Cathlamet Public Library –

Strategic Plan 2016

Public libraries are about the experiences customers have with the staff and facilities as a community resource.

Goal: To increase customer satisfaction, library usage, circulation of local and e-materials, and perceived value to the community by ________15%.

Measurable outcomes of success would include:

• Satisfied customers - measured by survey and testimonials
• Increased circulation and library usage – measured by statistics and analytics
• High value to community – measured by support in donations
• Keeping pace with community needs – measured by survey and filling customer requests for services and materials.
• Keeping pace with technology available to the public – measured by what tech patrons are asking about, bringing in (as much as we can manage and afford)
• Adequate and stable funding – measured by increases in funding (levy?)

How to measure customer experiences/interests/needs:

• Talk with customers: ask about satisfaction
• Analyze local data and national trends for small rural libraries
• Survey patrons and entire community
• Try new things

Enhance user friendliness:

• Welcoming environment. First impressions: Outside of the library, parking, What patrons see as they enter: is it personal and welcoming? Are there smiling faces?  Barriers? Clutter? Exit sign: libraries build communities

• Materials relevant, organized & simple to find. How does our collection look to patrons? Signage? Visual clutter vs. Weeding? Show some face-out themed displays with signs. Give out bookmarks with room for readers to write why they liked a title for recommended book displays.

• Enough computers available for patrons
• Rules of behavior enforced
• Staff/volunteers trained in customer service. Practice YES, AND…Give more than patrons ask for; direct them to the next level of engagement
• Making any changes in policies and procedures for the benefit of all

Marketing library in the community: Services and materials available e.g. Advertise Wi-Fi available 24/7

• Newspaper articles
• Library Website
• Facebook
• Special programs
• Speak to community groups
• Partner with Community Center and community groups

Develop new services:

• Color Copier/Scanner/Fax
• Services and programming directed at various age groups: Adult, teen, elementary, preschool
• Research resources available online or print
• Book reviews
• New tech
• ILL
• New genres

Current Mission Statement: The mission of the Cathlamet Public Library is to inspire lifelong learning, promote literacy, and improve the quality of life in Wahkiakum County.