Customers First at London Public Library

Session # 309
Customers First at London Public Library
Anne Becker, Chief Executive Officer, London Public Library.

"London Public Library is undergoing a significant transformation. We are changing how we see and take action in response to our customers and their diverse needs, wants and expectations. Everything is being modified, including our strategy, vision, brand, service model, physical and virtual space design, marketing, technology and our culture. Hear more about the reasons for change, the progress to date, and what's still to come. "

In 2005, the London Public Library seemed to be a successful organization. Why did LPL embark on a journey of change?

1. The Internet's impact has been exponential, not linear. Libraries have a choice - to embrace, ignore or watch this impact unfold.
2. The world in which libraries operate is fast, intense, complex, diverse and inter-dependent. Libraries need to figure out how within this context we can stay viable and important to the community.
3. Our environment is an ocean of technology and information. Libraries need to be seen as a leader in this ocean.
4. Our customers are empowered - they have the power of choice. We need to better understand their needs.
5. LPL has to deal with large urban centre issues (homeless, drug use, etc.). It needed to find a way to contribute and make a difference to the socially excluded.
6. LPL needed to find a path to relevancy (to all ages and groups) in a competitive environment.

Libraries must be about more than the delivery of information. They need to be about learning and empowerment, community-building and the customer experience - customers choose! They choose to enter our doors and be served by us. Or they choose not to.

LPL's Strategic Response - a new Vision:
London Public Library is the Community Hub that strengthens individuals, families and neighbourhoods by connecting them to people and to relevant information, collections, programs and resources.

And a new Value Promise - developed by staff:
On my journey of discovery, through each stage of life, I choose London Public Library...

In order to realize the new Vision and deliver on the Value Promise, LPL needed to realign its organization. The customer experience has moved from "shhhhh" to lively engagement, power walls, "ask us" signs and staff buttons, teen spaces, a virtual library branch, a website designed to engage and empower the customer, and a new marketing approach.

All this meant big changes for the LPL culture. To deliver on the Value Promise to the customer, staff developed a new approach to service:

• Postive and proactive
• Empowered through projects to deliver our Value Promise
• We embrace learning, change and innovation
• We put customers first

LPL Website: http://www.londonpubliclibrary.ca/