Saying “Yes” Frontline Advocacy at Durham County Library

Getting to “Yes” The Strategic Planning Process September June Search Conference: Community Helps to Create the Library’s Future Friends of the Library Retreat Library Board Visioning Steering Committee formed Staff and Community Research Into Best Practices: Charlotte- Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington Staff and Community Research Into Best Practices: Charlotte- Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington Library Staff Development Day: Best Practices Panel Outcome: A vibrant Durham County Library in 2010, supported and enjoyed by the entire community Steering Committee meets Wiki is a place to share and learn Steering Committee meets Library Staff Visioning Interviews Library Board Adopts Plan January Durham County Results-Based Accountability Initiative

The Result: Saying “Yes” to the Community: Durham Builds a Customer-Centered Library Goal 1: The library is a customer-centered and welcoming place for the entire Durham community.

Creating the Culture  Customer service includes advocacy  CLASS Training (Columbus Metro Library Program)  Customers Leaving Appreciative Satisfied Sold  Building skills in  Listening  Advocating  Informing

Reinforcing the Culture  Empowering staff  Staying informed  Framing the message  Getting the word out – way out  Advocacy by any other name

Empowering Staff  Decision making involvement  Quality Councils  Open door policy  Doughnuts with the Director

Staying Informed  Friday Update  Staff Web  Staff newsletter  Ongoing training

Framing the Message  Talking points at public service points  Introducing new procedures  Explaining new policies or changes

Getting the Word Out – Way Out  Social media  Website  Facebook  Blog  Community events  Collaboration with other cultural entities  Programming

Advocacy, Whether You Know It or Not  Every staff interaction with a member of the public spreads a message about the library.  Create a culture for positive advocacy – for saying “Yes” by:  Empowering staff  Keeping them informed  Framing the message  Creating opportunities for staff to get out into the community

Saying “Yes” Frontline Advocacy at Durham County Library