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17 <br />Priority #3 - Services and Community Space <br />OCPL wants to provide the very best experience for our library customers. This means interactions with library staff are overwhelmingly positive <br />and that staff always 'find a way to yes" when assisting customers. The best library experience also means offering programs with cultural, <br />educational and enjoyment value, that appeal to the community, and are offered at convenient times for the intended audience. Finally, an <br />outstanding library experience is grounded in being in a physical space that is conveniently located, attractive and maximized for current and <br />future use. <br />Action Steps <br />Focus Area #1— Commit to delivering high quality and personalized customer service <br />1) Library will officially adopt "Find a Way to Yes" as its customer service mantra by December 2013. <br />2) Library Director will research, evaluate and adapt a customer service training method that supports "Find a Way to Yes" by July <br />2014 for implementation in Fall 2014. <br />3) Library Staff will develop and offer additional personalized information access and assistance services (e.g., one -on -one <br />appointments with a librarian, text /chat research assistance, etc.) by Spring 2014. <br />4) Senior Library Staff will research and create a professional development plan by Spring 2015 that enables staff to receive the <br />support and training needed to deliver the best service. <br />Focus Area #2 — Offer programs for all ages that educate, engage, and entertain <br />1) Library Staff will develop a process to identify community programming preferences and needs by Spring 2014. <br />2) Library Staff will develop a comprehensive programming plan based on community feedback by Fall 2014. <br />Focus Area #3 — Provide inviting, functional library facilities <br />1) Library Director will continue conversations with the BOCC, County management, and elected town officials about future sites <br />and scope for library services through 2016. <br />2) Library Director will work with the community through 2016 to plan services for a Southern Branch library (to include a broad <br />range of materials and programming, public computers and wireless internet) and foster natural collaborations and partnerships <br />3) Community Review Group will work with Library Administration to assess current OCPL public spaces for adaptability and best <br />use by December 2014, and will make recommendations for future improvements by Spring 2015. <br />OCPL DRAFT Strategic Plan 2013 -2016 Page 15 <br />