Wednesday, December 31, 2008

Taking Chances, being present, and a review of the past year

I thought I would include a little something of everything in this post. It’s a little long, but it covers almost everything this year.

New Year's Resolution
My New Year's Resolution last year was to become a better cook. I have been a notoriously terrible cook. I used to even mess up pasta. I didn’t cook because I was afraid to cook. I wasn’t very good at it and I didn’t want to try. When I stopped being afraid to make mistakes and just did it, I could improve. It wasn’t the end of the world if it didn't come out right. Cooking is a good metaphor for life. In which I was reminded by this post from the Smitten Kitchen:

Why We’re Afraid to Cook
  1. Our mother or mother-in-law cooks it better: Whether it is out of respect, deference or certainty that your version will pale, it seems that there are many of you who don’t even want to touch dishes that are others’ signatures.

  2. The Food Police scared us: They’ve struck an absurd amount of fear into our hearts, now our panic over undercooked chicken and eggs or imperfectly canned food is so great, we cannot approach either calmly or rationally. (Don’t worry, I’ll get to all of these in time.)

  3. It went really badly the last time (or times) we made it: So you’ve responded by keeping your distance. Had I not been actually forced by the deadline of the wedding and my desire to make a specific frosting for the wedding cake, I would have taken a year to get back to Swiss buttercream. At least.

  4. We jinx ourselves: Failure is so often a self-fulfilling prophesy, wherein we are so certain something is going to go wrong, we indeed make some futzy errors. (This would be me, with phyllo, every single time.)

  5. It’s hard to get our head around the steps: I admit, I feel more confident when I can remember a recipe without even looking back at it, because it is simple, or proceeds in logical steps. I always forget that I’m only expected to do one thing at a time.

  6. There’s a very specific deal breaker: It requires pig’s blood, will stink up your apartment or serve 24 people. Kim Severson discussed these in a funny article in the New York Times last month, and she’s absolutely right. It only takes one word of some of these for me to flip the page and call out “next!”

  7. We’re afraid of wasting an expensive ingredient: Many of you mentioned this in reference to large cuts of meat and good fish, where the price of making an error seems so steep, a flop is that much more of a risk. I totally get it as when I blow it on a pricey dish, I feel that much more awful about it.

  8. Our skills aren’t where we wish they were: Recipes that require poached eggs, when you’re terrible at poaching eggs, just seem easier to skip. So can instructions that demand a fine brunoise or long, thin juliennes if you haven’t taken a semester of knife skills, or have a natural finesse in the area (or a really good mandoline, at least in the case of juliennes).

I can look at this list and apply it to anything I tried that was new this year. Fear of failure, jinxing yourself, or things going badly sometimes can freeze us from doing anything. Getting over those issues can get you moving forward and getting better. My family prefers my cooking to eating out now. I am even planning a special dinner for New Year's.

I also choose to be a better cook because I wanted to make better meals for my family. I also wanted something to help me focus on home when I was home. I tend to get too distracted with work with the many issues of the day. Cooking connected to my other resolution, to be present. The thoughts about work end up spilling into your head when it should be focused at home.

Art of Mindful Living
There was a book I listened to at the end of last year, The Art of Mindful Living, that taught me to focus more on the present instead of being somewhere else. It allows you to give people all of yourself. If you are focused at work when you should be focused at home, you might as well be there.

Compassionate emptiness
Another one I read the middle of this year that taught me a lot about management was It’s Not About the Coffee. The greatest thing I learned from it was Compassionate Emptiness. (from the book)
“Compassionate emptiness: A buddhist teaching Compassionate emptiness involves listening with compassion, but without pre-conceived notions. Compassionate emptiness asks us to be caring, but empty of opinions and advice. When we stop and wait for the meaning and emotions to unfold, we hear a message. This is communication with heart. “

EBooks have made me a faster reader (or is it just the more accessible books are, the more you read?)

I tried the 1001 book challenge this year. Over 400 of those books can be found online for free from various legal sites. Before I began the challenge, I read a book or two a month. Once I began the challenge I was averaging about six books per month. I was able to do this with my Sony Reader downloading books from, downloading books from my library’s Overdrive collection, and downloading audio books from my library’s overdrive collection. I find that after reading an e-book on my Sony Reader, that I can read a print book much faster. It’s probably because I have a more restricted screen and have to be a more disciplined reader for an e-book. In one year, I read 50 books. On average, I would be lucky to get through 10 in one year. I think it is more availability than anything else. If you have access to good books, you will read more.

My Writing in other places

I had several guest posts at a variety of blogs. I had a few over at Teleread, which helped me break the story about the Sony Reader working with Overdrive, . One at Leadership Turn (
, a few at MCLC Tech Talk ( , although not as many as I would have liked. That’s a great blog if you don’t know about it. I was also highlighted by Walt Crawford over at PLN Leadership Network ( , which was a great honor and thrill to be included.

The library’s accomplishments

Live with Overdrive
Went live with Overdrive services and created promotions for the service. We were allowed to join the Greater Phoenix Digital Library Consortium. As a result, we can provide 40,000 more titles to our patrons at very little cost. We joined in 2007, but didn’t go live with promotions until January.

We had an mp3 player giveaway contest. Those who asked about the service at the front desk were entered into a raffle for a free mp3 player. We ran the promotion for about six weeks. We saw an uptick in usage and a great deal of excitement over the promotion. We ran the winner's picture in the paper each week getting the player.

I also ran several YouTube tutorials to download audio books. Then the Sony Reader upgraded their firmware in July 2008, I also wrote a story how it works with Overdrive. It was featured on Teleread. Overdrive also provides mp3s to download for your Ipods and Zunes. There will also be a portable version of the media console that will work on a smart phone. This means that you don’t have to download an audiobook to your computer and transfer, you can download an audiobook or ebook straight to your phone!

Calendar System
We switched from Google Calendar to E-vanced solutions which resulted in more self-reservations. I no longer have to field email requests for the room and do them myself. Now, people fill out the form, send in the reservation, and I say yes or no. Staff members are more aware of upcoming programs; the public can see them as well and make reservations for what is available.

Virtual Reference
Started up a virtual reference and tutoring services by going with I debated virtual reference for some time and realized that we may not have the staff time to dedicate to it. Out-sourcing this has helped greatly. The problem with out-sourcing virtual reference is that it isn’t local. Patrons will ask specific information, mostly about their accounts, and the person would be unable to help them. However, even if we went with an alternative model, which would have been a consortium, we would have non-local librarians answering reference as well. A few funny things I noticed about virtual reference. Most of the questions are coming from inside the library. Patrons using our Catalog computers that are three steps from the front desk will click on the Live Assistance Now! Button rather than walk to the desk. I have placed the button on the sidebar throughout the catalog and particularly on the drop pages. Polaris is a little tricky so I couldn’t put it in the middle of the screen. However, even on the sidebar, it gets clicked on fairly often. We get about two questions on the service per day.

Disc Cleaner
We purchased a Disc Cleaner. It’s amazing how people treat DVDs. Are they using them as Frisbees? How did they get dents in the DVD? Luckily, the RTI Eco Cleaner can handle just about anything. However, we are constantly cleaning everything, particularly kids DVDs. On a similar note, we are noticing that some discs aren’t damaged, but they will simply not play on certain DVD players. For example, I have a JVC DVD/Vide player. It can record DVDs. Since it can do this, I cannot play any DVDs that have a strong copyright protection on it. I can’t watch anything produced by Sony Pictures. I couldn’t watch The Pursuit of Happyness because of it. However, when I put the movie on my cheap DVD player we use for car trips, it plays just fine. I don’t know what we can do to solve this problem. I feel like I have to do something since we put out DVDs.

Vocera is a voice activated badge in which you can call anyone in the library immediately. You simply press the button, say Call Jeff, and you are immediately connected. Our library is three floors and 16,000 square feet. As a result, we are often on the floor helping patrons and away from a phone. This allows instant communication if we need to find someone or if we need assistance. It is great for security and great for customer service.

The mini-renovation
It seems like we do one of these every other year. In order to improve our services, we move collections, computers, and services around to create a better experience and to make things easier for our patrons. This year, we had to solve two problems. We had all of our computers downstairs which resulted in certain patrons getting a little rowdy. We also had many requests from our public for a quieter library. To solve this, we decided to move all of our computers upstairs to the main floor and move our non-fiction collection downstairs. When all the dust settled we had computers that we can monitor and provide quicker assistance for patrons as well as create a quiet study area downstairs with all of our non-fiction materials. Furthermore, with all the computers upstairs, it made the whole library much quieter.

The rubber hits the road
Like many other libraries, we had a huge increase in usage. Since July 2008, we had a 30% increase in circulation, 20% increase in walk-in business, a 33% increase in Information Transactions, a 10% increase in computer usage.

It’s exciting to look back on the last year and have accomplished so much.

Thursday, November 06, 2008

Who's talking about your library?

There were several great presentations from Internet Librarian 2008. I didn't even have to be there to enjoy them! IL is certainly one of the best for providing presentations online.

Two presentations that caught my eye were Greg Schwartz's Branding: not just for cows anymore and a combined presentation by Sarah Houghton-Jan and Aaron Schmidt's Digital Marketing. After viewing them, I began thinking about how our library shows up online, the conversations that happen, and how we present ourselves.

Greg Schwartz states that your online reputation is more dependent upon what other's say about you, but that you do have influence over that. He has six tips on how to manage your identity. Keep in mind that his presentation is really focused on your personal brand, rather than your library brand. I am making the distinction of using examples from a library's perspective.

1. Have a Homebase
2. Own your username
3. Aggregate your lifestream
4. Join the Conversation
5. Follow what others are saying about you
6. Be Authentic

For a library, the homebase would obviously be the library homepage. It would be nice to have a library url that is very friendly, as opposed to the many that are still stuck with a .ci/.us url. We use cglibrary often since it is short and easy to remember. In hindsight, I should have been more consistent with our various accounts. For instance: (used this to put background music in podcasts, before I knew about Audacity)

When you search for our library, our library (map included, shows up with our various accounts. Since I have online video, pictures, and other content, that can show up as well. When I search using technorati instead of google, more of the library produced content shows up. It looks good for your library and your community to see great events and programs happening. I was talking about our J.A. Jance program to a new resident and she said she knew all about it, she saw it on our Flickr page.

Aggregate your lifestream

We aggregate our lifestream through Twitter. We also use all of our services in our weekly email blast newsletter. I have played a bit with twitter and sent our new books feed, library events, and library photos through it. According to the report by Rubicon Consulting (Online Communities and Their Impact on Business: Ignore at Your Peril), Twitter is a smaller aspect of social networking, with MySpace and Facebook the biggies.

What's neat about twitter is what it does to RSS feeds. If the marc record of the new book has a notes field that describes the book, it provides it in the 140 character limit. You can also directly link to the catalog entry and place the book on hold, or be the first to pick it up. There's a great article in School Library Journal by Ellyssa Kroski that talks about what we are doing with it, as well as other libraries (46 libraries in all).

People are talking on Twitter
Twitter seems to be a good source of what people are saying about you online. Twitter Search is a service where you can search for what people are saying about your on twitter. This is how I was able to find out some feedback about the library's twitter service. It wasn't a positive comment, but I was able to respond to the person just a day after it was posted. LinkedIn uses a similar service called Company Buzz where it uses twitter and your work search terms to see what people are saying about your company.

For twitter, joining the conversation would involve either direct messaging another twitter user, replying to a twitter user with an @ symbol, or replying to any questions. I do get great feedback from it as well as some complaints. Good feedback are those that know about our books and events faster and we show up where you wouldn't expect libraries. The complaints are usually that there are too many tweets. When there is an rss dump, it can take up 10 spaces all at once. It's always a work in progress.

Your Library Needs to show up
Digital Marking by Sarah Houghton-Jan and Aaron Schmidt's. is more specific to libraries. I will highlight points of interest:
Make your library website two-way
Show up in searches whether they are library directories, search engines, wifi finders, community sites, library thing local and community sites.

What are people saying about you? Search social sites to look for reviews.

Find Local Blogs and intereact in a human way.

We're experts too, library staff can show up at answer sites.

Push the information out: newsletter software, email addresses, etc.

Free Wi-fi Directories
The first thing I did when our library provided wi-fi access was to place our library in every single wi-fi directory. People should be able to google and know if you have wifi access. We are still one of the few institutions in our community even providing wi-fi access.

Social Networking Sites

Most social sites aren't providing any feedback. We are either too small of a community, or those that use those sorts of sites aren't using the library. I have often thought there is probably a correlation between the circulation of Science Fiction books and the amount of library digital services being used. We don't have a high science fiction circulation. If we did, perhaps feedback would show up more often on those sites.

Local Blogs
As far as local blogs go, there are over 156 people in our community that have a blog, of those, only 24 are active. For those that are active, they do provide good feedback about the community. I have only had one mention the library and that was many years ago.

Email is king
We have found the greatest success in digital marketing through our email newsletters. Recently, we have been experimenting with different types of newsletters. We were able to market the newsletter service and also harvesting our database off email addresses. Currently, we have over 3300 subscribers to our newsletter. It's almost 10% of the community. We provide our library news (like food for fines), tutorial via youtube (like how to download books from overdrive), events, and a list of top ten books that provide links to the catalog. We tried the fee based newsletters, but we are just beginning to utilize the email features in our CMS. It's free, and seems to work just as well (we are currently using Liferay).

Overall, most of the sites we have used have been good for promotions and demonstrated that we can do innovative things. The more successful pieces were more practical; not everyone has rss (in the Rubicon report, it's only 11%), but almost anyone has an email address.

More people have mentioned the email newsletter as a factor when they came into the library for a program or found out about a service. We are sending them a personal email, a personal invitation, to come see us.

Your patrons should see your library like Mecca. They should rise and think about how we connect today.

Too often, a patron gets a card, and they don't hear from the library unless they have a book overdue, a hold, or a fine. This way, we can make a connection about everything we do.

Our cost of service for marketing is about 17 cents per person. That's how much time it takes for a library staff member to get a newsletter together, send it out, and copy and paste that information into the email newsblast, the local newspaper, the local magazine (that goes to everyone in the county for free), and any other agency that tracks local news and events. It's the best way to scale and to show up everywhere for a library.

Tuesday, September 16, 2008

Why Public Libraries Close

This report is now available from Webjunction: Why Public Libraries Close This report was also presented at the American Library Association in Anaheim California.

I was very interested in this report. It isn't extensive as From Awareness to Funding which I wrote about in three parts. However, the Awareness report would seem to explain why libraries close more than this report does.

Very few libraries have actually closed, very few
I read about this program in Library Journal when they reviewed the programs for the annual conference. It was rather slammed. The quote from Library Journal's review was, "Sounds alarmist, very few have actually closed. Very few."

One Tenth of One Percent
After reading this report, the statement that very few libraries have closed seems entirely accurate. According to the ALA Fact sheet there are over 123, 291 libraries in the United States, 16,543 are public libraries. This report makes an assessment between the years 1999-2003. During that time 438 public libraries closed. Well...that's not accurate, 134 libraries actually closed. The first number includes libraries that have closed and re-opened or where services were merged, replaced, etc. It doesn't mean closed and no services. The 134 libraries closed are closed with no services and no alternatives. What is the ratio between the number of libraries in the United States versus the number that have actually closed in a four year period. One Tenth of One Percent!

More than a few flaws
The report only retrieved anecdotal information from one library staff member at each library. I know from my own research into various best practices with libraries that it's important to get the person in charge, but then also speak to front line staff. For this research report, maybe just sticking to the data or using local newspapers may have been a better approach. It is hard to say what exactly is intended here. This approach doesn't seem to stand on solid ground.

Some segments from the report:
The categories of closure are good as well as analysis as to why libraries fail. The ongoing issues are extremely useful:

1) specific actions to minimize potential impacts of the closure on existing library users are rarely if ever taken.

(my comment, how many libraries have used story time, closure, and other items as a political pawn when other cost savings could be implemented?)

2) during the 1999-2003 time period of this study, the socioeconomic and demographic
characteristics of the population within the immediately surrounding 1 mile radius the closed library tended to be poorer, less educated, and with more renters than homeowners when compared to the U.S. population in calendar year 1999 year as a whole.

(my comment, the poor are most affected. However, according to the Awareness report, they provide the least amount of support to the library.)

3) migration of America’s population to large population centers may be creating
problems for rural libraries.

(my comment, we actually have the opposite effect. More people are moving to our community because of the low cost of living. This has created greater usage and strain on our services that we have struggled with. More houses mean more one time revenue, but not more operating revenue. That's a entirely different long term problem.)

Big error in data

"It was during this time researchers discovered a large number of the 438 outlets identified as potentially closed were never closed. Further discussions with the identified contact person for each of these “closures” showed that most had no idea on why the library was not listed in the FSCS database for that particular year. A few suggested that it could be due to their non-reporting of the requested FSCS data for that particular year but they remained unsure about this anomaly. There were 192 library outlets that fell into this “unsure why we weren’t listed in that year’s FSCS report” category out of the original 438 outlets. There was no further processing or analysis done on the libraries in this

(my comment, My library is listed twice. One as part of a system and one as a stand alone. I have no idea why that is, nor do I know how to fix it.)

The general conclusion about libraries was the best part. Even though not that many libraries closed, the advice to avoid it is very beneficial. Here is some advice from the front:

"Finally, question seven asked advice from the librarians for how to prevent negative
closures from happening...
Neighborhood advocacy would help prevent closures

“prior to opening a branch” make sure the library systems can sustain it – ...

Shopping centers might not be the best fit for libraries, if rent changes frequently or it is inconvenient for users to reach...

if the library does control or own the facility, possible closure can not be controlled...

Grants that are not recurring should not be used to open libraries.

open hours that are convenient for its users, in one instance banker’s hours where no one could get to the library led to its demise.

maintain an attractive building with services and resources that people need and can access. "p 25

In summary, it can be seen that public library closures are usually caused by the evolving needs of the local libraries (e.g., remodeling, branch relocations, library mergers) or due to factors that are somewhat outside of the library’s direct control (e.g., reduction in funding or staffing). Lack of library use at the closed library is not the primary reason for most public library closures. p 25

I feel really good after reading this report. There aren't that many libraries closing. The title is a bit alarmist, but not misleading. In fact, the advice provided on how to avoid a closure is gold. It is extremely valuable to emphasize meeting the needs of the community. We are building a new branch and we are looking carefully at the hours and resources so that we don't get in over our heads before we even open the building. It is far more difficult to pull services, than to never have provided them. In the end, I feel good since it confirms the comment, "very few libraries have closed."

Wednesday, August 13, 2008

Post ALA Conference Report (The exhibits)

Now that the dust has settled from the Post-ALA posts, I thought it would be safe to share some of my experiences while I was there. This will be one of a series of posts that will report what I did during ALA and what I learned.

This first post will cover my experience on the exhibit floor.

The ALA exhibit hall was massive. There were over 3,000 different booths to choose from. The ALA exhibit guide was very helpful as I was able to plan out where I needed to go.
My mission was to hit the exhibits of vendors I was interested in purchasing from. There are several issues at my library and I was looking for solutions that solved ongoing problems with one time costs.

Demco Gaming Booth
We received an LSTA grant from the Arizona State Library Archives and Public Records for teen gaming. I have previously established a contact with Best Buy government services so that I can acquire the equipment. However, it would be easier if I can order some of the materials from existing vendors.

As a result, I headed over to the Demco Gaming booth. They had Guitar Hero going with a complete set-up. They had a boom chair, a Wii gaming system with a console that can store and lock the unit. It can also could store and lock video games.

They also had a big flat screen TV on the top of it. My library will be unlikely to afford that luxury. (Although, it was requested by the local Youth Commission.) We will probably go with a projector and project the screen onto a mobile screen or a white wall.

I spoke with the rep and he stated that Demco was looking to expand the gaming titles and equipment available. I sensed he was frustrated that his company couldn't provide more gaming titles. Demco also didn't offer any of the gaming consoles for sale. I sense that those are difficult to hang on to. Even the Best Buy rep I spoke to expressed concern over getting all of the equipment that I need.

I left with a brochure and information. We are now gearing up for our grant to purchase equipment. Our first program will be during Fall Break, October 2008.

E-vanced Solutions

We currently use Google Calendar to manage our community room. At times, this has been problematic for booking, particularly with double booking. I would like to try to find a system that can manage requests to use the room. Currently, I have the Google calendar on our webpage and people can email me to reserve the room. It is convenient because I can book the room from anywhere with an internet connection. It is difficult because I would rather have the public request the room through a formal process that can be done all online rather than print out a form, email me, and fax the form and so forth. This way, they can request the room and it can be approved by me. It can also set up a fee structure so that people who want to reserve the room can pay the deposit or fee up front.

They were very helpful in demonstrating the software. Staff can make reservations themselves and the public could do so as well. It is a one time cost and a small maintenance fee. It can help manage the summer reading programs and registration as well. The calendar is much cleaner and looks more professional than Google Calendar, plus it will be easier to manage. I can hopefully get this set-up within a few weeks after I see a more in-depth demo.


We needed a disc cleaning machine for our DVDs. We tried less expensive companies and the results were disastrous. In one case, machine purchased resulted in further damage of our DVDs, as opposed to cleaning or repair.

Instead of continuing to purchase cheap equipment that didn’t work properly, we decided to contract out with a company called Rubberdisc. It wasn’t as staff intensive as it involved mailing the discs off to be cleaned instead of repairing the discs with equipment that required a high learning curve and didn’t work properly. It was three dollars per disc to have the DVD cleaned. This, of course, added up to just as expensive as paying for an RTI machine. However, it is difficult to pay for something that expensive out of an operating budget.

We made a request for the machine and received funding from the city to purchase the mid-range model that cleans just one at a time for $5,000. We are looking to purchase the bigger model that can clean 20 at a time, but that comes in a three times the cost. I know some libraries simply purchase a new DVD instead of cleaning it. I am not sure if we could sustain that over time.

I spoke to the rep there. I have to say, it wasn’t as sharp as the other booths, but they don’t really need to advertise. Anytime disc cleaning machines are discussed on PubLib or elsewhere, RTI is always mentioned. I gave him my information and he sent me a quote on July 1st. I ordered the machine it was here two days later. I am already using it and we have cleaned well over 100 discs in the few weeks we have had it. It works like a charm, even has different settings depending on the severity of the damage. It definitely saves money through one time costs.


Our library is already part of the Greater Phoenix Digital Library, but I stopped at the Overdrive booth to see about IPod compatible titles and other items. The rep showed me DC Public Libraries website that already had the mp3 titles turned on.

He asked if I had an iPod and I pulled mine out. It was really easy. I selected my title, downloaded it to the new Overdrive Media Console and then selected the title to transfer. The new Overdrive Media Console recognized my IPod (it hadn’t before) and then I clicked to transfer. I had to have ITunes running during the process, and in a moment, it showed up. I downloaded Catch Me if You Can as an audiobook.

It worked great! I always love IPods because it always remembers your place without any fussing around. I can always pick up where I left off, especially useful for an audiobook.

There will be more MP3 titles available. In fact, the Greater Phoenix Digital Library will begin offering them on September 2. 623 titles will be available on that day so be sure to go to on September 2, the day after Labor Day.

One other cool thing to mention is that you can download the Overdrive Media Console to a PDA or Smartphone. The rep had it downloaded to his blackberry. That is a really awesome idea. Now you can go online and download audiobooks, music, and movies right to your phone! I don’t see it available yet, but I think he said something about enabling it for your site. I can’t find it, but I will keep looking.


At the library, we have 38 public access computers that provide access to the internet with a library card. Anyone can use the computers and those under 18 need their parent’s permission to get a card (they are also filtered).

However, we (like many other libraries) receive demands to have a children’s computer that has educational games loaded onto it, rather than having them access a website to play computer games. We had set one computer up and loaded computer games on it, but overtime the system crashed, more than one wanted to use it at one time and eventually it died.

Running a computer with kids’ games is problematic because of the high resource demands from the computer. Furthermore, if you have a Desktop interface before you launch the program, people can use the computer for other than kids’ games.

So I took my problem to AWE who provides Early Literacy Stations. They load all of the educational programs onto the computer for you, create an interface that is kid friendly (that doesn’t provide a windows desktop screen, you just go straight into the kids interface), and have equipment that is kid friendly (like a colorful mouse and keyboard). I ordered them and they showed up via UPS inside the Dell boxes. I was a little surprised as they arrived within a week after I ordered them. I was a little concerned that they were in Dell boxes. Would I have to load the software and set it up myself? That wasn’t the case; it was all ready to plug and play.

Set-up seemed fairly easy, they showed up, we connected them and turned them on, and that was it. Now we have four computers that have the games and parents are very pleased to have something that consistently works, provides all educational games, provides both Spanish and English, and is kid friendly.

Other exhibits
I did go to other exhibits on the floor and had a plan to look at vendors that had products I was interested in. I went to Equinox/Evergreen and met Karen Schneider (that’s always neat to meet someone you know online in person). Our county library is in the process of putting out a bid for a new ILS and I wanted to get some information on Open Source solutions with support. It may not be a product we would eventually go with, but it is good to get first hand knowledge of what you could do with the system.

I visited at the Library Thing booth and asked about Library Thing's possible integration with Polaris. I was told not to ask :) I think there are some third party issues to work out. Of course, with a little programming know-how, one could integrate things in Polaris using Library Thing. I bet I could find out how from the Maricopa County Library District (AZ).

I stopped by the Tech Soup booth as I was a contributor to the Maintain IT cookbook. If you were not aware, they are having book discussion sessions on how to maintain the technology in your library. They gave me a button that said I was a contributor, so that was nice.

I stopped by Tell Me More (Aurolog) which provides an alternative to the online Rosetta Stone (no longer available). They were very helpful about their product. I am a bit concerned that we are not getting the usage that we received with Rosetta Stone. I had over 160 students with Rosetta Stone after a year and a half. Three months in with Tell Me More, I have six. We will probably try another promotional run, but I fear that it is the name recognition that made Rosetta Stone popular.

I don’t have any other significant vendor visits. I will say that the vendor room was huge and had I not used the ALA In the Stacks booklet to plan my trips, I never would have accomplished anything productive. One thing I thought was really neat was the card. In the orientation kit, there was an orange card that read In the Stacks. I had no idea what it did and carried it on my badge when I visited the booths. I realized that whatever booth I stopped at in which I was interested to purchase, they took my card and scanned it. They gave them all of my contact information. I thought that was neat because I didn’t need to hand out as many cards to the vendors as I have had in the past. I think the response time post-convention was fantastic. I could credit it to that. In the end, I found four vendors and purchased their items which provided services within a few weeks of ordering. We are definitely enjoying those improvements.

I will include posts for other conference programs (I already included the Why Public Libraries Close which was part of the OCLC report From Awareness to Funding):

RFID In Libraries: The Myths
Not Evolutionary-Revolutionary! Library Re-organization Project
ALA E-Participation: Challenges and Opportunities
Library Leadership and Management Association Human Resources Committee Leadership Skills Committee Meeting
Mobile Libraries: Driving Services into the Future
Top Technology Trends
Programming for English Language Learners.

Friday, July 25, 2008

From Awareness to Funding Part III (how to get support)

In this third part, I will wrap up the analysis of the report and provide what I think libraries could do in relation to this report. This section covers p 112 forward. An analysis of Super Supporters, Chronic Non-Voters, Elected Officials perception of libraries, and what to do about the information provided in this report.

Super Supporters

Super Supporters are avid readers with a long-standing relationship with the library.
Although they use the library only a little more than average, their relationship with
the library is strong because their emotional connection to the library transcends the
library’s practical functions. More than any other segment, Super Supporters see the
library as a place where they can better themselves and become the people they always wanted to be. They hold the librarian in high regard and recognize the value that librarians bring to the research process.p 116

Super Supporters use the library to feed their voracious
reading habits and to recommend children’s books p 118

This group supporters the library, ranking it second highest (only behind the Fire Department) for priority support. However, they support EVERYONE very highly. They are big community supporters, are influential (even powerful) figures in the community.

I always think it is interesting when libraries think organizations, groups, or individuals may not fund a library initiative because the particular entity funds another heavily. It seems to me those who fund, fund EVERYTHING well. I have never seen an either or situation. These are the "rah rah" community supporters.

Super Supporters recognize the library’s contribution to a successful community p 123

Super Supporters believe the library helps bring a community together p 124

Chronic Non-Voters

The Chronic Non Voters segment of the Library Supporter Segmentation Pyramid
represents 26.6% of the U.S. population ages 18–69 in communities with
populations of less than 200,000. Chronic Non Voters are the group least likely
to improve funding support for libraries. Chronic Non Voters are not registered to
vote, or they are registered to vote but report a track record of not voting in primary
elections, presidential elections or local elections. Chronic Non Voters are unlikely to
be motivated to vote in the future. This segment represents 0% of respondents who
said they would definitely vote yes in a library referendum. p.128

I can hear it now when I write this. "Boo hiss boooooo!" These people apparently don't care about anything. They are not involved in anything. Their lack of support isn't just for libraries, it's for everything. They have basically dropped out of democracy and don't support their local community. The more disconnected the population feels, the more the support wanes. I would go so far to say that if the general public has a tendency to distrust government, particularly the local government, support for everything wanes. Even if it isn't a problem with library performance, dissatisfaction for local government or for the local community translates to a problem with the library.

Elected Officials (Chapter 3 goes into Elected Officials perspective)

Elected officials have views about the library similar to those of the Probable
Supporters. They appreciate the added value librarians offer and see librarians as
important figures in rallying community support. Elected officials are knowledgeable
about libraries and their value, but they often do not see the library as a necessity
for the community. The library is seen as a community ‘amenity’ rather than a
‘must have.’ p132

This seems to be a balance of non-usage. Most City Councilmen don't need the library, they understand the big value in the community, but if it hasn't touched their life (they don't use it, their family and friends don't use it) that is where the "isn't necessary" comes in. In my opinion, this really goes back to a complaint issue. People will complain if they don't have adequate service and if the library provides good enough service so that people don't complain, than they are doing their job.

The Library consistently ranks below, Police, Fire, Schools, and Streets in that order. (Reality check, more people complain about the lack of these things. If there is a crime, and the cops show up really late, or there is nothing done about the crime, people get angry. If the Fire response is too slow and it is a life or death situation, that's serious. If the schools are failing, everyone takes notice and wants to know what is being done about it. If the streets are in disarray, that will also cause a trip to City Council to complain. Even though the library is used more often than two of the four services (more people visit a library in their community than need to call police for a crime or fire for a medical/fire emergency, but they do send their kids to school every day and drive them there on city streets), they aren't supported more.

Local elected officials (68%) are more likely than voters (59%) to have lived in their community for more than 10 years. Elected officials are more likely to be members of a variety of local organizations, including Friends of the Library groups. Forty percent (40%) of elected officials surveyed were members of Friends of the Library, compared to 9% of voters and 11% of Probable Supporters. p 137

Elected officials are more likely than voters to recognize library financial needs; yet 73% believe the library has sufficient operating funds p 140

I think this goes back to the complaint issue. If people are not complaining about the lack of service, then it is fine.

Advice from elected officials:

  1. Stress the library’s return on investment (ROI) to the community
  2. Build strategic partnerships
  3. Be proactive
  4. Engage voters in the campaign
  5. Stress the broad appeal of the library

Elected officials on library funding campaigns

Elected officials cited a number of important components required of a successful
library funding campaign:
  • Messaging that focuses on the broader value of the library to the community,specifically a community gathering place, access to technology and programs for teenagers and other groups
  • A passionate, committed and active champion(s) who can rally support among the elected officials and community influences
  • Civic engagement, including a commitment to speak with every relevant group in the community to encourage grassroots support
  • A willingness to partner with other public services in a joint effort where strategically advantageous
  • The ability to ask for the right support at the right time:
    • Voter turnout is greater for general elections than local elections
    • It is often easier to campaign for a new building than for operating funds.

The next part focuses on how people vote and awareness. Many people who say they would vote for a bond issue, may not do so.

Furthermore, it states that while the breakdown of support is 37% definitely yes, 37% probably yes, and 26% no the probably part should concern libraries.

Familiarity with the full range of library services was not a determinant of library funding support for the library’s top funding supporters. p 148

Neither was usage

Frequency of library visitation is not a determinant of funding support. p 149

A definite need, the "passionate librarian"

These five attributes can be combined to describe the ‘passionate librarian’:p152
  • True advocate for lifelong learning
  • Passionate about making the library relevant again
  • Knowledgeable about every aspect of the library
  • Well-educated
  • Knowledgeable about the community.
There seems to be a DEFINITE correlation between passionate librarians and support. Sure if your staff doesn't care about the library, why should anyone else? Furthermore, if you are a mover and shaker is it more important that you ARE one rather than what specifically you are doing?

The library is perceived as a service that provides ‘information with a purpose.’ As the framework illustrates, this perceptual territory, ‘information with a purpose,’ is a very crowded space. There are many other information and learning services located in the same quadrant including, online bookstores like, search engines and bookstores.
These brands and services are redefining the role and definition of information.
Belief that the library is a transformational force in people’s lives is directly related to their level of funding support.p 156

Rewards Framework:
  • Helps create who you are
  • Makes you feel good about yourself
  • Allows you to appreciate the beauty in life
  • You come away feeling like you really learned something
  • Fills you with hope and optimism
  • Empowers you
  • Helps you seek truth
  • Serves a serious purpose
p 157

The library needs to be transformative. Libraries that are perceived the same as "watching a documentary" is a snoozer. Libraries perceived as taking a class for fun, going to a religious service, or getting a college degree are better. How can I change myself? How can I improve myself? What can I learn today? Rather than functional like reading the newspaper.

Increasing support for libraries may not necessarily mean a trade-off of financial support for other public services. p158

The public library receives just under 1% of the total local operating budget. p 158

A side-by-side comparison of the willingness of a voter segment to increase taxes to
fund local public services, including the public library, shows that a willingness to
fund one service is often similar to their willingness to support other local services. p 158

Elected officials are supportive of the library—but not fully committed to increasing funding. Engaging Super Supporters and Probable Supporters to help elevate library funding needs is required. p160

DING DING DING. Don't go after Mayor and Council, go after the people who have influence over mayor and council. Who are those people? Who do Mayor and Council listen to? Those are the people you need to talk to.

Best Factors for motivation

Early memories, the library as a transformative force (your storytime kids will ensure funding in the future )

Current perceptions are important. The idea of what the library can do and what it represents

“People who’ve been exposed to libraries realize that there are
a lot of other cultures and things out there that a small town of
4,000 doesn’t provide access to. The library is literally
a window on the world.”
(Super Supporter, McPherson, Kansas) p 169

During the course of discussion it surfaced that, even for the most passionate lovers of the library, the library is becoming less relevant. Access to information from other sources, often the Internet, is changing the relative importance of the library. Many assumed that usage of the public library is down as ‘other’ people are increasingly turning to the Internet for information. p 171

“If they close off the libraries, you don’t have to worry about a
Brain Drain. You’ll close off the mental capabilities of the people.”
(Super Supporter, McPherson, Kansas) p 172

I felt the presentation to the population was a bit extreme. You either have libraries or you don't Yes that shows what the impact is, but it doesn't address an unfunded library. I think the extremes here are troubling and unhelpful. No we don't want it to close, but will we allow the library to be underfunded? And what is underfunded in the average community member's mind. What is underfunded? What is the community member willing to accept?

Library's Relevance is questioned
  • Information: The library is one of many sources of information. It could potentially be replaced by a combination of bookstores, schools, coffee shops and the Internet.
  • Institution: The library is an institution sometimes associated with an out-of-date building, aged materials and limited accessibility. (The library has limited hours, the Internet is available 24/7.)
  • Nice to have: Availability of so many other options for information and learning make the library a ‘nice to have’ service, rather than a necessity.
  • Past: The library is an important part of supporters’ lives, but they question whether it is still relevant for their children and grandchildren.
  • Altruism for others: The library is less important to them, but it is important for ‘other people’ in the community.
p 174

Why people vote no

Even though the libraries in that town were closed at the time of the focus group research, the Probable Supporters were planning to vote ‘no’ at a pending library levy to raise the operational funds that would allow the library to open. This was not because they were against the library,
“Feeling good
doesn’t equate to voting ‘yes’ for a library referendum.” but they saw it as a personal statement against the local city council who they felt had mishandled funds that had previously been raised for the library and then placed into the general fund. Even in that situation, the residents believed that ultimately the funding situation would be resolved and the libraries would reopen. p 179

I remember the City of Mesa in Mesa, Arizona when their property tax initiative failed. It was perceived by the public that the city had mishandled funds and that this was a bailout. Some other failed initiatives have the same theme, "We feel you mishandled our funds.", "We feel you are not going to use these funds what you say you will." Track record of previous projects will crop up. Does the library appear to be using its funds adequately? If there are detractors, what are they saying, is it being addressed. If you have a bond or referendum election during an off election year, the no vote becomes that much stronger. If you have that same election during a Presidential or Congressional election cycle, you will have a better chance at success. I wonder if OCLC actually looked at the stats on that?

Probable Supporters and Super Supporters felt that support for libraries
can be improved by increasing the public’s attention to four essential community benefits that the public library uniquely delivers:
  • Equal access: “No kid should have an excuse for not having a book or knowing how to do research. If you don’t have a computer at home, you can go to the public library.” (Probable Supporter, Huntsville, Alabama)
  • Shared community values (or teaches values) “It’s one of the few things that truly can provide a sense of community. It doesn’t belong to anyone but to all of us. It’s a good lesson in respect, being quiet, signing up for Internet time, returning books on time. It’s kind of a good building block in respect.”
  • A sacred place “It’s a gathering place where lots of different people can listen to someone else’s ideas, whether spoken or written.” (Super Supporter, Medford, Oregon)
  • Community stature. “It represents a commitment by the community to cultural and intellectual activities.” (Probable Supporter, Pittsburgh, Pennsylvania)
p 180

Some objectives

Make the library relevant for the 21st century.
Instill a sense of urgency by putting the library in the consideration set
for local funding with other public services, like police, parks and fire.
Activate a conversation about how the library is a vital part of the
community’s infrastructure and future.

General conclusion. This is the same research you can find on getting any bond election passed. They are the same issues for the community as for the library.

The city wants to pass a bond, the perceptions must be the same. You must also time this during a big election with already high turnout. Any negative campaigning can be drown out.

If there has been some scandal in finances or if this is perceived as a bail-out, expect a no vote.

If you have tried a levy, etc, and it failed, and you are going again and haven't changed the package, you will continue to fail.

Most U.S. residents are aware of the traditional ‘informational’ library services, such
as books, newspapers, magazines and Internet access. Far fewer know about the
many value-added and ‘transformational’ services provided by their libraries, such as
teen programs, computer training and ‘English as a second language’ (ESL) classes.p195

The transformative nature. Let's look at activity based costing. The most expensive program is the tutoring program. It is the most transformative, but most costly. These people will be supporters and the people who understand that need will support us supporting them. The person must see the need.

Today’s support comes from those who believe libraries transform lives. I would also state that a library that is perceived to do this, even from people who have not participated in the library, would show support for a library that does this. In fact, the person who sees that the library is doing this will support the library more than the person who is actually using the service for that need. This is generally why libraries that are more successful are action based (strategic plan) versus stats based (your stats went up, so what?). They can also change the perception of the library. If the library is perceived to be old, run-down, and mis-managed, you won't get funding even if you need it. If the library is perceived as modern with modern conveniences, even if the library doesn't need the funding, they could get it if they asked. Is it just a perception issue that libraries can work on with a focus on how the library transforms people rather than provides access to things? There is a great deal to ponder here.

Sunday, July 20, 2008

From Awareness to Funding Part II (The Probable Supporters)

The last post on the report on From Awareness to Funding (an OCLC report) focused on the first 60 pages. Those pages primarily discuss the non-supporters.

The next section covers the Probable Supporters. The Strong Supporters section, briefly mentioned, spoke of community members who strongly supported the library, but did not necessarily use the library extensively (it comes later). They understand the value of the library and the benefit to the community.

However, the Probable Supporters support the library because they use the library. The Four categories of probably supporters are:
Just for Fun
Kid Driven

Library as Office

Look to Librarians

Greater Good

"The Just for Fun respondents are the heaviest users of the library, reporting an average of 36 visits per year."p 71

"While the Just for Fun voters are the heaviest users of the library, they are the least likely of all Probable Supporters to vote in favor of an increase in library funding. p 71"

That matches the Financially Strapped as two categories of heavy library users that are the least likely in their categories to fund library initiatives. This group obviously favors the library and would support it in an election, but I wonder where the line is crossed for this group to go from supporter to non-supporter (the bad economy affects this). Furthermore, one identifies it as a need, but can't afford more, whereas the Just For Fun don't identify the library as a need, but a want.

"They see the library as a place to relax, hang out and socialize with others and recognize the library’s role as a community gathering place. However, they are not as emotionally connected to the library as other segments on the Probable Supporters tier and are less likely to support it financially. p 71"

Does that mean they like it, but consider it frivolous?

I have to say, I find it odd whenever respondents state the top thing they check-out are non-fiction titles when my circulation data states otherwise. (you'll see this pattern throughout)

In my library's master plan study, the results here were similar. The majority of people stated they checked-out non-fiction and used reference the most of any other service.
My stats say Fiction/Bestsellers and DVDs.

"The Just for Fun segment represents almost a quarter of all library visits (23.9%).p75"

This part was interesting:
"The Just for Fun segment has a greater awareness of what is available at the local public library than average for all voters. In particular, its members see the library’s Internet access as a big draw and they love to read. They have the same positive associations with the library that are common across all Probable Supporters segments but have less of an emotional connection than other segments on this tier. Compared to other Probable Supporters, Just for Fun respondents are less likely to see the library as a place that helps them improve intellectually, creatively or personally. The library is a place to hang out and socialize, and Just for Fun respondents value the library’s role as a community gathering place and social hub.p 76"

Does this mean library initiatives for making the library a community space creates high usage, but doesn't create any more support?

This seems to explain the the phenomenon I remarked on in the first part of this post. We have high usage, but funding comes a bit more slowly.

Is the community hub a bad idea if it doesn't translate into community support?

"The library is seen less by Just for Fun respondents as a place to better themselves intellectually, creatively or personally. p. 79"

Just for Fun respondents have a tendency to be uninvolved in the community, but make a point of voting in local elections. Their their voting habits tend to be liberal and respondents are the least likely Probable Supporters to definitely vote yes for a library referendum

"Kid Driven respondents visit the library more than average with 19 visits reported annually. They are typically accompanied by at least one child. They regularly check out materials for children and participate in the children’s programming. Kid Driven respondents are willing to support the library financially because of the role it plays in educating and inspiring their children to be the best that they can be. p 80"

"The Kid Driven voters are emotionally connected to the library, seeing it as offering an
exciting and diverse experience that inspires them and helped shape their identity.
They hope the library will do the same for their children. p. 85"

Back to the emotional connection discussion. They understand the power of the library to transform. The value their children's education and library's potential to help. Parents are some of the best advocates of the library. They can physically see the advantages demonstrated in their child's advancement.

The library as office segment takes advantage of the library's technology and resources. It "fulfills a practical function and is more about knowledge than a personal connection".

"Library as Office respondents are more likely than other segments to operate businesses or work in the same towns where they live. They have a tendency to live in smaller, rural towns across the Midwest. p89"

18 visits annually

"The Library as Office voters feel that they always leave the library having learned something new. Their connection to the library is practical rather than emotional and their ideal library would offer services tailored to the business user. p 93"

Library as office segment see the library as a resource; it has the tools they need. They are very knowledgeable and are aware of library tools with little or no assistance. They use the Internet because of limited access at home and like library environment. They like the learning environment. It's all practical, it's about information, but there is no personal connection.
There is no transformational connection.

Library as Office wants more business support. I liked this part, very detailed. This is a careful line to cross for libraries. If you are dedicated to small business support, the office resources provided to the public are critical, but are very time consuming and costly. In this case, the library duplicates some of the resources you can find at a local Office Max.

"The Ideal library: A resource for small businesses: Provides all of the resources a small business would need, including free temporary office space, computers with Internet access, phone, copier, scanner and fax machine. It would also provide access to online databases like ABI/Inform as well as other business-related resources like books about finances, marketing, etc. Resource for tax preparation: Provides tax forms, access to tax preparation resources and step-by-step guidance during tax season Workforce training center: Provides instructor-led classes on entrepreneurship, presentation skills, computer skills, sales generation, financial planning, marketing and other business-related topics in order to improve the workplace skills and marketability of community members" p 95

They are more likely to be Friends of the Library. (That explains the Friends support for me. Lot's of business buy tables, donate money, but may not come to dinner or library.)


"Look to Librarians voters have the foundation of a strong emotional relationship with the library and they see the library as a place where they can better themselves intellectually and feel like they belong. They also see the library as a place to escape from everyday life. p 97"

"...this is the only segment to rank public libraries as the number-one priority for an increase in taxes across all seven public services surveyed, outranking the police and fire departments and public schools. p 97

"Look to Librarians voters volunteer in their community and at the library and are active participants in local organizations. They have a long-standing and ongoing relationship with the library. This relationship has led to a strong emotional connection and a sense of belonging. p. 102"


Although this group uses the library infrequently with only 4.5 visits a year, its members believe that the library plays an important role in serving the needs of the community and can be a great source of pride.p. 107

The Greater Good respondents see the library as a noble and necessary institution, a source of pride in a community and a place that brings people together. They believe that the library turns people into thinkers and achievers instead of passive participants in life. p 112

This covers up to page 112. Part III will cover the rest and summarize.

Thursday, July 17, 2008

From Awareness to Funding Part I

I have been waiting to review this document for a while. From Awareness to Funding is an OCLC report that surveys who supports libraries and why. It also surveys why people don't support libraries and why. I enjoy getting information on how the public perceives and uses the library. We went through a similar process when we developed our 20 year master plan and our bond referendum. Both identified key issues for the library and helped us pass our bond.

Some of the points in the document provide keen insight to why referendums and levy votes fail. Some of the points I don't agree with as I see them as points very difficult to convey, such as explaining where the library gets its money. Some financial analysts cannot clearly decipher and explain the complexities of the local taxing system. It is difficult to do that without appearing too obfuscate. The density of the annual report is enough to scare anyone away.

Some highlights for now:

(Introduction: Funding the mission)"While successful in raising demand, the majority of library campaigns have been aimed at promoting library services and driving library use,not increasing library funding."

YES!!! This is where my library is right now. We have huge increase in demand, but we are very slow to catch up to it.

"Our hypothesis:U.S. public libraries are facing marketing and advocacy challenges that have been faced by other ‘super brands.’ Lessons learned and successes achieved can be applied to increase library funding. Utilizing marketing and advocacy techniques targeted to the right community segments with the right messages and community programs, we can improve the state of public library funding."

There were eight important findings derived from the quantitative research:

1. Most people claim they would support the library at the ballot box—fewer are firmly committed to it.

2. There is a lot that people don’t know about their public library.

3. Library support is only marginally related to visitation. Advocating for library support to library users focuses effort and energy on the wrong target group.

4. Perceptions of the librarian are highly related to support. ‘Passionate librarians’who are involved in the community make a difference.

5. The library occupies a very clear position in people’s minds as a provider of practical answers and information. This is a very crowded space, and to remain relevant in today’s information landscape, repositioning will be required.

6. Belief that the library is a transformational force in people’s lives is directly related to their level of funding support.

7. Increasing support for libraries may not necessarily mean a trade-off of financial support for other public services.

8. Elected officials are supportive of the library—but not fully committed to increasing funding. Engaging Probable Supporters and Super Supporters to help elevate library funding needs is required.p 24

"Respondents who have the strongest beliefs that the library is a source of transformation are those who are most passionate about the need to protect, support and fund the library." (p 25)

"Instead, the research indicated a need to appeal to both the heart and mind of the potential voter, positioning the library as an important part of the community’s infrastructure that plays a key role in providing equal access to resources vital for thriving in today’s digital world. (p25 "
Overall, I have marketed the library and advocated for the library. We are embedded in the community, people see our value.The friends group makes $25,000 that goes right into library projects. We passed a bond by 66%. However, the traffic exceeds the funding right now. It always will in government. I wonder what the breaking point is.

I liked the breakdown in this pyramid for library support:

"The Financially Strapped generally believe that the public library already has sufficient funding. The Financially Strapped segment is more than twice as likely(53%) as the average for all voting respondents (23%) to believe the library should be able to operate on its current budget. This segment is not willing to increase taxes for library funding." p 48

Generally, the Financially Strapped won't pay for extra funding. I can understand that without all the graphs and charts. If you can't make ends meet, you can't afford another dollar no matter WHAT the value is. It's called being nickled and dimed. (I have to say look at that discrepancy near the bottom. That's a 22% difference between those who attend literacy programs and those who would support additional funding.)

"The most defining characteristic of this segment is its members’ lack of involvement with their local public libraries and with their communities as a whole. The Detached segment is the least involved with their library of any voting segment. They use the library less than other segments and do not see its relevance to the community. p 50 "

I see this as a problem with a new segment of the population moving in. With the recent housing boom, many communities are seeing many new faces. Have those faces been integrated into the community? A bedroom community could have this problem. A community in which the residents go elsewhere for shopping or other amenities hurt that community as a whole, not just the public library.

"The Detached segment tends to have higher household incomes than average, with 29% having an annual household income of $100,000 or more,compared to 19% of the total voting respondents. p 50 "

This also fits with my community. We have had a housing boom with more white collar households.It has been difficult to engage them or even to get them to shop in town. This is mostly due to them moving to the northern side of town and commuting to work and leaving to go shopping on the weekends.

"They are more likely to have Internet access at home than other voting respondents and think that the information provided by the Internet is as good as that provided by the library.p50 "

"Not only are the Detached respondents uninvolved with their local libraries, they are uninvolved with their communities. They pay less attention than average to issues around local politics and the local economy, and are less-frequent consumers of local media. The Detached segment tends to believe that everyone in their communities has Internet access. They fail to recognize the library’s role in providing equal access to technology for community residents.

With higher than average income, the Detached segment is better able to afford an increase in taxes to support public services than many other segments. But lack of connection to or interest in the library and their communities make them unlikely to support tax increases to fund the library.p 50 "

I can understand this. If I don't use it, why should I pay for it? This is the segment that want to lower taxes. Some would say, "I don't want to pay to help the poor or someone else." What if some Library Directors fell into this category?

The Web Wins
The web Wins section is a no brainer. This is the biggest, "Isn't everything on the web?" segment you always hear. Librarians try to get this segment by placing library services online. Sometimes I wonder if some librarians are getting too far into this realm. (As in using the web so much that they don't use their own library.)

I will post a second post and an overall summary...