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G2S Project Code: 2014-MA-72643
State: Massachusetts
Fiscal Year: 2014

Grantee
ATTLEBORO PUBLIC LIBRARY

Project Director
Director Name: Kathleen Hibbert
Director Phone: 508 222 0157
Director Email: khibbert@sailsinc.org

General Information
Title: Customer Experience- Attleboro
State Project Code: 15.02.01
Start Date: 10/01/2014
End Date: 09/30/2015
Abstract: Customer service training was provided for staff; staff assessments were conducted using PLA Edge Benchmarks 1-5. Additional customer service training was then provided to staff to strengthen staff skills. Volunteer High School students were trained as Tech Tutors to provide one-on-one social media training to the public. The library offered a five part “Social Media 101” lecture series to enhance the role of the library as a technology leader in the community. The library hosted a “Community Education Opportunities Fair” to highlight educational opportunities available in the area. The library promoted online resources, specifically Universal Class, at this event. The Library hired a Social Media Consultant to draft a “Social Media Plan and Strategy” for the library to implement
State Goal: LifeLong Learning

Budget Information

LSTA

MATCH-State

MATCH-Other

Total

$10,000.00

$0.00

$10,000.00

Intent(s)
Improve users' general knowledge and skills.
Continuing Education and Staff Development
Library Skills

Activities
Activity Details
Title: Social Media 101
Narrative: Social Media 101 sessions were offered five times; these sessions enabled trained staff to teach members of the public to use a range of social media applications.

Intent: Improve users' general knowledge and skills.

Activity: Instruction
Mode: Program
Format: In-person

Quantity
Session length (minutes): 120
Number of sessions in program: 1
Average number in attendance per session: 25
Number of times program administered: 5

Partner Information

Organization Type of Partner Organization(s):
Libraries: Yes
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No

Legal Type of Partner Organization(s):
Federal Government: No
State Government: No
Local Government (excluding school districts): No
School District: No
Non-Profit: No
Private Sector: No
Tribe/Native Hawaiian Organization: No

Beneficiaries
Is the activity directed at the library workforce: No
For a targeted group or for the general population: Targeted
Geographic community of the targeted group: Suburban
For what age groups: All Ages
For what economic types: Economic Not Applicable
For what ethnicity types: Asian
Hispanic
Is the activity directed at families: No
Is the activity directed at intergenerational groups: No
Is the activity directed at immigrants/refugees: Yes
Is the activity directed at those with disabilities: No
Limited functional literacy or informational skills: Yes
Is the activity category not already captured: No

Locale
Is the activity state-wide: No
Specific Locations: No
Library Types

Public Libraries: 1
Academic Libraries: 0
SLAA: 0
Consortia: 0
Special Libraries: 0
School Libraries: 0
Other: 0

Activity Details
Title: Training and Consultation
Narrative: Library staff and student volunteers provided one on one training sessions for library patrons on Overdrive and technology.
Intent: Improve users' general knowledge and skills.

Activity: Instruction
Mode: Consultation/drop-in/referral
Format: In-person

Quantity
Total number of consultation/reference transactions: 46
Average number of consultation/reference transactions per month: 5

Partner Information

Beneficiaries
Is the activity directed at the library workforce: No
For a targeted group or for the general population: General

Locale
Is the activity state-wide: No
Specific Locations: Yes
Name: ATTLEBORO PUBLIC LIBRARY
Address: 74 NORTH MAIN STREET
City: ATTLEBORO
State: MA
Zip: 02703

Activity Details
Title: Materials
Narrative: The library purchased and licensed materials to support the programs that were being offered to staff and library users.
Intent: Improve users' general knowledge and skills.

Activity: Content
Mode: Acquisition
Format: Combined physical & digital

Quantity
Number of hardware acquired: 0
Number of software acquired: 0
Number of licensed databases acquired: 1
Number of print materials (books & government documents) acquired: 46
Number of electronic materials acquired: 24
Number of audio/visual units (audio discs, talking books, other recordings) acquired: 0

Partner Information

Activity Details
Title: Community Education Opportunities Fair
Narrative: The Library invited area schools to host a booth the education opportunities fair. The reaction of attendees and exhibitors was extremely positive
Intent: Improve users' general knowledge and skills.

Activity: Instruction
Mode: Presentation/performance
Format: In-person

Quantity
Presentation/performance length (minutes): 60
Number of presentations/performances administered: 1
Average number in attendance per session: 77

Partner Information

Project Outcomes
Project Outcomes
List any important findings or outcomes from your project:
The project was designed to update and enhance staff customer service skills and to meet a need in the community for technology training. Library wanted to increase its social media presence to better inform the community of library services and events. The Social Media Plan and Strategy was a major accomplishment that has enabled the library to reach new constituents through two Instagram and Pinterest accounts.Program evaluations were completed at the end of each public program; this included both one-on-one training as well as group programming. Staff assessments were conducted using PLA Benchmarks 1-5. A staff survey was created on Survey Monkey and completed by staff as an initial assessment of staff skills and knowledge. Staff training was provided on a library created Moodle site. Staff then took a quiz to assess progress. Social media success was measured by number of followers gained after creating the various accounts and follower engagement with the accounts. Another unexpected outcome was the reaction of not only attendees to the Community Education Opportunities Fair, but the reaction of exhibitors as well. Exhibitors were highly enthusiastic and surprised about program attendance as they have encountered less attendees in other venues. Exhibitors were enthusiastic about repeating the Fair at another time.
Please briefly describe importance of findings:
The Social Media presentations were popular and highlighted a need for more technology based programming. Program evaluations described other types of programs patrons would like to attend – Microsoft Office, Basic Networking, Mobile Apps and Smartphones. Library staff will be able to plan programming to meet these needs in the community. Staff training highlighted the need for ongoing and consistent staff training. Staff survey results showed 21% of staff felt “familiar”, but not “comfortable” or “expert” with library policies. Also, survey results showed that while staff was “comfortable” with many network policies and services, they rated themselves as “familiar” rather than “comfortable” or “expert” with their knowledge of Attleboro library services and policies outside of their assigned department. Increasing staff training and knowledge of services and policies should provide for a better customer service experience for the patron. This project aided the library in raising community awareness of library services. The structure and guidelines of the grant compelled staff to manage planning time and emphasize programming. Better time management allowed staff to implement programs that yielded a high rate of success. Grant funds enabled the library to procure updated equipment and hire experts with subject area expertise to train staff and patrons.
What methods did you use to determine your findings? Check all that apply:
Survey
Participant Observation
Based on outputs, outcomes and/or other results, explain any significant lessons learned from these findings for either the SLAA or others in the LIS field:
There was a level of frustration when reading completed program evaluations that requested a program that had already been held, was scheduled to be held, or was already an ongoing service. All programs were advertised in the newspaper, via social media and blast emails, and in-library. Unfortunately, many of these requests were not signed and did not provide staff a way to reach out to the patron. A new goal will be to better inform patrons of ongoing and upcoming library services events. One drawback of the Teen Instagram account is that it is time consuming to create content and then post the content. Also, it needs to be overseen and checked daily to make sure that the comments posted are appropriate. However, the benefit of being connected directly with the teens does outweigh the few drawbacks.
Do you anticipate continuing this project after the current reporting period ends:
Yes
Do you anticipate any change in level of effort:
Yes: The library will continue to have annual or semi-annual staff in-service training and will continue to offer staff led technology training for the public. Less than a year after creating the Teen Instagram account, it currently has 446 followers. The Tween/Teen Coordinator will continue to consult the Teen Advisory Board as to what they think should be posted and how often content should be posted. There are no future LSTA fund for the project.
Do you anticipate any change in the project's scope:
No
Do you anticipate any other changes in the project:
No

Exemplary: No
Exemplary Narrative

Project Tags: Customer Service Training; Technology Training