Message
to the community from Luren E. Dickinson:
Five years ago, Shaker Library began a strategic
planning process to guide the library through 2011. That planning process
resulted in the development of our vision statement: “Shaker Heights Public
Library will be indispensable to every member of our community.” While our
vision remains the same, it is now time to go back to the drawing board and to
re-imagine, to reflect, and to record how we can continue to be “indispensable”
in the future.
We must answer several questions, and we can only do
that by learning how you—our customers—view and value us. To learn what our
customers need and want, we will develop an online survey that will be
available on every computer within the library. In addition, we will publicize
a link to the survey in the October/November issue of Shaker Life
magazine in order to reach every household in our service area. We will also
seek volunteers to help our customers complete the survey. Please watch for it
and complete it. We need and value your opinions!
Our primary question is “Where should we excel?”
Where should we focus our energies that will make the greatest difference for
you—our customers? While technology
will always require our attention, we believe that excellent customer service
is a paramount goal. To help us improve the way we deliver computerized access,
as well as to learn better ways to make our customers feel welcome and
comfortable, we will examine demographic studies and survey results to
ascertain what services the target groups in our community need and value the
most.
Another essential question is “How should we continue
to improve what we do in order to create value for our customers?” News reports
indicate that more and more people are online and have the capability of
connecting to the library without ever entering our buildings. More than half
of all new cell phones sold are smartphones, and one in eight Americans owns an
e-book reading device such as the Kindle™ or Nook,™ or
computer tablets like the iPad® or Xoom.™ Part of our
efforts will be to reach out to these users through social media sites, such as
Facebook and Twitter.
Shaker Library has been a pioneer in collaborating
with other library groups and community organizations to leverage our funding.
We were one of the first members to join CLEVNET, a library consortium that
includes 31 member institutions spanning nine counties in northern Ohio. We
have also been a leader in providing digital library material, through our
CLEVNET subscription to Overdrive and through our Advantage account for Shaker
Library cardholders only.
Ultimately, our residents offer our most reliable
support. Thanks to our taxpayers and to the Friends of the Shaker Library, a
volunteer organization that continues to provide key funding to supplement our
tax-supported budget. This month, we will open an expanded Computer Center and
Training Lab on the Main Library second floor made possible by a 2004
school-library bond issue. I invite you to check us out!
Luren E. Dickinson, Director
dickinson@shakerlibrary.org
Photo
credit: Caydie Heller