1. 1 A National Strategy for Public Libraries in the Netherlands Maria Heijne - Director Netherlands Institute for Public Libraries (SIOB) NAPLE, Milan 2013

2. 2 Municipality Funding 168 local library organizations (900 libraries) Province Support of local libraries through 10 provincial organizations (e.g. IT and ILL) National government Focus: ‘the library system’ at a national scale Funding Innovation digital infrastructure National digital library Administrative context

3. 3 Mandated by Ministry of Education, Culture and Science Strategy for the national public library infrastructure at large Development of the digital infrastructure National digital library, financed at a national level As of 01.01.2015 integrated in the National Library Alliances with strategic network partners in NL Programs for: People with reading disabilities, Reading promotion, ‘library in the school’, life long learning Netherlands Institute for Public Libraries

4. 4 Executed by Bibliotheek.nl National Library Catalogue (NBC+): All NL metadata (30 M) Access to digital content, like e-Books, e-music, national heritage, recommendations, (p)reviews, et cetera Website-services: content management, widget store Website as a service (WaaS): same web presentation all over NL Local Libraries: web management only. Data Warehouse (DWH): aggregated management information Benchmarking, Reports CRM/marketing at a central level Development National Digital Infrastructure

5. 5 New library act for the framework of public libraries New role for the National Library (KB) as of 2015 National Library responsible for national digital infrastructure Strategy/policy and operational responsibility Purchase of digital media/content and handling of licenses at a national level for public libraries A National Digital Library

6. 6 Cross channel model Integrated Library Physical library <> digital library

7. 7 Cross channel

8. 8 Cross channel model – General ideas Content must contain high quality metadata and be independent from any channel requirements to be picked up at the right moment sent through the right channel to the right customer This requires: centralized knowledge of customers focus on behaviour of customers switching from channel to channel Will the customer have a similar experience when switching from the website to the physical environment?

9. 9 Channels that are offered to the customer are intertwined (integrated) and the image of the supplier radiates through each channel in the same way. Channels can disappear and in such a case the power of the system lays in automatic reinforcement of other channels. The whole system of channels should continue to seamlessly connect the (potential) choices of a customer. Cross channel means integration

10. 10 Translated to the library environment… Titel van de presentatie

11. 11 Next steps CRM applications and analyses is designed in such a way that all customer behaviour can be connected to every channel Describe a uniform customer approach per channel Create links between channels Strategic shift only by the people who drive it: Give them responsibility for the approach and the message for each channel.