Chester County Library System Envisioning Our Future

Chester County Library System Envisioning Our Future 2018 - 2022

The Chester County Library System Strategic Plan for 2018 - 2022 guides our efforts to deliver value to our member libraries and their patrons, donors, volunteers and community partners. By working together to achieve common goals, we harness the strength of the people, resources and collections in public libraries throughout Chester County. This allows us to envision and create a future where we educate and empower our residents, enrich our communities’ quality of life and support the growth of a strong and vibrant economy. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Our Vision Chester County libraries are nationally recognized centers of knowledge, inspiration and opportunity, welcoming all residents and contributing to healthy, safe and economically vibrant communities. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Our Mission Chester County Library System ensures that every resident has access to exceptional opportunities to read, learn, create, connect and contribute to a better quality of life. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Our Vision Chester County libraries are nationally recognized centers of knowledge, inspiration and opportunity, welcoming all residents and contributing to healthy, safe and economically vibrant communities. Our Mission Chester County Library System ensures that every resident has access to exceptional opportunities to read, learn, create, connect and contribute to a better quality of life. … and they are perfect to use when explaining to people about the library! CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Our Guiding Principles Access We deliver fair and open access to all library system resources. We work together in partnership to achieve the best results for our library system and the Collaboration community. We provide consistently reliable customer experiences and services to our Member Libraries and Dependability the public. We believe that literacy is a fundamental right that enables every person to participate fully and Literacy equitably in our community. We acknowledge and welcome the diverse backgrounds, cultures and capabilities of our entire Respect community. Sustainability We recognize trends for the future while serving as good stewards of resources. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Our Strategic Goals Access Enhance access to Member Library resources and services for all residents. Capacity Building Strengthen Member Libraries' capability to provide superior services. Community Position our Member Libraries as the heart of the community. Engagement Knowledge and Ensure Member Libraries are centers of knowledge and inspiration that provide meaningful and relevant opportunities to read, learn and create. Inspiration Value and Deliver exceptional customer service to library users, donors, volunteers and community partners. Experience CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Let’s explore how what you do links to each goal and the associated key objectives and strategic initiatives. By ensuring what you do aligns with the system strategic plan you help us provide 5 star customer service. This all sounds wonderful But how do I go about making what I do ‘link’??? CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Here is our ** Access Goal Goal: Access Chester County Library System Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Let’s look at the various parts of Goal: Access this goal Chester County Library System What we want to Enhance access to member library resources and services for all residents. accomplish • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Let’s look at the various parts of Goal: Access this goal Chester County Library System What we want to Enhance access to member library resources and services for all residents. accomplish • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Let’s look at the various parts of Goal: Access this goal Chester County Library System What we want to accomplish Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Now that you understand the Goal: Access components lets see how you Chester County Library System contribute! Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

First – ask yourself…. In my role, which of the key Goal: Access objectives are ones that I can influence at my library? Chester County Library System Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Next – ask yourself…. In my role, what can I do at Goal: Access my library to contribute to a strategic initiative? Chester County Library System Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

For example, if you work at the reference desk, you are the front line person for patrons’ access to Goal: Access library resources and services. You have influence over all the key Chester County Library System objectives! Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

So for example, when patrons ask for help finding information you can direct them to one of the many Goal: Access websites or social media or mobile applications. This is a direct Chester County Library System connection to a strategic initiative! Enhance access to member library resources and services for all residents. • Increase the usage of online resources and services. Key • Streamline customer access to resources and services within library facilities. Objectives • Address the social, cultural and linguistic needs of the at risk populations in Chester County. • Provide welcoming, environmentally sound, safe and secure libraries throughout Chester County. • Increase by 10% targeted online resource usage (ESL statistics through Mango). • 75% of library customers who used library facilities agree or strongly agree they are satisfied with library Success facilities. Measures • Increase by 10% the circulation of specified materials which have been designated for at-risk populations. • Increase by 5% programs for at-risk populations. • 100% of facilities are ADA compliant. • Promote System and Member Library websites, social media platforms and mobile applications (online services). • Provide Member Libraries the information to ensure libraries' websites provide a consistent user experience for Strategic accessing the Chester County Library System resources. Initiatives • Support space planning and ADA compliance technical assistance services to Member Libraries. (referrals, resources, programs). • Assist Member Libraries to identify at risk populations in their service areas. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

? OK, so we have the Key Objectives and Strategic Initiatives links What about the Success Measures? CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Check with your Supervisor for reports on the success measures Discuss how the library is doing with your group or at staff meetings. If you are on track – GREAT, if not brainstorm with your group how to achieve the metric. 6 On Line Resource Usage for First Quarter 5 4 3 2 1 0 Category 1 Category 2 Category 3 Category 4 Series 1 Series 2 Series 3 CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

The following pages list the details for the remaining four goals: Capacity Building, Community Engagement, Knowledge and Inspiration and Value and Experience. The last page is a worksheet for you to complete on how you will align your daily activities to these goals. Once you complete this worksheet you should discuss with your supervisor and make sure you incorporate these into your own goals. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Goal: Capacity Building Chester County Library System Strengthen Member Libraries’ capability to provide superior services. • Assist Member Libraries in achieving more financially sustainable business model(s). • Support the leadership and governance of Member Libraries. Key • Objectives • Increase fundraising capacity of Member Libraries. Increase public awareness and marketing efforts of Member Libraries. • Aid Member Libraries in identifying and planning for the implementation of cutting edge library services. • 100% of Member Libraries maintain a balanced budget annually. • 100% of Member Libraries maintain a three-month operating reserve annually. • 100% of Member Libraries meet the Best Practice and Safety Standards. Success • Measures Increase by 5% the amount of income generated by Member Libraries from fundraising. • Increase by 5% the community outreach by Member Libraries as measured by Institutional Advancement Committee touch metric (Advocacy Days, municipal and town hall meetings). • 90% of Member Libraries agree or strongly agree they are satisfied with CCLS services. • Review with Member Libraries system wide efforts to reduce operational expenses through efficiencies and economies of scale with consideration of impacts on the environment. • Expand and enhance Trustee onboarding program. • Provide consulting and workshops to Member Libraries on: • Financial planning • Fundraising Strategic • Management and leadership Initiatives • Marketing • Safety awareness • Develop a CCLS Futures Team to explore social, economic and technological trends and identify library services Chester County residents will desire in 2025. • Establish system safety standards (i.e. safety, fire, cleanliness). • Increase publicity regarding cutting edge technologies available at Member Libraries. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Goal: Community Engagement Chester County Library System Position Member Libraries as the heart of the community. • Develop relationships with organizations to help individuals improve their health, wellness, financial Key stability and civic participation. Objectives • Support economic, workforce and entrepreneurial development. • Communicate the value of public libraries to policymakers, funders and the public. • Increase by 5% the number of co-sponsored programs at Member Libraries. • 75% of attendees at programs who complete the survey agree or strongly agree they increased their Success knowledge of health, wellness, financial stability and/or civic participation. Measures • 75% of attendees at programs who complete the survey agree or strongly agree they were satisfied with economic, workforce and/or entrepreneurial development programs offered by Member Libraries. • Increase by 25% the number attendees at legislative events hosted by the library. • Promote library resources for health, wellness, financial stability, civic participation and economic, workforce and entrepreneurial development by networking with external organizations and agencies. Strategic • Host annual CCLS Legislative Breakfast and similar events. Initiatives • Attend municipal meetings on a regular basis (Member Libraries directors or designees i.e. staff, trustees). • Reach out to various groups in the county to market programs and services available. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Goal: Knowledge and Inspiration Chester County Library System Ensure our Member Libraries are centers of knowledge and inspiration that provide meaningful and relevant opportunities to read, learn and create. • Curate, promote and advance relevant content in accordance with evolving usage trends. Key • Help children enter school ready to learn. Objectives • Provide opportunities for learning and creation through educational programs for children, youth and adults. • Increase by 5% the system-wide turnover rate for circulating materials. • Maintain a Customer Satisfaction rate of 3.5 out of 4.0 with the amount, quality & diversity of print and electronic collections & materials. • Increase by 5% Reference USA and Masterfile Premier usage. Success • 75% of parents/caregivers who complete the survey agree or strongly agree that the preschool program Measures will help their children enter school ready to learn. • 100% of Member Libraries that plan pre-school programs use the state standards. • Increase by 5% program attendance. • 75% of attendees who complete the survey agree or strongly agree that the program provided useful information . • Establish a content development task force to analyze current collections for relevancy and recommend content management best practices (print, electronic & databases). • Ensure every Member Library provides early literacy programs to support children's readiness to enter Strategic school. Initiatives • Provide advice, counsel and information to Member Libraries to help them identify early education needs. • Compile, promote and share information on library initiatives/programs across the system • Provide system-wide information on topic specific programs and events for patrons of all ages. CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Goal: Value and Experience Chester County Library System Deliver exceptional customer services to library users, donors, volunteers and community partners. • Provide excellent customer experience. Key • Increase usage of the resources and services provided by the Chester County Library System. Objectives • Captivate new library users and volunteers. • 90% of attendees that complete the survey agree or strongly agree they value libraries’ programs. • Increase the usage of databases, services and programs: • Increase by 5% the usage of databases (Mango, Reference USA and Masterfile Premier). Success • Increase by 5% the number of people who use library facilities. Measures • Increase by 5% the number of attendees at all programs • Increase by 3% in the number of new users over a 3 month period. • 30% of new users in a 12 month period continue to use services in the last 30 days. • Provide ongoing customer service training to staff. Strategic • Develop and distribute promotional materials for all resources and services. Initiatives • Coordinate and provide Library Card Sign Up opportunities in the community CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Don’t forget that each individual library has their very own strategic plan that links with and aligns with the goals in the System Strategic Plan. So when you align your daily activities to your local goals you are also connected to the bigger picture! CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

Here is the worksheet for you to complete and share with your supervisor: https://goo.gl/forms/NGtW14MqBfnzRqUz2 Thanks for taking the time to do this and help the Chester County Library System realize it’s Mission and Vision through your 5 Star Customer Service! CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017

CCLS Strategic Plan 2018 – 2022 Approved 12.19.2017