Collaborative Technology Planning – D203 Tamera LeBeau North Natomas Library Branch Supervisor Judy Hoefler Information Technology Supervisor Sacramento Public Library Sacramento, CA

Welcome  Can library public services staff and technology staff happily co-exist?  Can they actually learn from each other?

A Little Bit About Us…  Newspapers to real estate to libraries  Student teaching to geography to libraries  The IT allure

The Sacramento Public Library Environment  Central library + 26 branches  900+ PC’s, many printers, and more!  19 self-check stations  Wireless access

IT Planning & Implementation Past Practice

 Purchases based on IT work flow  Impulse solutionsfor quick fixes  Decisions made without front-line staff  Inadequate training of public and staff  Unrealistic timelines

Preferred Method  Building through team planning  Include front-line customer service staff

New Focus is “Customer-Centric”  What services do our customers want?  How can technology provide those services directly?  How can technology assist front- line staff in better providing those services?

Sacramento Public Library’s Solution  Changing the direction of inertia  Be careful what you ask for…  Formation of the Public Services – IT team  How to get started?

Team Charge  Develop a clear and straightforward team charge

Team Charge  Clarify, clarify, clarify  A solid team charge holds priorities  Management support and a common understanding is vital!

Our Team Charge  Improve the delivery of information and other library services to the public through the use of technology by developing and implementing self-service delivery models that enable customers to access the library and its resources wherever and however they want.

Team Member Selection  Sending out the call for interested applicants

Team Member Selection  Qualifications  Statement of interest  Co-chairs can provide a balanced approach

Co-chairs  Focus on implementing a project, but can also think “big picture”  Are willing to listen while leading  Are willing to compromise when necessary  Are eager to learn  Have a strong customer-service ethic

Team Members  Represent a variety of positions, both in public service and in IT  MUST be customer- service oriented

Team Members  Don’t have to be “technology- savvy” but should not be “technology phobic”  Should be willing to learn, work hard, and have fun

Consultants & New Members  Additional staff members provide “expert” advice in particular areas of a project  Some members may be rotated as responsibilities and work locations change  A clear team charge will make transitions easier

Next Steps  So you have a team, now what?  Preparing for success  Creating team cohesion through development of a team process

Creating a Framework for Success

 Task: “Develop a framework by which public service projects, activities, and information resources requiring IT services are assigned, allocated and completed through the involvement and participation of support units, needs and workflow assessment, cost analysis, product evaluation, training, and development of promotional materials.”

Team Process and Tools  Ground rules  Meeting agendas

Team Process and Tools  Meeting minutes  Minutes include tasks with assigned responsibility, and due dates  Project proposal document (more later…)

Creating a Focus  More, more, and more suggestions for projects  IT projects versus Public Services – IT projects  Project proposals

Project Proposal Process  Description of issue and desired outcome  Research and analysis of possible solutions  Beware of “library blinders”

Project Proposal Process  Developing a proposed solution  Making the management presentation  Getting a clear directive

Project Implementation  RFP input  Resource requirements  Budget outline  Implementation timeline  Staff training materials / plan  Public relations materials

Successes  Teamwork and accountability  Mutual respect and understanding  Tools of the team  Reaching out to other organizations

Projects – Completed & Current Public Internet configuration Print management Fine and fee payment LAN parties for teens Online reference tools for customers

Cautions and Challenges

 Priorities changing with the wind  Research – when is enough, enough?  Team motivation – the project that wouldn’t die!

More cautions & challenges  The overshadowing budget  Keeping “everyone” informed  The final decision makers

Public Services – IT Team Moving On in 2005  Children’s computers  Improving reference tools  Wireless access

Public Services – IT Team Keeping Momentum  Motivating the team  Celebrating successes  Improving, striving and having fun!

Collaborative Technology Planning Tamera LeBeau, Branch Manager Judy Hoefler, IT Supervisor Questions?