1. Working with an Outside Agency to Conduct a Community Survey Burlington Public Librarys Experience Burlington Public Library Melanie SouthernOLA Session 1820 Coordinator, Strategic Planning & Projects February 2, 2008

2. Burlington Public Library Todays Discussion Insights and tips Support Process Working with consultants Some key findings and impacts Question & Answer

3. Burlington Public Library Background: Why now? Our Promise Identity

4. Burlington Public Library Background Facility Projects: Central Library Renewal Project

5. Burlington Public Library Background Brant Hills Relocated branch connected to a renewed community centre

6. Burlington Public Library Background Time of Transition in Library Field Time to evaluate Set Priorities Collections Services Programs

7. Burlington Public Library Background Quality of Service Report 2003, City of Burlington – survey ranks City services including the library system Brant Hills Community Centre and Tyandaga Branch Library Feasibility Study, 2002. Prepared by Ipsos Reid. Community Consultation Program, 1996. Prepared by Monteith Zelinka Priamo Ltd with Cameron Consulting Services. Library Service Needs Study, 1990. Prepared by Institute of Environmental Research (1985) Inc.

8. Burlington Public Library 1996 Library Service Needs Top ranked services: 1.Borrow books 2.Place holds 3.Inter-Library Loans 4.Delivery of Holds 5.Seating/ study space Least Important: 1.Feature film videos 2.Internet access – recreation 3.Compact discs (childrens) 4.CD-ROM 5.CDs (music) Study Conclusions: Top 5

9. Burlington Public Library Background 2007 Strategic Planning process for the 2007-2011Strategic Plan Added Bonus: 2006 City of Burlingtons Quality of Services survey

10. Burlington Public Library Funding: $50,000. budget (capital budget) Support Where to start?

11. Burlington Public Library Support Building for Tomorrow 2005-2007 Strategy B1: Build the Librarys understanding of its users and the community Strategic Objective B Understand our community better and target our collections, facilities and services to meet their needs

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13. Burlington Public Library Foundation Project Brief Purpose and Scope Structure Content Process Timelines Financial commitments

14. Burlington Public Library Status Update Actions Required - Deliverables Work Accomplished Upcoming Activities Issue/Risk/Change management

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16. Burlington Public Library Request for Proposal http://www.accessola.com/superconference2008/ Saturday: Session 1820

17. Burlington Public Library RFP Terms of reference: Introduction Background Make up of the city Reference past surveys

18. Burlington Public Library RFP Survey Details Content How results will be used Objectives: Collections and services Facilities Amenities and customer service

19. Burlington Public Library RFP Scope of Work & Specifications Orientation and background review Survey design Survey execution

20. Burlington Public Library RFP Survey Findings Survey finding Draft report Final report Project team/ reporting structure Budget

21. Burlington Public Library RFP Timelines Proposal submission requirements Evaluation Criteria City of Burlingtons Standard Terms and Conditions

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23. Burlington Public Library Who? Compile a Consultant list: Library list Citys list

24. Burlington Public Library Selecting your consultant Short list Interview Reference checks Ipsos Reid was our selected agency Why?

25. Burlington Public Library Selecting your consultant RFP Submission Evaluation Criteria A.Written response (10 points) B. Suggested Approach (40 points) C. Financial Factors (15 points) D. Proponents History (18 points) E. Personnel Proposed (17 points)

26. Burlington Public Library Selecting your consultant Interview Presentation Question and answer Check References Document comments

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28. Burlington Public Library Cross Functional Team Project team: Administration Information Services Children and Youth Services Neighbourhood branches District Branch

29. Burlington Public Library Team Building Kick-off meeting: Introductions Background Review of other surveys Ipsos Reids submission Timelines Roles and expectations

30. Burlington Public Library Team Building Ipsos Reid Training Sampling Questionnaire design Data reports Other issues

31. Burlington Public Library Questionnaire Development Test Assumptions User profiles Demographics Location Convenience Facilities Services Loan Periods Further contact?

32. Burlington Public Library Questionnaire Development Comparing Frequency of Use with other surveys: FOPLCitys Quality of Services 1-5 times yearAt least once / week+ 6-10 timesAt least once a month 11-20 timesAt least one a year 21 times or more Never Consultants created compatible category breakdowns

33. Burlington Public Library Teams Mantra Need to know? Like to know? What can we do with this information? Additionally: Dont wordsmith Let the consultants do their job

34. Burlington Public Library Questionnaire A. Screening and Identification questions B. Reputation questions C. Usage questions D. Non-users only questions E. Users – Satisfaction questions F. Communications questions Z. Demographics questions

35. Burlington Public Library Questionnaire Discussion example: Scaling: Rank response on a scale from 1 to 7, where 1 means your opinion is Very unfavourable 4 means you are Neutral and 7 means your opinion is Very favourable?

36. Burlington Public Library Field Test Call monitoring Why a telephone survey? Straight forward approach Proportionate representation Quick turn-around times Greater control (vs. mail or online)

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38. Burlington Public Library Methodology Survey period: November 15 & December 3, 2006 Telephone survey: 1001 completed calls

39. Burlington Public Library Methodology Group 1: 751 respondents Purpose: to understand perceptions Library users Non-users

40. Burlington Public Library Methodology Group 2: 250 additional calls of non-users Purpose: better understand non-users with greater statistical confidence General Population: Weighted by ward and gender +/-3.6%, 19 times out of 20

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42. Burlington Public Library Summary Valuable institution to the community Strong positive image Collections Staff Welcoming facilities High level of satisfaction

43. Burlington Public Library Summary High usage: 8 in 10 access the Library Utilize collections and programs Borrowing books DVDs Information Person Interests

44. Burlington Public Library Summary Realistic wait times 70% expect <1 month wait for holds Get materials to people faster

45. Burlington Public Library Summary Occasional or Non-users: No explicit discontent Get information elsewhere Too busy

46. Burlington Public Library Summary Main enticements for occasional or non- users: More recent books Wireless access Longer loan periods More accessible/ comfortable locations

47. Burlington Public Library Summary Facility planning: Good perceptions overall Room to Improve Amount of seating/ study area Internet access

48. Burlington Public Library Summary Customer Service: Good marks for Friendliness and assistance with questions Areas for improvement: Providing recommendations Availability to answer questions

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50. Burlington Public Library Request for Proposal http://www.accessola.com/superconferen ce2008/ Saturday: Session 1820

51. Burlington Public Library Changes? Questionnaire: Shorter? Rating Scale: Scale of 1-7 Release of Information Might consider next time: Commuters Younger than 18 years of age

52. Burlington Public Library Final Report Rewrites, edits, amendments Write to your audience Be assertive Work with the vendor

53. Burlington Public Library Contributions InTouch with our Community: 2007 – 2011 Strategic Plan Focus groups

54. Burlington Public Library Strategic Directions More customer-friendly and less intimidating Increased Marketing Branding

55. Burlington Public Library Insights and Hints Get experience Project Brief Status updates Dont go it alone Train your team Know your business Document, document, document

56. Burlington Public Library Insights and Hints Take advantage of technology Know your audience Issue escalation Added suggestions: Raw data (SPSS, tables, hardcopies) Plan for your next community consultation

57. Burlington Public Library Additional resources Posted Surveys Sample size calculator http://surveysystem.com/sscalc.htm Search terms: sample size confidence interval sampling

58. Burlington Public Library In Conclusion Questions?