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Special Board Meeting August 31, 2017


REWIND: A New Way of Thinking About the Library As The SmartStoreÂŽ Special Board Meeting | August 31, 2017


Simple goals • Win new customers • Win back lapsed customers • Keep customers delighted


What Customers Want


Why change anything? • Library use had flattened or declined • It was time to identify and remove barriers • Most people weren’t using the library


Why change anything?

62% have a smart phone now

• 50% of new cardholders stopped using the library within 3 years • Only 8-12% of the library holdings were checked out at a given moment • The revolution in the way people access information


Industry realities • Changing financial landscape – shrinking state resources • Growing global, technology-driven economy • Challenges facing Stark County community (education, mental health, economic development, jobs)

• Research shows that under-30’s actually read more than their elders, but tend to use the “digital branch” more.


Industry realities • Although 91% of people believe in the value of the public library, only 22% actually knew all that was available there


We are on a mission to intentionally and prudently overhaul the purpose and role of the public library and to remove barriers to service. We believe the library can be relevant to everyone.


Our Focus (Strategic Thinking Blueprint)

REACH Increase use CARDHOLDERS VISITS CIRCULATION AWARENESS

+

IMPACT Transform user experience CONVENIENCE REMOVE BARRIERS MODEL OF SERVICE RELEVANT COLLECTIONS & SERVICES

+

REINVEST Grow operational efficiency DATA-INFORMED CONTINUOUS IMPROVEMENT LEVERAGE TECHNOLOGY


Our Focus (Strategic Thinking Blueprint)

REACH Increase use CARDHOLDERS VISITS CIRCULATION AWARENESS

+

IMPACT Transform user experience

CONVENIENCE REMOVE BARRIERS MODELOF OF SERVICE MODEL SERVICE RELEVANT COLLECTIONS & SERVICES

+

REINVEST Grow operational efficiency

DATA-INFORMED CONTINUOUS IMPROVEMENT LEVERAGE TECHNOLOGY


New Service Model TASKS Backstage

SERVICE On stage

OUTREACH Beyond the Walls


A New Way of Thinking About Jackson Township Branch

Special Board Meeting | August 31, 2017


Due Date Coming for Jackson Library Decision


Innovating Ideas 1 2

3


Building vs. Storefront


Why Build New in Jackson Park • • • •

Was our original plan Civic pride; symbolic; traditional community anchor More of everything (materials, meeting spaces, etc.) Some % of residents will not be satisfied with anything else


Why Expand Storefront and Stay (for now) • • • • • • •

Convenience Flexibility Mobility Use Cost Option open to build in the future Opportunity cost…


Convenience


Flexibility • Everything is on wheels • It’s a lease – Opt-outs give ability to move/build in future

• More easily adaptable as user patterns shift


Mobility


“A Compelling but Complicated Story�

Data From One Year in the Storefront Special Board Meeting | August 31, 2017


Jackson Collection Utilization 12 month analysis 20,820

92%

32%

Collection Items

Circulated Since 8/1/2016

Currently Checked Out

31% of old location’s collection of 68,000 items

Compared to 66% of items circulated for rest of system

Compared to 13.6% for the rest of the system (8/14/17 snapshot)

(increased from 19,000 at 6mo)

(improved from 86% at 6mo)

(improved from 29% at 6mo)


Systemwide Collection Utilization % of Collection Currently Checked Out

Main

Mobile

North

Perry

Lake

Plain

Sandy

Ecanton

Madge

Jackson

DeHoff

40% Jackson 30%

Perry 20%

North

Main

Lake

Madge

Mobile

10% DeHoff

Plain

East Canton

3 years ago

Sandy Valley

0% 0%

10%

20%

30%

40%

50%

60%

70%

% of Collection Circulated Since Aug 1, 2016

80%

90%

100%


Activity… In 1/5th the Space 1,231

▼2.7%

▼29.3%

New Cardholders

Visits

Computer Use

Compared to 1,320 new cardholders one year ago

Compared to 2.4% decrease for the rest of the system

Compared to 7.5% decrease for the rest of the system (improved from 29.8% at 9mo)

96%

▼18.5%

Self-Check Utilization

Items Circulated

Compared to 44% one year ago

Compared to 2.2% decrease for the rest of physical collection (improved from 20.1% at 9mo)


Jackson Operational Efficiency ▼26%

▲284%

▲17%

Overhead Per Circulation

Circulation Per Square Foot

Circulation Per FTE

From $3.94 per circulated item to $2.90 per item. (improved from 20% at mo)

From 1.39 items to 5.44 items per month per square foot. (improved from 284% at 9mo)

From 2,246 items to 2,636 items per month per FTE. (improved from 15% at 9mo)


Jackson Customer Profile Essentially unchanged for age distribution 10% 9% 8% 7% 6%

5% 4% 3% 2% 1%

0% <5

5-9

10-14 15-19 20-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65-69 70-74 75-79 80-84 85+ Old Branch Period

Storefront Period


Jackson Customer Profile Essentially unchanged for cluster distribution 40% 35% 30% 25% 20% 15% 10% 5% 0%

Old Branch Period

Storefront Period


Jackson Customer Profile Essentially unchanged for geographic distribution Old Branch Period

New Storefront Period


Primary Location Behavior •The location where a patron had the highest number of •Unique circulation activity dates •Computer use activity dates •The location is “digital” if the highest number of activity dates were with •OverDrive •Hoopla •Zinio


Year-Over-Year Primary Location Behavior Jackson slightly more likely to have changed primary locations Jackson Branch 3%

Rest of System

5%

7%

19%

7%

78%

Jackson

Digital

Perry Sippo

Main

81% Other

Different Location

Same Location


Systemwide Primary Activity Location Digital

69%

Lake Community

11%

60%

East Canton

6%

58%

Sandy Valley

36%

11%

49%

Mobile

34%

9%

52%

North

34%

8%

54%

Perry Sippo

19%

37%

17%

45%

34%

13%

42%

Plain Community

47%

13%

40%

Main

47%

12%

41%

Jackson Township

46%

14%

40%

DeHoff

43%

Madge Youtz

18%

39% 0%

10%

20%

39%

17% 30% Same Branch

40%

50%

Different Branch

44% 60% Non-user

70%

80%

90%

100%


Comparing the Choices

Cost, Benefit & Opportunity

Special Board Meeting | August 31, 2017


20 Year Cost Projections Expanded Storefront

New Building

4,680 sq. ft.

10,000 sq. ft.

Capital Investment

$0.7M

(Build out 3rd bay, reimburse township)

Lease Staffing Operating Costs Total

Capital Investment

$4.7M

(Construction)

$2.0M $6.4M $1.7M $10.8M

Interest on Loan Staffing Operating Costs TOTAL

$1.3M $9.7M $2.8M $18.5M


Faster & More Flexible Expanded Storefront

New Building

4,680 sq. ft.

10,000 sq. ft.

• Could expand to 3rd bay by Jan ’18 • In a high traffic destination (plaza) • Option to build anytime in future (at effectively no loss. Lease payments = interest cost)

• ~3 years until new building • Has to be the destination (low traffic) • Locked in for lifetime of building


Less Risk Expanded Storefront

New Building

4,680 sq. ft.

10,000 sq. ft.

• Predictable costs: Lease costs locked-in long-term • Limited Scope: Landlord responsible for building shell, parking lots, etc.

• Unpredictable costs: Unplanned building issues (like old facility) • Wider scope: Parking lot maintenance, snow removal, landscaping


More Opportunities The savings could fund (for example)… • New Convenience Delivery Options – Smart Lockers throughout the county – Library “Prime” mail delivery – Belden Village Mall service point

• More Collections Offerings – A larger, highly curate collection in the storefront – Grow the digital Library (30% growth YoY; largest “branch”) – Expand “Library of things” (hotspots/mifi/ereaders/bikes)

More Impact-Driven Programming – Outside our walls and throughout the community


Jackson Community Open Houses To be held at the Jackson Branch Library

• • • •

Wednesday, September 6, 6-8 PM Tuesday, September 12, 6-8 PM Saturday, September 16, 10 AM -12 PM Saturday, September 16, 6 PM - 8 PM


Special Board Meeting August 31, 2017

Jackson 12 month review  
Jackson 12 month review  
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