Presentation on theme: "Working with an Outside Agency to Conduct a Community Survey Burlington Public Librarys Experience Burlington Public Library Melanie SouthernOLA Session."— Presentation transcript:
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
Burlington Public Library Todays Discussion Insights and tips Support Process Working with consultants Some key findings and impacts Question & Answer
Burlington Public Library Background: Why now? Our Promise Identity
Burlington Public Library Background Facility Projects: Central Library Renewal Project
Burlington Public Library Background Brant Hills Relocated branch connected to a renewed community centre
Burlington Public Library Background Time of Transition in Library Field Time to evaluate Set Priorities Collections Services Programs
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.
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
Burlington Public Library Background 2007 Strategic Planning process for the 2007-2011Strategic Plan Added Bonus: 2006 City of Burlingtons Quality of Services survey
Burlington Public Library Funding: $50,000. budget (capital budget) Support Where to start?
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
Burlington Public Library Who? Compile a Consultant list: Library list Citys list
Burlington Public Library Selecting your consultant Short list Interview Reference checks Ipsos Reid was our selected agency Why?
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)
Burlington Public Library Selecting your consultant Interview Presentation Question and answer Check References Document comments
Burlington Public Library Cross Functional Team Project team: Administration Information Services Children and Youth Services Neighbourhood branches District Branch
Burlington Public Library Team Building Kick-off meeting: Introductions Background Review of other surveys Ipsos Reids submission Timelines Roles and expectations
Burlington Public Library Team Building Ipsos Reid Training Sampling Questionnaire design Data reports Other issues
Burlington Public Library Questionnaire Development Test Assumptions User profiles Demographics Location Convenience Facilities Services Loan Periods Further contact?
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
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
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
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?
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)
Burlington Public Library Methodology Survey period: November 15 & December 3, 2006 Telephone survey: 1001 completed calls
Burlington Public Library Methodology Group 1: 751 respondents Purpose: to understand perceptions Library users Non-users
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
Burlington Public Library Request for Proposal http://www.accessola.com/superconferen ce2008/ Saturday: Session 1820
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
Burlington Public Library Final Report Rewrites, edits, amendments Write to your audience Be assertive Work with the vendor
Burlington Public Library Contributions InTouch with our Community: 2007 – 2011 Strategic Plan Focus groups
Burlington Public Library Strategic Directions More customer-friendly and less intimidating Increased Marketing Branding
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
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