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People are not an annoyance

People are not an annoyance. Northern Libraries Conference & Workshops October 10, 2012 La Ronge , SK Julie McKenna, Deputy Library Director, RPL. People are not an annoyance. Northern Libraries Conference & Workshops October 10, 2012 La Ronge , SK

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People are not an annoyance

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  1. People are not an annoyance Northern Libraries Conference & Workshops October 10, 2012 La Ronge, SK Julie McKenna, Deputy Library Director, RPL

  2. People are not an annoyance Northern Libraries Conference & Workshops October 10, 2012 La Ronge, SK Julie McKenna, Deputy Library Director, RPL

  3. The Values and Valueof the Public Library Northern Libraries Conference & Workshops October 10, 2012 La Ronge, SK Julie McKenna, Deputy Library Director, RPL

  4. “library” means an information centre that: • contains a collection of materials organized to provide physical, bibliographic and intellectual access to knowledge; and • has a staff that is trained to provide services and programs related to the information needs of its clientele; • and includes branch libraries, bookmobiles and book deposits established or used in connection with a library; Saskatchewan Public Libraries Act, 1996

  5. Libraries serve humanity

  6. Ranganathan’s 5 Laws • Books are for use • Every reader his [or her] book • Every book its reader • Save the time of the reader • The Library is a growing organism S. R. Ranganathan, Five laws of library science, 1931

  7. Ranganathan’s 5 Laws, 2.0 • Media are for use • Every patron his information • Every medium its user • Save the time of the patron • The Library is a growing organism Carol Simpson’s (2008) edition of S. R. Ranganathan, Five laws of library science, 1931

  8. Our Values Democracy Intellectual Freedom Equity of Access Privacy Michael Gorman, Our Enduring Values, 2000 • Stewardship • Service • Rationalism • Literacy & Learning

  9. Equity of Access For all people for • Personal development • Education • Cultural enrichment • Leisure • Economic activity • Informed participation in and enhancement of democracy

  10. Canadian Charter of Rights & Freedoms Everyone has the following fundamental freedoms: • freedom of conscience and religion; • freedom of thought, belief, opinion and expression, including freedom of the press and other media of communication; • freedom of peaceful assembly; and • freedom of association.

  11. "Protecting user privacy and confidentiality is necessary for intellectual freedom and fundamental to the ethics and practice of librarianship.“ ALA Code of Ethics

  12. ...protect the privacy and dignity of library users and staff. CLA Code of Ethics Position Statement, 1976

  13. Privacy 76 No librarian or other employee of a public library shall disclose any information concerning any patron, or patron record, of the public library obtained in the course of performing his or her duties, except: • for the purposes for which the information was provided or obtained; or • with the consent of the patron. Saskatchewan Public Libraries Act, 1996

  14. Impact • May be wide ranging: large groups of stakeholders: library staff, library users, local government officials, local community groups, or; • May have a focus on only one group of stakeholders; and • Can be in a range of effect from superficial to life-changing.

  15. Outcomes - Individual: Changes induced in • behaviour, • knowledge, • skills, • attitudes, • life situation, or • social status of the individual

  16. Potential Societal Impacts • Fostering a sense of local identity and community (Fitch and Warner, 1999) • Helping people connect (Linley and Usherwood, 1996) • Providing a non-threatening environment in which to access and use information (Coalter, 2001) • Building community cohesion (Harris and Dudley, 2005)

  17. Outcomes & ImpactsSetting & Measuring • A toolkit for outcome-based evaluations of public library services, Vancouver Public Library & SPARC BC http://www.vpl.ca/images/uploads/file/pdf/Outcomes_Based_Evaluation_Toolkit.pdf • Outcomes Toolkit Version 2.0, IBEC, University of Washington http://ibec.ischool.washington.edu/static/ibeccat.aspx@subcat=outcome%20toolkit&cat=tools%20and%20resources.htm • Canadian Urban Libraries Council Social Inclusion Audit & Toolkit http://www.culc.ca/research/sia/

  18. "Literacy, education and my local library helped me re-shape my life." At the age of 15, in 1983, I put down my two guns and my gang colours for a guitar.I was able to put my life back on track mainly thanks to a local community public library. Dr. Anthony Hutchinson, CC, GA, BSc, BSW, MSW, PhD

  19. When people are an annoyance

  20. When people are an annoyance • What is bothering me? Why? • What assumptions have I made? • Does the annoyance reflect a deeper conflict?

  21. Describe your actions when you: • Assert yourself in your role • Are compassionate, listen, guide & outline expectations • Are watchful for escalation • Accept that which you cannot change in the other person • Realize that you need to see your boss, your counselor or a doctor

  22. “People and their managers are working so hard to be sure things are done right, that they hardly have time to decide if they are doing the right things.” Stephen R. Covey

  23. PLA Results Series

  24. PLA Results Series – all in SILS Nelson, Sandra.  Strategic Planning for Results.  Chicago: American Library Association, 2008. Bryan, Cheryl. Managing Facilities for Results: Optimizing Space for Services. Chicago: American Library Association, 2007. Goodrich, Jeanne, and Paula M. Singer. Human resources for results : the right person for the right job. Chicago : American Library Association, 2007. Rubin, Rhea Joyce. Demonstrating Results: Using Outcome Measurement in Your Library. Chicago: American Library Association, 2006. Mayo, Diane. Technology for Results: Developing Service-Based Plans. Chicago: American Library Association, 2005. Nelson, Sandra and June Garcia.  Creating Policies for Results: From Chaos to Clarity.   Chicago: American Library Association, 2003. Nelson, Sandra, Diane Mayo, and Ellen Altman.  Managing for Results: Effective Resource Allocation for Public Libraries.  Chicago: American Library Association, 2000.

  25. PLA Service Responses, 2007 • http://www.ala.org/pla/onlinelearning/workbooks • http://www.ci.belton.tx.us/DocumentView.aspx?DID=518 • Demands a local focus • Help local library planners identify the many possibilities that exist for matching their services to the unique needs of their communities • Provide suggested measures that can be used to evaluate services in priority areas

  26. Excellence • Must be defined locally. • Is the result of providing library services that match community needs, interests, and priorities. • Does not require unlimited resources. • Occurs when available resources are allocated in ways that support library & community priorities.

  27. RPL Service Responses • Visit a Comfortable Place • Satisfy Curiosity • Stimulate Imagination • Create Young Readers Public Library Association, Service Responses 2007

  28. Big Ideas • We know that the customer service we deliver meets expectations. • We know that we are connecting people with the reading material and information that they need and desire. • We know we are a place that people want to visit again and again. What do I need to do to make this happen?

  29. Discover the Opportunities • Brainstorm (with partners if it helps) • Take questions to the community and listen • Test a few ideas with the community • Design some new programs and initiatives • Pilot and test these • Assess your results • Get community feedback • Celebrate!

  30. One new perception,One fresh thought,One act of surrender,One change of heart,One leap of faith,Can change your life forever. Robert Holden

  31. Success Completing Your Goal 10% if you hear an idea 25% if you decide to do it 40% if you decide when you are going to do it 50% if you plan how you are going to do it 65% if you tell someone you are going to do it 95% if you set up a time to report back to that person on how you did American Society of Training & Development

  32. "You can either take action or wait for a miracle to happen. Miracles are great but they are unpredictable." Peter Drucker

  33. “There will only be successful libraries in the future, because if libraries are not successful, they will cease to exist.” Michael Gorman & Walt Crawford, Future Libraries: Dreams, Madness & Reality

  34. Thank you for listening, asking great questions, & for all you do to serve your community!

  35. Julie McKenna Deputy Library Director, Regina Public Library t. 306.777.6074 306.539.6203 e. jmckenna@reginalibrary.ca LinkedIn: http://ca.linkedin.com/pub/julie-mckenna/3/730/668 Skype:  julie.mckenna64 Twitter:juliemckenna Facebook:facebook.com/juliemck

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