Saying “Yes” to the Community:
Durham Builds a Customer-Centered Library
Honoring the Past
Acknowledging the Present
Building the Future
Goal 1: The Library is a customer-centered and welcoming place for the entire Durham community. |
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Goal Champions: Sumayyah Muhammad, Lynne Barnette and Mark Donnelly |
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Objectives |
1.1 |
By 6/30/10, 95% of library customers will report that they experience the physical facilities as clean, inviting, comfortable, properly-maintained, environmentally friendly, safe, and accessible. |
1.2 |
By 6/30/09, 95% of library customers will report that staff and volunteers are knowledgeable, friendly, accessible, and attentive to their needs. |
1.3 |
By 6/30/09, 95% of library customers will report that remote access to the library is as user-friendly as on-site access. |
1.4 |
By 6/30/09, 95% of library customers will report that library policies are customer-focused and support customers finding the resources they need. |
1.5 |
By 6/30/10, 80% of customers will report that they find the information and materials that meet their information needs. |
1.6 |
The library will aggressively market its services throughout the community. |
| Goal 2: The library supports family literacy by preparing children to succeed in school and by helping teens develop the skills they need to become productive and well-informed citizens. | |
| Goal Champions: Karlene Fyffe and Bert White | |
| Objectives | |
2.1 |
By 6/30/09, circulation of parenting, child care, and early literacy resources will increase by 50%--based on data for fiscal year 2007. |
2.2 |
By 6/30/09, attendance at programs that encourage language development and learning for preschoolers will increase by 50%, based on data for fiscal year 2007. |
2.3 |
By 6/30/10, the library system will develop intergenerational programming that supports children and families, and creates community. Increasing numbers of people will attend these programs. |
2.4 |
By 6/30/09, use of the library by teens (12-19) will increase by 50%, based on data for fiscal year 2007. |
| Goal 3: The library is a leader in providing Durham’s residents with information technology resources needed for academic and business success and for social networking and leisure activities. | |
Goal Champions: Aftab Ahmed and Jennifer Lohmann |
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Objectives |
3.1 |
By 6/30/09, average computer wait time will have been reduced to 10 minutes. |
3.2 |
By 6/30/09, 80% of those library customers needing/desiring training receive it. |
3.3 |
By 6/30/09, 25% of people attending programs will do so virtually via an e-learning technology such as podcasts, streaming video, or purchased content. |
3.4 |
By 6/30/09, all staff will have core competencies in technology-related communications, as well as PC- and Web-based applications. |
| Goal 4: The library embraces and promotes Durham’s cultural heritage, thereby contributing to a vibrant community. | |
| Goal Champions: Susan Wright and Sandra Lovely | |
| Objectives | |
4.1 |
By 6/30/10, use of the library by English-language learners will increase by 200%, based on data to be collected in 2008. |
4.2 |
By 6/30/09, usage of the Library’s Durham local history collections will increase by 25%, based on data to be collected in 2008. |
4.3 |
By 6/30/09, participation in DCL-sponsored (or co-sponsored) programs highlighting local arts, literature, and culture will increase by 15%, based on data to be collected in 2008. |
Goal 5: The library’s facilities support the Strategic Plan. |
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| Goal Champions: Priscilla Lewis and Nathan Williams | ||||||
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Objectives |
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5.1 |
By 6/30/10, align facilities with customer service needs so that facilities support the welcoming customer environment and services needed by the community that are called for in Goal #1. |
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5.2 |
By 6/30/10, have a plan for the future of the Main library facility. |
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5.3 |
By 6/30/10, examine alternative ways to deliver service, especially to at-risk populations: kiosks, small community branches, deposit collections in low-income housing communities, clinics, vehicles, and other specialized facilities. |
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| Goal 6: The library’s collections support the Strategic Plan. | |
| Goal Champions: Rheda Epstein and Shelley Geyer | |
| Objectives | |
6.1 |
By 6/30/2008, have a plan to restructure selection of library materials and collection management. |
6.2 |
By 6/30/2010, create customer-centered library collections. |
6.3 |
By 6/30/2009, create a comprehensive plan for collection merchandising and maintenance to display and circulate relevant and attractive collections that meet the needs of library customers. |
| 6.4 | By 6/30/2010, evaluate existing collections and consider new formats and technologies to provide customer-centered collections. |
| Goal 7: The library’s human resources support the Strategic Plan. | |
| Goal Champions: Joyce McNeill and Anastasia Bush | |
| Objectives | |
7.1 |
By 6/30/08, the library will have a staffing plan in place that allocates resources in support of the Strategic Plan. |
7.2 |
By 6/30/10, 100% of staff will participate in the library’s training program to enhance retention, promotion, and individual growth. |
7.3 |
By 6/30/08, all new staff will participate in the library’s orientation program. |
| 7.4 | By 6/30/09, the library’s recruitment processes will result in diverse, bilingual staff who fulfill the objectives of the Strategic Plan. |
Last update: March 1, 2008