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
- Rules of Conduct staff training
- Update Inclusiveness Training for all staff
- Develop an in-depth scenario and script-based customer training program unique to OCLS
- Review customer service training when onboarding new staff
B. Provide inviting facilities to fulfill community needs
- Evaluate the feasibility of the First Floor Renovation Project
- Investigate unmediated reservations for the Melrose editing bays, sound booths, and creative workstations
- Explore the possibility of a Cell Phone Locker Charging Station at Main
- Explore the possibility of a center for nursing mothers at Main
- Manage Design and Construction of Horizon West Branch
- Manage Design and Construction of Lake Nona Branch
- Evaluate the opportunity for a Main Lobby Customer Express Printing and Computer Center
C. Enhance the on-boarding experience for new customers
- Evaluate opportunities to expand ILS services
- Explore in-person digital library card registration
Strategic Area Two: Increase awareness of OCLS and what is offered
A. Develop a strategic marketing plan
- Create and execute plan to market library’s 100th anniversary
- Evaluate multicultural marketing initiative and refine as needed
- Evaluate marketing materials for inclusion and diversity
B. Leverage storytelling
- Use 100th anniversary celebration as an opportunity to share library’s story
- Explore marketing campaign focused on using social media for storytelling
- Explore new trends in storytelling
C. Community outreach that builds awareness
- Evaluate standards for successful outreach and refine as needed
- Look for opportunities to increase number of staff to share responsibility for outreach
- Evaluate options for Local Wanderer program when IMLS grant funding is expended
- Provide and encourage photo opportunities in library locations to customers for use in social media
D. Empower employees to be ambassadors for OCLS
- Engage all locations to participate in systemwide promotions
- Explore options to recognize employees for representing OCLS
E. Create a business intelligence strategy
- Assemble a business intelligence team and obtain data science training
- Assess business intelligence requirements with key stakeholders
- Assess available data and needs
- Assess and select business intelligence solutions
Strategic Area Three: Deliver experiences that offer opportunities to help the community learn and grow
A. Kindergarten preparedness
- Evaluate the needs for hands-on interactive space for parent, caregiver and child
- Expand and update the on-demand recordings for Kindergarten preparedness
B. Early and family learning
- Offer staff training to understand child development and family engagement
- Explore ways to incorporate new media into services and programs for families and children
C. Provide experiences to enhance life skills
- Expand historical and cultural offerings
- Continue to explore grant/award opportunities
- Evaluate services in efforts to remove barriers
- Expand financial literacy and business support offerings
D. Provide service delivery via technology
- Explore Integrating services with smart home devices
- Explore and implement digital services
- Evaluate public PC needs to free up space for workspaces and charging areas
- Finalize network and network hardware replacement
- Evaluate computer specifications
E. Partner with schools
- Develop a menu of services for Partners in Education and quantify OCLS’s in-kind contributions to schools
- Partner with schools for the Sunshine State Author Series
- Expand and enhance school liaison training
F. Foster Innovation & New Services
- Seek out new opportunities for delivery of library services outside library walls
- Evaluate Melrose content to roll out into system-wide programming
- Explore opportunities to checkout non-traditional items
If you have any comments or questions please email us at comments@ocls.info.