1. Building Leadership Skills: Community Engagement Instructor: Valerie J. Gross grossv@HCLibrary.org An Infopeople Workshop Spring 2007

2. Workshop Overview 1.Aligning library services with community priorities and values 2.Making yourself and your library visible 3.Identifying and communicating with communities and stakeholders 4.Pragmatic Partnering

3. Who is our community? All cultures All means All backgrounds All passions All lifestyles BabiesPre-KK-12SchoolsAdults Older Adults ParentsHomeschoolsBusinesses/Non-profits Work Force Organizations (e.g., Chamber of Commerce) Government departments (e.g., Economic Development Authority, Housing, Office on Aging) Elected Officials Community Leaders DonorsVolunteersFriendsMedia

4. What is Engagement? What is Engagement? When we are relevant to everyone and to everything When each segment of our community views us as: vital, critical vital, critical vital = indispensable vital = indispensable and indispensable = funding

5. How Does Customer Service Relate to Community Engagement? The stepping stone to engaging the community Everyone on staff involved – everyone a leader First impressions “I’d walk over nails to get to your library…”

6. Priorities and Values A Collective List Health Environment (Green) Science/MathCivilityGenealogy Safety (online, gangs) TechnologyLiteracy Computer Literacy Financial Literacy Travel Intellectual Freedom Cultural Diversity Intergenerational Cultural Center Community Center Education Economic Advancement Quality of Life ***

7. Education The activities of educating or instructing or teaching Information about a subject matter Knowledge acquired by learning Activities that impart knowledge The process of acquiring knowledge An enlightening experience

8. Our UMBRELLA: Education

9. Under the Education Umbrella You! (ALL staff, plus volunteers, Board, Friends) Collection (print, electronic) Children’s classes and events Teen classes and events Adult classes, seminars and events Cultural Center Community Center Signature initiatives

10. You might prefer three umbrellas Education Education Economic Advancement Economic Advancement Quality of Life Quality of Life

11. What Can We Crow About? Innovation Innovation Thinking Outside the Box Thinking Outside the Box Signature Programs Signature Programs Partnerships Partnerships Let’s share some examples!

12. Be a Shameless Self-promoter!

13. Suggested Phrases We are a pillar of education. We are a cornerstone in the education process. We are partners in education.

14. What are other words that “work”? Which do you value more? Which do you support more? a used car a used car a certified pre-owned vehicle a certified pre-owned vehicle drilling for oil drilling for oil exploring for energy exploring for energy

15. What Does “Storytime” Mean? To someone who works in a library? To someone who does not use the library?

16. It’s a Self-fulfilling Prophecy We become what we say we are. We become what we say we are. Let’s speak BIG! Let’s speak BIG! “We are a world-class library.” “We are a world-class library.” “We are a pillar of education.” “We are a pillar of education.” “Our staff is second to none.” “Our staff is second to none.” “We are relentless about providing exceptional customer service.” “We are relentless about providing exceptional customer service.”

17. The Elevator Speech Who are we? Who are we? What do we do? What do we do? Why does it matter? Why does it matter?

18. The Ten Rules of Effective Language Simplicity: use small words Brevity: use short sentences Credibility is as important as Philosophy Consistency matters Offer Something New Sound and Texture matter Speak Aspirationally Visualize Ask a Question Provide Context and explain Relevance

19. Getting Involved: Broader Benefits Heightened visibility for the library Building the library’s reputation for excellence Helping to create the indispensable library Part of the community engagement process

20. Representing the Library Be informed Be ready with modified elevator speeches for questions such as Tell me what you do? Tell me what you do? Is the Internet replacing the library? Is the Internet replacing the library? Is the book on its way to extinction? Is the book on its way to extinction? Aren’t you in direct competition with bookstores? Aren’t you in direct competition with bookstores?

21. Libraries Mean Business We save you money. We save you time. We serve you directly. We serve you indirectly. We serve you through giving and visibility opportunities!

22. Why Partner? Capitalize on strengths and expertise Gain visibility Leverage funding (enhances credibility with government and taxpayers) Establish new or expand existing programs Attract more outside funding Get new customers Double the marketing Attract other partners

23. First Two Questions What’s in it for us? What’s in it for us? What’s in it for them? What’s in it for them?

24. The Five Factors 1.Supplement—as opposed to replace— the programs of other organizations 2.Advance vision and mission 3.Outline administrative authority (funding sources, obligations and expectations) 4.Benefit the organizations equitably 5.Evaluation

25. Short-term Partnerships Handshake agreements Less commitment Recommend at least e-mail confirmation of details Typically one-shot collaborations

26. Long-term Partnerships Formal agreements work best Formal agreements work best Incorporate the five factors Incorporate the five factors High degree of commitment High degree of commitment

27. Long-term Partnerships Take Time Seed idea – initial vision Connect with key players – assess interest Discuss with key library staff (who will lead?) Inform Board Involve staff (more ideas/gain support) Determine costs / needs Seed idea begins to grow Set forth a plan / determine launch date

28. Engage the Community Celebration to launch Signing ceremony/press conference Invite elected officials and community leaders Remarks: Library board president, partnership representatives, mayor/county executive, governor (request proclamations!)

29. Why might we decline a partnership opportunity? Draw an audience? Draw an audience? Accomplish what we expect? Accomplish what we expect? Funded? Funded? Commitment? Commitment? Imbalance? Imbalance? the “What’s in it for us?” and the “What’s in it for us?” and “What’s in it for them?” factors “What’s in it for them?” factors

30. Recommended Reading The Thriving Library: Successful Strategies for Challenging Times, by Marylaine Block (2007). The Thriving Library: Successful Strategies for Challenging Times, by Marylaine Block (2007). Words that Work: It’s Not What You Say, It’s What People Hear, by Dr. Frank Luntz (2007). Words that Work: It’s Not What You Say, It’s What People Hear, by Dr. Frank Luntz (2007).

31. I love e-mail Valerie J. Gross grossv@HCLibrary.org410.313.7750