Going forward!

The info desk at Desert Broom. One desk for the entire building, manned by two staff or more.

So I never heard a word from the Branch Manager at Desert Broom. I'm not going to waste time on why, but I am disappointed. One of the aspects of studying other systems is looking at what services/products they provide (or don't) and asking why. Every library in the country faces tight budget restraints, so the decision process on how the money gets spent is especially critical in the every-evolving landscape of library service that demands being on-trend at the minimum, trend-setting as preferred.

Desert Broom is a small branch in the Phoenix Public Library's (PPL) sixteen branch system. Like most smaller branches in a larger system, it doesn't have all the bells and whistles that are offered in the higher populated urban areas (like the job center) but its facility is sleek, functional and inviting.

PPL uses Polaris 5.0.616 for its ILS Management System and OPAC. This is the same system my employer uses and it appears both have the same features activated. There are no patron based interactive features for book reviews, staff blogs or comments inside the OPAC. Full Displays on items will offer read-alikes, industry reviews, GoodReads and NoveList links and awards written. Very useful, no doubt, but not interactive. I suspect cost is the culprit- to add the feature and then use staff time to moderate the comments. 

PPL does offer an eCard on its website that provides patrons immediate access to all digital resources. My system doesn't do that. I think this is a great feature because there will always be people who cannot get to the library building. In fact, I see expansion of the digital "campus" as an important trend going forward. (Take a peek at what the Denver Public Library has created for teens online.)

Where Desert Broom excels is in its award-winning design. You want to spend time here.

The back patio off the Early Literacy Area.

Still Waiting....

Nine days ago I walked into the beautiful Desert Broom branch of the Phoenix Public Library in hope of getting contact information for the branch administration for the purpose of this assignment. As I stated in my last post, I didn't like doing a cold-call. That staff was quite friendly and the woman helping me remarked that patrons comment frequently about the lack of contact info made available to the public. (So it's not just me.) However, even after I explained who I was, told her about my assignment and that I'd submitted to Ask-A-Librarian for assistance I still had to ask if there was a business card for the Branch Manager (both she and the Assistant Manager weren't in the building). I asked and received.

So I sent a the Branch Manager an email. I did politely mention the Ask-A-Librarian thing and I complimented the staff. I also made a little desert library joke about the rattle snake that was found while I was there (just outside the front entrance).

I'm still waiting for a reply from her.

And yes, I did check my spam, just in case.

Phoenix, like most cities in the U.S., is prepping its 2016/2017 fiscal budget for approval. There are huge proposed cuts to library service and all city departments if a property tax increase isn't approved. (I picked up a fabulous brochure outlining the proposed budget at the library that day.) Perhaps my timing is off, perhaps the fact that I work for another system is an issue. Who knows?

What I do know is that now I feel determined to complete this assignment, very out-of-the-box, since I can't seem to get inside the library.

Is Anyone Out There?

So imagine that you've been  assigned to interview library staff at a library you aren't familiar with.

As your next step you do what anyone else would do and go to the library's website for contact information to set up the interview.

But there is none.

There's an address, hours and directions, beautiful pictures and a super cool website. All you can find is the Call Center number.

So you dig deeper. You can find the Library Advisory Board member names. You can find their meeting minutes. You see no mention of any library staff there, not even the Director's name.

So you dig deeper. Deep into the bowels of the City's web page you find the library page, but again no names are listed and all the links take you back to the library's main page, which has already proved useless.

So you dig deeper. Now you're looking through public minutes of all committees on a giant list. You're looking at City Organizational charts and discover that while there is a box for Library Director, no name is listed. You even do a search on the City page for "Library Director" and all that comes up is a job description from HR.

This is no joke.

So while running errands one day, you are near another branch of this system and physically go in and ask about the lack of contact info and explain your class assignment. The staff is friendly and sympathetic. You query about calling the Call Center, but learn that staff is on desk at the same time as doing their Call Center hour, so that may not be a good idea. It is suggested you do Ask-A- Librarian.

So on March 29, 2016 you submit an Ask-A-Librarian question. You introduce yourself, the assignment and explain that you want to be respectful of staff privacy and safety by not cold-calling the branch.

On March 30, 2016 you get a reply that your information will be forwarded to the branch.

It's important to note that the branch is closed on your two main days off- Sunday and Monday.

Today is April 14, 2016. You still haven't heard a word from the branch. It's a day off for you.

Time for a cold call.

Stay tuned.

I'm back!

Pictured above is the amazingly beautiful Desert Broom Branch of the Phoenix Public Library system. It will be the focus of some new blog posts in the upcoming weeks as I explore what makes this branch tick in terms of technology, programming and patron services in the evolving world of 21st. century libraries. 

Built in 2005, this branch won awards for both environmental excellence and innovation in sustainable design. 

So its pretty, but does that matter more than what's on the inside? 

I'm determined to find out!

Libraries Without Limits: Exploring Alternative Library Models Part 6

I'd like to extend a huge thank you to Executive Director David Court and Head Librarian Colleen Crowley of the Desert Foothills Library for allowing me to come visit and discuss the joys and challenges of library service in the digital age. I enjoyed the fellowship and left feeling affirmed that all libraries are more alike than different, no matter how they're funded.

I'd be remiss however if I failed to extend a thank you to the other staff members and the volunteers I did not meet on my visit. Their hard work behind the scenes is a huge part of why the library and its website are so welcoming and useful. Good library service involves aspects not visible to the patron, like the whirlwind of activity in the backroom as materials come and go. 

I did have the opportunity to meet the volunteers who run the used bookstore Chapter 2 Books and I strongly encourage any book lover to go shop there. Just give yourself plenty of time to browse because it will take a while!

The best part of this assignment is purely selfish on my part because I now have a new library to use and enjoy, mere minutes from my home. 

Libraries Without Limits: Exploring Alternative Library Models Part 5

I have quite a lot to reflect on from my visit with David Court and Colleen Crowley of the Desert Foothills Library. Although this assignment is primarily designed to focus on library technology, my real takeaway is this- digital connectivity is no substitute for in-person human connection.

The real area of interest I had for my interview focused on programing and how the staff at DFLA met the needs of their patron population through creative, cost-effectivie programming options. All three of us, myself, David and Colleen, love technology but we cannot dispute this simple fact- digital technologies have advanced so far that library patrons can opt to have a robust library relationship without ever leaving their homes. Through e-lending, digital downloads like magazine and music, movie streaming and database access, patrons can acquire all the information they desire. 

When I worked at the high school, I wrote a library newsletter for staff with this tagline- Ask not what your library can do for you, but what YOU can do IN your library. Programming is what brings the community in the library and creates the opportunity for people to make greater connections with each other, with new ideas and within the library itself.

As I predicted, Teen programming is the biggest challenge for the staff at DFLA. Teens who drive have jobs, activities and a social calendar that leaves little room for library time. I see this trend in my own system. Like a tough reference search, we just keep attacking teen programming from different angles. This year we hosted a LibCon SciFi/Comic book convention for teens. The event was well-attended enough that we plan to expand it next year.

The other area of challenge at DFLA surprised me because I'd never considered it. DFLA is making a targeted effort to create programming that appeals to men. The library profession is traditionally dominated by women, and often programming attendance is as well. It's so obvious you're almost blind to it. 

The programming surprise of the year was a Cold War film series run through a collaboration with the Paradise Valley Community College history department. The series was not only well attended, it prompted a second upcoming series on World War II. 

This type of responsive programming is a huge benefit of being a stand-alone branch where all decisions are site-based. In my own system, programming is planned months in advance and not designed to respond well to trends or hot topics. I have yet to see a sudden add-on event. The flexibility DFLA has to create or retool events in the moment deepens the community connection it has with patrons. 

The goal of any library is to serve its patrons with outstanding resources, support and programming. The Cave Creek community is fortunate to have such a branch in its city limits. All libraries have limits on funding that affect staffing, hours and collection development. To that end, Desert Foothills Library is truly a library without limits because of its commitment to honoring the best of everything a library can do for and with its community. 

Libraries Without Limits: Exploring Alternative Library Models Part 4

I had a fantastic afternoon at the Desert Foothills Library interviewing Executive Director David Court and Head Librarian Colleen Crowley. We had a lively discussion that included many common practices, challenges and delights between DFLA and my own employer, the bigger, five branch Scottsdale Public Library. It is exactly this feeling of community that makes library service so enjoyable. Not only did I get some good ideas for consideration in my own branch, I had a few tips to share as well. We were so busy talking, I neglected to take any pictures, so I apologize for using the few that are available on the website, they do not do the building justice. Located a top a hill, I didn't want to get of my car because the view of the desert and mountains was so spectacular.

DFLA is a small community library with a large number of services. From a technology standpoint, it has about 20 public use computers designated for adult, teen and youth use. The annual technology budget is less than 3% of the total budget. The paid staff (11 people to over 125 volunteers) have learned to troubleshoot on a variety of common IT problems; updates, rebooting routers and navigating Office. Without a dedicated IT department, they have administrator permissions to solve most issues customers encounter while using library devices. On the staff side, they are grouped according to a designated area- databases, Polaris (OPAC) and the website. If something significant goes wrong, they call for service, which is built into the budget.

Technology programing is a priority and is well attended. Ms. Crowley, who has been with the branch for almost a year, has included youth in the technology programing area to great success with programs like Minecraft Camp. On the horizon is a new program on Internet Security designed to teach customers how to better project themselves online. Great idea!

We shared some challenges about e-books, e-readers and the learning gap required to get customers up to speed with e-lending. Given the number of devices and operating systems out there, it's difficult for staff to keep up with mastering all the variables. Like a bigger library, DFLA sees a high amount of walk-in traffic with e-book questions that can consume a large amount of staff time.  No matter the size of the library, finding the right balance of staffing or time staff should spend on certain services is  not an exact science.

At this point in time DFLA does not offer any assistive technologies. The building is ADA compliant of course. Part of this is due to funding and the other is a lack of demand, at this time.

The technology wish list surprised me a bit. Program Manager Dereth Dehaan would like event registration software as all reservations are done by hand- call in or walk-in. Executive Director Court would like Office 365 to better streamline Outlook for staff. Budget limits hold them back.

DFLA is a non-profit branch. 40% of the annual budget comes from Donor card holders- the minimum being $40 a year. These card holders have a few more privileges over free card holders, such as reserving books and double the amount of checkouts allowed. Some of the programs have fees and the library takes advantage of funds from the Library Assistance Program from the Maricopa County Library District. It also hosts the biggest most fantastic library used bookstore I have seen- Chapter 2 Books- which provides about 25% of annual funding.  The branch has been able to meet its funding goals each year thus far, which demonstrates not only its value in the community but the skill of the staff and volunteers to maximize all revenue sources and prioritize the budget effectively.

This is all bookstore for shopping!

In most ways DFLA looks and feels exactly like any library. It's welcoming, people are working quietly, expect for the Youth area, where small voices can be heard. It's a library that is used and is enjoyed and reflects the needs and personality of the patrons it serves in a manner that is not always possible in a bigger system where branding and design continuity are important. I saw personal touches throughout the space like a hand-done bulletin board in the Youth area and the display from a local photography contest. 

Circulation numbers are up for both print and digital materials, a trend I believe will become the norm. Print collections are smaller these days, but are being better used through efficient weeding and creative collection development. 

This is a library I could spend hours in. I became a donating member and plan to use it for both materials and programing in the future.