HomeMy WebLinkAbout2007-12-19; Library Board of Trustees; MinutesITEM #2
Approved:
MINUTES
MEETING OF: LIBRARY BOARD OF TRUSTEES
DATE OF MEETING: Wednesday, December 19, 2007
PLACE OF MEETING: Board Room - Carlsbad City Library
1775 Dove Lane
CALL TO ORDER:
Chair Bill Kamenjarin called the meeting to order at 4:28 PM.
ROLL CALL:
Present: Library Board Trustees, Kamenjarin, Swette and Tarman
Absent: Trustees Bradley and Lignante
Also Present: Heather Pizzuto, Library Director
Dave Curtis, Deputy Library Director
Suzanne Smithson, Deputy Library Director
Cheryl Mast, Library Management Analyst
Jessica Padilla Bowen, Library Community Coordinator
Devin Castel, Library Business Systems Specialist
Marg Kealey, NSDCGS
Carolyn Taylor, League of Women Voters observer
APPROVAL OF MINUTES:
The minutes of the meeting held November 14, 2007 were approved as submitted.
MONTHLY LIBRARY REPORTS:
Trustee Kamenjarin commented on the apparent success of the Unique Management
Services materials recovery service, with over $2,000 in past due fines paid and over
$5,000 worth of materials returned to the Library in this first month.
Trustee Kamenjarin also asked why the Homebound Service is being managed by the
Reference Division instead of by Circulation and if there was a way in which to increase
the numbers of patrons participating.
Deputy Library Director Smithson responded that the service is a form of reader's
advisory which is typically a service provided by the Reference Librarians. As for
increasing the number of participants, she said that staff is currently working on
improvement to the Library's web page and only recently created a dedicated telephone
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Minutes of December 19, 2007 Meeting
line and voicemail box for the service. She pointed out that the activity reported for the
program in this packet only represented the activity during the month of November and
not the total number of patrons who utilize the service.
OCTOBER CONFERENCES SUMMARY:
Library Director Pizzuto asked the two Deputy Library Directors to review some of the
highlights from the brown bag lunches attended by the Library staff to share
experiences and information gained from the recent California Library Association
Conference.
Deputy Library Director Curtis also shared information from the Internet Librarian
Conference attended by two Library staff members who also participated in the brown
bag lunches' information-sharing.
Library Director Pizzuto explained that conference attendance is a good method to
boost training and staff development as there is not a lot of professional training in the
library environment other than at conferences. She added that the next conference that
will be attended by a number of staff members will be the American Library Association
in June 2008, in Anaheim.
Trustee Swette asked if there were any sessions devoted to measuring the
effectiveness of Libraries.
Deputy Library Director Smithson responded that she and Library Director Pizzuto
attended the roll out of the Public Library Association's (PLA) tool kit for describing the
value of libraries and expressing how libraries benefit the community in tangible terms.
Library Director Pizzuto added that there will be an expanded session on the tool kit
and how to use it in your local community at the PLA conference in Minneapolis in
March and she will be attending the two-day session.
LIBRARY PERFORMANCE MEASURES:
Library Director Pizzuto introduced this item by reminding the Board that this is how the
Library measures its performance within the context of the City of Carlsbad and these
measures have been used annually. She asked Management Analyst Cheryl Mast to
go over one or two differences in the measures from previous years.
Management Analyst Mast reviewed each measure reminding the Board that there
could be a change in the State Library ranking this year in that the City has exceeded
the 100,000 population mark putting the Library into a different category for
comparison.
Library Board of Trustees Page 3
Minutes of December 19, 2007 Meeting
Trustee Kamenjarin had questions about the Cost per Capita report and Management
Analyst Mast explained that because the growth rate in the City was less than 5%, but
the budget was increased by 5%, it made it appear that the costs for services
increased.
Trustee Kamenjarin then asked if the goal was to drive down the operating costs and
Library Director Pizzuto responded that the current goal is to understand what it costs to
do business and to determine how we can modify our costs when possible to do so and
still maintain our customer satisfaction level.
The Board discussed at length the dangers associated with putting a price on services
and customer satisfaction that could be misused by advocates with a different agenda
and Library Director Pizzuto explained the need for the Library to measure those costs
in order to relate them to the value it gives to the community.
TECHNOLOGY QUARTERLY REPORT:
Business Systems Specialist Devin Castel reviewed this report with the Board,
explaining that this particular quarterly report covers four months instead of three in
order to bring the report quarters into alignment with the fiscal year quarter cycle.
He also explained that the report was developed to meet the needs of various
audiences and therefore contained very technical information on the Library's web page
including catalog usage, top browsers, and top public Internet categories. Other
information contained in the report includes equipment performance status, incident
logs and response times, and the number of public computer sessions and hours of
usage, by location.
Trustee Swette asked if the Library could provide statistics to the Board that would
show the utilization compared to availability for the public computers to determine if the
Library needed to provide more hardware.
Library Director Pizzuto responded that the Library only recently calculated about how
many hours out of each day the computers were occupied and could provide this
information to the Board.
The Board discussed the need for additional bandwidth and expressed dismay at the
amount of bandwidth consumed by web advertisements.
The Board agreed that they would like to see this report each quarter and would like for
it to include the information on utilization and availability as a routine.
Library Board of Trustees Page 4
Minutes of December 19, 2007 Meeting
LIBRARY LEARNING CENTER UPDATE:
Deputy Library Director Smithson circulated the most recent photos of the construction
and reported that the stairs and windows were being installed and the stucco was being
applied. She also had on hand the color board for the interior materials and finishes.
The Board expressed an interest in a tour of the facility and Library Director Pizzuto
responded that she would try to schedule a visit following next month's meeting, but it
would be dependent upon having access to the second floor.
The Board asked if the project was still on schedule and Deputy Library Director
Smithson responded that although the contractor continues to estimate they will be
finished by the end of February, a more likely date will be the first of April for all the
construction and the opening still set for late summer.
CARLSBAD LIBRARY AND ARTS FOUNDATION REPORT:
Trustee Tarman reporting for the Foundation announced their annual retreat was held
December 4th and all the Board members signed a commitment to support the goals of
the Board. The Richard Glazier concert on Dec 8th was a collaborative event with the
Friends of the Arts and the Museum of Making Music, and included a reception in the
great hall of the Library.
DIRECTOR'S REPORT:
Budget - The Library is in the preliminary stages of preparing for next year's budget
which will be due at Finance in February. The budget schedule/calendar has not been
finalized and will be provided to the Board when available. Economic indicators at this
point in the State suggest a conservative approach as there are a number of indicators
that are very volatile, and it's difficult to tell but it does appear that there could be some
negative impact on revenue for the City.
Salary Survey - Results from the Human Resources-conducted salary survey indicate
that our starting salaries for part time positions are within the current market but
identified a need to increase the top of the ranges for the positions utilized in the
Library. This gives the Library the ability to increase salaries based on budget and cost
of living. Last year the minimum wage increase caused the Library to have to initiate
salary increases at the beginning of the calendar year. However, it has been the
practice for several years to make salary adjustments during the budget process, on a
fiscal year basis, and the Library has decided to return to that practice to initiate any
wage changes.
Recruitments - Currently the Library has two recruitments underway for Library full
time staff. The Principal Librarian position for the Library Learning Center was
extended through the holidays in hopes of increasing the pool of applicants. It is a very
Library Board of Trustees Page 5
Minutes of December 19, 2007 Meeting
unique position and HR will be expanding the marketing of the position and allowing
more time for those individuals to apply. The recruitment for the Media Services
Production Technician closed this week and the oral board is scheduled for January 7th.
Sirsi Upgrade - The previously reported minor adjustments still needed on the catalog
following the Sirsi upgrade included restoring the enriched content, which has been
completed leaving the only the issue of increasing the font size on the individual entries
in the catalog.
Marketplace - Reported last month were some of the changes planned for the
marketplace approach to make services more accessible and user oriented. Already
there is a new countertop being constructed for the two self-check units at Dove Lane
and on January 3rd the Cole Library will receive some slat-wall shelving and additional
display units to increase marketing of materials.
New signage has been installed to direct patrons to the new location for holds and new
books, and changes in the Dove Lane parking lot and traffic patterns are beginning to
take shape to allow a change in the location for the drive-up book drops, handicapped
parking and improved delivery access to the gallery. The parking lot project would
involve Capital Improvement Project (CIP) funds, and is dependant on receiving cost
estimates in sufficient time to include the CIP request with the coming fiscal year's
budget submissions, but submission does not mean it would be funded next year.
Restoration of Public Library Fund (PLF) - The Library has received a letter from the
California Library Association to those who support libraries, encouraging a letter-writing
campaign to legislators urging the restoration of the Transaction Based Reimbursement
funding (TBR) and the Public Library Fund (PLF) that the Library receives annually.
Both of the funds were cut significantly when the Governor signed the State Budget.
Although restoration of the funds does not seem likely given the current situation, CLA
is in hopes that these letters will prevent any further cuts next year. Copies of the letter
were distributed to the Trustees with the instruction that the Library Board may not write
the letters as a board, but the Trustees as individuals may do so.
FRIENDS OF THE LIBRARY:
Library Director Pizzuto reported that the Friends last met on November 19th at which
time they approved the Library's request for Summer Reading Program funding as well
as a $500 memorial donation for Evelyn Pullen Philip, who passed away at her home in
Arizona a few months ago. She was a long time member of the Friends and someone
who was instrumental in setting up the Library and Arts Foundation.
The Friends heard a report from the committee formed to look ahead at the future of
Carlsbad Reads Together and its funding going into the next year. The committee
made some recommendations that the Friends Board accepted and voted on;
Library Board of Trustees Page 6
Minutes of December 19. 2007 Meeting __
approving up to $10,000 for speaker honorariums and allowing the Library to pursue
other partners for the program if additional funds are needed.
NSDC GENEALOGICAL SOCIETY:
Liaison to the Board, Marg Kealey reported that membership is still on the rise and the
annual meeting held on December 4th included installation of the new officers. She also
provided highlights from this month's programs and information for upcoming events,
including the annual trip to Salt Lake City by many of the members.
LIBRARY BOARD COMMENTS:
Trustee Swette asked that an update on Carlsbad Reads Together be added to the
meeting agenda for next month.
PUBLIC COMMENT:
Norman Duncan, 7013 Via Coello, addressed the Board expressing his concerns on
what he believes to be the under-utilization of the Ruby G. Schulman Auditorium.
ADJOURNMENT:
By proper motion, the meeting was adjourned at 5:45 PM
Cissie Sexton
Administrative Secretary
ITEM #3
Monthly LIBRARY Reports
for
NOVEMBER 2007
Systemwide ...
1. In November, Carlsbad City Library began using Unique Management Services, Inc., a
materials recovery service. Library Circulation staff members are seeing a good response
from the patrons that are receiving this additional notification of long-overdue materials.
Staff members are quickly adapting and are learning more about the process and how to
handle the UMS-initiated interactions. During November, UMS accepted 276 account
submissions from the Library's database. Eighty-seven of the contacts have resulted in
patrons taking action to return materials and pay fines. During this first month the
Library received over $2,001.05 in fines and fees paid and accepted the return of long-
overdue materials valued at $5,237.77.
2. The Library hosted writer, broadcaster and speaker Richard Lederer on Tuesday,
November 13th at 7pm in the Schulman Auditorium. About 90 people enjoyed Mr.
Lederer's presentation of a treasury of fascinating facts about U.S. Presidents from his new
book, Presidential Trivia.
3. The Library's Cinema Society of Carlsbad continued on November 10th with its bi-
monthly weekend film matinees featuring prestigious foreign and independent films.
Approximately 100 people enjoyed the Danish film Pauline and Paulette.
4. In celebration of Children's Book Week, the Children's Divisions held several special
programs on November 6 featuring author Kathleen Duey. Ms. Duey presented three
programs at Dove, two in the morning which were well attended by school groups and
one in the evening. The author also presented her program at the Georgina Cole Library
in the afternoon. A prolific author with titles for children and teens, Ms. Duey was an
engaging speaker, who combined storytelling and questions and answers to keep her
audiences, young and old, enthralled.
5. Library locations participated in In-N-Out Burger's "Food for Thought" reading program.
From October 13 to November 24 children between the age of 4 and 12 participated in this
program and earned free In-N-Out food. By the end of the program over 550 kids had
participated at Dove, Cole, and Centro with over 700 certificates earned (participants were
able to earn more than 1 certificate).
6. Several newspapers picked up the Library's press release asking for Homebound and
Homework Zone volunteers as well as shelf readers for Dove. Volunteer Coordinator
Amy Bennett has been fielding inquiries and hopes to have the open positions filled soon.
7. Reference Librarian Jacqui Petri coordinated the implementation of an additional service
for library book club attendees. Book titles listed on the Library's book club web page
now link directly into the catalog for patrons to check availability and place holds.
Monthly Library Reports for November 2007
CCL, Dove Lane ...
8. The November Pizza and a Movie evening was held on November 30th. 16 teens enjoyed
pizza and a screening of the animated film, The Corpse Bride.
9. Carlsbad City Library Hour's November TV programming featured the "Nancy
McCallion Concert/' recorded live in the Schulman Auditorium. This Schulman
Auditorium event was presented to a live audience as well as produced as a TV program
to be shown on Community Cable Channel 19 (Time Warner.) Library programs also are
regularly shown repeatedly on KOCT Oceanside and on Del Mar Access TV.
Georgina Cole ...
10. The Homebound Program has recently transitioned from being served by the
Circulation Division to being served by the Reference Division. Librarian Kimiko
Morita is working with Volunteer Coordinator Amy Bennett to update and coordinate
services. During November, 44 items were delivered to 18 homebound Carlsbad
residents by 10 volunteers.
11. The Carlsbad History Room gave a tour of the resources offered to a representative of
the Julian Historical Society and the representative plans to return with their Board of
Directors. An interesting inquiry came from the Czech Republic, requesting photos and
background information on the Carlsbad Mineral Well and statue of John Frazier. A staff
member from the Missile Defense Agency asked about verification of a possible school
opened in 1905 in Carlsbad that trained Chinese for the army. The History Room had
numerous other inquiries from community groups and City staff.
12. Reference Librarian Karen Maynor taught four Basic Internet classes with 11 learners/-
Library Technician Dan Wood taught three Internet Tips & Tricks classes with 8 learners
and one Email class with 3 learners.
13. The Tuesday Evening Book club met on November 5 and discussed "Mountains Beyond
Mountains" by Tracy Kidder. Fifteen people attended the meeting, led by Librarian
Missy Shaw. The Thursday Afternoon Book Club met on November 7 to discuss "The
Inheritance of Loss" by Kiran Desai. Four members attended the meeting, led by
Reference Librarian Kimiko Morita.
14. The Genealogy Division and the North San Diego County Genealogical Society
sponsored several well-attended programs in November. On November 13, Debbie
Horton spoke to the Computer Genealogy Group on "Publishing Your Family History:
For Family or Money?" with 72 people attending. On Saturday November 17, Margaret
Read held an all-day Beginning Genealogy Class and 21 people attended. On
November 21, Jean Wilcox Hibbens spoke to NSDCGS on "Shaking the Myth" with 87
people in attendance.
15. The North San Diego County Genealogical Society donated $2,500 to the Carlsbad City
Library for a 2-year subscription to Footnote.com , an online service providing
subscription-based accessed to digitized images of original historical documents.
Monthly Library Reports for November 2007
16. Cole Children's Division continues to utilize volunteers to supplement programming.
The Homework Zone was staffed by 4 volunteers, working 16 hours total; the Saturday
Stories program was presented by 4 volunteers totaling 4 hours; two additional
volunteers helped with the storycraft program for 3 hours during the month.
17. Cole Children's Division sponsored 50 programs for children and teens during
November with a total attendance of 1,039. Fewer programs were offered with local
school districts closed during Thanksgiving week and the Library being closed for three
holidays.
Adult Learning...
18. Carlsbad City Library Adult Learning Program has been selected by the State Library as
a second site of the Adult Learner Leadership Institute. The four-month Institute,
sponsored by the State Library, is presented by adult learners for adult learners.
Attendees, who are nominated by their local literacy programs, build self-esteem while
acquiring public speaking, decision-making, and advocacy skills. The session of the
Institute in Carlsbad is scheduled to begin in mid-January and will be held on 7
Saturdays in the Cole Library Community Room.
19. The Adult Learning Program Book Club enjoyed Tuesdays with Morrie by Mitch
Albom.
20. The Adult Learning Program office area experienced another roof leak caused by the
heavy rains on November 30. Fortunately, no damage was incurred other than the wall
and paint. The building manager and the roofer were notified.
Centre de Inf ormacion ...
21. Access to Centro is now available from the parking lot in front of the modular (north
side). The construction at the Senior Center is now completed and the fence has been
removed from the parking area. This main parking area has been blocked for the
construction/renovation since August.
22. On November 1st, a program celebrating the "Day of the Dead," a Mexican tradition,
was held at the Centro. Children of all ages iced and decorated skulls made out of sugar
23. On November 7th, the Home-Base Head Start parent meeting was held at the Centro.
Children listened to a bilingual story-craft, with parents participating. During the
meeting Coordinator Lizeth Simonson informed the parents about library services, the
Homework Zone, and children's special programs for the month of November and
December.
24. On November 15th and 16th marked the conclusion of three computer classes offered in
Spanish at the Centro de Informacion. The eight participants completed the eight-week
courses and each participant received a certificate of completion.
CARLSBAD CITY LIBRARY
MONTHLY USAGE STATISTICS - NOVEMBER 2007
CCL Dove Lane
Reference questions
Circulation
People count
In-House Use of Materials
Cole Library
Reference questions
Circulation
People count
In-House Use of Materials
Centro/ALP
Reference questions
Circulation
People count
In-House Use of Materials
Library-Sponsored Programs
Adult programs
Adult program attendance
Young Adult programs
Young Adult program attendance
Children's programs
Children's program attendance
Computer Users
All Facilities
E-Mail Notification
New Users
Outbound Notices (Hold, Overdue 1 & 2)
New Users Cumulative Total (Began August 2005)
Telephone Notification
New Users
New Users Cumulative Total (Began December 2005)
Facility Meeting Room Use
Events booked
Event attendance
Events cancelled
Volunteer Hours
Total hours
Nov-06
10,052
70,346
36,238
12,711
5,404
29,630
19,063
6,933
171/47
653/145
1,926/*
*/*
22
446
8
147
109
2,885
11,284
667
6,397
13,429
277
3,262
93
3,343
19
1,130.75
Oct-07
13,049
75,201
33,387
13,875
7,264
32,526
21,937
8,864
181/61
967/143
1,909/*
179/*
29
417
11
168
127
2,675
13,164
837
7,286
22,520
275
6,544
104
3,954
21
1,124.6
Nov-07
12,355
71,759
28,809
10,795
6,282
28,211
18,166
7,303
223/61
763/138
1,805/*
165/*
32
289
5
45
96
1,993
11,444
724
7,088
23,244
258
6,802
62
3,437
18
1,245.6
Not reported.
10/9/07
ITEM # 5
Library Department-
STATE LIBRARY RANKING
THE OUTCOME
Top quality Library services.
THE MEASUREMENT
The Library Development Services Bureau of the California State Library
annually collects statistical data from all California libraries. The data is
collected in August, following a June 30th fiscal year end. The State
Library subsequently publishes the data, which distributes about one
full year later. For example, data published in July 2007 is based on
2005-06 data collected. There are 12 basic ratings derived from State-
collected data that appear annually in CALIFORNIA LIBRARY
STATISTICS.
The State uses seven population categories for public library rankings.
On occasion, the State has revised the population ranges in these seven
categories. In the California Library Statistics 2007 report, Carlsbad is
one of 19 libraries in the 70,000 to 100,000 population category, which
covers data within the 2005-06 fiscal year.
WHAT THE DATA MEANS
Measurements used in this rating system are basic to all public libraries
and, when related to per capita levels of activity, is an accurate way to
compare the Carlsbad City Library to other top quality libraries in
California. High index ratings are an indicator of excellence and
establish benchmarks for both internal and external comparisons.
DEPARTMENTS INVOLVED
Library.
BENCHMARK
The Carlsbad City Library will be ranked above the 90th percentile
among public libraries in the state in cities of 70,000 to 100,000
populations. For 2007, the 90th percentile equates to a ranking of
second or better.
RESULTS
The benchmark was achieved by reaching an averaged ranking of first.
Carlsbad remained ranked number one, which is the same ranking as
last year among the 19 city libraries in California in the 70,000 -
100,000 population category. (From last year, the total number of
comparable libraries decreased from 20 to 19 in the 70,000 - 100,000
range.)
BENCHMARK
5™ or higher
2001
4TH
2002
2ND
2003
1ST
2004
1st
2005
1st
2006
1st
2007
1st
ANALYSIS
Carlsbad was ranked against 18 other libraries in 12 measurement
categories. Compared to the previous year, Carlsbad improved its
ranking in 2 categories (Volumes and Library Attendance). Carlsbad
dropped slightly in 4 categories (Librarian FTE, Expenditures per capita,
Microforms, and Circulation per capita), and stayed the same in all other
categories this year. The table below shows how Carlsbad ranks with the
top rated public libraries in California in the key measurement
categories:
Top Library Rankings
Based on 2005-06 California Library Statistics Published July 2007
Librarian FTE
Total FTE
Expenditures
per cap.
Volumes
Microforms
Audio
materials
Videos
Periodicals
Circulation per
cap.
Ref. Questions
per cap.
Library
attendance
Registered
borrowers
TOTAL:
RANK:
Carlsbad
2
1
2
3
2
1
3
1
4
1
3
3
26
1ST
Santa
Monica
1
2
1
1
11
2
5
2
6
3
1
4
39
2ND
Newport
Beach
3
4
4
5
1
4
2
4
2
2
4
6
41
3RD
Mountain
View
4
7
7
6
5
3
4
7
1
5
5
7
61
4TH
Redwood
City
5
5
3
10
4
7
1
5
3
12
8
12
75
STH
Whittier
8
9
10
2
6
8
10
3
8
6
11
1
82
6TH
ACTION PLAN
Staff will analyze the value of the twelve measuring categories in July
2008, and update the categories to reflect measurements that are
appropriate to Carlsbad City Library performance.
Staff will monitor future changes in rankings as Carlsbad moves into the
100,000+ population category during fiscal year 06-07 which will affect
results published in July 2008. Measurements may need a weighting
system, if beneficial, so that emphasis can be placed on categories that
are more significant than others. Staff will review and determine action
after the July 2008 data is reviewed.
POINT OF CONTACT
Cheryl Mast, Management Analyst (760) 602-2014,
CAmast@ci.carlsbad.ca.us.
Library Department-
GROWTH MANAGEMENT /LIBRARIES
THE OUTCOME
Adequate facility space to house library services and resources.
THE MEASUREMENT
Square footage per capita. The current Growth Management Standard is 0.8
square feet of library space per capita.
WHAT THE DATA MEANS
Space (leased/owned, public/non-public) is a standard library measurement of
customer use and satisfaction and includes collection space, seating, meeting
rooms, staff areas, technology, and other public facility needs. A performance
standard for library facilities was adopted by the City Council in 1986 as part
of the Growth Management Program's Citywide Facilities and Improvements
Plan. This standard was originally developed at that time based on surveys of
other libraries of comparable size and based on related standards (such as
volumes per capita) set by the American Library Association.
DEPARTMENTS INVOLVED
Library.
RESULTS
The Library acquired a new facility location in 2004, which is referred to as the
Learning Center. This location currently contains a building under
construction which originated with 5,723 square feet of space that is not
occupied nor being used for library services to date. Renovation began at this
site in September 2006 to expand the facility in order to house the Library's
Adult Learning and Centre de Informacion programs.
The Library owns three facilities and leases two facilities, for a total of 96,874
square feet of leased and owned space.
Owned:
Dove Library 64,000 s.f.
Cole Library 24,352 s.f.
Learning Center 5,723 s.f.
Leased:
Adult Learning 1,359 s.f.
Centre 1,440 s.f.
Based on the benchmark standard and a January 2007 population of 101,337,
the library is currently 15,804 square feet in excess of the standard.
ANALYSIS
When the Adult Learning and Centre de Informacion programs move into the
renovated and expanded Learning Center facility (estimated August 2008), their
leased space will be eliminated with a net result of 2,201 square feet of
additional owned space.
Carlsbad's population would need to reach about 121,093 before the Growth
Management Standard would trigger the need for expanded library space. City
staff has projected build-out population to reach 120,597 in about year 2020.
It is unlikely the City's population will trigger the Growth Management Plan
requirement to add additional space to the Cole Library by 2020. However,
structural conditions may require the Cole Library to be reconstructed prior to
the year 2020.
A 1998 feasibility study conducted at the Cole Library indicated several
structural and building code issues to be addressed within a reasonable time,
including such items as American's with Disabilities Act (ADA), mechanical,
and electrical requirements. The City has already included a building
replacement project within the Capital Improvement Program budget, currently
scheduled between the years 2016-2021.
ACTION PLAN
Staff will continue to monitor population growth projections, trends in library
use and services/resources offered, customer service issues, impacts of new
technology, and how all of these relate to space needed for resources and
services.
POINT OF CONTACT
Cheryl Mast (760) 602-2014, CAmast@ci.carlsbad.ca.us.
Community Services
LIBRARY OPERATING COST
THE OUTCOME
Efficient use of Library resources and reporting of public value derived
from delivery of Library services.
THE MEASUREMENT
The Library has identified several measures over the past year to analyze
efficient use of financial resources and support from the community
through volunteer hours. Each measure will be explained in the Analysis
section of this report.
Circulation Services:
1. Cost for a Clerk to perform a check-out session (average
transaction time = 2 minutes).
2. Percentage for the cost of Circulation Services compared to the
total library operating costs.
Reference Services:
1. Cost for a Reference Librarian to answer an adult reference
question (average transaction time = 3.06 minutes).
2. Percentage for the cost of Reference Services compared to the
total library operating costs.
Cost per Capita - total Library operating costs divided by Carlsbad
population.
Value of Volunteer Hours - number of volunteer hours contributed to
Library multiplied by the California Average Rate per Hour for volunteers.
WHAT THE DATA MEAN
These cost efficiency and public value measures provide information for
staff to monitor and track over time, with the purpose of improving
efficiency and reporting value to citizens.
DEPARTMENTS INVOLVED
Library
BENCHMARK
For all cost measures, the Library desires to meet anticipated increases
in demand for library services with the same or greater levels of efficiency
and library user satisfaction.
Annual Volunteer Hours Donated: For 2007, increased to 16,000 hours
(2006 benchmark was 10,000+ hours.)
RESULTS
Measure
Circulation Services Clerk Cost per Check-Out (per
transaction)
Percentage for Circulation Services Costs/Total Library
Operating Costs
Reference Services Librarian Cost to Answer Adult
Reference Question (per transaction)
Percentage for Reference Services Costs /Total Library
Operating Costs
Library Operating Cost per Capita
Value of Volunteer Hours
2005/06
$ 0.41
12%
NM
NM
$ 88.20
$ 286,419
2006/07
$ 0.48
11%
$ 3.55
14%
$ 95.82
$355,145
NM = Not Measured
ANALYSIS
Circulation Cost per Transaction Measure:An average time was
collected for each transaction at both Dove and Cole Libraries. The
number of items checked-out per session varies. This average time was
multiplied by the average hourly rate (including direct and indirect costs)
for Clerk staff serving the public. These calculations provided the total
cost per transaction amount. This is the second year using the measure.
Last year the baseline was established without Radio Frequency
Identification (RFID). This year, RFID equipment was installed but full
implementation is yet to be realized. It is the Library's expectation to
decrease the total staff costs for providing check-out services as a result
of implementing this RFID equipment completely.
The decrease in total staff costs might be achieved by increasing patron
use of self check machines in addition to decreasing the number of staff
within the Circulation division. However, while total staff costs might
decrease and the percentage of the total Library operating costs will
decrease, the Clerk cost per transaction is likely to remain about the
same or increase because staff will be handling the more complicated
transactions.
Reference Cost per Transaction Measure: An average time was collected
for each transaction at both Dove and Cole Libraries. The depth and
scope of adult questions answered per session varies. This average time
was multiplied by the average hourly rate (including direct and indirect
costs) for Reference Librarian staff serving the public. These calculations
provided the total cost per transaction amount. This is the first year the
Library has used this measure, with the intent to compare this result
against future results.
Percentage of Circulation and Reference Service Area Costs Compared to
Total Library Operating Costs: The total expenditures for the Circulation
and Reference service areas were divided by the total library operating
costs to determine a percentage value. With the implementation of RFID
equipment usage, it is the Library's expectation to decrease the
Circulation percentage over time.
Cost per Capita: The Library's total expenditure costs were divided by
the total population number for the city of Carlsbad. Last year, the
Library made a significant investment in technology providing us the
capability of handling more activity, and to accommodate future
increases in population while carefully managing operating costs. In
addition, Carlsbad's population growth rate is disproportionate to
current budgeting methodology rates. This has resulted in an increase to
cost per capita. It is the Library's priority to efficiently deliver services
that the community members desire while maintaining a high degree of
satisfaction.
Value of Volunteer Hours: The last two years, the Library has
experienced an unprecedented donation of time by volunteers due to the
Library's implementation of new technology, Radio Frequency
Identification. Every item in the Library's material collection had a tag
inserted into it. The Library hopes to continue this higher level of
community volunteerism. It is the Library's intent to disclose the value of
the time donated by the public. The public's contribution of time allows
the Library to deliver expanded services that otherwise would not be
provided. The 2006-07 California average volunteer rate per hour is
$21.59.
ACTION PLAN
With the implementation of RFID technology, circulation services are
transitioning toward increased use of self service and reduced use of
staffed services. Staff will investigate a self-payment system at self-
checks between January-June 2008. If feasible, this will result in higher
use percentages for self check equipment. While the use of staffed
stations may decline, the types of transactions requiring staff assistance
may evolve toward complex transactions, which likely will result in longer
checkout transactions. This expanded time co-mingled with higher
personnel costs may result in higher costs per transaction.
To better capture the overall cost of providing circulation services as
more transactions are completed at self-checks, the Library will adjust
this measure to calculate the cost of all circulation transactions whether
performed by Clerks or at self-checks. This will allow the Library to track
the expected decrease in total staff costs for providing check-out services
as a result of implementing RFID completely.
The Balanced Scorecard reporting tool, available at
www.carlsbadlibrary.org, has propelled the Library toward more complex
approaches of analyzing and reporting out efficiencies and values. The
scorecard will not be continued in its current format, but the concepts
and many of the scorecard measures have been incorporated into the
next Strategic Plan for Library Services, and ultimately should be
reflected in a continuation of a high degree of satisfaction of the Library's
patrons.
The Library expanded the analyses this year to include the Reference
Service area. Answering reference questions is a core library service,
similar to circulating materials. Next year, analyses will include the
Children's Service area. Staff will continue to develop the measures
and targets established, and create new measures for additional services
provided by the Library.
POINT OF CONTACT
Cheryl Mast, Management Analyst (760) 602-2014,
CAmast@ci. carlsbad. ca. us
Learning, Culture, and Arts
LIBRARY SERVICES - CITIZEN/CUSTOMER SATISFACTION
THE OUTCOME
High level of citizen satisfaction with Library services.
THE MEASUREMENT
The Library instituted expansion of several customer satisfaction
measures last year, with an intention to repeat two measures bi-annually
due to the associated expenses. These expanded measures include
surveying citizens by telephone, customer in-person surveys (intercept)
and mystery shopping experiences. The Library telephone and intercept
surveys will be conducted bi-annually. The Library will participate in the
citywide telephone survey of residents and request mystery shopping
experiences on an annual basis.
The measurement for the citywide telephone survey this year consists of
results to the following questions:
• Would you say you are satisfied, dissatisfied or neither satisfied
nor dissatisfied with the City's efforts to provide library services?
• On average, how often have you, or someone in your household,
visited one of the Carlsbad City Library facilities in the last 12
months?
The measurement for the Library's telephone survey, when utilized, asks
the residents of Carlsbad more in depth questions regarding their use of
the libraries and their satisfaction with that use than the citywide annual
telephone survey. The corresponding Library intercept survey, when
utilized, reports results from asking library visitors to rate services
utilized.
The measurement for mystery shopping surveys provides results for
seven categories experienced at the Dove and Cole libraries.
WHAT THE DATA MEANS
Measures of how the citizens and visitors rate their level of satisfaction
with the city's library services provides staff with a better understanding
of the effectiveness and customer satisfaction with city programs.
DEPARTMENTS INVOLVED
Library
BENCHMARK
In all surveys, 90% of respondents rate satisfaction with Library services
as "Good or Excellent" or "Very Satisfied or Somewhat Satisfied",
depending on the criteria used for each survey.
RESULTS
Telephone survey:
BENCHMARK
90%
20OO
96%
2001
96%
2002
97%
2003
97%
2005
97%
2006
98%
2007
96%
ANALYSIS
The Library participated in the citywide telephone survey conducted this
fall. In addition to satisfaction opinions, the library requested frequency
of library use and, if applicable, reasons for not using the library. User
opinions are very important to the Library, which wishes to provide the
services customers want while providing those services in an efficient
manner.
Citywide Telephone survey - this is the seventh year that the City has
asked its residents how they rate their satisfaction with Library services.
The trends shown by the survey reflect significant positive ratings from
the public at large (less than 1% of the survey respondents rated City
Library services as poor). The consistency and level of the rating is worth
noting (over 95% for the past six years).
Mystery shopping - fifteen mystery shopping experiences were conducted
January through June, 2007. Overall, shoppers rated library facilities
at ninety-five percent (95%) satisfaction in several categories including
Building, Exterior, Interior, Staff Interaction, Computers, Reference or
Information Desk, and Children's Collection. Mystery shoppers
specifically identified cleanliness, clear signage including staff name tags,
ease of computer use, and overall customer service expectations met. All
raters scored the library at 8 or above, on a scale of 1-10, with one
hundred percent (100%) scoring the library at 9 or 10 for overall
impression.
ACTION PLAN
The Library staff continues to seek customer input to better understand
services or amenities the customers want but which may not be
currently offered. In lieu of offering additional services to customers, the
Library may need to focus resources on those services in high demand
while diminishing or eliminating lesser-used services. In addition, the
Library continues to research methods to expand measurement of
performance through accessing State Library and other national
resources.
The Balanced Scorecard reporting tool, available at
www.carlsbadlibrary.org, has propelled the Library toward more complex
approaches of analyzing and reporting out efficiencies and values. The
scorecard will not be continued in its current format, but the concepts
and many of the scorecard measures have been incorporated into the
next Strategic Plan for Library Services, and ultimately should be
reflected in a continuation of a high degree of satisfaction of the Library's
patrons.
The expanded measures of surveying library customers by telephone and
intercept surveys are scheduled to be held in the spring of 2008. Results
of those surveys will be published in the 2009 State of Effectiveness
Report.
POINT OF CONTACT
Cheryl Mast, Management Analyst (760 602 2014),
CAmast@ci. carlsbad. ca. us.
ITEM #6
Carlsbad City Library
Technology Report
About this report
The following report covers information between the months of
June-September. The data that is contained in this report, is
meant to provide an overview of use and performance regarding
the Library's various technologies. Below you will find the con-
tents for the last four months.
Contents
Library Web Usage
Catalog pg. 2
Top Browsers pg. 2
Website pg. 3
Content Areas pg. 3
System Monitoring & Public Computer Use
SirsiDynix Performance Status pg. 4
Client Care Ticket Summary pg. 4-5
Public Computer Sessions pg. 5
Public Computer Type pg. 5
Helpdesk Ticket Summary pg. 6
EMSc & VEMS Outages pg. 6
RFID Hardware Issues pg. 6
Monthly Wireless Use pg. 7
Dove Public Internet Utilization pg. 7
June-September 2007 Summary
Carlsbadlibrary.org/Arts/Media Usage Totals
Location
Carlsbadlibrary.org
Arts
Media Services
Pageviews
284,597
33,808
15,635
Top Public Internet Categories
Category
Web Advertisements
Search Engines/Portals
Social Networking
Email
Shopping
Computers/Internet
Arts/Entertainment
Reference
Business/Economy
News/Media
Page Views
1,038,747
605,738
570,725
367,846
293,238
230,593
201,312
167,220
159,108
124,117
Total Bytes
8.48G
5.34G
17.91G
6.24G
2.53G
3.04G
5.72G
3.78G
2.04G
1G
Requests
21%
12.45%
11.55%
7.55%
5.9%
4.65%
4%
3.45%
3.25%
2.5%
June-September 2007 Summary
Integrated Library System (ILS) Performance Status
Issue
Planned outage
Planned outage
Planned outage
Date
7/20/2007
7/22/07
9/23/07
Time Down
7:00 PM to 7:30 PM
7:00 PM to 9:00 PM
12:00 AM to 3:00 AM
Description
System maintenance.
System maintenance.
System maintenance.
ILS Incident Log
Incident
(Number indicates
the incident ID)
196868
228731
236708
238962
238991
239624
239765
239770
240254
240476
240477
241689
240476
242149
243080
243091
244743
244744
Received
6/13/06
3/21/07
6/6/07
6/28/07
6/28/07
7/6/07
7/9/07
7/9/07
7/12/07
7/16/07
7/16/07
7/27/07
7/16/07
8/1/07
8/10/07
8/10/07
8/27/07
8/27/07
Closed
6/14/07
6/28/07
6/29/07
7/20/07
7/16/07
7/10/07
8/1/07
7/31/07
7/24/07
7/27/07
8/13/07
8/8/07
8/17/07
8/29/07
8/30/07
Description
NOTE changing the from field in emailed notices.
Add another SIP connection.
Need to take out "closed library" message.
OPAC error 28 creating queue cannot create mes-
sage.
Self-checks not connecting to sip2.
9xx ordering.
OPAC down - "Page cannot be displayed".
Strange numbers and symbols in iBistro content.
Unable to send email to SirsiDynix.
Need the 2dayadvanced notice text to be modified.
All emails to Sirsi are bouncing.
SIP outage currently affecting services.
Need the 2dayadvanced notice text to be modified.
Need current SIP2 configuration information.
SaaS site needs to upgrade Unicorn to GL3.1.
mlrcirc ran twice - error "Records are currently in
use".
SPORADIC iBistro searching problem.
SIRSI.NET - .GIF changed in top right corner of
OPAC.
June-September 2007 Summary
ILS Incident Log Continued...
Incident
245140
245142
245883
247195
Received
8/30/07
8/30/07
9/7/07
9/20/07
Closed
9/17/07
8/30/07
9/21/07
Description
-fold notified during sus-
pension.
Portal incident.
Unicorn receipts.
Browse not going to cor-
rect place in author index.
PC Management Session & Environment Use: Four Month Totals
Location
Dove Adult Lab
Career Center
Email
Walkup
Children's
Centre All
Cole Adult
Email
Children's
This table does not reflect
offline use.
Sessions
5,818
440
5,109
11,247
2,342
1,121
9,624
1,397
3,511
Minutes Used
362,423
35,164
49,554
395,980
125,379
54,722
425,628
15,850
169,382
Computer Type Summary: Four Month Totals
Computer Type
Adult Lab PC's
Career Center
Centra
Children Lab PC's
Email
Walkup
Sessions
15,442
440
1,121
5,853
6,506
11,247
Minutes Used
788,051
35,164
54,722
294,761
65,404
395,980
Eune-September 2007 Summary
Monthly Help Desk Ticket Log
Locations
Total
Cole
73
ALP
1
Centre
3
Dove
100
Culminating
Totals
191
EMSc Database and VEMS Server outages
Issue
Scheduled outage.
Scheduled outage.
Unexpected out-
age.
Scheduled outage.
Scheduled outage.
Unexpected out-
age.
Date
6/18/2007
7/16/07
8/1/07
8/8/07
8/20/07
9/10/07
Downtime
2:00 AM
2:00 AM
8:30 AM
9:30 AM
2:00 AM
8:00 AM
Description
Microsoft updates.
Microsoft updates.
System was in a hung state for the
night.
Both database and webservers were
down.
Microsoft updates.
System was down for 8 hours.
RFID Equipment Issues
Issue
Diverter outage
Date Resolved
8/21/07
Downtime
Varied
Description
Problems with the first and second
diverter. Both units were replaced.
Impacts were felt for one week.