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Saying “Yes” Frontline Advocacy at Durham County Library

Learn how Durham County Library implemented a customer-centered approach through frontline advocacy, creating a welcoming and vibrant library for the community.

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Saying “Yes” Frontline Advocacy at Durham County Library

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  1. Saying “Yes” Frontline Advocacy at Durham County Library

  2. Getting to “Yes” The Strategic Planning Process Interviews Durham County Results-Based Accountability Initiative Staff and Community Research Into Best Practices: Charlotte-Mecklenburg, Henrico, Chesterfield, Henderson, Greensboro, Burlington Outcome: A vibrant Durham County Library in 2010 , supported and enjoyed by the entire community Wiki is a place to share and learn Search Conference: Community Helps to Create the Library’s Future Library Staff Visioning Library Board Visioning Library Board Adopts Plan Library Staff Development Day: Best Practices Panel Steering Committee formed Friends of the Library Retreat Steering Committee meets Steering Committee meets January June September

  3. 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.

  4. Creating the Culture • Customer service includes advocacy • CLASS Training (Columbus Metro Library Program) • Customers Leaving Appreciative Satisfied Sold • Building skills in • Listening • Advocating • Informing

  5. Reinforcing the Culture • Empowering staff • Staying informed • Framing the message • Getting the word out – way out • Advocacy by any other name

  6. Empowering Staff • Decision making involvement • Quality Councils • Open door policy • Doughnuts with the Director

  7. Staying Informed • Friday Update • Staff Web • Staff newsletter • Ongoing training

  8. Framing the Message • Talking points at public service points • Introducing new procedures • Explaining new policies or changes

  9. Getting the Word Out – Way Out • Social media • Website • Facebook • Blog • Community events • Collaboration with other cultural entities • Programming

  10. 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

  11. Saying “Yes” Frontline Advocacy at Durham County Library

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