Building a new service culture happens when staff are invested, engaged, and understand the direction of the library. Mobilizing staff to create new habits that have long-term impacts on service is the key to affecting cultural change. This session will assist library leaders in identifying practical strategies to create a system-wide change focused on improving customer relationships.
The Orange County Library System will share the success story of transforming their service culture by involving staff in the change management process - start to finish; and through the roll-out of a new vision, mission, values, strategic plan, and customer service standards.
To become more customer centric, libraries must engage staff in new ways of thinking and help them to create on-purpose, customer focused habits that have long-term impacts. To be successful, the entire team needs to understand the expected behaviors of the new customer service standards, actively engage in these behaviors, and participate in meaningful activities that reflect and reinforce the new expectations.
While OCLS’ experience is specific to public libraries, leaders from organizations of all types will leave with tools to implement a culture of service that works for them.
ALA Unit/Subunit: LLAMA
Meeting Type: Program
Cost: Included with full conference registration.