Grace A. Dow Memorial Library

Strategic Plan, 2003-2006

The Grace A. Dow Memorial Library Planning Process was developed to determine areas of focus to advance library service to a new level, meeting the lifelong informational, educational and cultural needs of our public. The areas of focus identified would be addressed over a three-year time frame.

A Steering Committee was formed to review the strengths, weaknesses, opportunities and threats external and internal to the library operations. The committee was composed of Board members, library administrators, library supervisors, a reference librarian and a library assistant. Four areas of focus were identified: technology, public relations, outreach, and customer service. The committee agreed that short term planning would concentrate on technology and customer service.

Technology and Customer Service Excellence

The following describes the two primary areas of focus and the elements that impact the direction of the implementation.

Technology Excellence. The Grace A. Dow Memorial Library will provide technology that will meet our publics’ needs via ease of use and access, proven reliability, and a trained and supportive staff.

The desired outcome is a technology plan and process for upgrades to the plan. Steps to the outcome should include:

• Definition of the Needs

o Determine what meets the public needs

• Identify “state of the art” services
• Explore what’s new, “on the horizon,” and its value to the public
• Definition of Resources
• Determine the level of the current technology offered at the library
• Explore the avenues to enhance the current technology
• Consider the impact of public needs on the relationship to available resources
• Create the Plan

o Plan for staff training to ensure a knowledgeable staff

o Develop a method to evaluate how new technologies can offer value-added services to our public

o Maintain the efficiency and reliability of the software and hardware

Customer Service Excellence. The Grace A. Dow Memorial Library will enhance service to our public by balancing staff resources to meet the publics’ needs, embracing change, and working to enhance effectiveness.

The desired outcome is to create an environment that addresses how to attain customer excellence. Steps to the outcome should include:

• Benchmarking Programs and Services
• Evaluate programs and services by examining how and why they are offered
• Examine the impact on staff productivity
• Consider budget implications in relationship to the benefits of the programs and services
• Improving Programs and Services
• Address the need for changes in programs and services
• Consider the knowledge, resources, and training required
• Determine the value of programs and services in context of the resources needed to provide them
• Effectiveness of Staff
• Define staff roles in the library to meet the lifelong informational, educational, and cultural needs of our community
• Maintain staff motivation and commitment
• Develop effective methods of internal communication
• Plan for continued reinforcement of customer service excellence

Public relations and outreach were also identified as important areas of focus. Staff will maintain current efforts in these areas. As goals and objectives are developed for the focus areas outlined above, there will be overlap into public relations and outreach.