Libraries across the country are making efforts like these with fantastic results. I remember reading his post about the poverty simulation and what libraries can do to transients. and our Adult Literacy program Libraries are often on the front line dealing with poverty issues. It is fantastic to see that recognition. I applied for the Excellence in Rural Development Award for the state of Arizona. I will keep my fingers crossed.
Monday, April 23, 2007
Technology Centers Empower Low-Income Hispanic Communities
Technology Centers Empower Low-Income Hispanic Communities
http://www.pewinternet.org/pdfs/Latinos_Online_March_14_2007.pdfHispanics with lower levels of education and English proficiency remain largely disconnectd from the internet
SNIP
Just one in three Latinos who speak only Spanish go online
78% of Latinos who are English-dominant and 76% of bilingual Latinos use the internet compared with 32% of Spanish-dominant Hispanic adults.
76% of US-born Latinos go online, compared with 43% of those born outside the US. Some of this is related to language, but analysis shows that being born outside of the 50 states is an independent factor that is associated with a decreased likelihood of going online.
80% of second-generation Latinos, the sons and daughters of immigrants, go online, as do 71% of third-general latinos who did not complete high school go online.
Mexicans are the largest national origin group in the US Latino population and are amont the least likely groups to go online: 52% of Latinos of Mexican descent use the internet. Even when age, income, language, generation or nativity is held constant, being Mexican is associated with a decreased likelihood of going online.
END SNIP
An uphill battle indeed, and I thought literacy programming was hard.
Thursday, February 22, 2007
Cough it up or Library fines are good for you
See the wonders of the public library
The library wants you to use their services. We try very hard to get patrons' attention, to get them to read, to use our resources, after all, it is free (and good for you). You have free access to an education, to a new job, a better life, and free entertainment, all at your public library. However, there is a price to free, you have to share. Unfortunately, some people do not like to share or are otherwise inconsiderate. In order to encourage these users to share, libraries have fines. Libraries would prefer not to do this, as previously stated, we would prefer you to use our services and high fines block patrons from doing that. Furthermore, when surveys go out to non-library users (as we scratch our heads as to why they wouldn't use a FREE service) the top two reasons are they didn't know about us, or they had fines:
From librarian.net
"Surveying non-users, Sarah Houghton-Jan points to a library who is trying to figure out who is NOT using their library. I did a little bit of this during National Library week. I set up a library card sign-up table outside of Wal-Mart and met a LOT of non-library users. The main reason people didn’t go back to the library? Fines, especially for younger patrons. "
Many patrons rack up fines, or realize their materials are so overdue that returning them would cost the same as keeping them. This can often happen when the patron is younger and the parents couldn't get the items back on time, so they never returned. Then, several years later, the child returns, very sheepish, assuming that we are going to smack their wrists with a ruler for having fines. Then they realize we have no record of their activity since its been five years. They happily get a new card and go about their way. Often, these people just don't make the effort to come back and that is a tragedy for that person.
Play nice, or it will cost you
Then there is the flip side of that. The fiduciary responsibilities libraries have to their taxpayers. A good post this week by the PVLD Director's blog, states about their struggle with fines.
"At this morning's meeting someone asked "Why don't we charge a fee for placing holds on items that are on the shelf rather than a fee for uncollected holds?" This is an interesting question as it really relates to customer service philosophy."
The director further discusses the differences between a fee and a fine. A library charging a fee for placing a hold is different than a library creating a fine for not picking one up. In the first case, the patron is paying for extra services, and in the other they are penalized for causing extra work. In my opinion, as far as fees go, there should never be an impediment or fee to access materials. A fee on holds creates a tiered system whereas a person with $2 will get the book faster, the others may not get it at all.
There is a line between creating fines to encourage users to bring back their items and punishing them for making mistakes. We all want patrons to use the library. If there were unlimited resources we could just say, "Keep all those books, we'll just get more." Of course with the tight budget of libraries, it just doesn't work that way.
However, whether we collect fines or fees, over time both become a fee to use our services. Even the best patrons will have fines from time to time and have a running total on their account. We can tweak the fines and fees system to encourage more use, but trying to find a balance is not easy.
Our Plan: The Tiered System
We found that we had user drop-off from fines. We had a threshold of $10 before we stopped allowing patrons to check-out. What ended up happening was that people would rack up $9.99 on their account, check out four videos, realize that they kept them too long, and with the fine they racked up then, they would never return. What that fine threshold becomes is the fee to use our services. In order to combat this, we decided to lower the threshold, but provided a little give.
After $5, patrons were restricted to only two items and now audiovisual materials. Not providing audiovisual means no movies (which carry a heft fine of $1 per day as opposed to $.10 for all other materials). The idea behind this was that patrons would be able to continue to use the services longer since they would more readily provide $5 over $10.
Even though it seems we were punishing them, we were not, we were trying to keep them in good graces longer so that they will continue to use the services. There is nothing like going to do some PR at a major event or at a Walmart (as Jessamyn did) with your bookmobile advertising the library's services with the reply, "Oh I think I have fines". They will also remember trying to get out of the fine to continue to use the library, but the library (dedicated to its fiduciary responsibility) said no way. So we shouldn't be surprised when they give us the same cold shoulder.
As a way to further help patrons remain in our good graces is to provide Food for Fines. Patrons can bring in one non-perishable item and we count it towards $1 on their fine (which is a great deal since you can buy Top Ramen 10 for $1. It seems like a rip-off toward the library, but the food banks love it. You can't always find a can opener, but you can always find water and a microwave somewhere.)
So did lowering the fine threshold work? Circulation went up during 2005 when we first implemented the system. From 2004-2006 here are the collection rates of the library:
2004, $64,000 in charges, $32,000 recovered (50%)
2005, $62,44 in charges, $58,000 recovered (92%) (woo!)
2006, $126,596 in charges, $46,000 recovered (25%) (What?)
What happened? It seemed like it was working right away. However, instead of people saying, "Great only $5 and I get full services back." they simply adjusted to the lower fine rate, but did the same procedure. In fact, we ended up fining people more and they paid less. Part of this was a result of an increase in DVD selection and circulation, resulting in higher fines because of the $1 per day late charge. So the theory didn't work. I think it has its benefits for the good library users, but the same users that had problems at $10, ended up having the same problem at $5. Worse, most of the time this threshold didn't matter since they racked up $25 from a lost book right off the bat, making the whole process negligible.
Going to Collections
After the dismal performance last year, we had no choice but to with a collection agency to recover our materials (they just ding your credit). I know we need to keep our users, but when they flagrantly keep our stuff, that goodwill ends. We never had a problem with theft (people walking out the door with our stuff), but we have always had a problem with people checking out our items and not returning them. In a way, it is the same problem.
So far, the collection agency has worked. We began the service last month. In January 2007, we had $12,000 in charges and $4,000 in payments, this month we have $$4800 in charges and $2800 in payments. So far, it seems to have knocked down people accruing fines, people are bringing back their books instead of keeping them, and people are paying what they owe. It is a drastic step to go with a collection agency, but if gone with the right company. It can be very effective.
We want patrons to use our library and we can do that by trying to help them keep their fines low. A tiered system works somewhat, but not well enough on its own. The collection agency puts the message into many patrons' heads that they need to respect and value the library if they want to continue to use it. The realization that they can get into trouble for not returning materials makes them more honest and keeps them using the library (plus it makes it so they can't get away :) I guess it is a form of tough love. By making patrons pay their fines we are keeping them using the library, and that is good for them, even though it doesn't seem so when they cough up the money.
The library wants you to use their services. We try very hard to get patrons' attention, to get them to read, to use our resources, after all, it is free (and good for you). You have free access to an education, to a new job, a better life, and free entertainment, all at your public library. However, there is a price to free, you have to share. Unfortunately, some people do not like to share or are otherwise inconsiderate. In order to encourage these users to share, libraries have fines. Libraries would prefer not to do this, as previously stated, we would prefer you to use our services and high fines block patrons from doing that. Furthermore, when surveys go out to non-library users (as we scratch our heads as to why they wouldn't use a FREE service) the top two reasons are they didn't know about us, or they had fines:
From librarian.net
"Surveying non-users, Sarah Houghton-Jan points to a library who is trying to figure out who is NOT using their library. I did a little bit of this during National Library week. I set up a library card sign-up table outside of Wal-Mart and met a LOT of non-library users. The main reason people didn’t go back to the library? Fines, especially for younger patrons. "
Many patrons rack up fines, or realize their materials are so overdue that returning them would cost the same as keeping them. This can often happen when the patron is younger and the parents couldn't get the items back on time, so they never returned. Then, several years later, the child returns, very sheepish, assuming that we are going to smack their wrists with a ruler for having fines. Then they realize we have no record of their activity since its been five years. They happily get a new card and go about their way. Often, these people just don't make the effort to come back and that is a tragedy for that person.
Play nice, or it will cost you
Then there is the flip side of that. The fiduciary responsibilities libraries have to their taxpayers. A good post this week by the PVLD Director's blog, states about their struggle with fines.
"At this morning's meeting someone asked "Why don't we charge a fee for placing holds on items that are on the shelf rather than a fee for uncollected holds?" This is an interesting question as it really relates to customer service philosophy."
The director further discusses the differences between a fee and a fine. A library charging a fee for placing a hold is different than a library creating a fine for not picking one up. In the first case, the patron is paying for extra services, and in the other they are penalized for causing extra work. In my opinion, as far as fees go, there should never be an impediment or fee to access materials. A fee on holds creates a tiered system whereas a person with $2 will get the book faster, the others may not get it at all.
There is a line between creating fines to encourage users to bring back their items and punishing them for making mistakes. We all want patrons to use the library. If there were unlimited resources we could just say, "Keep all those books, we'll just get more." Of course with the tight budget of libraries, it just doesn't work that way.
However, whether we collect fines or fees, over time both become a fee to use our services. Even the best patrons will have fines from time to time and have a running total on their account. We can tweak the fines and fees system to encourage more use, but trying to find a balance is not easy.
Our Plan: The Tiered System
We found that we had user drop-off from fines. We had a threshold of $10 before we stopped allowing patrons to check-out. What ended up happening was that people would rack up $9.99 on their account, check out four videos, realize that they kept them too long, and with the fine they racked up then, they would never return. What that fine threshold becomes is the fee to use our services. In order to combat this, we decided to lower the threshold, but provided a little give.
After $5, patrons were restricted to only two items and now audiovisual materials. Not providing audiovisual means no movies (which carry a heft fine of $1 per day as opposed to $.10 for all other materials). The idea behind this was that patrons would be able to continue to use the services longer since they would more readily provide $5 over $10.
Even though it seems we were punishing them, we were not, we were trying to keep them in good graces longer so that they will continue to use the services. There is nothing like going to do some PR at a major event or at a Walmart (as Jessamyn did) with your bookmobile advertising the library's services with the reply, "Oh I think I have fines". They will also remember trying to get out of the fine to continue to use the library, but the library (dedicated to its fiduciary responsibility) said no way. So we shouldn't be surprised when they give us the same cold shoulder.
As a way to further help patrons remain in our good graces is to provide Food for Fines. Patrons can bring in one non-perishable item and we count it towards $1 on their fine (which is a great deal since you can buy Top Ramen 10 for $1. It seems like a rip-off toward the library, but the food banks love it. You can't always find a can opener, but you can always find water and a microwave somewhere.)
So did lowering the fine threshold work? Circulation went up during 2005 when we first implemented the system. From 2004-2006 here are the collection rates of the library:
2004, $64,000 in charges, $32,000 recovered (50%)
2005, $62,44 in charges, $58,000 recovered (92%) (woo!)
2006, $126,596 in charges, $46,000 recovered (25%) (What?)
What happened? It seemed like it was working right away. However, instead of people saying, "Great only $5 and I get full services back." they simply adjusted to the lower fine rate, but did the same procedure. In fact, we ended up fining people more and they paid less. Part of this was a result of an increase in DVD selection and circulation, resulting in higher fines because of the $1 per day late charge. So the theory didn't work. I think it has its benefits for the good library users, but the same users that had problems at $10, ended up having the same problem at $5. Worse, most of the time this threshold didn't matter since they racked up $25 from a lost book right off the bat, making the whole process negligible.
Going to Collections
After the dismal performance last year, we had no choice but to with a collection agency to recover our materials (they just ding your credit). I know we need to keep our users, but when they flagrantly keep our stuff, that goodwill ends. We never had a problem with theft (people walking out the door with our stuff), but we have always had a problem with people checking out our items and not returning them. In a way, it is the same problem.
So far, the collection agency has worked. We began the service last month. In January 2007, we had $12,000 in charges and $4,000 in payments, this month we have $$4800 in charges and $2800 in payments. So far, it seems to have knocked down people accruing fines, people are bringing back their books instead of keeping them, and people are paying what they owe. It is a drastic step to go with a collection agency, but if gone with the right company. It can be very effective.
We want patrons to use our library and we can do that by trying to help them keep their fines low. A tiered system works somewhat, but not well enough on its own. The collection agency puts the message into many patrons' heads that they need to respect and value the library if they want to continue to use it. The realization that they can get into trouble for not returning materials makes them more honest and keeps them using the library (plus it makes it so they can't get away :) I guess it is a form of tough love. By making patrons pay their fines we are keeping them using the library, and that is good for them, even though it doesn't seem so when they cough up the money.
Saturday, September 09, 2006
Successful Saturdays: Spanish Language Outreach or Ingles Sin Barreras
This Successful Saturday Post will focus on our Spanish Language Needs Assessment and how we rolled that assessment into our strategic plan.
In the spring of last year, I attended a conference sponsored by the Arizona State Library. The program was on Spanish Language outreach. My library had just completed our five year strategic plan; I was struck by how similar and easy the program is to that process. It simply involved knowing community leaders and talking to them. I already had a list from the strategic plan, but that was not enough to get a group together for a full blown planning process. I first sat down with key leaders in one- on-one interviews. I was not sure how much participation I would get, but after interviewing the first leader, I had a list of over 20 people to contact.
Not everyone had the time to interview with me, and some did not believe I would follow through on the promise of services to Spanish Speakers. Certainly there were politics involved as well. When I began my research, it was in the midst of the rallies against immigration legislation. I have read news stories of fotonovellas being challenged in Colorado, and stories of prop 200 requiring I.D. to vote and for government services. To combat this, we were very careful in how we described this population. We wrapped these services into our adult literacy movement. We stated that if businesses wanted good and productive employees, then learners needed to have opportunities to learn in their own language, as well as have the opportunity to learn English. Both would provide a more productive workforce, which is always good for business.
When the surveys were completed, we worked on incorporating the following actions in our strategic plan:
Strategic Plan for Spanish Speakers
BASIC LITERACY
Goal: To reduce barriers to literacy, language and obstacles to increased quality of life.
Objective: To increase literacy resources available in the library.
1. The Library will dedicate 3% of its collection towards literacy resources. Half of which will include resources for Spanish speakers wanting to improve their English Language skills.
2. The Library will dedicate 3% of its collection development budget towards purchasing materials in Spanish for adults and youth in all formats.
3. The library to develop a core group of tutors that will assist in teaching and preparing English Language Acquisition Courses and develop outlets in which to practice the English Language.
4 .Identify, apply for, and secure at least one grant dedicated to establishing an Adult Literacy Program that focuses on English Language Learners.
5. To develop bi-lingual signage and information on the library’s website, pamphlets, signage, and to provide other community information in Spanish.
LIFELONG LEARNING
Goal: Increase lifelong learning opportunities that enhance the quality of life for our growing community.
1. Provide workforce development, educational, and financial programs in Spanish. Programs need to have the following topics
a. Financial, Home buying
b. Tenant rights, better housing opportunities
c.Provide knowledge about available resources in key areas
d. Know your rights/legal services
e.Workforce Development (how to get a better job, develop skills)
f. School based, filling out FAFSA, educational opportunities, scholarships
g.Translation services (come into the library and provide assistance with forms,
requirements, simple translation of what they need)
h. Adaptation to American Culture (to help parents mostly)
COMMONS
Goal: Provide a community space that meets the interests of the citizens of the City
Objective: Continue to develop, hold programs, and provide space that highlights cultural diversity.
1. Have cultural programs celebrating holidays important to Spanish Speakers
2. Mexican Independence Day/El Grito de Independcia (Sept. 16)
3. Annual Día de los Niños/Día de los Libros (last Saturday in April)
4. Cinco de Mayo (May 5)
5. Los Dias de Los Muertos (Nov.1)
6. Las Posadas (Dec. 16)
7. Dia de Reyes (Jan. 6)
Group Priorities:
1. Provide space to service Spanish speakers whether in the library or throughout the community.
2. Bi-lingual services
3. Information Kiosk for Spanish services
4. Provide programs and information for Spanish Speakers throughout the community
5. Bookmobile to promote services
6. Informed about what Spanish Language Services are available in town
7. Need English Learning kits like Ingles Sin Barreras, other kits
8. Citizenship kits
9. Work with successful organizations to provide resources
We plan to roll out the plan this week with bi-lingual library brochures and website at the city's first Mexican Independence Day Celebration, followed by a Home Buying seminar in Spanish. The following week, we plan to advertise the same resources to the elementary school and the high school English Language Learners/Migrant student programs.
The best part is that even before we have rolled out this program, Spanish language material circulation has shot up. We plan to roll out Rosetta Stone for our public access computers in October (web-based). The biggest sign that we have already demonstrated progress? We recently purchased multiple sets of Ingles Sin Barreras for English acquisition, citizenship, and computer education. Everything was checked out and it continues to circulate again and again, along with the general Spanish language collection. The word was already out that we were a resource for the community. It didn't happen with a massive marketing campaign, but by word of mouth and connecting with the right people.
In the spring of last year, I attended a conference sponsored by the Arizona State Library. The program was on Spanish Language outreach. My library had just completed our five year strategic plan; I was struck by how similar and easy the program is to that process. It simply involved knowing community leaders and talking to them. I already had a list from the strategic plan, but that was not enough to get a group together for a full blown planning process. I first sat down with key leaders in one- on-one interviews. I was not sure how much participation I would get, but after interviewing the first leader, I had a list of over 20 people to contact.
Not everyone had the time to interview with me, and some did not believe I would follow through on the promise of services to Spanish Speakers. Certainly there were politics involved as well. When I began my research, it was in the midst of the rallies against immigration legislation. I have read news stories of fotonovellas being challenged in Colorado, and stories of prop 200 requiring I.D. to vote and for government services. To combat this, we were very careful in how we described this population. We wrapped these services into our adult literacy movement. We stated that if businesses wanted good and productive employees, then learners needed to have opportunities to learn in their own language, as well as have the opportunity to learn English. Both would provide a more productive workforce, which is always good for business.
When the surveys were completed, we worked on incorporating the following actions in our strategic plan:
Strategic Plan for Spanish Speakers
BASIC LITERACY
Goal: To reduce barriers to literacy, language and obstacles to increased quality of life.
Objective: To increase literacy resources available in the library.
1. The Library will dedicate 3% of its collection towards literacy resources. Half of which will include resources for Spanish speakers wanting to improve their English Language skills.
2. The Library will dedicate 3% of its collection development budget towards purchasing materials in Spanish for adults and youth in all formats.
3. The library to develop a core group of tutors that will assist in teaching and preparing English Language Acquisition Courses and develop outlets in which to practice the English Language.
4 .Identify, apply for, and secure at least one grant dedicated to establishing an Adult Literacy Program that focuses on English Language Learners.
5. To develop bi-lingual signage and information on the library’s website, pamphlets, signage, and to provide other community information in Spanish.
LIFELONG LEARNING
Goal: Increase lifelong learning opportunities that enhance the quality of life for our growing community.
1. Provide workforce development, educational, and financial programs in Spanish. Programs need to have the following topics
a. Financial, Home buying
b. Tenant rights, better housing opportunities
c.Provide knowledge about available resources in key areas
d. Know your rights/legal services
e.Workforce Development (how to get a better job, develop skills)
f. School based, filling out FAFSA, educational opportunities, scholarships
g.Translation services (come into the library and provide assistance with forms,
requirements, simple translation of what they need)
h. Adaptation to American Culture (to help parents mostly)
COMMONS
Goal: Provide a community space that meets the interests of the citizens of the City
Objective: Continue to develop, hold programs, and provide space that highlights cultural diversity.
1. Have cultural programs celebrating holidays important to Spanish Speakers
2. Mexican Independence Day/El Grito de Independcia (Sept. 16)
3. Annual Día de los Niños/Día de los Libros (last Saturday in April)
4. Cinco de Mayo (May 5)
5. Los Dias de Los Muertos (Nov.1)
6. Las Posadas (Dec. 16)
7. Dia de Reyes (Jan. 6)
Group Priorities:
1. Provide space to service Spanish speakers whether in the library or throughout the community.
2. Bi-lingual services
3. Information Kiosk for Spanish services
4. Provide programs and information for Spanish Speakers throughout the community
5. Bookmobile to promote services
6. Informed about what Spanish Language Services are available in town
7. Need English Learning kits like Ingles Sin Barreras, other kits
8. Citizenship kits
9. Work with successful organizations to provide resources
We plan to roll out the plan this week with bi-lingual library brochures and website at the city's first Mexican Independence Day Celebration, followed by a Home Buying seminar in Spanish. The following week, we plan to advertise the same resources to the elementary school and the high school English Language Learners/Migrant student programs.
The best part is that even before we have rolled out this program, Spanish language material circulation has shot up. We plan to roll out Rosetta Stone for our public access computers in October (web-based). The biggest sign that we have already demonstrated progress? We recently purchased multiple sets of Ingles Sin Barreras for English acquisition, citizenship, and computer education. Everything was checked out and it continues to circulate again and again, along with the general Spanish language collection. The word was already out that we were a resource for the community. It didn't happen with a massive marketing campaign, but by word of mouth and connecting with the right people.
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