Strategic Area One: Improve the Customer Experience, establishing OCLS as friendly, welcoming and community centric service.

A. Establish an ongoing customer service training program

  1. Engage staff in development of new customer service standards
  2. Develop training plan for current staff
  3. Develop suggested guidelines for hiring new staff regarding customer service
  4. Develop system to reinforce the standards
  5. Develop and implement plan for training new staff

B. Evolve the Mystery Shopper program to be a customer feedback based metric which delivers on customer-centric attributes

  1. Incorporate new customer service standards into mystery shopper program
  2. Engage staff in developing a new questionnaire
  3. Test new mystery shop surveys and roll out new version

C. Provide inviting facilities to fulfill community needs

  1. Define what collaborative space means for Library users
  2. Identify one branch location and evaluate their current use of furnishings and space
  3. Outline a new strategy for furniture and space usage plan
  4. Implement the new furniture and space usage plan
  5. Evaluate interior signage/wayfinding and implement a plan to streamline

D. Enhance the on-boarding experience for new customers

  1. Make new card registration and renewals a celebration - in-person, online or via phone. Consider a token of appreciation and system to follow-up with new customers
  2. Evaluate the ability to send a targeted video welcome / renewal message to customers
  3. Sign up all new customers for e-newsletter at registration location
  4. Review documentation requirements to obtain a library card

Strategic Area Two: Increase awareness of OCLS and what is offered

A. Develop a strategic marketing plan

  1. Consider rebranding OCLS
  2. Create an internal marketing team / committee
  3. Develop marketing plan to promote key factors in the Strategic Plan
  4. Define targeted goals for marketing strategies
  5. Identify specific services by location - based on psychographics of communities

B. Leverage testimonials

  1. Explore ways to include testimonials, kudos and comments in OCLS marketing collateral inclusive of print, social media and the web
  2. Explore new ways to capture and share community thoughts about and memories of the library
  3. Identify individuals and groups to partner with to be ambassadors for OCLS

C. Community outreach that builds awareness

  1. Develop standards for success at outreach events
  2. Identify three unique outreach opportunities each quarter to be explored
  3. Create master document of outreach opportunities OCLS should be attending
  4. Create an outreach committee to help identify opportunities in the community for OCLS

D. Empower employees to be ambassadors for OCLS

  1. Identify staff to participate as ambassadors
  2. Develop and provide staff ambassadors training and internal systems to track

Strategic Area Three: Deliver experiences that offer opportunities to help the community learn and grow

A. Kindergarten preparedness

  1. Launch and evaluate new curriculum for K-Ready
  2. Redo current handouts and redistribute to locations
  3. Develop a hands-on fair that introduces parents to activities, projects and resources

B. Early and family learning

  1. Expand family programming system-wide
  2. Develop a plan to create birth to teen initiatives that will encourage youth to become life-long library users
  3. Expand early learning programs to additional locations
  4. Identify skills and training needs to provide high quality youth programming

C. Provide experiences to enhance life skills

  1. Create a brand for the Life Skills programming series and market to appropriate audiences
  2. Evaluate hosting / holding an annual career and job fair with community partners
  3. Build membership interest in Melrose meet-up groups
  4. Research and pursue new grant opportunities
  5. Expand the ESOL class offerings to more locations

D. Provide service delivery via technology

  1. Explore and identify alternatives to traditional services
  2. Create technology plan
  3. Research and pursue technology opportunities through programs and grants

E. Explore new potential locations, project revenues and capital resources to service the community

  1. Evaluate needs in currently identified sites
  2. Identify a plan for Herndon Branch future

F. Partner with schools

  1. Leverage student virtual library card to encourage regular library card acquisition
  2. Provide opportunity through which staff can share school visits & partnership success stories to establish best practices for the system
  3. Evaluate success of Library U and consider options for expansion


If you have any comments or questions please email us at