Cross Training

One of our common concerns is the way we move our customers back and forth between desks to answer their questions. For instance, I might come to the circulation desk to check out my items and remember that I forgot to place a hold on a book. Or maybe I'm chatting with the wonderful staff member who's checking me out and we start to talk about an author and the staff person mentions another that I might like, but when I say, could you put that book on hold for me, the staff person says, I can't do that- that desk over there can. Ughh. That doesn't feel good, does it? It doesn't feel good for the customer, either.
I know many of you have concerns about taking on additional roles because you feel like you're already very busy with your assigned responsibilities. Well, a group of circulation specialists got together last week and talked about the possibilities and we think we're ready to try something that will improve our customer service capabilities while respecting the concerns of our staff.
Northside Neighborhood Library is going to be our test site. We're going to host a reference staff member at the circulation desk and do some cross training. Circulation staff will get some training on placing holds and reference staff will get some basic circulation training so they can handle small obstacles to getting the customers' needs fulfilled. We're going to practice how to help customers with a team approach at one desk and see how it all works out. When the terrific staff at Northside gets it perfected, they can help Southwest try the same approach to service. We think it can work and when it does, we know our customers will be delighted.
Alice and Nancy and Tom and Lin will be working on the plan to make it happen. Thanks to all of you for your willingness to stretch your skills to help our customers enjoy the library more every time they visit!

Grant Opportunity- Spread the Word!

Seeking Community Input

Do you smile when you drive past Simmons Library? Do you admire the grandeur of the architecture, the history it represents? Do you love the activities in the park during the summer months? A new grant opportunity exists to add even more programming on the lawns outside our community treasure. The Project for Public Spaces and Red Box have teamed up to offer ”Outside the Box”, a competitive grant to provide 20 communities nationwide $5,000 each to create or enhance a public space for community programming. The first step in the project is to gather community input.

 

We need you!

Join us on Monday, April 28th at 6pm at Southwest Library or Wednesday April 30^th at 6pm at Northside Library to dream with us.

 What community events could we create at Simmons Park with $5,000? Storytelling on the porch with rocking chairs and an old fashioned ice cream social? A Bluegrass concert on the lawn? Reenactment of political stump speeches common at the time Simmons was finished in 1900? You dream it, we’ll write the grant application. RSVP to rpotente@kenosha.lib.wi.us

KPL YouTube Video

If you haven't seen our variety of videos, here's a link to take you to some fine productions. What a fun way to communicate all the great things we do!

Letter to the Editor

Hello, Everyone
I'm about to send this letter off to the Kenosha News. It's a letter that summarizes the results of the Library Impact Survey. The last sentence invites people to visit their library to see how they can help. I thought I'd give you a heads up that the letter is going out, in case someone does ask how they can help. Here's the letter, and a list of the ways to suggest they can help.

Dear Editor:

Recently, the Kenosha Public Library conducted a survey to better understand how our community uses and benefits from free access to computers and the Internet at the library. The library offers 140 computers, wireless Internet, and assistance for all members of our

community. Of the survey respondents who reported visiting the library in the past year, 69% used a public access computer or the library's wireless network during their visits. Highlights from the survey include:

·         26% of public technology users indicated they had used public access technology for employment needs. 19% of users searched for a job online. 14% applied for a job by submitting a resume or filling out an online job application.

·         23% of public technology users used public technology for educational activities. 15% of users completed coursework or homework using public access technology.

·         27% of public technology users used library technology to get information on health and wellness topics. 18% of users reported learning about diet or nutrition; of those, 84% made a change to their diet.

·         31% of public technology users reported using library resources to stay in touch with family and friends and to build and maintain social networks.

·         57% of public access technology users also received help from a librarian when using the computers or Internet at the library. Of those users, 90% have access to the Internet at home, school, or work but still choose to use the library's technology. This shows the library offers critical resources and services even as people increasingly have their own Internet connections and devices.

These are only a few of the impacts from the library's public technology access and training. The future of our community depends on the Kenosha Public Library's ability to sustain the quality technology services that provide opportunities for all people. Let's make sure our library gets the support it needs to make this happen.

Visit the Kenosha Public Library to see how you can help.

Sincerely,

Barbara Brattin
Library Director
(262) 564-6324

Ten ways anyone can help:
1. Use the library! Our use statistics prove our worth to the city. (our budget comes from city tax dollars)  Don't forget we offer online resources from the comfort of home.
2. Donate money. We can always use more money for programs and collections.
3. Volunteer (We'll be creating a volunteer program this summer. If anyone expresses interest, take their name and contact information and include an idea of what they'd like to do. Pass this info on to me.)
4. Join the Friends of the Library. The Friends support our programs by holding two book sales a year and through lobby book and bag sales. Membership costs very little. Even better, work a book sale!
5. Call your Alderman and tell him/ her how important the library is to you.
6. Serve on the Library Board. (We'll have 2 openings in July.)
7. Serve on the Library Foundation Board.
8. Talk up the library in the community. Nothing like word of mouth to promote all the good things we do.
9. Write a Letter to the Editor expressing your appreciation for the library.
10. Invite me to speak at a meeting of your favorite organization. I love to talk :) and I really love to talk about libraries!

Happy National Library Workers' Day!

Hello, Everyone

By now you have received cookies, balloons, and ribboned badges thanking you for your extraordinary service to the Kenosha Community. Thanks to Brandi and Michelle for planning and delivering on their promise to make you feel special today. I wish I could have been there to see your happy faces when they walked through your doors this morning. Instead, I was busy praising you to our new Aldermen during their orientation in Council Chambers.

I talked with the Aldermen about how much you do with the small budget the city supplies, about the number of people walking through our doors, the number of children who attend our programs, about outreach and customer satisfaction. The results of the Library Impact Survey are in, and they tell us that 88% of people who answered the survey say that the technology services we offer to our neighborhoods are very important to the community. Over 90% responded that the technology help they receive at our libraries is helpful. Wow!

I closed with the Aldermen by inviting them to think of us when they are faced with neighborhood revitalization issues. Chicago’s Mayor Daley believed so passionately in the power of the public library that when he wanted to revitalize a neighborhood, he built a library there. We are the community anchors, I told the Aldermen. Think of us when you think of education and job training. That’s what we do.

I hope you are as proud as I am to work in a library and, in particular, this wonderful Kenosha Public Library. Thank you for all you do to brighten people’s days and support their dreams.

Happy National Library Workers’ Day!

Barb

News for the Week

Hello, KPL Staff
Here's news you can use:
 
The UX Team (User Experience) met this week for the first time. The first activity was to start from a sense of appreciation for the great things we do and the great people you all are, so each team member was handed three sticky notes and asked to write down three things KPL does really well. Here is what the team said:

• Programs for kids (( mentioned 5 times!)
• Multiple locations (mentioned 5 times)
• Great collections (mentioned 4 times)
• Reference (mentioned twice)
• Great staff, particularly a strong work ethic, sense of humor, teamwork, relationship with the community, flexibility and customer service focus. (7 mentions)
• Trying to stay up with trends

I want you to know as we move forward with the UX Team, that the group greatly appreciates our strengths and the point of the team is not to criticize, but to build on our amazing strengths. We believe in the wonderful product that is KPL and we want as many people as possible to use this product and make it part of our daily lives. We know libraries change lives. We know a book in someone's hand is better than a book on the shelf. So you will see the UX team working to find ways to do these things better:

• Expand our adult programming (see below for Jill's fresh lineup of offerings underway)
• Expand patron access to new technologies
• Promote all the good things we offer. That means signage and banners on light poles and electronic newsletters and wraps on the bookmobile and delivery vans and most of all, creating public spaces that are comfortable, inviting, and provide a sense of discovery. Walk in the door and see something that intrigues you, something you didn't expect. Feel a sense of comfort and belonging when you enter. Feel like you want to stay forever. Ever notice how little kids cry when they leave the library? I want to create libraries where adults cry when they have to leave (Okay, silently :) )
• Develop our digital branch (MyKPL)
• Encourage out of the box thinking. Your UX Team is anxious to get started. If there's a sign missing for New Books and Laura can create a fast pretty sign, then Laura should be able to do that. (She did!) If Kala thinks having program brochures ready to hand to someone at the circ desk who asks about children's programs is a good idea, then Kala should move a stack of program brochures to a place where she can easily grab a brochure and hand it to a patron, not refer the patron to the children's area. There are things that need supervisor control, there are things that do not need a committee. We need to take the "flexible" staff and bend it further so our customers are getting an incredibly satisfying experience. Have a conversation in your department about what's okay and what's not. Then try something and see how it goes. Just remember to consider anyone else you will affect with the change and get their feedback before you move forward. But don't be afraid to ask and suggest. The best ideas are coming from people who think they have no authority to do anything new.
• Creating community connections. I think we're off to a good start here with the Kingfish and Gateway and Carthage and the women's business initiative. There are a lot of agencies eager to partner with us and we are gladly saying yes.
• Internal Customer Service, Cohesiveness, Shared Visions, cross training to create interest and team spirit, train staff to work outside their silos. There is wonderful energy across all departments toward these goals. In the end, it's up to everyone to step up. This is a team anyone would be proud to work with. Show your pride, put a smile on your face, and meet the community that loves you with the knowledge that you do make a big impact on people's lives everyday!

 
Jill's Amazing Program Partnerships (Give her a high 5 when you see her!)

Continuing once-a-month programs:

• Fantasy/SciFi Book Club – SW, 1^st Mondays (eve) led by Cindy Bryan
• Mystery Lovers Book Club – NS 2^nd Mondays (aft) led by Kristin
• Teen books for adults book discussion series: one title each in June, July and August – SW.  Led by Jill.
• Summer book club – NS(?) 3^rd Wed, using our Book Club in a Bags – June, July, Aug .  Led by Jill. 
• Chess Night at the Library – SW and NS
• One-on-One Genealogy sessions will stop for the summer, but continue in the fall.

Other summer programs:

• Adult Summer Reading Program
• Joe is working on a menu of computer classes
• June 5  Program about the Beatles at SW
• June 7   FantasyFest summer reading program kickoff, with youth services.
• June 14  Fresh, Inc. concert at SW featuring UWParkside students in this special program playing classical pieces.  http://freshincfestival.com
• June 14 Behind-the-Scenes Tour of the Simmons Library – in conjunction with 2^nd Saturday downtown.
• June 14 or 21 – Kenosha Kingfish baseball player program at SW
• June 24  Travelogue on Florence & Pisa at NS
• June 25  Internet privacy and/or safety at SW
• July 15  Mark Moran antiques appraisal at SW
• July 22  Travelogue on Tuscany Hill towns at NS
• Aug 28 Steve Justman plays the music of Pete Seeger at SW

Other fall programs so far:

• JeTaun is cooking up a book club to start in the fall
• Computer classes from Joe
• Sept 13  Make It Kenosha Show at SW
• Sept 18 music program at SW – aiming for a music series on Aug 28, Sep 18 and Oct 23, all Thursdays
• Sept 22-28 Banned Books Week
• Oct 11 National Chess Day at SW
• Oct 23 Kraig Kenning live – music at SW
• Morningstar  Financial Literacy Series webinars June 19, Sept 25, and Dec 11.
• Sometime before the HarborPark Jazz & Blues Festival on Aug 16, “Learn About Jazz” program with a music professor
• In October, we’ll be involved in 2 community undertakings:  UWParkside’s Big Read, which we’ll provide several programs for, and Carthage College’s screening of the film “Following the Ninth”, about Beethoven’s 9^th symphony and its worldwide appeal and influence; we’ll be providing a book discussion (and maybe a program). 
• Speaker or two from local colleges about creative writing in October to get ready for NaNoWriMo (Natl Novel Writing Month, which is November). 
• Community Cinema program (the Independent Lens thing)

Business Programs: News from Jill

The Wisconsin Women’s Business Corp. (WWBIC)

Plans are in the works for the following programs:

Social Media for Your Business 101 – SW – July

Encore Entrepreneurship (over 50 & thinking of starting a business?) – NS – Aug

Exploring Entrepreneurship – aimed at women and minorities.  UPT – Aug

4-part Financial Basics series – SW – last 2 weeks in Sept, first 2 weeks in Oct

And a class or two in Spanish – we’re looking in to that; they likely have someone for this; they’re checking.

 

Wow! That's a lot of activity on our horizon. Awesome job, Jill! I hope you all are as inspired as I am.
Our success is only hampered by our own limiting beliefs. Be good at what you do, be an inspiration for the person working next to you and the community member you meet in our libraries. Kenosha is so lucky to have you working for them! Let's give our community an experience to remember!
Happy weekend!
Barb

 

  

Staff Outing!

We’re going to the ball park!

Come join the party Sunday, July 20^th at the Kenosha Kingfish stadium starting at 4pm. We’ll have a KPL Staff and Family tent with pre-game all you can eat brats, hot dogs, potato salad, and other summer foods, including soda style drinks. Tickets are normally $18 but we’re supplementing tickets so you pay just $10 each, payable to Jen Fait at SW library (Youth Services). I have 50 seats reserved, but we can add more, so bring your family and enjoy the day getting to know all the staff in a fun and family-friendly atmosphere. Game time is 5:05 pm against the Madison Mallards.

Hope to see you there!

 

What's Happening Library Wide

Here's the news for this week

• We have 514 responses to our Library Impact Survey with 9 days to go. Keep promoting! The more we know about our customers' needs, the better we can tailor our services to meet those needs.
• Many thanks to Lin who completed a complicated process just under the wire to receive rebates on our phone system bill to the tune of ~$38,000. What an enormous savings!
• Today is 404 day, a day of activism sponsored by the Electronic Frontier Foundation to protest Internet censorship.
• The User Experience Team meets for the first time Monday. Thanks to your overwhelming response, we quickly filled the first 10 seats and are up to 6 seats reserved on team two which will begin meeting in the fall. We'll keep you posted on our ideas and progress.
• Also meeting this coming week is a team to consider vendors for allowing our patrons to pay for fines and printing with debit or credit cards. This is a top priority project.
• The Tuesday library board meeting is at 5:30pm at SW library. Hope to see you there.
• The Friends of the Library hold their book sale next weekend at Northside Library.
• April 13-19 is National Library Week and I believe Michelle and Brandi have been cooking up some fun for the staff to show you just how much you're appreciated.
• Jill has been working hard on a summer and fall programming lineup that should bring in many people, including business classes for budding women entrepreneurs to be held at Uptown.
• And finally, some fun stuff from Brent. Wouldn't this be cool to have running around the library floor?
   

That's what I have to share this gloomy Friday. Hope you all have a wonderful weekend!
Barb

New Staff Teams

Thanks to the following staff members who have graciously offered their time for the first round of our new User Experience Team (UX)

• Joe Davies
• Tom Carson
• Jill Miatech
• Maria Burke
• Donna Ives-Kimpel
• Sandy Bear
• Ellen Melyon
• Kala Istvanek

This team will be exploring the library from the user's perspective. What does it feel like to be our customer? What does the customer see first and last when they visit our buildings? What is convenient? What isn't? What keeps people from using the library? How can we do what we're already doing successfully even better to attract and delight our customers?
This team is focused on solutions and continuous improvement and will change membership every six months to give everyone a chance to participate.

Thanks to the following staff members who have graciously offered their time to consider a new printing system and a debit/ credit card payment system for our customers.

• Brent
• Joe
• Tom
• Lin

This is identified as a top issue for patrons and staff, so I'm determined to make this a priority. Hopefully we'll have something in place by summer.