Saying “Yes”Frontline Advocacy at Durham County Library

Getting to “Yes”The Strategic Planning Process

September

June

Search Conference:Community

Helps toCreate theLibrary’sFuture

Friends of the

Library Retreat

Library Board

VisioningSteering

Committee formed

Staff and Community Research Into Best Practices:

Charlotte-Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington

Staff and Community Research Into Best Practices:

Charlotte-Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington

Library Staff

Development Day: Best

Practices Panel

Outcome: A vibrant Durham County Library in 2010 , supported and enjoyed by the entire community

Steering Committee

meets

Wiki is a place to share and learn

Steering Committee

meets

Library Staff

Visioning

InterviewsInterviews

Library Board AdoptsPlan

January

Durham CountyResults-BasedAccountability

Initiative

The Result:

Saying “Yes” to the Community:Durham Builds a Customer-Centered Library

Goal 1: The library is a customer-centered and

welcoming place for the entire Durham community.

Creating the Culture

Customer service includes advocacyCLASS Training (Columbus Metro Library Program)

Customers Leaving Appreciative Satisfied Sold Building skills in

Listening Advocating Informing

Reinforcing the Culture

Empowering staffStaying informedFraming the messageGetting the word out – way outAdvocacy by any other name

Empowering Staff

Decision making involvement Quality Councils

Open door policyDoughnuts with the Director

Staying Informed

Friday UpdateStaff WebStaff newsletterOngoing training

Framing the Message

Talking points at public service points Introducing new procedures Explaining new policies or changes

Getting the Word Out – Way Out

Social media Website Facebook Blog

Community eventsCollaboration with other cultural entities

Programming

Advocacy, Whether You Know It or Not

Every staff interaction with a member of the public spreads a message about the library. Create a culture for positive advocacy – for saying “Yes” by:

Empowering staff Keeping them informed Framing the message Creating opportunities for staff

to get out into the community

Saying “Yes”Frontline Advocacy at Durham County Library