All Aboard! Creating a Service Matrix for Mobile Library Services.
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Transcript of All Aboard! Creating a Service Matrix for Mobile Library Services.
All Aboard!Creating a Service Matrix for Mobile Library Services
Arapahoe Library District
Cindy McFadden, MLIS
Coordinator/Supervisor Outreach Services
Arapahoe Library District
Centennial, Colorado
What Put us in this Position?
• Strategic Plan Tactic for a 2-vehicle service
model• Bookmobile taken off the road• New OBS bookmobile ordered• Delivery expected in February 2010 • Where will we go and who will we serve?
Looking for Best Practices
• Review of professional literature • Talking to our peers in the industry
Building a Schedule Leads to Building a Matrix
Request for proposal (RFP) process for choosing the right bookmobile vendor Could this work for choosing the right bookmobile stops and hours?• Objective, fact-based• Could have multiple criteria• An official "scoring system" helps validate "gut instinct"
and staff experience• Can save money or resources• Can get us to a better product
How Did We Build It?
• Determining our priorities for criteria • Flow Chart• Associating conditions with the chosen criteria• 'Hard' data vs. 'soft' data • Scoring the criteria
Construction Phase II
• Setting up the scoring system• Criteria are weighted equally with each other• Conditions are assigned percentages • rank x weight x factor = score • Criteria Evaluation
Construction Phase III: Scoring the Sites
• Assigning scores to actual sites• Sample of the populated Matrix
Range of Service
• Determining the range of scores for service• Levels of service• Levels of Service--Visual• Service Levels
Activity: Creating Your Own Matrix
Practice Matrix
Outcomes: From Theory to Practice
• How is it working?• Lessons learned
Continuing Service Matrix
• October 2010: 6 month evaluation of service • Kept all other content for matrix • Added Site Condition and Use criterias
RESULTS:• Ended two stops• Lengthened service at two stops• Added two additional stops in Glendale for twice a week
service
Selected Bibliography ALA Office for Literacy and Outreach Services.Handbook for Mobile Library Services Staff. http://www.ala.org/ala/aboutala/offices/olos/bookmobiles/Mobile_Services_Handbook.pdf. Accessed 8/17/2010 Clements, Angela. On the Move with the TCPL Mobile Library: What it Takes to keep rolling. Indiana Libraries. 27 no1 26-32. 2008. Dixon, Ann R. Feasibility and Options in Bookmobiles and Mobile Libraries in Rural Areas: A Case Study Approach Using Alaska's Experience. Bookmobile and Outreach Services. 9 no 2 17-58. 2006. Murray, K., et. al., Give the mobile service a fresh start – tell us where to stop. Library & Information Update (March 2010) p. 34-6. Osborne, Robin, ed. From Outreach to Equity: Innovative Models of Library Policy and Practice. 2004. American Library Association. Chicago. Smallwood, Carol. Ed. Librarians as community partners: an outreach handbook. Chicago: American Library Association. 2010.
Service Matrix, 2/2010
Working Service Matrix, 10/2010
Contact Information
Cindy McFaddenArapahoe Library District
5955 S. Holly St. Centennial, CO 80121
www.arapahoelibraries.org
