Computers in Libraries: Library Leaders Summit

Author Name: Marilyn Pontius
Library System: Washington County Free Library

Learning Event website: http://www.librarysummit.com/DC2015/

Top 3 things learned:

1. Determining and Demonstrating Value with the Logic Model By adopting the Logic Model (developed by IMLS to create Outcome Based Program Evaluations), the library can measure the outcomes, and eventual impact of their programs and services.

2. Net Promoter Score (talked about by Stephen Denning) Every company's customers can be divided into three categories: Promoters, Passives, and Detractors. Ask one simple question: How likely is it that you would recommend the Washington County Free Library to a friend or colleague? Customers respond on a 0-10 scale. Promoters score 9-10, passives score 7-8, detractors score 0-6. To calculate the NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors. Are we really a customer focused organization?

3.Using an Agile or Scrum approach to projects within the library. List all the tasks/problems/projects
Prioritize the tasks/problem/projects Take the top priority tasks (1 or 2) and assign the top people to complete the task in 3 weeks. Evaluate the solution. Will it work? Does it need refinement? Do you need to start over?

How to implement: 
I was intrigued by the Net Promoter Score as a way of measuring how well you are succeeding as a customer-driven organization. Will be conducting a survey of WCFL patrons to see how we are doing. I also really like the idea of re-vamping a library volunteer program to have volunteers share their passion and expertise by creating programs at the library.

Additional learning: 
I would like to see WCFL adopt the Logic Model as the standard program planning methodology, as well as use this approach in developing our next strategic plan.