The Sacramento Public Library Environment. Central library

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Collaborative Technology Planning D203

• Tamera LeBeau
• North Natomas Library Branch Supervisor
•  
• Judy Hoefler
• Information Technology Supervisor
• Sacramento Public Library
• Sacramento, CA

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Welcome

• Can library public services staff and technology
  staff happily co-exist?
• Can they actually learn from each other?

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A Little Bit About Us

• Newspapers to real estate to libraries
• Student teaching to geography to libraries
• The IT allure

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The Sacramento Public Library Environment

• Central library 26 branches
• 900 PCs, many printers, and more!
• 19 self-check stations
• Wireless access

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IT Planning Implementation Past Practice
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IT Planning Implementation Past Practice

• Purchases based on IT work flow
• Impulse solutions for quick fixes
• Decisions made without front-line staff
• Inadequate training of public and staff
• Unrealistic timelines

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Preferred Method

• Building through team planning
• Include front-line customer service staff

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New Focus is Customer-Centric

• What services do our customers want?
• How can technology provide those services
  directly?
• How can technology assist front-line staff in
  better providing those services?

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Sacramento Public Librarys Solution

• Changing the direction of inertia
• Be careful what you ask for
• Formation of the Public Services IT team
• How to get started?

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Team Charge

• Develop a clear and straightforward team charge

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Team Charge

• Clarify, clarify, clarify
• A solid team charge holds priorities
• Management support anda common understandingis
  vital!

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Our Team Charge

• Improve the delivery of information and other
  library services to the public through the use of
  technology by developing and implementing
  self-service delivery models that enable
  customers to access the library and its resources
  wherever and however they want.

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Team Member Selection

• Sending out the call for interested applicants

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Team Member Selection

• Qualifications
• Statement of interest
• Co-chairs can provide a balanced approach

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Co-chairs

• Focus on implementing a project, but can also
  think big picture
• Are willing to listen while leading
• Are willing to compromise when necessary
• Are eager to learn
• Have a strong customer-service ethic

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Team Members

• Represent a variety of positions, both in public
  service and in IT
• MUST be customer-service oriented

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Team Members

• Dont have to be technology-savvy but should
  not be technology phobic
• Should be willing to learn, work hard, and have
  fun

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Consultants New Members

• Additional staff members provide expert advice
  in particular areas of a project
• Some members may be rotated as responsibilities
  and work locations change
• A clear team charge will make transitions easier

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Next Steps

• So you have a team, now what?
• Preparing for success
• Creating team cohesion through development of a
  team process

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Creating a Framework for Success
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Creating a Framework for Success

• Task Develop a framework by which public
  service projects, activities, and information
  resources requiring IT services are assigned,
  allocated and completed through the involvement
  and participation of support units, needs and
  workflow assessment, cost analysis, product
  evaluation, training, and development of
  promotional materials.

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Team Process and Tools

• Ground rules
• Meeting agendas

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Team Process and Tools

• Meeting minutes
• Minutes include tasks with assigned
  responsibility, and due dates
• Project proposal document (more later)

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Creating a Focus

• More, more, and more suggestions for projects
• IT projects versus Public Services IT
  projects
• Project proposals

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Project Proposal Process

• Description of issue and desired outcome
• Research and analysis of possible solutions
• Beware of library blinders

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Project Proposal Process

• Developing a proposed solution
• Making the management presentation
• Getting a clear directive

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Project Implementation

• RFP input
• Resource requirements
• Budget outline
• Implementation timeline
• Staff training materials / plan
• Public relations materials

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Successes

• Teamwork and accountability
• Mutual respect and understanding
• Tools of the team
• Reaching out to other organizations

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Projects Completed Current

• Public Internet configuration
• Print management
• Fine and fee payment
• LAN parties for teens
• Online reference tools for customers

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Cautions and Challenges
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Cautions and Challenges

• Priorities changing with the wind
• Research when is enough, enough?
• Team motivation the project that wouldnt die!

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More cautions challenges

• The overshadowing budget
• Keeping everyone informed
• The final decision makers

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Public Services IT TeamMoving On in 2005

• Childrens computers
• Improving reference tools
• Wireless access

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Public Services IT TeamKeeping Momentum

• Motivating the team
• Celebrating successes
• Improving, striving and having fun!

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Collaborative Technology Planning

• Questions?

• Tamera LeBeau, Branch Manager
• tlebeau_at_saclibrary.org
• Judy Hoefler, IT Supervisor
• jhoefler_at_saclibrary.org