Strategic Area One: Improve the Customer Experience, establishing OCLS as a friendly, welcoming and community centric service
A. Establish an ongoing customer service training program
- Provide training for managers on leading a customer centric culture
- Evaluate service standards such as call wait times, computer wait times, check out wait times, claims processing times, setting standards
- Provide training for employees on techniques for interviewing customers
- Define Additional Customer Service Measurables - create customer service scorecard
B. Evolve the Mystery Shopper program to be a customer feedback based metric which delivers on customer-centric attributes. Engage in an ongoing program of customer feedback
- Gather customer feedback on key library services
- Develop a staff training tool to introduce the mystery shopper program
- Explore opportunities to enhance and expand the agile survey techniques
C. Provide inviting facilities to fulfill community needs
- Evaluate renovation needs
- Explore feasibility of rehearsal spaces in Melrose Center
- Survey Melrose spaces, services, and technology
D. Enhance the on-boarding experience for new customers
- Evaluate ILS operations
- Research creating videos that are sent with reminder messages that detail "how to"
Strategic Area Two: Increase awareness of OCLS and what is offered
A. Develop a strategic marketing plan
- Evaluate branding and collateral across all locations and adjust as necessary
- Conduct market research to assist in marketing to target audiences
- Craft strategic email marketing campaign to better market to existing customers
B. Leverage storytelling
- Identify library customers to engage in library marketing campaign
- Explore strategies that allow customers to submit their own library stories
- Explore use of new social media platforms for effectiveness in library marketing
C. Community outreach that builds awareness
- Evaluate existing partnerships and refine as needed
- Expand partnerships with like-minded community organizations
- Evaluate outreach initiatives for inclusion and diversity
D. Empower employees to be ambassadors for OCLS
- Provide staff training in SumTotal that teaches staff to be more effective content creators for the library
- Evaluate success of monthly talking points and toolkits and refine as needed
- Evaluate work of Diversity Committee and refine as needed
Strategic Area Three: Deliver experiences that offer opportunities to help the community learn and grow
A. Kindergarten preparedness
- Train staff to offer Countdown to Kindergarten
- Evaluate and create on-demand recording for Kindergarten preparedness
B. Early and family learning
- Develop caregiver Every Child Ready to Read workshops
- Create new programming content that is reflective of our diverse community
- Participate and use tools learned in PLA’s Advancing Family Engagement in Libraries Series
C. Provide experiences to enhance life skills
- Create and expand offerings to support sustainability and conservation in the community
- Evaluate services to ensure a diverse and inclusive environment that reflects our community
- Continue to pursue and evaluate grant/award opportunities
D. Provide service delivery via technology
- Explore and implement alternatives to traditional services
- Evaluate Technology plan for relevancy
E. Explore new potential locations, project revenues and capital resources to service the community
- Finalize Land Lease for Horizon West Branch
- Hire architect / engineer to design new Horizon West Branch
- Hire Construction Management Firm to build Horizon West Branch
- Finalize building lease for Lake Nona
F. Partner with schools
- Develop onboarding, training & resources for school liaison
- Evaluate partnership opportunities with local higher education institutions (Valencia- Big Read, Social Justice Inst. UCF etc.)
- Expand field trip offerings to new audiences.
G. Foster Innovation & New Services
- Expand library offerings in targeted communities
- Explore community art products/projects
If you have any comments or questions please email us at comments@ocls.info.