I received this question the other day at one of the Alignment meetings, and it mirrors the one asked here. The question was:
I like that we're moving in a new direction with our strategic plan and staffing. Are there other libraries doing something similar?
Cameron Smith responded to the similar Ask Tim question that:
"Here is a link to an article from the Skokie Public Library on how they realigned their system under 3 departments (Access, Community Engagement and Learning Services) to accommodate their strategic plan."
Chief Organizational Development Officer Michele Gorman provide the following:
Seattle Public Library
Reorganization to support implementation of the Seattle Public Library Strategic Plan (http://www.spl.org/Documents/about/strategic_plan.pdf).
Brantford Public Library
Reorganization to achieve the library's strategic goals (http://www.brantford.ca/pdfs/5.1%20Brantford%20Public%20Library%20Board%20-%20BPL%20Reorganization.pdf)
Public Library of Cincinnati and Hamilton County
Reorganized their reporting/management structure to better support strategic thinking.
If anyone else finds and example ... please post! Thanks, in advance.
--Tim
I was curious about the call center model when I first heard about it, and searched online for other libraries that use call centers. I found: Douglas County Libraries, Public Library of Cincinnati, Jefferson County Public Library (CO), High Plains Library, and Johnson County Library.
Here are several interesting articles on the rewards and challenges of a call center that I found helpful:
- From "Public Libraries:" http://wldtechss.sharepointspace.com/Lists/Calendar/Attachments/148/Libr...
- From "Reading and Reference Libraries:" https://books.google.com/books?id=UwtCjnTxv0UC&pg=PA9&dq=library+call+ce...
- From an ALA presentation: http://alaac15.ala.org/node/29421
From Shanna Shadoan:
The Denver Public Libraries began their Strategic Alignment in 2013, beginning with using market analysis of customer groups. Here's their Mission page. https://www.denverlibrary.org/content/about-dpl
Everyone - These are two articles that I ran across while developing some of my interview material in reference to the trend towards one service desk. I find that both articles do a pretty good job of explaining how the Circ/Reference model is changing, and how other libraries have tried different models to suit their needs. While one article is about an academic library, the process of evolution/implementation could easily apply to a public library. The other article is specific to the public library setting.
http://www.ala.org/acrl/sites/ala.org.acrl/files/content/conferences/pdf...
http://commons.pacificu.edu/cgi/viewcontent.cgi?article=1056&context=olaq