopted to ensure that our libraries are led and managed so they rapidly adapt to and enhance life in the 21st century.
Some of the rules, policies and procedures adopted by libraries have not changed in over 40-50 years and may no longer be relevant. Many of the procedures were design to deal with inventory control and are not designed for superior customer services. This project sets out to review and change where necessary the rules, systems and procedures employed by libraries in order to operate more flexibly and in alignment with our new roles, e.g. dispense with no talking and no eating rules, especially in environments where libraries are offering Internet access, meeting and incubator spaces, minimum loan periods, library card renewals in person.
Governance and responsibility: This project would be undertaken initially as an LLNJ/NJSL pilot project with 4-5 participating libraries to demonstrate the potential benefits of eliminating inappropriate procedures that add unnecessary work for staff and result in patron dissatisfaction.
Objectives: Libraries to eliminate unnecessary policies, procedures or methods to increase efficiency and free up resources for other activities as well as improve patron satisfaction. Involve customers in identifying opportunities for improvement.
Stakeholders and their interests:
Library staff: More efficiency and better working experience.
Library customers: Better experience in using the library.
Time frame: 3 months
Estimated cost and sources of funding: $20,000 to $30,000 for a pilot project with 4-5 libraries.
Actions: Hire a process review consultant to work on a pilot project with selected libraries.
Undertake a review of processes which are no longer necessary or relevant.
Identify processes where the rules/procedures are poorly defined and result in poor quality of service.
Share results of the process improvements with other libraries.
Design a one day training package to teach all librarians how to improve their processes and eliminate unnecessary steps and delays.
Involve staff in the identification of policies and procedures that result in patron dissatisfaction and get in the way of doing their jobs well.
Find out from customers what aspects of library service they appreciate, what they would like to see changed or improved, so the service most closely aligns with their needs.
Measures of success:
Number of unnecessary steps in existing library processes eliminated
Increased patron satisfaction with library services due to removal of impediments and sources of dissatisfaction.
Professional development: Training in simple to apply method to conduct a review of processes and procedures with the participation of library staff. Training in facilitating focus groups with customers to identify issues and opportunities.
Resources: Process review meeting method. Focus group meeting method. Charts to identify ways of eliminating unnecessary steps in procedures.
Integration with other projects: Integrates closely with I Love it here: Bringing Systemic Delight to YOUR Library. Time savings from this project will free up resources that could be devoted to other more relevant activities.
Project No. 2: Specialized Consultancy Teams
This project will support libraries’ efforts to plan and roll-out new services or to improve their management of existing resources, programs and services by using the expertise of established teams of specialized consultants. Examples of possible specialty areas include:
Governance and responsibility: The Project will be a joint effort between LibraryLinkNJ and a team of representatives from all library types who volunteer to develop and guide the Project from inception through its first year. Once established, the Project will become an on-going program/service sponsored by LibraryLinkNJ.
Objectives:
Support library efforts to enhance the development and implementation of new services or to improve the management, efficiency or effectiveness of existing resources, programs or services.
Provide library managers easy access to a database of qualified consultants on a broad range of topics, although initial efforts will focus on only 3 or 4 areas.
Develop an assessment framework for collecting feedback on satisfaction with the consulting services provided and the overall effectiveness of the Project.
Stakeholders and Their Interests:
Library directors – strengthen their libraries’ services and/or the management of their resources.
Individual library staff –provide easy access to the expertise of skilled consultants for assistance in the development and roll-out of new programs and services and from whom new skills can be learned.
Individual libraries of all types – assistance from specialized consultants on an as-needed basis will be valuable to all libraries, especially as the database of specialties expands.
Time Frame:
Development of Project Plan (survey, topic(s) and team(s)) – 3 months
Technical Development – 1 month
Review after one year – keep, discard or add topics
Estimated Cost and Sources of Funding: Volunteer time and resources. LLNJ staff time and resources
Actions: Create list of possible Project topics and survey Library Directors on their current top three needs.
Identify volunteer team to work on project, a team leader and a LLNJ project liaison.
Define nature and scope of selected “specialties.”
Develop a web-based, searchable database of colleagues that are specialist experts.
Determine what kinds of data should be included: names, contact info, particulars of expertise, cost information, references, etc.
Develop a means for identifying and certifying the specialist experts.
Develop promotional campaign.
Develop assessment framework for measuring success.
Measures of Success:
Number of uses of the consulting services.
Degree of satisfaction with the service as reported by Library Director on feedback survey. Some use of Outcome Based Evaluation or other established evaluation tool.
Professional Development: Specialist experts will need to keep up on latest developments through reading, personal learning plans and consulting with colleagues.
Resources: Team to work on the project, a team leader and a LLNJ project liaison. Technology advice and expertise to create the web-based, searchable database.
Integration with other Projects: The program provides a strong foundation for the development and implementation of projects related to each of the defined core task force areas and the overall success of libraries in general.
Project No. 3: Ongoing Roundtable Series
Establish an ongoing set of Roundtables that would enable libraries (either by type, or in any combination) to come together to compare their performance and learn from each other’s successful activities. They might explore desired outcomes, needs, challenges, a particular interests or future trends. This would also be a forum for engaging stakeholders around particular topics of interest and could include the participation of “experts” who would be invited to share their perspectives on the topic at hand. Particular attention would be paid to data and measurable outcomes so that the community could make practical use of the knowledge generated at the events. The Roundtables would be “permanent” in that they are ongoing and use a consistent structure. They would be flexible in that any topic or group/groups could be “plugged into” the process, the most important criterion being a commitment to keep talking and moving things forward for libraries in New Jersey. The primary events would be in person and could then spin off in-person or virtual task forces that would do research or take on initiatives.
The Roundtable process could also be used to engage the Statewide Strategic Planning Committee in overseeing and regularly reviewing implementation of the Strategic Plan.
Governance and responsibility: NJSL and LLNJ would expand its current activity around forums to include the Roundtables. Roundtables would be sponsored regionally depending on need or topic, e.g. disaster preparedness could be sponsored by Ocean or Monmouth County libraries; an event on the topic of health care could be sponsored by a medical institution. NJSL and LLNJ would work with local staff to plan and deliver the events and would arrange for a shared, easily accessible data base that would give the entire community access to knowledge generated.
Objectives: Increase/improve communication, collaboration and partnerships between and among libraries of all types in New Jersey. Maximize our resources (both intellectual and monetary) by sharing data and experience. Encourage and support innovation. Support the success and well being of libraries in New Jersey.
Stakeholders and their interests: LNJSL, LLNJ, libraries and their staff. Other stakeholders as applicable.
Time frame: Any. Could begin immediately. Roundtables could be held on a monthly or bi-monthly basis (good to have them regularly) and additionally as requested.
Estimated cost and sources of funding: Minimal, time, food, preparation of data base, online forums, etc.
Actions:
Create a team responsible for designing/implementing Roundtables
Design Roundtable meeting process and gather/train facilitators
Survey NJSL/LLNJ community for topics of interest
Prepare data base/reporting mechanism
Plan and hold an initial set of Roundtables (4-6)
Assess process
Measures of success:
Degree of participation, better communication, collaboration, support, innovation and replication of projects.
At the end of the trial period, consensus that the process has helped libraries to improve success/performance.
Professional development: Facilitation/process training as necessary for core delivery team.
Resources: Meeting space, food, facilitator, AV, e.g. Zing, communication/outreach via web, etc., data base space.
Integration with other projects: This project could integrate with any or all projects in the plan and with implementation of the plan itself. It also could integrate with outside initiatives, such as emergency management or the incorporation of affordable health care education into library functions.
