1. Welcome to this PLA -sponsored program!

2. Shift Happens: The Quest for Continuing Relevance Teresa Claypool, Manager of Staffing Support Services Holly Koelling, Director of Library Operations Nancy Smith, Director of Special Services

3. What we’ll be talking about KCLS Services Strategy New Staffing Model Pilot Year Evaluation Enhanced Service Delivery Next Steps

4. Steve Jobs 1955 - 2011 Co-founder, Chairman, and CEO of Apple Inc.

5. Apple Best Possible Service Provides library services that matter to people when and where they want them. KCLS Services Strategy KCLS Best Possible Product Does what people want it to do, when they want it to do it, and where they want it do it. Smart, Creative People Provides Librarians with time and space to develop, plan and deliver relevant services while the System continues to provide high quality traditional in-library service. New Staffing Model Smart, Creative People Provides time, space and resources to its employees to develop and make the best possible product.

6. KCLS at a Glance 47 libraries (in 15 “library clusters”) 1,200 staff members One million active card holders 20 + million items circulated 10 + million visits to libraries 10 + million visits to the KCLS website and catalog Serves almost all areas of King County, currently the 14 th most populous county in the nation, with the notable exception of the City of Seattle Serves about 1.2 million patrons in a service area that covers 2,300 square miles and includes 39 cities

7. KCLS Services Strategy With… Rapid changes in technology Shifting community demographics Changing patron needs and expectations Fiscal constraints We will only keep pace if we… Understand the present Envision the future Map out strategies to remain ready, responsive and relevant

8. In the Library In the Community Online Reach & Engage Culturally Diverse Populations Facilitate Early Literacy & Cultivate Young Readers Engage & Support Teens & Children Engage & Support Teens & Children Personalized Information Access & Assistance Encourage Lifelong Learning Encourage Lifelong Learning Three Service Delivery Methods Five Service Goals

9. New Staffing Model Significant increase in time for Librarians to think, develop and deliver relevant services in the library, in the community and online. – Introduces a new position: Public Service Assistant (PSA) – Shifts management of daily in-library operations to non-MLS staff

10. Library Cluster Manager (MLS) Librarian Services Manager (MLS)Operations Manager Supervising Librarian (MLS)Operations Supervisor Page Supervisor Librarian (MLS) Library Assistant Public Service Assistant Library Page Information Services Management Library Operations Management Information Services Provision Cluster Oversight Operational Services Provision

11. Pilot Libraries

12. Pilot Evaluation Surveyed Staff Outside Consultant Tracked staff time Collected baseline and follow-up data Provided Final Report

13. Pilot Evaluation Continued Collaboration Discerned Need for Model Adjustments Communicated with Pilot management teams KCLS

14. Pilot Evaluation Results High staff participation Staff followed Model guidelines Staff reported understanding their roles PSAs successfully released Librarians for increased service focus

15. What did librarians do? 24 Special Service Projects Including…

16. Multi-cultural Fair

17. Walk With Your Libraries

18. Book-A-Librarian for English Language Learners

19. Brick Builders Club

20. Librarian2Go!

21. Community Readers Blog

22. What did we learn? Don’t make assumptions Librarians like numbers Feelings of loss count

23. Enhanced Service Delivery – What Now? Reorganize Public Services Change roles and expectations Bring the vision down to earth Respect time to process change

24. Questions?

25. Survey Says? Review this program at www.surveymonkey.com/s/ala2012pla