Collaborative Technology Planning – D203

1. Collaborative Technology Planning – D203 Tamera LeBeau North Natomas Library Branch Supervisor Judy Hoefler Information Technology Supervisor Sacramento Public Library Sacramento, CA

2. Welcome • Can library public services staff and technology staff happily co-exist? • Can they actually learn from each other?

3. A Little Bit About Us… • Newspapers to real estate to libraries • Student teaching to geography to libraries • The IT allure

4. The Sacramento Public Library Environment • Central library + 26 branches • 900+ PC’s, many printers, and more! • 19 self-check stations • Wireless access

5. IT Planning & Implementation Past Practice

6. IT Planning & Implementation Past Practice • Purchases based on IT work flow • Impulse solutions for quick fixes • Decisions made without front-line staff • Inadequate training of public and staff • Unrealistic timelines

7. Preferred Method • Building through team planning • Include front-line customer service staff

8. New Focus is “Customer-Centric” • What services do our customers want? • How can technology provide those services directly? • How can technology assist front-line staff in better providing those services?

9. Sacramento Public Library’s Solution • Changing the direction of inertia • Be careful what you ask for… • Formation of the Public Services – IT team • How to get started?

10. Team Charge • Develop a clear and straightforward team charge

11. Team Charge • Clarify, clarify, clarify • A solid team charge holds priorities • Management support anda common understandingis vital!

12. Our Team Charge • Improve the delivery of information and other library services to the public through the use of technology by developing and implementing self-service delivery models that enable customers to access the library and its resources wherever and however they want.

13. Team Member Selection • Sending out the call for interested applicants

14. Team Member Selection • Qualifications • Statement of interest • Co-chairs can provide a balanced approach

15. Co-chairs • Focus on implementing a project, but can also think “big picture” • Are willing to listen while leading • Are willing to compromise when necessary • Are eager to learn • Have a strong customer-service ethic

16. Team Members • Represent a variety of positions, both in public service and in IT • MUST be customer-service oriented

17. Team Members • Don’t have to be “technology-savvy” but should not be “technology phobic” • Should be willing to learn, work hard, and have fun

18. Consultants& New Members • Additional staff members provide “expert” advice in particular areas of a project • Some members may be rotated as responsibilities and work locations change • A clear team charge will make transitions easier

19. Next Steps • So you have a team, now what? • Preparing for success • Creating team cohesion through development of a team process

20. Creating a Framework for Success

21. Creating a Framework for Success • Task: “Develop a framework by which public service projects, activities, and information resources requiring IT services are assigned, allocated and completed through the involvement and participation of support units, needs and workflow assessment, cost analysis, product evaluation, training, and development of promotional materials.”

22. Team Process and Tools • Ground rules • Meeting agendas

23. Team Process and Tools • Meeting minutes • Minutes include tasks with assigned responsibility, and due dates • Project proposal document (more later…)

24. Creating a Focus • More, more, and more suggestions for projects • IT projects versus Public Services – IT projects • Project proposals

25. Project Proposal Process • Description of issue and desired outcome • Research and analysis of possible solutions • Beware of “library blinders”

26. Project Proposal Process • Developing a proposed solution • Making the management presentation • Getting a clear directive

27. Project Implementation • RFP input • Resource requirements • Budget outline • Implementation timeline • Staff training materials / plan • Public relations materials

28. Successes • Teamwork and accountability • Mutual respect and understanding • Tools of the team • Reaching out to other organizations

29. Projects – Completed & Current • Public Internet configuration • Print management • Fine and fee payment • LAN parties for teens • Online reference tools for customers

30. Cautions and Challenges

31. Cautions and Challenges • Priorities changing with the wind • Research – when is enough, enough? • Team motivation – the project that wouldn’t die!

32. More cautions & challenges • The overshadowing budget • Keeping “everyone” informed • The final decision makers

33. Public Services – IT TeamMoving On in 2005 • Children’s computers • Improving reference tools • Wireless access

34. Public Services – IT TeamKeeping Momentum • Motivating the team • Celebrating successes • Improving, striving and having fun!

35. Collaborative Technology Planning Questions? Tamera LeBeau, Branch Manager tlebeau@saclibrary.org Judy Hoefler, IT Supervisor jhoefler@saclibrary.org