Difference between revisions of "News:May 2006/Helping Management to Make a Difference"
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In the first quarter of this year, Counting Opinions presented at the OLA Super Conference in Toronto and at the Public Library Association Conference in Boston. Both sessions were well attended and generated a lot of interest in the LibSat service. The session topics focused primarily on the outcomes of measuring and managing PL Customer Satisfaction including, findings from LibSat aggregate data, and current Subscribers sharing their own experiences and answering questions. The delegates in attendance were very interested in the results and were keen to see more outcomes. | In the first quarter of this year, Counting Opinions presented at the OLA Super Conference in Toronto and at the Public Library Association Conference in Boston. Both sessions were well attended and generated a lot of interest in the LibSat service. The session topics focused primarily on the outcomes of measuring and managing PL Customer Satisfaction including, findings from LibSat aggregate data, and current Subscribers sharing their own experiences and answering questions. The delegates in attendance were very interested in the results and were keen to see more outcomes. | ||
| − | Geoff Nie from the Ajax Public Library (APL) told the audiences in Toronto and Boston how he used the LibSat data, in combination with other data sources, to secure an annual 30 percent increase in the APL collection budget for the next five years. This translates into $100,000 per year | + | Geoff Nie from the Ajax Public Library (APL) told the audiences in Toronto and Boston how he used the LibSat data, in combination with other data sources, to secure an annual 30 percent increase in the APL collection budget for the next five years. This translates into $100,000 per year – $500,000 in total. Not bad! Not bad at all! |
At the OLA session, Sharon Bentley from the King Township Public Library discussed how they chose LibSat because it offered an affordable means to collect data for their community needs assessment. As well, the data could be provided in convenient, LibSat generated graphic and text formats to their consulting firm for analysis and final reporting. This resulted in a cost-effective, simplified process for both the library and the consulting firm. Sharon also commented on the value, being a smaller library system, of LibSat's power and affordability. Interesting! | At the OLA session, Sharon Bentley from the King Township Public Library discussed how they chose LibSat because it offered an affordable means to collect data for their community needs assessment. As well, the data could be provided in convenient, LibSat generated graphic and text formats to their consulting firm for analysis and final reporting. This resulted in a cost-effective, simplified process for both the library and the consulting firm. Sharon also commented on the value, being a smaller library system, of LibSat's power and affordability. Interesting! | ||
| − | Stacey Hunt from Brampton Library recounted for the PLA audience how they have used LibSat data to confirm the need for expanded facilities to meet the needs off of their growing population. LibSat data directly contributed additional supporting information for the opening of two interim Library facilities and the approval to build two new permanent library locations over the next 3-7 years | + | Stacey Hunt from Brampton Library recounted for the PLA audience how they have used LibSat data to confirm the need for expanded facilities to meet the needs off of their growing population. LibSat data directly contributed additional supporting information for the opening of two interim Library facilities and the approval to build two new permanent library locations over the next 3-7 years – a multi-million dollar investment in new library facilities. In the meantime, LibSat continues to capture, measure, and report on customer satisfaction across their system, including the two interim library locations. Great stuff! |
If you are interested in discussing these outcomes further, the representative from each library has indicated that they are more than willing to do so. Please contact Ian Reid (see Your Link Source, below) for the appropriate contact information for the individual(s) you wish to speak to. | If you are interested in discussing these outcomes further, the representative from each library has indicated that they are more than willing to do so. Please contact Ian Reid (see Your Link Source, below) for the appropriate contact information for the individual(s) you wish to speak to. | ||
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If you are also interested in viewing the power point presentation made by Counting Opinions at the OLA Super Conference and the PLA Conference, please follow the links provided here below. | If you are also interested in viewing the power point presentation made by Counting Opinions at the OLA Super Conference and the PLA Conference, please follow the links provided here below. | ||
| − | OLA Super Conference: Session 312 | + | OLA Super Conference: Session 312 – “MANAGING PUBLIC LIBRARY CUSTOMER SATISFACTION - A NEW SOLUTION” – Managing PL Customer Satisfaction |
| − | PLA Conference: Boston Public Library Reception | + | PLA Conference: Boston Public Library Reception – “Revving Up Operational Excellence and Advocacy Efforts” – Revving Up Operational Excellence and Advocacy Efforts |
[[Category:May 2006]] | [[Category:May 2006]] | ||
[[Category: Red Flags to Checkered Flags]] | [[Category: Red Flags to Checkered Flags]] | ||
Latest revision as of 23:41, 3 December 2012
In the first quarter of this year, Counting Opinions presented at the OLA Super Conference in Toronto and at the Public Library Association Conference in Boston. Both sessions were well attended and generated a lot of interest in the LibSatLibrary Customer Satisfaction Management Service service. The session topics focused primarily on the outcomes of measuring and managing PL Customer Satisfaction including, findings from LibSatLibrary Customer Satisfaction Management Service aggregate data, and current Subscribers sharing their own experiences and answering questions. The delegates in attendance were very interested in the results and were keen to see more outcomes.
Geoff Nie from the Ajax Public Library (APL) told the audiences in Toronto and Boston how he used the LibSatLibrary Customer Satisfaction Management Service data, in combination with other data sources, to secure an annual 30 percent increase in the APL collection budget for the next five years. This translates into $100,000 per year – $500,000 in total. Not bad! Not bad at all!
At the OLA session, Sharon Bentley from the King Township Public Library discussed how they chose LibSatLibrary Customer Satisfaction Management Service because it offered an affordable means to collect data for their community needs assessment. As well, the data could be provided in convenient, LibSatLibrary Customer Satisfaction Management Service generated graphic and text formats to their consulting firm for analysis and final reporting. This resulted in a cost-effective, simplified process for both the library and the consulting firm. Sharon also commented on the value, being a smaller library system, of LibSatLibrary Customer Satisfaction Management Service's power and affordability. Interesting!
Stacey Hunt from Brampton Library recounted for the PLA audience how they have used LibSatLibrary Customer Satisfaction Management Service data to confirm the need for expanded facilities to meet the needs off of their growing population. LibSatLibrary Customer Satisfaction Management Service data directly contributed additional supporting information for the opening of two interim Library facilities and the approval to build two new permanent library locations over the next 3-7 years – a multi-million dollar investment in new library facilities. In the meantime, LibSatLibrary Customer Satisfaction Management Service continues to capture, measure, and report on customer satisfaction across their system, including the two interim library locations. Great stuff!
If you are interested in discussing these outcomes further, the representative from each library has indicated that they are more than willing to do so. Please contact Ian Reid (see Your Link Source, below) for the appropriate contact information for the individual(s) you wish to speak to.
If you are also interested in viewing the power point presentation made by Counting Opinions at the OLA Super Conference and the PLA Conference, please follow the links provided here below.
OLA Super Conference: Session 312 – “MANAGING PUBLIC LIBRARY CUSTOMER SATISFACTION - A NEW SOLUTION” – Managing PL Customer Satisfaction
PLA Conference: Boston Public Library Reception – “Revving Up Operational Excellence and Advocacy Efforts” – Revving Up Operational Excellence and Advocacy Efforts