STRATEGIC PLAN FOR NORTH BERKELEY LIBRARY Strategic Plan for North Berkeley Library

Children that use libraries early in life are more likely to become lifelong library users Children that use libraries early in life are more likely to become lifelong library users

Strategic Planning Process Phase One  Identify Planning Committee Members  Clarify Mission, Vision and Values  Gather Data: Environmental Scan and SWOT analysis  Data Analysis  Develop Goals and Objectives  Publish the Strategic Plan for

Strategic Planning Process Phase Two  Public Presentation  Feedback  Revisions Phase Three  Plan Implementation  Strategic Planning Committee Evaluation  Periodic Reassessment

Our mission supports and enriches the North Berkeley community with a special commitment to assisting children and young adults in their quest to become successful information seekers and lifelong learners Our vision aims to provide exceptional service to patrons in a comfortable and welcoming environment that is accessible by all Respect Innovation Lifelong Learning Accessibility Community Involvement Service

Expanding Our Horizons 2011 Renovation Project expands the current space by 35% The library will be closed during renovation It ’ s an opportunity to expand our horizons

2010 – 2012 Goals & Objectives Maintain patron interest and support during its closure Increase library membership Increase customer satisfaction Cross-training and staff development Increase community events and visibility Provide a safe and secure environment Increase physical & virtual service access Establish dedicated community support group

Goal One: Maintain patron interest and support during closure for site renovation and expansion StrategyActionMeasurements Create community interest in the expansion Create an and mail newsletter sign-up list Maintain ties with current users to promote the renovation project Sign up 85% of current library users Measure timeliness of replies to customer questions/feedback Improve the library website to make it more user-friendly Increase virtual service use in 2010 Increase eBooks available by 50% Add website links to eBooks and e-reference services Increase use of electronic resources and other library services by 75% before the closure for renovation Market the renovation to the Berkeley community Publish the renovation progress on social, library websites and in the press Target pre-opening tours to mail sign-up Promote attendance to include at least 65% of those on the mail sign-up lists

Goal One: Maintain patron interest and support during closure for site renovation and expansion StrategyActionMeasurements Market the exceptional service of the staff During the renovation, staff librarians will attend community events to promote e-services Attain 85% positive customer satisfaction feedback Serve 300 users/month Promote the expansion to community groups that require meeting space Encourage use of the new space for meetings Conduct face-to-face surveys to gather feedback in support of new outreach programs Attend and present at 4 community meetings per month

Goal Two: Increase library membership StrategyActionMeasurements Expand partnerships with local schools Establish a “ roving librarian ” program with the local schools to provide research, e- content Visit local schools once a week beginning in 2010 Evaluate the program for continuance after renovation based on 65% student use Establish a teen activity and event advisory group Encourage a teen volunteer group to document the renovation digitally Supervise a teen advisory committee for the redesign of the young adult area Establish an ongoing program of 10 teen volunteers

Goal Two: Increase library membership StrategyActionMeasurements Support academic achievement with live online support Online homework help with live tutors on the library website Attain 85% satisfaction by users of the live program Improve academic achievement in the community Develop after-school programs Involve PTA volunteers Achieve high attendance for 4 new weekly youth programs Add computers for exclusive use by children and young adults Redesign the children and young adult areas to include new computers Computers in use for 70% of total operating hours 40% increase in traffic to children ’ s and youth areas

Goal Three: Increase User Satisfaction StrategyActionMeasurements Redesign the library to reflect the local demographic Redesign Children ’ s, Young Adult & Adult areas Track & compare visits and library use to demographic data Eliminate clutter Ensure efficient use of shelf space Examine turnover annually to make effective use of the space Library-wide inventory Monitor turnover rates for collection management Increase internet access to all demographics Add 15 new computers in the adult section Add 5 new computers for children and YA use only Computers in use for 70% of total operating hours

Goal Three: Increase User Satisfaction StrategyActionMeasurements Initiate proactive customer service Place a customer suggestion/complaint box prominently Reply within two days Address concerns within two weeks Initiate bi-annual customer satisfaction surveys Measure timeliness of replies to customer questions/feedback Attain 85% positive customer satisfaction feedback Create independent and satisfied library users Study and redesign a signage plan that is easy to see and read Implement a self- checkout system Attain 85% customer satisfaction with self- service features of the library

Goal Four: New Hires, Cross-training and Staff Development StrategyActionMeasurements Ensure excellent customer service Hire more staff Design an updated employee handbook Conduct annual performance reviews tied to service goals and objective Initiate internal feedback loop Conduct bi-annual internal surveys Monthly staff and team meetings Post survey results publicly Measure team progress in addressing survey findings Employ and retain high quality, motivated staff Design a new staff training program Cross-train new hires before promotion Conduct occupational wage study Evaluate the training and development process periodically Complete wage study for implementation by 06/10

Goal Five: Increase community events and visibility StrategyActionMeasurements Increase visits and use of the library facility Redesign the space to ensure customer satisfaction by all demographic Extend operating hours New meeting rooms in use for 65% of all operating hours Attain 85% customer satisfaction on the new library expansion Partner with local community groups, like the PTA Staff librarians will attend community events to promote use of the new space Publish meeting minutes Attain 85% positive customer satisfaction feedback Library User & Use Surveys Conduct face-to-face surveys to gather feedback in support of new programs Launch three new programs as a result of the survey feedback

Goal Six: Provide a Safe and Secure Environment StrategyActionMeasurements Ensure the library is a safe and welcoming space to all Provide on-site Universal Protection Service Provide multiple channels for users to express feedback and concerns about security Reduce security related complaints by 95% Measure timeliness of replies to customer concerns by staff Initiate proactive customer service Establish procedures when dealing with disruptive patrons Provide extra staff training Open door policy to discuss ongoing problems Review internal staff surveys for further areas of concern and training or procedural needs

Goal Six: Provide a Safe and Secure Environment StrategyActionMeasurements Partner with community social services Create an in-house liaise for the homeless Increase community awareness of homeless issues Evaluate the volunteer homeless liaison position

Goal Seven: Increase Physical & Virtual Service Access StrategyActionMeasurements Improve the library website to make it more user-friendly Create a unique website identity for the branch Attain 90% positive customer satisfaction feedback Enhance access to technology New hardware & software will be added Implement new Web 2.0 tools for use Implement instant message (IM) reference service Increase number of accessible databases 70% increase in computer use in library 60% increase to e- services 25% of the library cardholders using Web 2.0

Goal Seven: Increase physical & virtual service access StrategyActionMeasurements Technology skill building Conduct monthly technology training, free to library members Attendance of 65% for free classes Attendees 90% satisfied with technology training

Goal Eight: Establish Dedicated Community Support Group StrategyActionMeasurements Ensure long-term financial stability Create a dedicated North Berkeley Library Foundation Deepen existing Friends partnership Build stronger ties with PTA and co-create appropriate programs Explore online book sales Increase fundraising, volunteerism and social awareness Attain strong attendance at bi-annual fundraising events

Making Space for New Possibilities

North Berkeley Library Make Learning Fun for Life