LLAMA LOMS Program: Listening to the Customer: Using Assessment
Results to Make a Difference
ALA Annual (Chicago)
Sunday, July 11, 2009
Annie Norman (Delaware Libraries)
3. A Vision for Delaware Libraries
Delaware Libraries will be First in the
Nation
Every Delawarean will have a library card,
and will use it often!
DDL Mission: We help libraries evolve
5. Strategic Planning
Planning for the Future
• Library Services and Technology Act (LSTA) Plan
• Delaware Libraries Master Plan
• Balanced Scorecard Strategy Map
• Delaware Library Customer Segmentation Study, December
2005, Institute for Learning Innovation
• Digitization and Preservation
• Report on Delaware School Libraries 2004, Dr. Ross Todd,
Rutgers University
http://www.state.lib.de.us/For_Libraries/Planning/planning.shtml
6.
7. Purpose
One statewide multitype library catalog -
• To improve library collections and services
• To streamline technology infrastructure
• To obtain economy of scale savings
• To provide convenience for Delawareans
• To enhance support of education and
lifelong learning
8.
9. Purpose of Learning Journeys
• Explore the phenomenon of self-directed
lifelong learning in public library users
• Listen to patron experiences with core
collections and library services in order to
improve them
• Develop “learning organizers” and proactive
library services to support individualized
informal learning
Libraries Spark Inspiration
• Perfect book – generate reading addiction
• Learning path – unlock learning obsession
10. Need for Learning Journeys
• IMLS (Institute for Museum & Library Services)
requires outcome based evaluation;
encourages support for 21st Century Skills
• Lack of this type of study (individualized patron
support for learning) in the literature, most
similar was in 1960s
• Challenge to create programs that purposely
enable Delawareans to develop innate talents
and to be competitive
• Urgency to improve education and US
standing in the global economy
11. Questions
• Which customer segments are most likely to
track their learning/reading?
• What are they tracking now and how?
– What is their motivation, what does it do for them?
• What are their reading/learning paths? Are
libraries meeting their needs?
• What is the actual process of learning on
one’s own?
• How did we become self-directed?
• What additional tools or programs should
libraries develop for the public?
16. Initial Findings - Techniques
• Index cards
• Old date book
• Address book – list by author
• Pocket calendar
• ISBN, synopsis, keeps library slips
• Quote book
• LibraryThing
• Computer spreadsheet
• Database of books I own, who I gave them to, and
books I want
• Spiral bound small notebook
• Yellow legal tablet
17. Initial Findings - Motivations
• Elements out of reading leads to hobbies; to keep things
organized, easier to meet goals
• How many books read in a year, month, time period
• Series completion / series order
• Professional usage
• Noting disliked books and authors
• To avoid rereading books already read
• Helps to retain it, even if not needed afterwards
• Self-directed learning - Like peeling an onion, still not at the bottom
• Like a chain, one thing leads to another
• In addition to pictures, another way to capture life
• Adult education is so rich, K-12 so structured
• Bookpockets / bookcards – “I miss those”
18. Initial Findings – More Motivations
• For ideas to write my own books
• Tracing back how others are influenced
• History of the age I was
• Legacy, self understanding
• Self help during difficult times
• See different interests at different times of life
• What was I thinking when
• What I was like
• In case I ever lose my memory
19. Customer Feedback
• Need NoveList training
• Can library provide list of books I read?
• No. of requests / no. of items limit are
set too low for avid readers
• Catalog searching – have to spell
exactly right
20. Patron Reflections
•“Reading one book leads to endless
digressions and new areas of inquiry”
•“Pleasant synchronicity of all sorts of books
and ideas coalescing over time”
•“Thank you for this…tremendously
supportive…for ideas moving forward”
•“Unleashing…expanding horizons …
reaching way beyond…something I couldn’t
conceive of”
21. Online Tools
• Between The Lines
http://honorefrancois.typepad.com/between_the_lines/
• LibraryThing
http://www.librarything.com/
• Good Reads
http://www.goodreads.com/
• Shelfari
www.shelfari.com
• Guru Lib
http://www.gurulib.com/
22. Growth Chart
Parent Reminders
• Read 4 books per day
• Attend storytime
• Obtain a library card
• Capture favorite
books
23. Reading Portfolio
3 Ring binder for -
• Reading logs – see
reading path over
time
• Certificates
• DE Book Festival
treasure maps
24. Question Journal
Record of curiosity and
discovery, capture:
• Questions
• Context
• Steps to find the
answer
• What did it lead to –
what happened next?