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Enhancing Mobile Library Services: A Strategic Approach to Building a Service Matrix

Discover how the Arapahoe Library District transformed its mobile library services through a structured approach to building a service matrix. This presentation by Cindy McFadden outlines the strategic plan, including the decision to enhance service with a new bookmobile and connecting with community needs. Learn about the development of a scoring system based on criteria evaluation to optimize service stops, enhance scheduling, and allocate resources efficiently. With practical insights from theory into practice, this case study highlights tangible outcomes and lessons learned.

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Enhancing Mobile Library Services: A Strategic Approach to Building a Service Matrix

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Presentation Transcript

  1. All Aboard!Creating a Service Matrix for Mobile Library Services

  2. Cindy McFadden, MLIS Coordinator/Supervisor   Outreach Services  Arapahoe Library District Centennial, Colorado Arapahoe Library District 

  3. What Put us in this Position? • Strategic Plan Tactic for a 2-vehicle service model • Bookmobile taken off the road • New OBS bookmobile ordered • Delivery expected in February 2010 • Where will we go and who will we serve?

  4. Looking for Best Practices • Review of professional literature  • Talking to our peers in the industry

  5. Building a Schedule Leads to Building a Matrix Request for proposal (RFP) process for choosing the right bookmobile vendor Could this work for choosing the right bookmobile stops and hours? • Objective, fact-based • Could have multiple criteria • An official "scoring system" helps validate "gut instinct" and staff experience • Can save money or resources • Can get us to a better product

  6. How Did We Build It? • Determining our priorities for criteria  • Flow Chart • Associating conditions with the chosen criteria • 'Hard' data vs. 'soft' data • Scoring the criteria

  7. Construction Phase II • Setting up the scoring system • Criteria are weighted equally with each other • Conditions are assigned percentages  • rank x weight x factor = score • Criteria Evaluation

  8. Construction Phase III:  Scoring the Sites • Assigning scores to actual sites • Sample of the populated Matrix

  9. Range of Service • Determining the range of scores for service • Levels of service • Levels of Service--Visual • Service Levels

  10. Activity: Creating Your Own Matrix Practice Matrix

  11. Outcomes:  From Theory to Practice • How is it working? • Lessons learned

  12. Continuing Service Matrix • October 2010: 6 month evaluation of service • Kept all other content for matrix • Added Site Condition and Use criterias   RESULTS: • Ended two stops • Lengthened service at two stops • Added two additional stops in Glendale for twice a week service

  13. Selected Bibliography ALA Office for Literacy and Outreach Services.Handbook for Mobile Library Services Staff. http://www.ala.org/ala/aboutala/offices/olos/bookmobiles/Mobile_Services_Handbook.pdf. Accessed 8/17/2010             Clements, Angela. On the Move with the TCPL Mobile Library: What it Takes to keep rolling. Indiana Libraries. 27 no1 26-32. 2008.              Dixon, Ann R. Feasibility and Options in Bookmobiles and Mobile Libraries in Rural Areas: A Case Study Approach Using Alaska's Experience. Bookmobile and Outreach Services. 9 no 2 17-58. 2006.             Murray, K., et. al., Give the mobile service a fresh start – tell us where to stop. Library & Information Update (March 2010) p. 34-6.             Osborne, Robin, ed. From Outreach to Equity: Innovative Models of Library Policy and Practice. 2004. American Library Association. Chicago.   Smallwood, Carol. Ed. Librarians as community partners: an outreach handbook. Chicago: American Library Association. 2010.

  14. Service Matrix, 2/2010 Working Service Matrix, 10/2010

  15. Cindy McFadden Arapahoe Library District 5955 S. Holly St.  Centennial, CO 80121 303-792-8944 cmcfadden@ald.lib.co.us www.arapahoelibraries.org Contact Information

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