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DELIGHTED MONTGOMERY

Child reads to a dog at Olney Library
  • Inviting Spaces
    • Refresh branches
    • Prioritize flexible room use and creating opportunities for collaboration in space design and planning
    • Strive to resolve accessibility concerns in any branch reorganization or refresh projects
  • Customer Driven Decision Making
    • Implement multi-channel mechanisms for gathering and evaluating customer feedback
    • Continually improve and adapt library services and spaces to meet customer needs
  • Responsive Materials Process
    • Decrease wait time for high demand and new material
    • Match branch collections with community demographics
    • Add new materials that align with customer needs
  • Enhanced Programming
    • Increase successful programs
    • Create programming to reflect the diversity within our communities
    • Increase programs and resources for independent use
Director Hamilton presents on Library Link program
  • Relevant Technologies Through 21 st Century Technology Funds
    • Provide up to date technologies
    • Optimize the use of technology
    • Provide hardware and software that reflects the current and future needs of customers
    • Provide access to and training in emerging technologies to use in library programs
    • Provide technology resources that allow customers to build valuable and relevant skills
  • Effective Partnerships
    • Identify and work with partner organziations and County agencies to provide a broader range of resources to customers
  • Common Sense Policies and Procedures
    • Modify to eliminate barriers to service
    • Rewrite in plain language
    • Translate into the main languages spoken in the County
  • Effective Information Service
    • Conduct technology classes
    • Use staff expertise to identify the most useful databases and help customers navigate e-resources
    • Refer customers to non-MCPL resources
staff in training at Silver Spring Civic Building
  • Staff Recognition
    • Support staff to introduce innovative ways to meet community needs through programs and services
    • Encourage staff to share successes across the system
    • Promote staff excellence in internal and external communications
    • Reward staff accomplishments and Staff Development and Training Day
    • Nominate staff and staff work for external recognition
    • Reward excellence in customer service
  • Staff Skills Support
    • Continually improve the customer experience through staff training and development of customer service skills, new techniques, technologies, and resources
    • Encourage participation in committees, panels, and groups
    • Encourage sharing knowledge through publications
    • Create a staff talent database
    • Share best practices across branches
  • Staff Engagement with the Community
    • Create resources to introduce new customers to library services
    • Identify ways in which the library can address community needs
    • Share trends and opportunities to become a cutting edge system
    • Share information across the system and with the larger community

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