David Singleton, Charlotte Mecklenburg LibraryJulie Walker, Georgia Public Library Service

Metrolina Library Association Conference June 2014

Secrets for Leading in the New Normal

Changes in society

People love libraries

Perceptions of Libraries 2013National (Pew Study) 2013

Mecklenburg County 2013

Public libraries important to the community

91% 97%Public libraries important to them and their families

76% 86%

Free access to computers & Internet important

77% 91%

5

How Libraries Stack Up

How confident?

How important?Library to community

63 28

But are they coming through the doors?

7

Reductions for Non-Mandated Services

Reductions in hours, staffing,

and collections

Reduced public access

Reduction in public perceptio

n of library value/

relevance

Cost of Library Services

8

FY09 FY10 FY11 FY12 FY13 $-

$0.05 $0.10 $0.15 $0.20 $0.25 $0.30 $0.28 $0.25

$0.17 $0.19 $0.20

Chart Title

Per Day Costs

*Per day costs of Library Services Based on Mecklenburg County Taxable Parcels

ROI Study: Broad Benefits

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ROI Study conducted by UNC Charlotte Urban Institute

Charlotte Mecklenburg Library returns $4.57 in direct benefits for every $1.00 invested from all sources.

Libraries Change Lives!

(Don’t they?)

How do you know when your organization is successful?

Traditional Measures (what we do)

Checkouts/circulationProgram attendanceReference transactionsRegistered users

Outcomes (the difference we make)Young children prepared to succeed in

kindergartenChildren and teens succeeding in schoolA more literate communityResidents proficient with computer skillsAdults getting jobs

So why change what we measure?

Articulate relevance in the 21st centuryArticulate value/impact to communityArticulate value/impact to fundersCompetitive funding advantage

If you always do what you always did, you will

always get what you always got.

--Albert Einstein

Planned work/ activities

Intended results

Outcome = Change in behavior, attitude, skill, knowledge, or status as a result of intentional actions

Outcome Measures

Answers the question “So what?”Help define value

– What is the value of what we are measuring?– Is there a benefit to what we are putting into it?– What value do we bring to the community?

Help demonstrate that resources are producing results

Outcome Measure Example

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97% of parents/caregivers attending pre-school programs reported that they are better prepared to develop pre-reading skills in their children

Overview of the Outcome Based Evaluation Process

21st Century Library

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Flexible spacesInnovations in self service/convenienceAnticipating needs of customersForeign language servicesSocial media as a customer touch pointLibraries as ‘place’Libraries as innovation labs

Organizational Excellence/ Sustainability

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Human capital (staff and volunteers)LeadershipFocusProcess improvementFlexibility of staff/cross-trainingChange management

Where does your library fit in today’s world?Do people come to us, or do we go to

people?Access any time, anywhere, any deviceNew media is the new neighborhoodWe share the stage with amateur expertsAre we a trusted node in the social

network?Lee Rainie, Pew Internet & American Life

Project

What must a 21st century leader do?Align people around the organization’s

mission and valuesEmpower leaders at all levelsServe. Provide customers with superior

valueCollaborate, internally and externally

Five Practices of Progressive LeadersModel the wayInspire a shared visionChallenge the processEnable others to actEncourage the heart

--Kouzes and Posner

The Stages of ChangeStageOne

StageTwo

StageThree

StageFour

Confusion

AngerTesting

Balancing

Activ

ePa

ssiv

e

Stability Time Stages - CAPSPhases - Italics

SHOCKDEFENSIVE

RETREATACKNOW-

LEDGEMENT ACCEPTANCE

Self Awareness—Johari Window

How can libraries thrive?Connect with community needsContribute uniqueness Act effectively, pursuing clearly-understood

priorities and goalsEmpower staff at every levelCollaborate with othersBe resilient…today, more than everEmbrace changeStay groundedTell your story!

The best way to predict the future is to invent it.

--Alan Kay

Questions?

dsingleton@cmlibrary.org jwalker@georgialibraries.org