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

A. Establish an ongoing customer service training program

  1. Provide inclusiveness training for all staff
  2. Evaluate on-boarding / orientation program
  3. Promote the OCLS customer service story

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

  1. Evaluate effectiveness of shopper program / content
  2. Investigate Customer Relation Management (CRM) software for potential use
  3. Explore expanding the Mystery Shopper program to include technology classes and library events

C. Provide inviting facilities to fulfill community needs

  1. Evaluate customer service furniture and space usage
  2. Evaluate brand consistency and set a standard for branch décor
  3. Develop and implement wayfinding signage
  4. Explore notary services
  5. Reconfigure the Main Lobby

D. Enhance the on-boarding experience for new customers

  1. Implement a new ILS
  2. Evaluate fines and fees programs
  3. Implement Passport services at Main
  4. Explore new library cards
  5. Evaluate monthly subscription for fee cards

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

A. Develop a strategic marketing plan

  1. Evaluate customer demographics and determine target audiences for OCLS
  2. Explore new marketing trends and opportunities
  3. Evaluate marketing plan and brand book and fine tune as needed
  4. Evaluate multicultural marketing efforts

B. Leverage storytelling

  1. Explore storytelling as a marketing tool
  2. Find opportunities to increase user engagement and refine ambassador program

C. Community outreach that builds awareness

  1. Evaluate and refine standards for successful outreach
  2. Cultivate staff to participate in speaking engagements for the library

D. Empower employees to be ambassadors for OCLS

  1. Identify boards and community organizations that library staff could become involved with to strengthen relationship with the community
  2. Train staff for interviews for TV & radio
  3. Ignite staff library card signup contest campaign

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

A. Kindergarten preparedness

  1. Explore offerings to local daycares
  2. Evaluate K-Ready and revamp
  3. Explore and implement additional ways to prepare children for Kindergarten

B. Early and family learning

  1. Expand current annual large-scale family events to increase attendance
  2. Create opportunities for hands-on interactive experiences at each location for walk-in customers
  3. Develop and provide staff training on early literacy principles and practices
  4. Evaluate the program wiki and consider revamping for ease of use

C. Provide experiences to enhance life skills

  1. Look at current trends for program and class ideas
  2. Evaluate partnerships and opportunities to connect customers with social services
  3. Continue to research, pursue and evaluate grant opportunities
  4. Implement system-wide training plan for ESOL offerings

D. Provide service delivery via technology

  1. Explore and implement alternatives to traditional services
  2. Update Technology plan
  3. Evaluate public PC needs to free up space for workspaces and charging areas
  4. Implement a phishing network security education strategy for staff

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

  1. Evaluate sites for acquisition / purchase in Horizon West and Southeast Orange County
  2. Evaluate the need to expand or remodel library facilities

F. Partner with schools

  1. Evaluate the success of the children's initiative
  2. Evaluate field trip events and develop a plan to roll out to select branches
  3. Provide educational experiences for educators
  4. Expand library card options for educational facilities

G. Foster Innovation & New Services

  1. Investigate and explore new ideas for innovation
  2. Offer Pop-Up library events in targeted communities
  3. Continue developing signature events

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