Presentation on theme: "All Aboard! Creating a Service Matrix for Mobile Library Services"— Presentation transcript:
1 All Aboard! Creating a Service Matrix for Mobile Library Services Welcome: Introduce topicExplain what we're doing for the next 50 minutes:explaining how we came up with the idea of using a matrix to determine our service with our new bookmobileexplaining what a matrix isshowing the stages of formation of the matrixhaving an activity where our audience can create their own criteria for scoringtelling about how this is working for us[going over some obstacles to watch out for]Show of hands from different kinds of service--who works on a bkm? goes to seniors stops, schools, neighborhoods, other?
2 Arapahoe Library District Cindy McFadden, MLISCoordinator/Supervisor Outreach Services Arapahoe Library DistrictCentennial, Colorado IntroduceDescribe ALD: $23 million budget8 branches + Jail200,000 residents14 Neighborhood stops: 88 hrs/month8 Sprinter van stops 20.5 hrs/monthdistrict is 70 miles in length - long and narrowdiverse demographics in the district-urban, rural, suburban, etc.
3 What Put us in this Position? Strategic Plan Tactic for a 2-vehicle service modelBookmobile taken off the roadNew OBS bookmobile orderedDelivery expected in February 2010Where will we go and who will we serve?Summarize our situationgoing to 2 vehicle service model: former 28 ft bkm taken off the road; got our sprinter van, took 3 years to get new bkm board approved and get the specs written for RFPplanning to triple our open hours from x to y with the same amount of staffneeding to maximize our staffing and scheduling - PARADIGM SHIFT!!What data can we use to make these important decisions?
4 Looking for Best Practices Review of professional literature Talking to our peers in the industryRESEARCH - to determine what kind of vehicle to buy, we did lots of research with lots of sources Lots of literature on deciding whether to stay serving a siteLots of information about the types of sites bookmobiles go toIndustry guidelines in our handbooks are helpfulListserv and other libraries' experiences help tooBest practicesIn looking for best practices, we had trouble finding a METHOD that worked for us for objectively determining where to START bookmobile service when starting from scratch
5 Building a Schedule Leads to Building a Matrix Request for proposal (RFP) process for choosing the right bookmobile vendorCould this work for choosing the right bookmobile stops and hours?Objective, fact-basedCould have multiple criteriaAn official "scoring system" helps validate "gut instinct" and staff experienceCan save money or resourcesCan get us to a better productIn order to choose the right vendor for our bus, we had to go through the RFP process.Got the bus under construction and now we had to work on building a scheduleWhat made us think it might work for us another way?Objective, fact-basedcould have multiple criteriaAn official "scoring system" helps validate "gut instinct" and staff experienceCan save money or recourcesCan get us to a better productThis was an exciting idea - first we had to communicate the vision, then we had to take the concept from theory to practice
6 How Did We Build It? Determining our priorities for criteria Flow ChartAssociating conditions with the chosen criteria'Hard' data vs. 'soft' dataScoring the criteriaWhat are the main barriers to library access that we identified?What are service priorities?What "Conditions" support the criteria that we identified?What Conditions are not based on "hard numbers"?Example of "hard" data: # of residents & residential designation (e.g. "high density")Example of "soft" data: Limited Information Literacy
7 Construction Phase II Setting up the scoring system Criteria are weighted equally with each otherConditions are assigned percentages rank x weight x factor = scoreCriteria Evaluationmention that we will practice this activity later onFor each stop, conditions were ranked, then given a weight percentage. All weight percentages for each criteria totaled 100%Weights were determined by the importance of each condition as determined by staffAll ranks and percentages were multiplied by a factor of 5 (rank x weight x factor)The maximum score for each criterion is 10The maximum score for any site is 40 using this equation
8 Construction Phase III: Scoring the Sites Assigning scores to actual sitesSample of the populated MatrixSample of a low scoring site (Prentice Place Lofts) and a high scoring site (Fox Crossing)
9 Range of Service Determining the range of scores for service Levels of serviceLevels of Service--VisualService LevelsStart with explanation of the ranges - scores from how do we make them mean something? How do we relate the scores to levels of service we will provide?briefly mention determining hours of service[Once the scoring was done, how do we determine how much service is enough, how much is too much, and how much is just right...]Levels of Service-x amt of hours and x amount of staff determines how many hours we can deliver
10 Activity: Creating Your Own Matrix Practice MatrixShow practice evaluation form with Senior and School sheets for the exercise. Ask group input on "Conditions"
11 Outcomes: From Theory to Practice How is it working?Lessons learnedGeneral overview of resultsWe used it and it worksMatching on-site observations to expectations set by our scoring systemRelating the score to the outputs (circ, facility use, sense of need)Helped set our schedule--hours, days, etc.There were some minor adjustmentsProvide stories for successes and missesLoretto Heights is a busy stopSheridan GardensLessons learned-distance from the library
12 Continuing Service Matrix October 2010: 6 month evaluation of serviceKept all other content for matrixAdded Site Condition and Use criterias RESULTS:Ended two stopsLengthened service at two stopsAdded two additional stops in Glendale for twice a week serviceIn October of 2010 we went through the Continuing Service Matrix challenge.We added Site Condition to include:Site Manager supportProximity to another bkm locationCommunity conditionsand Use:Facility use per hourCirculation use per hour
13 Selected Bibliography ALA Office for Literacy and Outreach Services.Handbook for Mobile Library Services Staff. Accessed 8/17/2010 Clements, Angela. On the Move with the TCPL Mobile Library: What it Takes to keep rolling. Indiana Libraries. 27 no Dixon, Ann R. Feasibility and Options in Bookmobiles and Mobile Libraries in Rural Areas: A Case Study Approach Using Alaska's Experience. Bookmobile and Outreach Services. 9 no Murray, K., et. al., Give the mobile service a fresh start – tell us where to stop. Library & Information Update (March 2010) p Osborne, Robin, ed. From Outreach to Equity: Innovative Models of Library Policy and Practice American Library Association. Chicago. Smallwood, Carol. Ed. Librarians as community partners: an outreach handbook. Chicago: American Library Association
14 Working Service Matrix, 10/2010 Service Matrix, 2/2010Working Service Matrix, 10/2010
15 Arapahoe Library District Contact InformationCindy McFaddenArapahoe Library District5955 S. Holly St. Centennial, CO 80121