Finally, a session where I recognize a few people. Sitting next to Jean Hatfield, behind Bosha and Dana, next to Dorothy, in front of JaNea, while listening to Judy, Eileen and Elvita. Fun, fun, fun group. Mickey told me it would be like this…
Looking at the Paid membership Stats and wonder what happened! Kansas went from 61 in 2010 to 38 in 2011. Need to do my part to drum up members and talk up the 2012 Leadership Institute in Estes Park, Colorado – May 6-11, 2012. You get a discount if you are a member in both 2011 and 2012.
JOIN MPLA NOW!
Annual Membership Meeting (http://www.mpla.us/)
- Changed the bylaws to help “members in transition” pay the dues – full dues for $15 – the student rate. Judy will screen applicants and pass them on to the Pres and Membership chair
- Financial Reports – what a great balance sheet and year-end budget with ‘$ Over Budget’ and ‘% of Budget’ lines. Leadership institute costs up, membership dues down
- Memberships – 314 members did not renew! Down by institutional memberships. Why? Who? Will the new ‘members in transition’ bylaw help?
- My Kansas peeps need to recruit. Especially those of us who graduated from Leadership Institute
- Upcoming Conferences:
- 2012 – Nebraska – Oct. 17-19
- 2013 – NDLA/SDLA, Sioux Fall – Sept 25-27
- 2014 – Arizona in October
- 2015 – Wyoming – late Sept/early Oct
- Road Warrior: Cara Romeo – from shelver to Asst. Director ‘walks on sunshine’
- Innovative Interfaces supports Leadership Institute – thank you!
- Officers and Representatives – Certificates and Thank yous
- Dan Stanton got extra claps for being Leadership Institute chair
- Judy and Dan got pretty gold certificates, too…
- Concerns about membership
- Institution joins, they get one free membe rship
- Transitional membership
- Excellent Leadership Institute evaluations, successful, well sponsored and Judy volunteered her time
- Newsletter is online – full color
- Social media – twitter, facebook, Web Oh My! (#mplamla)
- Professional Development Grants – money to be had
- Changing of the Guard
- Elvita gave a donation to Friends of Leadership on behalf of new President – Dana Braccio. Dana gave Elvita a plaque in return. Copper gaval is cool.
- Dana’s pep talk
- 1948 – a great way to network and provide professional development
- By dinner time they had committees and bylaws
- Look at building a community of lively engagement
- Retooling – new action plans, new committee members
- Enhancing partnerships with State Associations
- Dana has a BS in Marketing and an MLS – take best practices from other fields and use them to improve library services.
- Hey Mickey, Dan Chaney has 18,500 comic books…
- Wayne crossed the border into Iran without official authorization…just a border market he chose to ignore… 😉
- Royce and Harrison – cute picture
- Eric Stroshane visited the biggest ball of twine in Wisconsin
- Mike Mullen has cute grand-dogs
- Mickey was just outed as a classical music radio announcer
- Dan Ireton – our New State Rep – can herd cattle
Think of MPLA like AAA
- Recharge, rejuvenate
- Provide road maps
- Only a tweet away
- Road trip – what can you bring to the association – what do you want to discover along the way.
- Become a fan on Facebook – We need more…
Theresa Dickson again – Customer Service, how to have a nice day yourself.
What product do we sell to those who use the library? Books, Internet, Research, a Service – which is just a Relationship. That relationship is what we sell. Download stations, shelf-checks, mail service, bookmobiles.
Library is the Community’s Living Room – with fire places, chairs, newspapers – enhancing and building relationships with people in ‘our house’ is OUR JOB.
Unconditional Positive Regard – Customer needs to believe that we think the BEST of them.
Who are we serving?
- Population, median income, size of library, children to adult percentage, fiction to non-fiction collection size and circulation.
- Taking a loss with non-fiction, so make sure they’re pertinent and will last awhile.
- Librarians are the original hoarders…
- Community living room demands more room for lounging, sprawling, and enjoying the space. Space for people, more than books.
Keys/Elements of Customer Service:
- Commitment to patrons, co-workers, and library’s mission (great story about baby-name books getting stolen as much as witchcraft books…gonna pat-down the preggo ladies?)
- Placement of the right people in the right jobs (sweep out the dust bunnies), ranking duties according to what’s needed for the job (find the folks who hide out in tasks) and getting out of the wrong jobs
- Training on the understanding of the reasons libraries exist and it’s ongoing and continuous
- Measurements with self-evaluation and feedback from customers. Share this month, this month last year and this month five years ago statistics.Study how long it takes to get helped, get a book, etc.
- Incentives by making it fun, special events, and public involvement – Big read in Oklahoma with The Things They Carried with displays of veteran memorabilia (including some homeless vets) and veteran recognition – GREAT book.
Customer Service Policies
- Who’s it for? (dated, but examples in handouts).
- Key phrases:
- acknowledged appropriately, courteous and respectful, value for input, prompt and timely, privacy and confidentiality, responsive and community-oriented, provided by anyone, quality facility & collections
- ‘err on the side of service,’ ‘use your good judgment,’ ‘have it your way,’ bumper sticker customer service policies!
- Service provided by anyone working in the library – don’t pass them off to someone else!!!! “I’m not on shift, yet.” “Go to that desk, not this one.”
- Smiling, upright, express interest and concern
- “Bodies should be upright, not slumping and faces should be smiling not frowning and voices should express interest and concern not boredom or anger and memos should be polite and well written, not abrupt and filled with typos.”
- A customer is the purpose of our work, not an interruption
- positive operating procedures – be punctual, full service during working hours, be jargon-free, try not to point (cultural differences), keep conversations with other staff out of public spaces, desk takes precedence over phone, where you park – not in the customer’s spot…
- Easy to spot the “No” Libraries – signs like “turn around to make sure you flushed the toilet” – don’t they make you feel welcome? “God only knows what will happen if you let customers come in an enjoy themselves.”
- Who gets to make it and enforce it?
- Figure out how to evaluate it.
- It’s not a hospital, it’s a library. Nobody dies. Quit taking ourselves so damn seriously. This is suppose to be fun!
- Don’t pretend like you don’t know what poor customer service looks like.
- Don’t upset customers – easiest way to deal with them… 😉
- Handout Page 13 – guidelines for upset customers
- Nonverbal Communication Checklist – page 15
- T stance, keep head upright, be aware of your head nodding yes OR now, shoulder-out shows disengagement
- Watch your eyes – don’t stare
- Watch your hands – keep them to your side, not the ‘fig leaf’
- Most policies are for the staff, not the customers!
Platinum Rule : Do Unto Others As They Want You To Do
Wrote the Deadbeat about obituary writers.
Wrote This Book is Overdue – during her research for the book, she realized that Libraries were in a state of flux. Saw that libraries were learning how to use technology resources to help patrons.
Idea for those of us who are out of synch: build a place where you can read, watch and grow. Learn, pull yourself up by your bootstraps, tech workshops, storytimes…already built, stocked, staffed and used.
Libraries are still needed.
Leadership in the library world:
- UK – 400 libraries were suppose to be closed, so the patrons checked out all of the books, emptying the shelves. That outpouring lead to reinstatement of those libraries.
- Our world involves being On a plane with four devices and putting all our family photos are on Facebook (who then owns them) and we’ve given sites like Amazon.com permission to read our books over our shoulders — so we need savvy information professionals to help us navigate in this world. All of this ends up in librarian’s laps – the devices, the ebooks, the online forms from the IRS…
- The EU will have a universal phone charger. Collaboration can happen!
- Why aren’t libraries mentioned in economic recovery programs? Why are trained professionals being taken advantage of? Where else are children taken as seriously as adults? Where can you go to hear author talks for free?
- People aren’t enemies of libraries, but are insulated from the library. They buy what the need – books, computer tech – they don’t use the library the way the less-insulated folks use it.
- If you can get them into the doors of the library, the library will sell itself. Focus on the non-users. People who haven’t darkened the door since college.
- New Hampshire libraries with heat during a blizzard opened doors until 11 pm. Used social networking to advertise. Non-users noticed: computers, nice atmosphere, electricity for charging, entertaining children. Ended up this was very good for their funding!
- Libraries don’t just have to be about book. Collection of guitars, collection of gadgets,green device that determines electrical pull (shared resources in Portland), cake pans (GO JEANETTE), publicity can come from these odd collections…and fill a different need (aside from books).
- Therapy dog (GO DIANA/MELINDA) – you can check him out for 1/2 hour.
- David Farrio – follow up with (now the US archivist). At first there were no social networking initiatives, so he told staff – every idea you have, implement it. Just Go Do It. ‘Assume yes until I say now, we have a lot of catching up to do.’ Archives.gov.
- Without Strong Librarians, they are just buildings full of stuff. Local librarians who helped her, read to her children, who say hi by name and know her personally. they are the ones she loves the most.
If We Build It, Will They Come? Novel Approaches to Collecting and Supporting Digital Library Content: Community Contributed Digital Content
Trish Pierson, Digial Collections Librarian and Alan from South Dakota
Butte-Silver Bow Public Library, Butte, MT
- Community Contributed Content? How to collect content…
- community members create and/or enhance digital content
- Shift in digital content and expectations: 24/7 services and Interaction with content: Facebook, Flickr, YouTube – interact and engage with the content
- Leads to involvement with a new online community
Examples of Enhancement of Library/Organization-added Content:
- Addressing History: addressinghistory.edina.ac.uk/
- The Addressing History is a website and API which combines data from digitised historical Scottish Post Office Directories (PODs) with contemporaneous historical maps.
- Chicago Underground Library: http://underground-library.org/
- Galaxy Zoo: http://www.galaxyzoo.org
- If you’re quick, you may even be the first person in history to see each of the galaxies you’re asked to classify.
Examples of Community-added Content:
Butte Neighborhoods (Trish’s project)
- Mining community with the huge Berkley Pit (superfund site)
- Ethnic neighborhoods – Irish, Finish, etc. used to be where the Pit is now.
- Butte Digital Image Project – mtmemory.org/cdm4/browse.php?CISOROOT=%2Fp15018coll29
- books, pamphlets, photos via Grant in collaboration with State Library and Historical Society
- Add story to the Description – people like to read the story of the photos
Butte Historic Image Collection on Flickr (buttepubliclibrary)
- Along side mtmemory.org site and drives traffic to the Digital Image Project
- Groups – Men in Montana, Mining in Montana, Schools, Meaderville (sunken neighborhoods)
- Local museum of Mining has photos (sans info) that they rescued
- Help save the historical documents
Trish was approached by a gentleman who wanted to scan his content and photos from the now-sunk neighborhoods, but not relinquish ownership.
How do we do it???
- Copyright and Permissions
- Professional photographs own copyright of their photos – can’t post those
- Permissions for use (borrower her form) (work in progress)
- sign off on the use of someone’s private photos
- wording is to cover digital rights – owner shouldn’t have to give up digital rights
Perils and Pitfalls (and navigating through them)
- Potential Issues
- Space needs are minimal – computer and a scanner
- Grant funding for salary and equipment
- Equipment: flatbed scanner
- Use State’s guidelines and mtmemory
- Portable scanners to check out – owned by MT State Library
- Catalog the digital file? Yes, create metadata for mtmemory project, you can catalog on OCLC or crosswalk dublin core into worldcat
- Flickr site is less technical, but provide links to mt memory and catalog records
- image licensing? reuse? creative commons? Images out of books are open, some scanned are under copyright, give note to copy/use with permission of the owner
- Monitoring or filtering of contributions? Depends on the site. Monitored sites – moderated
- Some sites require training of volunteers / vetting of contributors
- Review Flickr site regularly to remove random comments and spam ads
- Haven’t advertised this outside the grant yet, so not a lot of non-historic content yet
- Post funding, what happens to Trish?? Continuing to apply for grant funding.
- WOOT! She’s heard of kete in NZ
- Flickr site drives catalog, website – 2nd or 3rd highest. Pulls people in to look at the site and project sites.
- TO DO: Why doesn’t ksmemory have a Flickr site (or do they?)
- Diaries or just photos? No diaries owned in the library yet. Pamphlets and books owned by the library.
- Stories that go to the photos enhance the value. What’s the easiest way to get the stories in with the photos? Flickr Group allows people to scan their own photos and share story there.
- With Great War site – (online presentations) – Choose from Flickr to add back to a local database/web site
- Do people post copyrighted photos? When people add content to Flickr, they have to take responsibility of the copyright.
- Collaborate with students? Provide this as a place for history students to post their projects.
- Open up a ‘Scan Day’ – classes to help with scanning into flickr (service projects)
- One library using old scanners to scan photos from yearbooks – teens doing it!
- Put kid’s oral history project with photos on Flickr (volunteers) – Add audiofiles to mtmemory
- Students look for photos/timeline – both mtmemory and flickr account – share with schools! Advertise.
Alan’s portion – University of South Dakota
- Building it is not enough
- Content as Bait, Efforts of fishing and waiting for nibbles…but lets find different kinds of bait (hehe)
- Value-added approach – not just the content itself
Four elements: Creating | Linking | Marketing | Maintenance and Refinement
- Creating and Linking can be done for very low cost, but all four elements have high people costs – time consuming
- Where can we get the devotion of time? volunteers? students? teens? library members?
Combine online material with instructions – lesson plans, ex. Hudson River Valley Project Lesson Plans
- Combine Web sites – URLS – Be the one to create additional/complementary content
- howtosmile.org – Digital library is a bunch of activities rather than images (School librarian?)
- National sciences digital library – K-12 –
- Instructional Architect – overlay to national sciences digital library – create an account and use this as a virtual workspace – the Linking Component
Types of Value Added Content
- Louisana State Museum includes calendar, K-12/Teachers, Adults, volunteers. Start with “how to use this resource” then more PDF lesson plans. Direct link to the resource, plus browsing crumbles
- Eastern North Carolina Digital Library includes images and audio files/podcasts.
- Ken Burns – great example of someone who benefits from digital libraries.
- Ken Burns effect – takes a static image and gives it motion and activity.
- Bed key example – description, story, lesson plan focused on images of artifacts/objects.
- Use these as starting point for exploration, writing assignments, etc.
- Have a digital library with artificts, enhance with short mp3 stories about the artifact from the community
- GIVE LIFE to ordinary objects
- International Childrnes Digital Library
- Teacher training manual – contains activities, lessons and suggestions on how to make use of the content
- Iowa Digital Library
- Picturing Local History lesson plan including standards covered by the plan.
- Encourage students to look at a photo of Main street and see how it’s same/different now
- Plan a historic tour of the community to describe specific locations, for example
Creating value added content
- Minnesota Reflections – metadata includes address information in title of photo
- Lesson plan – have students re-create the photo from the digital library, then upload to Flickr and create metadata.
- Get photos from the community – then ask for feedback, stories, memories from community. Then add those to the library. Takes time.
- Collaborate with Chamber of Commerce to record community as it is now? Tour stored on the Digital Library. Outsiders using your digital library
- Dorm room photos – what can we do with the photo? What artifacts are in the picture? Flashcard example – use with children.
- Teach children digital libraries at an early age. Include in storytime? Summer reading?
- Use Digital library as PROMPTS for CREATIVITY – writing assignments – compare/contrast your dormroom photo with historic photo.
- Butte’s Flickr collection
- Clear Rights information provided and Permission information added
- Add map information
- Comments and questions – answer provided by a community member via Facebook
- Flickr and Facebook can be linked
- Pull from community memory/institutional memory (Friends of the Library??)
- Layer content
- Description Worksheet
- Describe library – scope and kinds of objects
- Primary audience?
- What kind of users do we wish to attract?
- Creating Value Added Content worksheet
- content or objects > primary audience > secondary audience > desired goal > time available > activity type > digital objects connected to the activity > additional external materials needed
- LibGuides and Digital Libraries
- Digital Library of South Dakota
- A Civil War Diary – Transcription of copper plate diary. Used libguide to make it a civil war diary project site. Includes direct link to content, lesson plans (one on marching) for different grade levels and option to submit your own lesson plan
- Facebook and Digital Libraries – Digital Library of the Caribbean
- Open site, so you have to diligently maintain
- Need a way to create links – connect users to the content
- Blogspot – Boston Public Library
- Includes twitter link
- Add stories and other marketing tools
- Blog of the Digital NLS
- Low cost
- Highlight parts of the collection
- Find Partnerships
- Teachers to use the site?
- Chamber of commerce and/or local Realtor?
- Integrate with library programming