Meeting Public Service Expectations by Breaking the Service Model
Friday, March 14
3:45–4:45 PM
During the past five years the Plano (Texas) Public Library System has transformed its service model to deliver a higher level of service to patrons. By repurposing the roles of the librarians, clerks, and pages, the library has been able to provide increased high quality person-to-person service while increasing circulation by +900,000 (30.0%). Program attendance also increased by 29,764 (+39.5%). This was all accomplished while the library system reduced staffing by 28 FTE positions.
Presenters: Jocelyn Baron, Plano (Texas) Public Library Systen; Brent Bloechle, Plano Public Library System; Cathy Ziegler, Plano Public Library System
Organizer: Brent Bloechle, Plano Public Library System; Cathy Ziegler, Plano Public Library System
