Library Managers Minutes - April 13, 2017

Agenda topics:

• 9:30 - Welcome – Julie

• 9:35 - One-on-One Meetings - Chris
  
  • Use of one-on-ones in relation to strategic plan and consistency across the system in using this management tool.
  • Discussion to hear feedback and evaluate the use of one-on-ones, determine the frequency and length with staff at various levels and identify other best practices. 

More targeted conversation needed about what they are doing to move us toward the growing of M&M and how they are supporting the initiatives.  General discussion – everyone found the experience positive.  Discussion about “skips” – what they are and how they work.  Managers may start periodically sitting in with OOOs their direct reports are leading to see how they are doing.

• 10:15 - Role of Public Services Leadership Team and Communication - Melody
  
  • Discuss how the role of the public services leadership team is different than that of the regional directors.  Change to what is appropriate to share with PSLT compared to how they communicated with the regional directors.

Public Services = Member Services

Do topics need to be addressed to all Senior Managers or just direct supervisor?  Sending to “Senior Managers” email group links the entire conversation.  Things that are very timely can also be sent to group in case direct supervisor is really busy.  NOT for HR issues, due to the private nature of the topic.  Calling any of them is okay, too. 

Evolving structure of the goals of OOOs

1. Sharing
2. Works synergistically to achieve a cohesion system-wide 
3. System-wide energy
4. Succession plan
5. Evaluate policies and procedures

• 10:30 - Rate of Shelving Feedback – Julie
  
  • Discuss feedback from libraries about their rate of shelving assessments and determine how the results will be used across all libraries.
  • Materials re-shelved with 24 hours

Managers shared the results of their studies.  There was a great amount of variation depending on the size of the library, the way carts are organized, etc.  Julie related that the goal was to move every location towards achieving a local standard, rather than a system goal, and this seems to have happened.  It was revealed that some Library Aides have other tasks to complete that negatively impact their ability to shelve.  Local processing changes have made a positive impact in LA workflow, and additional staff “roving” as part of the Alignment is bound to reduce the amount of responsibility LA have to answering member questions in the stacks.  The Access & Engagement expectation going forward will be that materials will be reshelved within 24 hours and we are working towards that end. 

• 11:00 - Member Experience Assessments & Member Retention - Julie
  
  • Reviewing appearance and accuracy assessment
  • Discuss other methods to assess member experience preparedness

What ways can we ensure a positive member experience?  Picking up trash, greeting people at the door during peak times, reimagining the physical space to create more lines of sight & single service desk, tracking “no” responses to member queries and determining why we had to say no, cross-training to create the fewest points of contact, first impressions, continuing to improve policies and procedures to be more member-centric, complete “experience walks,” shelf checks for appearance (using slips periodically – referring to reserve list).  A subgroup will be broken out to consolidate ideas and create a set of best practices for Member Experience – not just specific actions, but a big-picture view of overall member experience.    

• 11: 30 - Evacuation Drills – Melody
  
  • Discuss conducting and reporting evacuation drills including once a year frequency, coordination with Maintenance, responsibility, reporting, and best practices.

It’s important for the locations to all conduct evacuation drills in the same way and at the same “caliber” with the assistance of MTC.  MTC will be looking at establishing a rotation to spread out their workload and best practices will be established.  Some locations do a purely surprise drill, and others are forewarned.  Some have a “combination” approach.  “Perfect practice makes perfect.”  Further discussion was had about the benefit of having severe weather drills, as well.  Many locations have prepared a “sheltering cart” full of entertaining supplies to use to keep people calm during a sheltering event. 

• 11:55 - Announcements – Julie
  
  • Future meeting agendas: sharing info about local piloted services or features – if you are piloting a new system project or process (circulating Kindle fires, no more red totes, etc.), there will be the expectation that people will share progress during meetings.  VI has been piloting not using red totes, and found that they would save time not using them. 
  • Shelving for CDs – Morgan Jones will be looking at budgeting and ordering enough to go system-wide
  • Contingency budget for FY18 – This year’s budget will be handled like last year’s, with a contingency budget passed to cover the period before funding comes through officially.
  • Legislative Breakfast – Wednesday, 4-19, 8:30am at the State Capitol – If you are interested in attending, let Meghan Hunt-Wilson know so she can build a head count.