SAN FRANCISCO
PUBLIC LIBRARY
STRATEGIC PLAN
2003 – 2006
[JULY 7, 2003 DRAFT]
SAN FRANCISCO PUBLIC LIBRARY
STRATEGIC PLAN 2003 – 2006
TABLE OF CONTENTS
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Topic |
Page |
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Introduction |
3 |
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Background |
5 |
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Methodology |
6 |
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Mission and Values Statements |
7 |
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Library Service Responses and Goals for 2003 – 2006 |
8 |
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Goals, Objectives and Activities |
9 - 20 |
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· General Information |
9 |
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· Lifelong Learning |
13 |
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· Current Topics and Titles |
17 |
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Implementation |
21 |
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Conclusion |
21 |
INTRODUCTION
From its inception, the San Francisco Public Library’s ability to achieve and maintain excellence and innovation has been the result of thoughtful planning focused on the needs and interests of the residents of San Francisco.
While the principles of library service are the same today as they were at the beginning of the last century, library services and their methods of delivery have expanded in ways unimagined by our predecessors. Libraries are changing because society, culture and the people we serve are changing. Strategic planning is what has allowed the library to manage these changes without losing sight of our values and our commitment to our community. The Strategic Plan 2003 -2006 is intended to continue to build on our past success by prioritizing and refocusing our energy and resources. Its development and implementation requires us to assess and adjust our efforts in response to a changing environment both within and outside the organization.
Our society is also changing rapidly and the San Francisco Public Library is being proactive as well as responsive to those changes. We are currently facing challenges in the publishing marketplace that may imperil the free and equal access to information that is the mission of the Library. The Library advocates on behalf of policies and services that promote and support our ability to provide that free and equal access to information.
§ The June 2003 United States Supreme Court decision deeming the federal Children’s Internet Protection Act constitutional has resulted in the requirement that public libraries filter Internet access in order for libraries to qualify for federal telecommunication subsidies. Because both the City and County of San Francisco[1] and the San Francisco Public Library Commission have clearly stated that filters are not suitable when providing public access to the Internet, the Library will forego its federal funding and continue to provide full and open access to all types of information for its users.
§ The USA Patriot Act, passed in October 2001 in reaction to the terrible events of 9/11, is further evidence of government intrusion into the lives of its citizens. The City and County of San Francisco and the San Francisco Public Library Commission, although both bodies strongly support maintaining the highest security for our homeland, have gone on record[2] noting that provisions of the Patriot Act impinge on the privacy rights of the general public. The San Francisco Public Library is dedicated to safeguarding the privacy rights of our users and advocates for policies and legislation that protects these rights.
The San Francisco Public Library is the community’s repository for books and materials about a wide variety of subjects and interests. The provision of information, in books, other print and non-print formats, or electronic form, is the primary role and service of the San Francisco Public Library. Although technology has become a significant factor in the provision of library services, it is not an end in itself. It is only one of the many means to provide information. Books and information are the heart of the library.
We are fortunate in San Francisco to have a wonderful Main Library facility that acts as the repository for all types of information and serves as a support collection for all our branches. The twenty-six branches of the Library, because of their size and community-based nature, provide books, information and recreational reading that serve the immediate needs of their users. Like the branches, the Main Library also serves a neighborhood community and provides that function primarily with services and materials in the First Stop[3] collection and the Children’s Center. The roles of the Main Library and the branches complement each other and allow the Library to provide it users with information ranging from in-depth, historical treatment of subjects, to ready reference and current best-sellers. Our system is truly one library collection with twenty-seven entry points; and, with the Library’s daily delivery system, materials move from building to building on a daily basis to satisfy the needs of library users.
This strategic plan was developed with input from community members and Library staff. By engaging the community in the planning process, we hope that we have produced a plan that is responsive to the needs of the community and goes beyond what the Library, without that community input, may have projected as its role in the community. By combining the knowledge and guidance of community members and the professional expertise of Library staff, we believe that we can effectively put the Library to work for the community. The San Francisco Public Library is here to meet the needs of its users and to serve as a partner with other agencies and the community at large in strengthening the quality of life in San Francisco.
BACKGROUND
The San Francisco Public Library has had several strategic plans. One of the first examples of plans that incorporated the needs of the community was the plan approved by the Library Commission in 1992. In 1997, the Mayor commissioned an audit of the Library; and one of the key recommendations was the development of a strategic plan. That effort was begun in 1998 by former City Librarian Regina Minudri. The Public Library Association’s Planning for Results model was used as a basis for that plan. A draft plan was completed in 1999; and, although never officially approved by the Library Commission, that plan has guided the work of library staff over the last several years. Currently, the Board of Supervisors requires that every City department prepare a strategic plan[4]. Because of the City requirement and also due to the changing nature of society and new priorities for the library system, a new planning effort was begun in 2003, again based on the Public Library Association model.
METHODOLOGY
This Strategic Plan uses the model found in The New Planning for Results, a Streamlined Approach by Sandra Nelson for the Public Library Association (Chicago, American Library Association, 2001). The New Planning for Results was built on three basic assumptions:
1. Excellence must be defined locally – it results when library services match community needs, interests, and priorities.
2. Excellence is possible for both small and large libraries – it rests more on commitment than on unlimited resources.
3. Excellence is a moving target – even when achieved, excellence must be continually maintained.
This method acknowledges there is no national standard for exceptional library service. Just as each community is unique, each library is unique in how it may best meet the needs of its community. To this end, members of the San Francisco community and selected staff, in two separate groups, were invited to a series of meetings devoted to creating a vision of San Francisco and discuss the Library’s ability to help make the vision a reality.
First the Community Planning Group[5] was asked to define a vision of San Francisco as a place to live, work and visit. Members were asked to consider the social, economic, political, cultural and demographic make-up of the City. Next members were asked to consider the needs to be met if that vision of San Francisco were to be attained. It will come as no surprise that members desired to improve several situations such as homelessness, educational, cultural, political and socioeconomic issues encountered by residents and visitors on a daily basis. After defining these needs, members were asked to identify those issues the Library could help address.
Second, the Staff Focus Group[6] responded to the identified needs the Library could address by reviewing all library services. With a goal of helping the community achieve its vision, the staff group reviewed services such as collections, reading spaces, facilities improvements, websites, programs and exhibits and much more. Members used this opportunity to brainstorm new services and integrate services that have long been requested by members of the public. The resulting dialogue was structured using a list of thirteen service responses[7] found within the New Planning for Results model. Of those, the Community Planning Group identified and the Staff Focus Group confirmed the three service priorities that are the foundation of this plan. Additionally, the two groups subdivided each service priority into four resource areas: collections, facilities, technology and services. These areas ensure the plan is balanced in the resources it uses and the services provided so that all library services are represented.
MISSION
The San Francisco Public Library is dedicated to free and equal access
to information, knowledge, independent learning, and
the joys of reading for our diverse community.
VALUES STATEMENT
The values statement provides the framework that supports the planning and implementation of all the Library service responses.
- Our library users are the reason the Library exists. We provide quality service and treat all library users fairly and equally. Services are provided in a non-judgmental manner that is sensitive to, and supportive of, human differences. Our goal is always to provide excellent customer service.
- We use professional judgment, knowledge, and experience to develop and maintain collections, services and staff that respect and reflect the diversity in our city.
- We provide convenient access to facilities, resources and services that meets the needs of library users.
- We advocate for and support policies and procedures that support privacy of all library user records. We value and provide free and equal access to all types of information.
- Our employees are valued as individuals for their important contributions to the organization. An open exchange of ideas is encouraged throughout the library system. We encourage teamwork and collaboration. We support our staff by providing opportunities for growth and professional development
- We are a learning organization that is not afraid to change and take appropriate risks in pursuit of meeting community needs. We constantly reassess our services and methods and attempt to see ourselves through the public’s eyes.
LIBRARY SERVICE RESPONSES
General Information
A library that offers General Information helps meet the need for information and answers to questions on a broad array of topics related to work, school, and personal life.
Lifelong Learning
A library that provides Lifelong Learning service helps address the desire for self-directed personal growth and development opportunities.
Current Topics and Titles
A library that provides Current Topics and Titles helps to fulfill community residents’ appetite for information about popular cultural and social trends and their desire for satisfying recreational experiences.
GOALS
General Information
Goal 1: All residents of San Francisco will have questions answered on a broad array of topics related to work, school, and personal life and will have access to books, literature and other library materials in a variety of formats to meet their need for information.
Lifelong Learning
Goal 2: All residents of San Francisco will have access to library services that address the need for effective skills relating to finding, evaluating, and using information in a variety of formats.
Goal 3: Assist all residents of San Francisco who have a desire to grow and learn throughout their lives.
Current Topics and Titles
Goal 4: All residents of San Francisco will have ready access to current books and library materials in a variety of formats to meet their need for literature and information about popular culture and social trends.
Goal 5: All residents of San Francisco will have access and opportunity to experience the benefit of the diverse cultural activities the City embraces.
GENERAL INFORMATION
A library that offers General Information helps meet the need for information and answers to questions on a broad array of topics
related to work, school, and personal life.
Goal 1: All residents of San Francisco will have questions answered on a broad array of topics related to work, school, and personal life and will have access to books, literature and other library materials in a variety of formats to meet their need for information.
Collections
1. Improve information resources available for the general public. [Goal 1]
1.1 Collect books and library materials in a variety of formats relevant to each community, reflecting the history, linguistic diversity, and cultural mosaic of the City.
1.1.1 Create demographic and unique characteristics profile of each neighborhood. To be implemented in 2004/2005.
1.1.2 Respond to outcome of 1.1.1 with ongoing collection monitoring, adjusting purchasing priorities and funds as appropriate, providing each local library with the capability to quickly respond to changes in community needs. To be implemented in 2004/2005 and annually thereafter.
1.2 San Francisco Public Library will remain a state-of-the-art information center providing timely and up-to-date books and materials in the format preferred by individuals.
1.2.1 Enhance professional growth opportunities for staff training to keep current and identify new trends in publishing and services. To be incorporated into annual staff training plan beginning with 2004/2005.
Facilities
2. Renovate facilities to reflect the unique characteristics of the neighborhoods they serve and to enhance the library as an inviting place to visit. [Goal 1]
2.1 Enhance teen services, a recognized age group currently not receiving adequate library services[8], by creating unique physical spaces in appropriate library facilities.
2.1.1 Engage the community, and particularly teens, in the local neighborhood to gather input as part of the community needs assessment for the degree of emphasis for teen services in their local library facility. To be completed prior to facility renovation.
2.2 Design environments that encourage a positive physical experience to sit, read and study.
2.2.1 Establish a staff task force to develop system-wide guidelines for creating a positive experience for library users across the system (coordinate with 2.2.1). Guidelines to be implemented by January 2005.
2.2.2 Develop long term facility maintenance plan by November 2003 for implementation in 2004/2005.
Technology
3. Improve access to information by developing and maintaining a robust technological environment. [Goal 1]
3.1 Install wireless capabilities in library facilities so residents may use library services with their own computing devices.
3.1.1 Create a secure and robust network environment that provides for use of wireless devices by June 2005.
3.1.2 Provide wireless devices for in-library use, thus increasing the technological capacity for accessing library services. To be implemented in 2005/2006.
3.1.3 Explore staff use of emerging technologies, such as headsets and hand-held devices to enhance public service opportunities. Develop recommendations by January 2005.
3.2 Provide remote access to library services including information resources and materials so residents may use the Library from their home or office anytime day or night.
3.2.1 Continue to develop services for electronic users who cannot or choose not to visit library buildings by making all library services available in an electronic format. Services to include but are not limited to online library forms (such as, homebound, library card application, suggestion form, comment form, etc.) so that services provided within library facilities are also fully available through remote access. To be completed by June 2004.
3.2.2 Continue to develop the Library’s website as the primary means of
electronic access to information.
Services
4. Library facilities will be community based, providing programming of interest to neighborhoods. [Goal 1]
4.1 Expand adult programs and exhibits in the branches so residents may attend programs convenient to their home or work.
4.1.1 Incorporate into outreach strategy to be developed and implemented by 2004/2005.
5. Outreach to targeted audiences throughout the City to inform residents about the information opportunities provided by the Library.
5.1 Enhance outreach services to schools, preschools and day care centers to encourage reading and love of learning in children.
5.1.1 Incorporate into outreach strategy to be developed and implemented by 2004/2005.
5.2 Enhance outreach services to adults, seniors, teens, families, persons with disabilities, residents new to the country, and areas of the City identified as low income to inform residents about the information opportunities provided by the Library.
5.2.1 Incorporate into outreach strategy to be developed and implemented by 2004/2005.
5.3 Seniors, adults and children will benefit from library services delivered to locations throughout the community using the Library’s bookmobiles and other mobile services.
5.3.1 Incorporate into outreach strategy and Branch Library Improvement Program[9] alternate service plan to be developed and implemented by 2004/2005.
5.3.2 Incorporate advertising of library services on bookmobiles and other library vehicles. Incorporate into outreach strategy to be developed and implemented by 2004/2005.
5.3.3 Insure that mobile services are reaching new residents from other countries, economically disadvantaged people and persons with disabilities by reviewing the demographics and target clientele where visits are scheduled by 2004/05.
LIFELONG LEARNING
A library that provides Lifelong Learning service helps address the desire for self-directed personal growth and development opportunities.
Goal 2: All residents of San Francisco will have access to library services that address the need for effective skills relating to finding, evaluating, and using information in a variety of formats.
Goal 3: Assist all residents of San Francisco who have a desire to grow and learn throughout their lives.
Collections
6. Inspire library users with the joy of reading as a core value. [Goal 3]
6.1 Support the individual learning experience by developing and maintaining an extensive collection of books and library materials in a variety of formats on a wide array of topics in an easily accessible manner.
6.1.1 Establish collection goals to reflect the outcomes generated from the 13.1.1) and ongoing community input at the local level that is included in the community needs assessment (13.1.2). To be ongoing beginning in fiscal 2004/2005.
6.1.2 Enhance the collections of materials that reflect the linguistic diversity of the City, for residents of all ages. Attain 10%[10] of book and materials collections budget dedicated to books in other languages. Develop a strategy in 2003/2004 to reach this target in 2005/2006.
Facilities
7. Create vibrant learning environments to encourage use of the Library as a center of learning and fostering a climate of learning and reading. [Goal 3]
7.1 Create reading areas and/or study space to increase the usability and comfort of library facilities by the completion of the Branch Library Improvement Program.
7.1.1 Engage the community in each local neighborhood to gather input as part of the community needs assessment on optimal use of library space for reading areas and/or study space.
7.2 Create flexible Program Rooms, incorporating opportunities for learning labs and homework assistance, in at least 70% of library facilities by the completion of the Branch Library Improvement Program.
7.2.1 Engage the community in each local neighborhood to gather input as part of the community needs assessment on optimal use of library space for library programs.
Technology
8. Facilitate the public’s ability to effectively use new materials and technologies to stay abreast of trends in the delivery of information. [Goal 2]
8.1 Provide expanded technology opportunities for self-directed learning.
8.1.1 Develop a comprehensive online learning environment in a variety of subject areas and incorporating the highest attainable quality of learning aids such as online tutorials, pathfinders, webcasts, and/or web links to tutorials in a variety of subjects that will facilitate users access and learning. To begin by June 2004 and ongoing thereafter.
8.2 Expand the Library’s curriculum of instruction to include subject-specific topics.
8.2.1 Train staff in instruction techniques and subject-specific topics to enable staff to provide relevant classes and one-on-one guidance to users. Enhanced training program to be incorporated into the 2004/2005 Library budget.
Services
9. Improve collaboration and communication with educational institutions and preschools to position children and young adults for school and life success. [Goal 2]
9.1 Create learning opportunities for educators and students to incorporate comprehensive instruction on using library resources, including books and materials, and in all formats.
9.1.1 Train staff in instruction techniques and subject-specific topics to enable staff to provide relevant classes and one-on-one guidance to users. Enhanced training program to be incorporated into the 2004/2005 Library budget.
9.2 Expand library outreach programs with San Francisco Unified School District to incorporate new partnerships in learning and reading among the youth in the City.
9.2.1 Create cooperative agreements with key schools to more fully integrate lifelong learning opportunities for children and youth. To be completed by January 2005.
9.2.2 Enrich the content of formal education by supporting class visits to library facilities as well as library staff regularly visiting classes. Outreach strategy to be developed and implemented by fiscal 2004/2005.
10. Provide learning opportunities for library users to learn how to use the Library’s catalog, databases, Internet resources, and to develop their computer skills. Emphasize responding to the needs of persons with disabilities, as appropriate. [Goal 2; Goal 3]
10.1 Insure that persons with disabilities have easy access to information by upgrading ADA-compatible workstations as new technology becomes available, as well as designing online access to library resources for persons with disabilities.
10.2 Provide focused training opportunities to support the development of technology skills of seniors to begin by June 2004 and become ongoing thereafter.
11. Improve programs and services for residents for whom English is not their native language. [Goal 2; Goal 3]
11.1 Each library facility will develop and implement targeted programs and services to respond to the needs of residents in their neighborhood for whom English is not their native language. Outreach strategy to be developed and implemented by 2004/2005.
12. Provide opportunities for residents to attend and participate in a wide variety of library programs designed to contribute to the individual learning experience. [Goal 3]
12.1 Document the history of San Francisco by expanding neighborhood photographic archives and neighborhood history collections in selected communities. Incorporate into outreach strategy to be developed and implemented by 2004/2005.
12.2 Enhance the availability of neighborhood photographic archives by digitizing the photographs and making the collections available through the Library’s online catalog.
12.3 Expand in-library programs and events such as book talks, book groups, story hours, literacy training, and job fairs to increase personal learning and growth opportunities for library users. Outreach strategy to be developed and implemented by 2004/2005.
CURRENT TOPICS AND TITLES
A library that provides Current Topics and Titles helps to fulfill community residents’ appetite for literature and information about
popular cultural and social trends.
Goal 4: All residents of San Francisco will have ready access to current books and library materials in a variety of formats[11] to meet their need for literature and information about popular culture and social trends.
Goal 5: All residents of San Francisco will have access and opportunity to experience the benefit of the diverse cultural activities the City embraces.
Collections
13. Insure availability of books and library materials in an array of formats that are requested and needed by users. [Goal 4]
13.1 Solicit broad-based community input to ensure book and library materials’ collections in all facilities reflect community needs for current topics in a variety of formats and languages.
13.1.1 Create a community based Library Collection Development Advisory Committee[12] to facilitate communication of community needs. City Librarian to establish committee by January 2004, including stakeholders from Main Library Affinity Centers.
13.1.2 Continue to gather community input at the neighborhood level on desired collections and services for each facility.
13.1.3 Annually evaluate data on the use of selected collections to continue to fine tune collection needs, adjusting funding assigned to specific collection areas as appropriate.
13.2 Respond to the expressed demand for book and library materials on current topics and titles.
13.2.1 Institute a tracking system for reserve fulfillment to determine and improve reduction of wait time for requests of popular materials. To be established by January 2004.
13.2.2 Establish library user self-service pick-up of reserve materials in selected locations by July 2004.
13.2.3 Expand options for notification of reserves to include telephone notification, as well as by the current options of email or regular mail. To be completed by June 2004.
13.2.4 Order more copies of popular titles in anticipation of reserve demands throughout each year.
Facilities
14. Improve ability of residents to obtain books and library materials in a variety of formats in a timely manner. [Goal 4]
14.1 Improve delivery of materials throughout the system so that 80%[13] of items requested and available on-shelf are received within 72 hours at the designated pick-up location.
14.1.1 Restructure delivery services to all locations to improve efficiency and reduce time needed for materials to reach their destination. Incorporate implementation as part of the 2004/2005 Library budget process.
14.2 Implement collection display and organization guidelines to enhance the user experience across the library system.
14.2.1 Establish a staff task force to develop system-wide guidelines for display and organization of books and other materials. Guidelines to be implemented by January 2005 (coordinate with 2.2.1).
14.2.2 Create Staff Recommends sections in select locations, as well as virtually on the SFPL website, by January 2004.
Technology
15. Provide library user self-help opportunities to facilitate ease of use of, and access to, information. [Goal 4]
15.1 Initiate implementation of next-generation scanning technology (also known as RFID - Radio Frequency Identification[14]) for books and other library materials to facilitate users self-service check out of materials, as well as to improve inventory control, resulting in better public service.
15.1.1 Establish staff task force to research, analyze and make recommendations to Library Administration regarding RFID implementation.
15.1.2 Incorporate funding for implementation as part of the 2004/2005 Library budget process. Implementation to begin in 2005/2006.
15.2 Assist users in fulfilling their individual information needs by developing a My Library [15] service for customized library services. To be implemented by September 2004.
15.2.1 Continue to develop library services for electronic users who cannot or choose not to visit library buildings by making all library services available in an electronic format. Services to include but are not limited to online library forms (such as, homebound, library card application, suggestion form, comment form, etc.) in a variety of languages.
15.2.2 Technology and web staff will be trained in the Library’s online system’s capabilities to initiate My Library service.
15.2.3 Develop an outreach strategy to educate library users on the use of My Library and implement in 2004/2005.
Services
16. Continue to enhance programs that support the Library’s role as a clearing house for cultural, educational programs, events and exhibitions. [Goal 5]
16.1 Continue to partner with community, arts, educational, corporate, and cultural institutions in San Francisco and the Bay Area. Enhance the information and referral services provided by the Library about those agencies. To be completed by September 2005.
16.1.1 Continue to provide programs with partnering institutions such as schools, museums and corporations.
16.1.2 Increase the Library’s visibility as a key stakeholder in the network of community, arts, educational and cultural institutions through the Library’s San Francisco Community Services Directory [16] program.
16.2 Ensure all residents are aware of the full array of library collections and services available by expanding the Library’s outreach strategy throughout the City and in collaboration with selected partners in the community.
16.2.1 Establish a staff task force to develop guidelines and specific targets for expanding outreach with a focus on reaching new residents from other countries, economically disadvantaged people, and persons with disabilities. Outreach strategy to be developed and implementation begun by 2004/2005.
16.2.2 Increase representation at street fairs and other community events to encourage neighborhood involvement and to promote library services throughout each year. Incorporate into outreach strategy to be developed and implementation begun by 2004/2005.
16.3 Assist local residents in search of current information and events by developing and maintaining web exhibits featuring local activities, current interests and library services. To be implemented by June 2004.
16.3.1 Technology, exhibitions, and web staff will be trained in the Library’s online system and web capabilities to initiate ongoing web exhibits.
IMPLEMENTATION
The Strategic Plan 2003 – 2006 will be realized through the activities, services and resources we provide. Each library facility, program area, and staff member is charged with developing and carrying out this Strategic Plan.
The City Librarian will convene a staff task force to develop measurable results for each of the activities listed in the Strategic Plan. Measurable results will be key to knowing how well each of the objectives is met over time. Also, as called out in the Strategic Plan, additional task forces will be convened to develop system-wide guidelines to create a positive experience and environment for library users, to develop an outreach strategy to further enhance the Library’s connection with the community, and to develop an implementation plan for conversion to radio-frequency identification technology. Also, a broad-based committee will be convened to provide an opportunity for a community-based discussion about the Library’s collection development policies and procedures.
Each year, as part of the annual budget process, we will return to the Strategic Plan to measure our progress toward achieving our goals, craft new efforts for the coming year, and reallocate resources as needed.
The success of the plan is strongly based upon the continued development of the knowledge, skills and abilities of all library staff, as well as insuring that the broad and rich diversity of the City in language and culture is mirrored by the Library’s staff.
CONCLUSION
Throughout our history, the San Francisco Public Library has constantly updated itself to meet the evolving informational and cultural needs of the diverse community we serve. The Strategic Plan 2003 -2006 renews our commitment to excellent public library service. While providing every library facility and program with a unifying organizational vision and systemwide goals, this Strategic Plan is intended to be broad and flexible enough to tailor services to each unique neighborhood. The Strategic Plan also provides a framework to consider opportunities for new programs and services.
The best way to assure that we have a quality library system well into the future is to continuously reinvent and revitalize ourselves, based on a good understanding of community needs and the ways in which we can respond to those needs. A library that plans makes better decisions, which leads to better library service.
For the coming three years, this plan will shape and guide what we are, what we do, and why we do it.