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7 <br />We will adopt the internal customer service motto of "Find a Way to Say Yes!" At times, the library staff has been seen as the "protector of the policy" and not as <br />a friendly and dedicated public servant. By adopting this motto we will ensure, at little or no additional cost, a positive experience for the public and our staff <br />while ensuring fair and equitable treatment for all. <br />It has always been my firm belief that if a library does not extend its reach into the community, it will cease to be relevant and eventually, and deservingly, <br />disappear. Consistent responses from the CNA reveal that the general public does not know enough about the services available through OCPL to take full <br />advantage of all that we have to offer. The fact that valuable resources and services at OCPL are under - utilized, and that only 41 percent of county residents <br />have active library cards, suggests the need for a broad - based, proactive outreach and marketing program. OCPL will recommend to County Management the <br />hiring of a full -time Communication Specialist in the FY2014 -15 budget. This important addition to the staff will make it possible for OCPL to communicate with <br />key constituencies on a regular basis. <br />Community Input <br />Ownership of this Strategic Plan extends to the Orange County community, library staff, and the Orange County Board of Commissioners. We will regularly <br />review the plan with these parties, and they will assist us in evaluating our progress and update the strategic focus areas as necessary. Community input will be <br />gathered from: <br />• Conversations with the Director — The Library will host a series of 2 -3 forums each year with the Director and library customers /community leaders to <br />discuss the future of the library. <br />• Online Survey— Visitors to the library's website will have the opportunity to provide their input about library priorities by completing a short survey on <br />an annual basis. <br />• OCPL Customer Advisors —The Library will seek at least 50 customers to provide input to online queries three to four times per year. Advisors will <br />answer questions about their current use of library resources, the importance of library services to their lives, and their views regarding the library's <br />priorities. <br />• Community Review Group — I will convene a group of representatives from the community by June 2014 that meets with Library Administration on at <br />least an annual basis to review our strategic process and provide general feedback. <br />In addition, the library will seek out opportunities to speak with PTA groups, civic associations, business and educational leaders, and other community groups <br />whenever possible. <br />Evaluation of Plan <br />Librarians and libraries are driven by data. Every aspect of library use is measured: number of items borrowed, customer visits, number and type of questions <br />asked, number of programs given and attendance, website hits, wireless and database usage, and the list continues to expand with the emergence of new <br />technologies. <br />OCPL DRAFT Strategic Plan 2013 -2016 Page 5 <br />