Strategic Plan
FY 2007 – FY 2011
FINAL ADOPTED JULY 17, 2006
I. Goal: The Library will maintain a high level of service to the community.
A. Objective: The community rates the Library staff as being highly visible and available to serve their needs.
Measure: positive response level of 85% or more on patron survey*
Activities:
1. Develop a concise set of customer service guidelines derived from best current practices. The guidelines will be compiled, introduced to all staff members, included in all future new employee orientation and made available to the public by January, 2007
2. Maintain staffing levels appropriate to the public’s high service expectations. Evaluate staffing levels by department as a part of Library budget preparation each fall, beginning in 2006
3. Evaluate current effectiveness of current telephone system; report on phone system prepared by Spring, 2007
4. Wear an identifying Library badge, with new logo while on duty at the Library by Fall, 2006
B. Objective: The community considers the Library to be providing information and assistance in a manner that is tailored to the needs of the individual user.
Measure: positive response level of 85% or more on patron survey*
Activities:
1. Develop a concise set of customer service guidelines derived from best current practices. The guidelines will be compiled, introduced to all staff members, included in all future new employee orientation and made available to the public by January 2007
2. Issue a recommendation on a “self-check” circulation unit by fall 2006. If proposed and adopted by the Library Board, “self-check” will be installed and operational no later than Summer 2007
3. Implement the State Library – sponsored “virtual reference service” on the Library website by Summer 2006
4. Offer “instant messaging” reference capabilities to the public via the Library web site by January 2007
5. Establish the use of portable wireless PC’s with public service staff as an aid to staff mobility and effectiveness in working with patrons away from “the desk” by Spring 2007
6. Develop user forms for the existing Adult & Youth Services “Personal Reading List” programs by Fall 2006 and implement a new strategy for its promotion during FY 2008
7. Investigate other strategies to enhance public training in use of collections, either in person or electronically. Report on new training options due by FY 2009
8. Implement charge / debit card capabilities for Library patrons by Spring 2007
9. Develop a process to create email “interest groups” and use as a means to promote Library resources and programs. Program implemented by FY 2008
C. Objective: The community considers the Library as being open to new ideas.
Measure: positive response level of 85% or more on community survey*
Activities:
1. Stage an “Ask the Library Director / Trustee” activity in the Library at least twice annually, beginning in FY 2007
2. Develop a weblog for the Library website providing an opportunity to share comments from the public matched with Library staff responses by FY 2008
3. Advertise the availability of citizen comment forms in the building; post responses in the Library and on the Library website by April, 2007
4. Conduct a community survey in FY 2010 - FY 2011
D. Objective: The community rates the Library as having convenient hours of operation and convenient access to Library collections and services.
Measure: positive response level of 85% or more on community survey*
Activities:
1. Conduct a survey that requests information on hours of service in FY 2007
2. Promote the availability of services available remotely at all times through the Library website. Develop promotion plan and present by FY 2008
3. Implement the State Library – sponsored “virtual reference service” on the Library website by Summer 2006
4. Offer “instant messaging” reference capabilities to the public via the Library website by January 2007
5. Investigate alternative delivery methods for materials and services – UPS, mail, etc. - and provide recommendations by FY 2008
6. Investigate provision of enhanced remote access to collections and services: online registration, more database access, downloadable files for audio, etc. Provide recommendations by FY 2008
7. Promote local financial contributions through solicitation for “special” materials not included in Library’s budget. Develop plan by January 2008
8. Conduct a pilot project experimenting with the offer of “extended hours” during the period of high school finals. Proposal prepared by October 2006
E. Objective: The community rates the Library staff as being friendly and approachable.
Measure: positive response level of 85% or more on patron survey*
Activities:
1. Develop a concise set of customer service guidelines derived from best current practices. The guidelines will be compiled, introduced to all staff members, included in all future new employee orientation and made available to the public by January, 2007
2. Develop and install an enhanced information / directional signage system in the building by FY 2008
3. Clarify the existing policy and procedures regarding harassment of staff by members of the public by FY 2007
4. Develop, post and promote a statement on appropriate public behavioral expectations. Statement created and introduction plan developed by Fall 2006
F. Objective: The community considers the Library as a strong provider of relevant local programming.
Measure: positive response level of 85% or more on community survey*
Activities:
1. Collaborate with Glen Ellyn Park District and local schools on program planning. Report to the Board each February on activity over the past year
2. Continue with current communitywide programs – International Festival, Celebrate the Season, and Storytelling Festival, and investigate possibility of beginning others. Report to the Library Board in February of each fiscal year
3. Develop a process to create email “interest groups” and use as a means to promote Library resources and programs. Implement program in FY 2008
II. Goal: the Library will manage its print, A-V and electronic collections effectively.
A. Objective: The community is satisfied with the quality availability of the Library’s collections.
Measure: positive response level of 85% or more on patron survey*
Activities:
1. Develop a more sophisticated analysis of collection use statistics and overall collection development, using community market segment data (Rate and Data Service, Claritas, etc) by FY 2009
2. Provide Library logo icon shortcut, search toolbar and other promotions to bring the Library into the consciousness of the local information seeker via the Internet. Available by FY 2007
3. Install a federated database / catalog search engine on the Library website and catalog page in FY 2007
4. Develop a process to create email “interest groups” and use as a means to promote Library resources and programs. Implement program in FY 2008
5. Investigate re-establishment of iBistro abilities to alert patrons to new materials in selected areas of patron interest via the catalog. Report on investigation by January 2007
6. Investigate potential assistance with high school required reading program. Develop report and recommendation on project by summer 2007
7. Refine and promote the “purchase on demand” concept among Library patrons; include a program for solicitation of private funding for the program. Report on promotion plan in Fall 2007
8. Develop a new promotion of readers’ advisory services available on line - Novelist, What Do I Read Next? etc. - and in-person personal reading advice. Promotional plan developed in FY 2007
9. Attempt to provide remotely downloadable MP3 files compatible for personal iPods for all licensed audio book products. Report on results annually, beginning in Summer 2006
10. Maintain a minimum 5% annual increase in Adult Services and Youth Services materials budgets and a minimum 16% of operating budget devoted to purchase of materials. Report on budget percentages each budget cycle, no later than April of each fiscal year, for the upcoming year’s budget
11. Promote the speed and convenience of the LINC library cooperative, reciprocal borrowing and interlibrary loan. Program to promote unveiled by April 2007
12. Refine specific criteria for evaluation of the relative value to GEPL of print vs. electronic resources with respect to purchase decisions. Criteria statement(s) developed and utilized by Summer 2006
13. Attend a minimum of two continuing education opportunities annually related to collection development, preferably in assigned areas of specialization. Report on results annually, starting in April, 2007
14. Investigate other strategies to enhance public training in use of collections, either in person or electronically. Report on new training options due by FY 2009
15. Provide an “in-library” collection of selected high-cost texts for certain Glenbard West & Glenbard South courses, working with School District 87. Program developed by Fall, 2006
16. Maintain the current schedule of weeding and other collection development activities in both the Adult Services and Youth Services Departments. Review status of all programs annually, beginning in FY 2007
III. Goal: The Library will manage its technology infrastructure effectively.
A. Objective: Library patrons and staff are satisfied with the quality of the Library’s IT infrastructure.
Measures: positive response level of 85% or more on survey*; Increase in public use of wireless access and public access Internet stations to 25% above FY 2006 levels by FY2008; increase of use of subscription databases to 35% above FY 2006 levels by FY 2008
Activities:
1. Attend a minimum of two Information Technology continuing education events annually, beginning in FY 2007
2. Maintain the current schedule for replacement of equipment (workstations, server, and printers) Report on status by January 30 of each year, beginning in FY 2008
3. Encourage and support LINC in evaluating Internet architecture in future years so as to provide appropriate bandwidth to handle the expected more intensive Internet use by staff and patrons. Provide report to the Board on annual activity in January of each fiscal year beginning in FY 2008
IV. Goal: The Library will have a comprehensive facilities plan that provides for flexibility in use of present facilities, and identifies future space needs far enough in advance to allow for appropriate public discussion and funding response.
A. Objective: the Library Board, staff and public are satisfied the Library has a strategy for identifying facilities use issues in time to allow for public discussion and decision-making that is deliberate but timely.
Measure: survey results of 85% satisfaction or better from all groups*
Activities:
1. Conduct an annual Library Trustee tour of facilities each summer, beginning in FY 2007
2. Develop an annual budget proposal that links new activity to space requirements. Prepare companion report with each annual budget proposal, submitted to Facilities Committee, beginning in FY 2008
V. Goal: The Library will be aware of current social, economic cultural and technological trends, and adapt services to meet changing demands.
A. Objective: The community is satisfied the Library is adapting to current trends.
Measure: 85% or more satisfaction level on survey*
Activities:
1. Utilize commercial market segment information on the Glen Ellyn community as a tool to evaluate current and potential programs, services, materials, etc. Present report by FY 2008
2. Continue to develop strategic collaborations with other groups in the community with which we have common concerns and overlapping constituencies – Park District, local elementary and secondary schools, municipal government and others. Schedule at least one meeting (at senior administrative staff and / or board level) with each group listed annually beginning in FY 2009
3. Identify the participation of Library Director, Friends, Foundation and Library Board in local organizations, and leverage their participation into greater awareness of Library in the community. Develop a list of local participation within Board, Library Foundation, Friends and Library Director in FY 2008
4. Encourage community involvement on the part of Library Director, Board, Library Foundation and Friends through an annual awareness program. Program to be implemented in FY 2008
VI. Goal: The Library will sustain on ongoing commitment to marketing to its current and future constituencies
A. Objective: The community rates Library signage as attractive and eye-catching, using common language; library patrons consider the signage inside the building to assist them in using the facility efficiently; the changeable signage brings special information to their attention effectively.
Measure: survey satisfaction response of 85% or greater*
Activities:
1. Develop and install an enhanced information / directional signage system in the building in FY 2008
2. Install “permanent” signage in 20 selected Glen Ellyn institutions (public and private) by FY 2009
3. Report on potential for exterior electronic sign on or near the corner of Prospect and Duane by FY 2008
4. Install directional signage in the Village at strategic locations in FY 2007
B. Objective: 85% of the community is either very satisfied or satisfied with the current services offered by the Library.
Measure: community survey results
Activities:
1. Develop a plan for promoting our documented high level of service by FY 2008
C. Objective: Increase number of articles / mentions of the Library in local news media by 15% over FY 2005 levels by the end of FY 2008.
Measure: newspaper article count
Activities:
1. Purchase “ad” space in local news media. Develop a plan for advertising purchases for implementation in FY 2008 during FY 2007
2. Add additional marketing hours / expertise to the Library in FY 2007
D. Objective: Establish recognition of the Library logo and phrase “Encompassing Your World, Enhancing Your Life” to 75% of Library users.
Measure: 75% positive recognition in survey*
1. Add additional marketing hours / expertise to the Library in FY 2007
2. Display the revised logo and phrase prominently throughout Library’s Centennial celebration in FY 2007 and FY 2008
3. Feature the Library’s centennial logo on Village vehicle stickers in 2007
4. Purchase advertising space in local news media. Develop a plan for advertising purchases for implementation in FY 2008 during FY 2007
5. Develop a redesigned newsletter, to be available by Spring 2006
6. Install directional signage in the Village at strategic locations in FY 2007
7. Install exterior electronic sign on the corner of Prospect and Duane by FY 2009
E. Objective: Library web site is judged to be one of the Library’s primary assets.
Measure: positive Library survey response of 85% or greater
Activities:
1. Mount new Library website by July, 2006
2. Establish a schedule and process for consideration of consistent updating / altering web site by January 2007
3. Develop email “interest groups” and use this as a means to promote Library resources and programs. Develop plan and procedures for implementation by FY 2008
*Surveys to be conducted during FY 2009 and FY 2011
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