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Goal Champions:  Catherine Mau, Bashiru Ettu and Tanika Martin

By 6/30/11, 95% of library customers will report that they experience the physical facilities as clean, inviting, comfortable, properly-maintained, environmentally friendly, safe, and accessible. 

By 6/30/11, 95% of library customers will report that staff and volunteers are knowledgeable, friendly, accessible, and attentive to their needs.

By 6/30/11, 95% of library customers will report that remote access to the library is as user-friendly as on-site access.

By 6/30/11, 95% of library customers will report that library policies are customer-focused and support customers finding the resources they need.

By 6/30/11, 80% of customers will report that they find the information and materials that meet their information needs.

The library will aggressively market its services throughout the community.

By 6/30/11, circulation of parenting, child care, and early literacy resources will increase by 50%--based on data for fiscal year 2007.

By 6/30/11, the library system will develop intergenerational programming that supports children and families, and creates community.  Increasing numbers of people will attend these programs.

By 6/30/11, use of the library by teens (12-19) will increase by 50%, based on data for fiscal year 2007.

By 6/30/11, average computer wait time will have been reduced to 10 minutes.

By 6/30/11, 80% of those library customers needing/desiring training receive it.

By 6/30/11, 25% of people attending programs will do so virtually via an e-learning technology such as podcasts, streaming video, or purchased content.

By 6/30/11, all staff will have core competencies in technology-related communications, as well as PC- and Web-based applications.

By 6/30/11, use of the library by English-language learners will increase by 200%, based on data to be collected in 2009.

By 6/30/11, usage of the Library’s Durham local history collection will increase by 25%, based on data to be collected in 2009.

By 6/30/11, participation in DCL-sponsored (or co-sponsored) programs highlighting local arts, literature, and culture will increase by 15%, based on data to be collected in 2009.

By 6/30/11, align facilities with customer service needs so that facilities support the welcoming customer environment and services needed by the community that are called for in Goal #1.

By 6/30/11, have a plan for the future of the Main library facility.

By 6/30/11, examine alternative ways to deliver service, especially to at-risk populations:  kiosks, small community branches, deposit collections in low-income housing communities, clinics, vehicles, and other specialized facilities.

By 6/30/2009, have a plan to restructure selection of library materials and collection management.

By 6/30/2011, create customer-centered library collections.

By 6/30/2011, create a comprehensive plan for collection merchandising and maintenance to display and circulate relevant and attractive collections that meet the needs of library customers.

By 6/30/2011, evaluate existing collections and consider new formats and technologies to provide customer-centered collections.

By 6/30/09, all new staff will participate in the library’s orientation program.

By 6/30/11, the library will have a staffing plan in place that allocates resources in support of the Strategic Plan.

By 6/30/10, the library’s recruitment processes will result in diverse, bilingual staff who fulfill the objectives of the Strategic Plan.

By 6/30/11, 100% of staff will participate in the library’s training program to enhance retention, promotion, and individual growth.