collaborative technology planning – d203

Collaborative Technology Planning –

D203Tamera LeBeauNorth Natomas Library Branch Supervisor

 Judy HoeflerInformation Technology Supervisor

Sacramento Public LibrarySacramento, CA

Welcome

Can library public services staff and technology staff happily co-exist?

Can they actually learn from each other?

A Little Bit About Us…

Newspapers to real estate to libraries

Student teaching to geography to libraries

The IT allure

The Sacramento Public Library Environment

Central library + 26 branches

900+ PC’s, many printers, and more!

19 self-check stations

Wireless access

IT Planning & Implementation Past

Practice

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

Preferred Method

Building through team planning Include front-line customer

service staff

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?

Sacramento Public Library’s Solution

Changing the direction of inertia

Be careful what you ask for… Formation of the Public

Services – IT team How to get started?

Team Charge

Develop a clear and straightforward team charge

Team Charge

Clarify, clarify, clarify A solid team charge holds

priorities Management support and

a common understandingis vital!

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.

Team Member Selection

Sending out the call for interested applicants

Team Member Selection

Qualifications Statement of

interest Co-chairs can

provide a balanced approach

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

Team Members

Represent a variety of positions, both in public service and in IT

MUST be customer-service oriented

Team Members

Don’t have to be “technology-savvy” but should not be “technology phobic”

Should be willing to learn, work hard, and have fun

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

Next Steps

So you have a team, now what?

Preparing for success Creating team cohesion

through development of a team process

Creating a Framework for Success

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.”

Team Process and Tools

Ground rules Meeting agendas

Team Process and Tools

Meeting minutes Minutes include tasks with

assigned responsibility, and due dates

Project proposal document (more later…)

Creating a Focus

More, more, and more suggestions for projects

IT projects versus Public Services – IT projects

Project proposals

Project Proposal Process

Description of issue and desired outcome

Research and analysis of possible solutions

Beware of “library blinders”

Project Proposal Process

Developing a proposed solution

Making the management presentation

Getting a clear directive

Project Implementation

RFP input Resource requirements Budget outline Implementation timeline Staff training materials /

plan Public relations materials

Successes

Teamwork and accountability Mutual respect and

understanding Tools of the team Reaching out to other

organizations

Projects – Completed & Current

Public Internet configurationPrint managementFine and fee paymentLAN parties for teensOnline reference tools for customers

Cautions and Challenges

Cautions and Challenges

Priorities changing with the wind Research – when is enough, enough? Team motivation – the project that

wouldn’t die!

More cautions & challenges

The overshadowing budget Keeping “everyone”

informed The final decision makers

Public Services – IT Team

Moving On in 2005

Children’s computers Improving reference tools Wireless access

Public Services – IT Team

Keeping Momentum

Motivating the team Celebrating successes Improving, striving

and having fun!

Collaborative Technology Planning

Tamera LeBeau, Branch Managertlebeau@saclibrary.org

Judy Hoefler, IT Supervisorjhoefler@saclibrary.org

Questions?