FloridaThe Official J o u r n a lLibraries o f t h e F l o r i d a L i b r a r y A s s o c i at i o n Volume 50, No.2 Fall 2007

Transforming Libraries for Changing Times Redesigning spaces A adapting services C changing processes

Library West, University of Florida tABLE OF cONTENTs

Florida Libraries Journal of Florida Library Association Volume 50, Number 2 Florida Libraries is published twice a year for the members of the Florida Library Association. It is indexed in Library Literature, Wilson OmniFile, and EBSCO Academic Search Premier. Articles in the fall issue of each year are refereed. Editor Gloria Colvin, [email protected] Florida State University Libraries

Designer Faye Gibson, Meacham Howell Design

FLA Executive Board, 2007-08 President Charlie Parker tampa Bay Library Cooperative Vice President/President-elect Mercedes Clement daytona Beach Community College Secretary Barbara Stites Florida Gulf Coast University Treasurer Carolyn Russo, broward County Public Library Past President Sol Hirsch President’s Column...... 3 alachua County Library District Directors Mobile Gamma: The Right Gloria Colvin People in the Right Place at the Right Time...... 4 Florida State University Libraries By Nicole Cavallaro and Jamie Conklin Faye Roberts state Library and Archives of Florida Floridiana With A Twist: Feeling at Home in Florida...... 7 Tomaro Taylor By Nancy Pike university of South Florida Tom Sloan Southeast Florida Library Information The Orange County Library System’s Learn 2.0...... 8 Network By Thomas Simpson ALA Councilor: Vicki Gregory usF School of Library & Transforming the Library’s ESOL Learning Opportunities...... 11 information Sciences SELA Representative – Phyllis Ruscella By Paolo Melillo University of South Florida State Librarian Transforming Library West at the University of Florida...... 14 Judith Ring By Colleen Seale and LeiLani Freund Communications Coordinator Gloria Colvin Destination: Next, Jacksonville Public Library’s Journey Toward Transformation...... 18 FLA Executive Director By Melonee Slocum Ruth O’Donnell, [email protected] ISSN 0046-4147 Plant City’s Not So Extreme Makeover – Library Edition...... 21 Member, Florida Magazine Association By Anne Haywood Send articles for Florida Libraries to Editor Gloria Colvin, Strozier Library, Florida Reads:...... 24 Florida State University, 116 Honors Way, By Joyce Sparrow Tallahassee, FL 32306; gpcolvin@yahoo. com by January 7 for Spring issue; July 15 for Fall issue.  Fall 2007 Florida Libraries President’s Column These Will Be the Good Times for Florida Libraries; We Just Have to Figure Out How

By Charlie Parker leagues matter, and we believe that by working their calls carry a lot of weight with elected together, by putting those beliefs into action, officials. Special efforts need to be made to s I write this in August 2007, the we make things better. Here are some steps help these folks tell the library story and keep budget challenges facing Florida we can take to help our community thrive it positive, even when the libraries they love libraries look daunting indeed. A through the challenges ahead. are being threatened. There is a feeling of unreality about this because, until this year’s budget Get involved with “FLA ’s campaign At the local library level, recognize threats, recent years have been golden or glory to convince the public of the value of how change affects our organizations days for Florida libraries. Usage is high – use libraries” and those who work in them and take of materials, action to minimize the discomfort and children’s In coming months, elected officials and the disruption services, public will be forced to make hard decisions about public-library funding. In academic The budget reductions, those currently being programs implemented and those that may be on the and meeting institutions and other government-funded entities, administrators will be making similar way, are causing uncertainty and stress for rooms, tech- library staff and administrators that few have nology, and decisions. It is critically important for them to be mindful of the value of libraries and to experienced before. The most important Web services thing an organization can do to minimize are all boom- know that the public trusts and respects us and regularly scores libraries highest in city the discomfort of change is Communicate! ing. There Communicate! Communicate! When folks are probably and county citizen surveys. To reach people, for our story to resonate, know they have the latest news about the fifty library organization’s plans, their comfort level in- construc- our message must be all about the custom- Charlie Parker ers, the residents, the benefits they receive, creases. Continuous, accurate communica- tion projects tion creates trust, a precious commodity in in planning and their positive library service experiences – not the services we provide. There is a times of threat and disruption. stages or under development. Floridians are So here we are as a community, at the top happy with library service, voting for library reason the advertising slogan “It’s all about you” works so well. of our game, providing a rich array of services, service with their feet and usage, and now with a large base of happy customers. On come budget reductions. this August morning, I don’t know exactly Public libraries have gotten most of the Every member of the library community is a library ambassador– make sure how we will succeed through this challenge, attention because of the property-tax re- but I have confidence in the Florida library ductions, but the state-budget reductions employees know the library’s story and keep the message positive community and in the power of libraries. I threaten all kinds of libraries. FLA will be believe that if we provide users with excel- closely monitoring the budget developments Every time someone checks out a book or lent service experiences, if we deliver our affecting all. Public libraries, and their coun- interacts with a library employee, that person message clearly and positively, and if we ties and cities, are finalizing 2007-08 budget sends a message – and nothing delivers a look out for one another in the workplace, reductions caused by a legislative mandate for better message than an excellent service that this golden era of Florida libraries will property-tax reduction. The Legislature meets experience. Every person who works in a continue. Together, we will figure out how in an October Special Session to consider public library should know how to respond to make it so. mid-year state-budget reductions of up to 10 when asked about the possible and real impact percent that may affect public, academic, and of tax issues. Local government policy will other government-funded libraries. Then, on dictate how staff should be trained to respond January 29, 2008, voters consider additional – my point is that they need and deserve that Mark your calendars property-tax reductions for cities, counties, training. The same holds true for other gov- 2008 Library Days and districts averaging another 22 percent. ernment-funded libraries that are impacted February 19-20, 2008 And this comes at a time when Floridians by state budget reductions. are using libraries heavily and need more It is doubly important for our citizen ad- 2008 FLA Conference library service – not less. vocates, friends of the library, board, and April 22-25 We refer to ourselves as the Florida library foundation members to be actively telling the Tradewinds Beach Resorts and community because that is what we are. We library story. Our advocates are influencers. Conference Center have a sense of belonging, a feeling that li- They interact with large circles of people who St. Pete Beach braries matter, that our co-workers and col- rely on them to help shape their opinions, and

Florida Libraries Fall 2007  Mobile Gamma: The Right People at the Right Place at the Right Time

By Nicole Cavallaro and Why the name Mobile Gamma? First and (photo, below) In the Mobile Gamma service, Jamie Conklin foremost, the name emphasizes that staff is on library staff approach customers and offer as- the move; helping customers where they need sistance throughout the building. hen you walk into the Orlando it and taking them where they would like to Public Library, there is a good go. The second part of the name, Gamma, is W chance you will be helped by a inspired by Flickr (a photo-sharing Web site flamingo, a panther, or a dolphin. at www.flickr.com) as a tongue-in-cheek way No, these are not actual animals, but rather of suggesting that the service is in a constant public-service staff who are assigned to these Florida fauna groups. These group names are a way to add fun to Mobile Gamma, the new, improved service model of the Orange County Library System (OCLS). The Orlando Public Library, the main branch of OCLS, began ex- perimenting with mobile reference to assist customers during busy times in the early 1990s. In February 2003, the library implemented the Vocera communication system, which relies on wireless devices or badges that use voice-over-IP technology to enable communication between individuals and groups anywhere in the library. A few staff members were scheduled in one- or two-hour time blocks during busy times to be mobile, approach customers, and take them where they needed to go. Other staff was scheduled on each floor and used Vocera to call a mobile staff member if a customer needed to go to another floor.

Introducing Mobile Gamma With the implementation of Mobile Gamma on May 24, 2007, all staff scheduled on the floor became mobile at all times. The ultimate aim is to have staff wherever the customer is in order to provide timely assistance at the customer’s point of need. This aim fits with current trends in reference, such as the use of chat, text messaging, and state of change and improvement. This name ers. These, combined with all the available blogs, that take the library to the customer emphasizes to the staff and administration of formats of information, can be confusing. rather than the other way around. Literature the library that feedback will be taken seri- Mobile Gamma’s goal is to create a positive on reference services cites declining traffic ously and changes will be made to improve experience that guides customers to the re- at reference desks and questions the value of this new service model. sources they need immediately and informs subject specialists placed at desks.1 Mobile them of programs and services they could Gamma allows staff to seek customers rather It’s All About the Customer use in the future. than wait behind a desk; it also allows staff Databases, call numbers, Infopaths, e- Imagine what it feels like to be a customer to work with all collections in the building books—these library services and terms are in a large library or even a new customer in rather than a specialized section. new and unfamiliar to many library custom- a smaller library. Imagine not understanding

 Fall 2007 Florida Libraries effective, could be a viable alternative to a “The ultimate aim is to have staff wherever the customer is in order specialized device. The Orlando Public Library uses a di- to provide timely assistance at the customer’s point of need.” vision-wide schedule for all fifty-five staff members who are a part of the Division of Reference and Information. Using previous how Dewey is organized or how to find books turn, allows staff to be more accountable for customer-interaction statistics and door in the OPAC. Now imagine what it would their resources, which is an important aspect counts, managers created a schedule that be like to have someone walk around the for all Florida libraries with the possibility of comes close to having the optimal number library with you, showing you how to use the impending tax cuts. of people in each group. The Flamingo group catalog and taking you directly to the floor always has more staff scheduled because the or section that you need. Considering such Everyone’s Mobile . . . Isn’t It Chaotic? first floor houses two of the busiest depart- customer needs led to the birth of this new ments: Children’s and Library Central (audio- Librarians and clerks work together to provide visual material and fiction). Also, Flamingo service program. Mobile Gamma allows the service on four floors at the Orlando Public customer to interact with one staff member to Library. The Mobile Gamma model divides find all of his or her items. The staff member the building into three zones: Flamingo for is free to go to multiple floors and complete the first floor (audiovisual, fiction, and young the transaction when the customer is satisfied. adult and children’s materials), Panther for This is in contrast to the former service model the second and third floors (nonfiction, world that emphasized staying in one location. languages, and large print), and Dolphin for Another goal of Mobile Gamma is to con- the fourth floor (periodicals, reference, and nect with all customers who enter the build- genealogy materials). Throughout the day, ing. Studies have shown that customers tend staff members are assigned to groups and to avoid asking for help from the reference work together as a team to meet the needs desk. In a 1984 study, researchers found that of their areas. 52 percent of users were hesitant to ask for Staff members are scheduled on the floor help, most likely due to psychological costs for a maximum of three hours at a time. They (“the drain on an individual’s self-concept, provide service on the floor an average of pride, or other mental/psychological attri- 2 four to five hours a day, which is broken up butes”). A more recent OCLC report found by project time and lunch hours. Staff also that customers still do not seek assistance, but rotates assigned areas so there is a variety that when they do, they find that librarians 3 to the type of questions they receive. For add value to the search process. Customers instance, a librarian may spend a few hours may be too shy or embarrassed to ask for help, in the Children’s Department and later a few and in many cases, they may not believe that hours in Reference Central. they need help. With Mobile Gamma, staff The key to Mobile Gamma is communica- group members are more likely to intercept members approach customers and provide tion among staff, which is achieved through service to people who might not have asked or customers as they enter the building and will Vocera. Each staff member wears a hands-free need to escort them to other floors. who would have left frustrated. Staff members Vocera unit around the neck that requires invariably approach customers who decline only the push of a button to use. Staff mem- their help, but these customers have been Training: Making Sure Staff Are on the bers add themselves to their assigned group Same Page greeted and now know that staff is available to names and then use Vocera to communicate help. In the first six days of implementation, when moving throughout the building. They All staff in the Division of Reference and staff assisted 2,669 customers, while another call for back-up and broadcast a message to Information (DRI) attended a three-hour 2,593 declined assistance. all members of their group to alert them training session on Mobile Gamma, which Since the implementation of Mobile when they leave their assigned area with a emphasized communication, customer ser- Gamma, staff have been pinpointing busy customer. In very busy times, staff members vice, approachability, and expectations. This times and places within the library through call the assigned Manager of the Day, who training also covered key tools that staff could observation, door count, and statistics. By then either helps out or finds staff to send rely on to help customers while on the floor. focusing on customer needs and patterns, the to busy areas. In addition to Vocera, there The mobile group names were tied to three model has led to other benefits. For instance, are other devices that libraries can consider important basics of the improved model: flock it has freed up the optimal number of staff to to make mobile communication more acces- to customers (flamingo), cover your terri- work on projects behind the scenes. This, in sible. Mobile phones, which can be very cost continues on page 6

Florida Libraries Fall 2007  Mobile Gamma: continues from page 5 displays, weeding, and remaining available these staff, some gave it a try and learned for customers. by doing, some suggested having an on-call tory (panther), and provide service with style Youth Programs Coordinator Danielle Children’s staff member to help out when (dolphin). King, described the Mobile Gamma training needed, and some suggested further training. The trainers provided real examples of as “an exciting combination of high-energy These suggestions were implemented, and how to implement Mobile Gamma and made activities and practical information demon- staff has admitted to feeling more at ease since training fun and informative. Staff practiced strating how mobiling is an important and then. Some staff members were concerned role-playing and using their Voceras in differ- effective concept for libraries.” about customers who were used to waiting ent situations, such as when an unexpected at a service point. In response to this, the group visits the library. When staff members Mobile Gamma: Staying library purchased help phones that connect were unsure about whether or not to com- True to the Name the customer to staff’s Vocera units. municate with one another, they were asked Within the first six days of to remember the phrase, “When in doubt, implementation, staff inter- call about.” All staff members received a acted with 5,262 customers, “Now imagine someone walking around clipboard (referred to as their new service and the number of custom- the library with you, showing you how to point), as well as a cheat sheet that staff ers helped increased by 23%, members could fill with useful information, as compared to usage statis- use the catalog and taking you directly to such as Vocera group names, call numbers, tics gathered prior to Mobile and databases that complement each floor’s Gamma. There were 178 the floor or section you need.” collection. The clipboard is an easy way to cases where a staff member hold statistics sheets for Mobile Gamma left his or her group’s area to tracking purposes. accompany a customer to another area for resources. Also, staff members made twenty- Managers made further adjustments based eight calls on their Voceras. Customers were on staff feedback, including placing some staff complimentary and showed surprise that staff members on call at night when it is typi- was willing to take them to another floor to cally slower. On-call staff works on projects assist them. One customer thanked a staff in workrooms, but helps on the floor if it member for “being my personal librarian.” gets busy. A Mobile Gamma group was cre- Although Mobile Gamma was successful ated to look more closely at the schedule to in many areas, there was room for improve- determine how long staff should be assigned ment. Almost right away, everyone realized to groups and to balance project time. The that communication between managers and group suggested scheduling two-hour mobile staff would need to change from relying shifts when possible and devised some plans heavily on e-mail to using Vocera or face- for helping with transitions when staff switch to-face communication. For instance, if a mobile groups. Their ideas will be implement- staff member calls in sick, managers need to ed in the next round of scheduling. notify the staff affected by schedule changes Because Mobile Gamma embraces change, rather than e-mailing them because staff is it is a continuous work in progress. OCLS has not accessing e-mail while on the floor. Also, a commitment to providing the best possible staff either needed to remove themselves customer service and the best possible training from their Vocera group name or put their for staff members. This combination of com- Voceras on “do not disturb” mode when on mitment to training and service means that breaks. This would ensure that they were not the library experiences are more enjoyable and more efficient. As times change, so does Orange County Library staff use Voceras to interrupted and would allow staff using the the library and so does Mobile Gamma. communicate with one another Vocera to reach an available staff member more quickly. Approximately two weeks after implemen- Nicole Cavallaro is Main Reference Librarian Since Mobile Gamma entails frequently tation, all staff were invited to respond to a and Jamie Conklin is Assistant Manager of approaching customers, staff shared their fa- Mobile Gamma feedback form to indicate Reference Central/Mobile Reference at the vorite greetings, as well as ideas on what has how it had improved their ability to provide Orlando Public Library. worked for them in the past. For instance, customer service, identify things that weren’t staff found that open-ended questions like working well and suggest possible solutions, Notes “What can I help you find today?” initiate a and provide tips to share with colleagues. 1 scott Carlson. “Are Reference Desks Dying Out? dialogue with customers. Closed-ended ques- Overall, the staff feedback resulted in 63 Librarians Struggle to Redefine—and in Some tions, on the other hand, can sometimes elicit percent positive responses, 16 percent neu- Cases Eliminate—the Venerable Institution.” automatic negative responses. tral, and 21 percent negative. Managers met The Chronicle of Higher Education 53, no. 33 (August 20, 2007): A37. In groups, staff brainstormed ideas for with all DRI staff in small groups to further what to do while on the floor when it was not solicit feedback and work out any issues staff 2 Larry Larason and Judith Schiek Robinson. busy. Considering that at any given moment wanted to discuss. “The Reference Desk: Service Point or Barrier?” RQ 23, No. 3 (Spr. 1984): 332-49. it might become busy again, they came up While some staff members were excited with activities that would take no more about all parts of Mobile Gamma, others were 3 ocLC Online Computer Library Center. than three minutes and would keep them reluctant, either because of staff or customer “Perceptions on Libraries and Information on the move. Staff have been straightening Resources (2005).” http://www.oclc.org/reports/ concerns. Some expressed concern about 2005perceptions.htm. shelves and tidying up assigned areas, filling working in the Children’s Department. Of

 Fall 2007 Florida Libraries Floridiana with a Twist Feeling at Home in Florida

By Nancy Pike that reflect on Florida as viewed in films are Sunshine in the Dark: Florida in the Movies hen you travel to a new place, by Susan Fernandez and Robert Ingalls do you immerse yourself in in- (University Press of Florida, 2006); and Florida W formation about it first? Books, on Film: The Essential Guide to Sunshine State films, and Web sites all help us Cinema & Locations by Susan Doll and David feel more knowledgeable. Moving to a new Morrow (University Press of Florida, 2007). place requires an even greater effort. Most A useful feature on the VisitFlorida Web transplanted people can remember that ini- site (http://www.VISITFLORIDA.com) is tial sense of being an outsider. What is it “Movies in Florida,” which can be searched by that makes us feel at home? And how can title or filming location. If you haven’t looked libraries help their new users get closer to at this site recently, also click on “History and that feeling? Culture,” then “Florida by the Book” for a The history, culture, and ecology of this quick trip around Florida through the eyes unique place called Florida are certainly of various Florida authors. Jane Anderson among the things that can help ground us. Jones and her Manatee Community College Fortunately, libraries make it all easily acces- classes have compiled a list of Florida films sible. For a short and different approach to the on a Web site called “Floridiana,” which history of our state, libraries can offer a new also provides links to numerous other Florida title from a writer who has written much on topics (http://faculty.mccfl.edu/jonesj/ the topic: Michael Gannon’s History of Florida Floridiana.html). in 40 Minutes (University Press of Florida, VisitFlorida “Movies in Florida” c2007). Gannon’s book and accompanying http://www.VISITFLORIDA.com Web sites audio CD describe ten defining highlights in Teachers find the University of South Florida Florida history. Another brief account is on Floridiana “Florida Films” site called “Exploring Florida” useful, but new- the Web site of the State Office of Cultural, http://faculty.mccfl.edu/jonesj/ comers will also enjoy the maps, photos, and Historical and Information Programs in the Floridiana.html even music (http://fcit.usf.edu/FLORIDA). Florida Department of State (http://www. The University of South Florida Library flheritage.com/facts/history/summary/). Also “Exploring Florida” (USF) PALMM project is available for those doing at this site, select “Preservation” and then http://fcit.usf.edu/FLORIDA more complex research (http://www.lib.usf. the Florida Tourism Interactive Catalog for edu/ldsu/digitalcollections/F03/html/). a list of museums, historical sites, gardens, “Floridiana on the Web” (USF) “Floridiana on the Web” is devoted to the libraries, markers, monuments, and other at- http://www.lib.usf.edu/ldsu/digitalc- history and culture of Florida. It includes tractions one can visit to get to know Florida ollections/F03/html/ documents, images, and audio and video better. Addresses, hours, Web sites, and recordings drawn from collections held short descriptions (under “get directions”) WPA Writer’s Project throughout the University of South Florida are included. http://rs6.loc.gov/wpaintro/flcat. Libraries. html Finally, the WPA (Works Project Books About Florida Administration) writers’ project compiled Several years ago, the Florida Humanities Florida Memory Project a group of interviews that offer a fascinat- Council put together suggested readings for http://www.floridamemory.com ing look at the settlement period and later a “Making Florida Home” book-discussion Florida history through the stories and recol- group. The list includes these titles that McCarthy; Tourist Season by Carl Hiassen; lections of Depression-era residents. They a newcomer might find helpful in getting Condominium by John D. MacDonald; and are available in full text at http://rs6.loc.gov/ to know Florida: The Kneeling Bus and In River of Grass by Marjorie Stoneman Douglas. wpaintro/flcat.html. Don’t forget the Florida Troubled Waters by Beverly Coyle; Cross Creek Your library probably has a similar list of key Memory Project (http://www.floridamemory. by Marjorie Kinnan Rawlings; Dust Tracks and Florida titles. More such lists can be found com), which offers photos, music, and other Their Eyes Were Watching God by Zora Neale on Amazon.com’s Listmania by checking the treasures. These suggestions, along with your Hurston; Autobiography of an Ex-Colored Man terms “Florida” or “Floridiana”. many local resources, can provide a starting by James Weldon Johnson; Voice of the River point for new residents to find just what they by John Rothchild; A Land Remembered by Florida in the Movies need to know to make Florida home. Patrick Smith; Karate is a Thing of the Spirit A different slant on the character of Florida Nancy Pike is past president of the Florida by Harry Crews; Imaginary Men by Enid comes through the movies. Two recent books Shomer; Florida Stories edited by Kevin Library Association. Florida Libraries Fall 2007  Keeping Up with Technology: Orange County Library Embraces Learn 2.0

By Thomas Simpson The fun factor was also very appealing ike many organizations, keep- since technology training can be boring. By ing up with constantly changing adding a fun factor and making the course L technology has been a challenge enjoyable, learners were more likely to for the Orange County Library remain engaged for the duration of the ten- System (OCLS). The library system has been week course. The fun factor also encouraged successful in getting its people over some very staff to explore Web 2.0 material outside of large learning humps, but as the Web 2.0 the course. Participants shared links to Web movement gained momentum, administra- sites and applications they found interesting, tors and others realized that a majority of a very important step towards self-directed the staff needed to update their technology learning. skills. The challenge was to get all of the branches and departments moving forward Course Content at the same time. OCLS needed a way to give Development of the course was fairly straight- people experience using the technology in forward. Using the PLCMC’s learning model, a manner that wasn’t oppressive. It needed the course content was revised to meet the to motivate the staff, get them excited, and OCLS learning goals. Part of this process get them moving in the right direction. This surveyed included tagging, collaboration soft- was dropping the “43 Things” theme and all seemed like an overwhelming challenge ware, RSS, podcasts, wikis, social network- adding instructional content focused on spe- until OCLS found Learning 2.0. ing, blogs, online video, digital/online music, cific learning needs, such as podcasts, digital Internet safety, and digital images. media, and the ethical use of technology. Learning 2.0 The results of the survey indicated that 81 Not all of the PLCMC content was cut. The Learning 2.0 was the brainchild of Helene percent of respondents were unfamiliar with excellent “7.5 Habits of Highly Successful or new to podcasts. RSS and wikis were tied Lifelong Learners” activity (http://www.plcmc. Blowers at the Public Library of Charlotte/ 3 Mecklenburg County (PLCMC). Her original with 73 percent of respondents being new to org/public/learning/player.html) was used, as idea was based on Stephen Abram’s article, or unfamiliar with them; and blogs followed were several other PLCMC learning activities, “43 Things I (or You) Might Want To Do with 69 percent reporting their unfamiliarity. including creating a personal blog and creat- These figures were important because OCLS ing an RSS aggregator account on Bloglines This Year” and the Web site “43Things” 4 (http://43things.com).1 Blowers developed produces podcasts, blogs, and wikis for both (www.bloglines.com). Additional activities, the course on these guiding principles: par- patrons and staff, yet approximately three- such as exploring digital music Web sites, ticipants would recognize lifelong learning; quarters of the staff were not comfortable library-related Web sites, and mashups, were participants would be responsible for their with the technology. How could the Library added to meet the OCLS learning goals. own learning; and learning in the workplace share or promote these sources of information The lesson format covered two targeted can be fun.2 By making the course an enjoy- and content with patrons if most of the staff learning areas per week and always mixed able experience, the participants were more did not know what they are? “serious” content with some humor and fun. likely to continue through the course and For example, after introducing the contro- also more likely to learn. These principles Learning Virtually versial concept of digital-rights management, paralleled several OCLS beliefs regarding With a demonstrated need to engage a large the lesson shifted to the lighter side of digital staff development, so it was decided to ex- number of staff in new technology, Learning music at Web sites such as LastFm (www. plore the possibilities of using Learning 2.0 2.0 seemed like a perfect fit for OCLS. The lastfm.com), Liveplasma (www.liveplasma. at OCLS. library’s fifteen locations and varied em- com), and Musicmap. (www.musicmap.com). ployee work schedules made asynchronous Each lesson started with a Youtube (www. Identifying Gaps in Skills Web-based learning very appropriate for the youtube.com) video that was loosely tied staff. The logistics of instructor-led train- to the week’s theme. An OCLS-produced Prior to starting the instructional design podcast then introduced the week’s lesson work, the library conducted a simple needs ing would have stretched the project out for months, if not an entire year. Allowing staff topic. Both of these components increased analysis of employees’ technology skills. Two the participant’s exposure to the specific tech- hundred seventy-two employees responded to participate in the course virtually, as their schedules permitted, was a key to success. An nologies and again, added a bit of humor to to the survey, providing feedback regarding the learning process. their comfort with skill areas such as basic initial study revealed that some staff members were taking the course between midnight Another change to the original Learning computer operations, use of productivity 2.0 lesson model was the addition of optional tools, ethical use of technology, and research and 1:00 AM. Imagine trying to schedule an instructor for that time slot! Adventure learning activities. These were technology. Web 2.0 skills and technologies added to challenge those participants who  Fall 2007 Florida Libraries “The lesson format covered two targeted learning areas per week and always mixed ‘serious’ content with some humor and fun.” were excited about or knowledgeable about a schedule included a one-week break after specific Web 2.0 subject area. The Adventure week number four and a three week “catch- activities ran the gamut from being very easy up” period after the last week of instruction. (search for a Web 2.0 application focused on Growing Enthusiasm These breaks were well advertised and helped your favorite hobby) to the very challeng- On April 17th the course went live. The blog- ease the time-pressure anxiety. The ultimate ing (record a podcast and publish it on one ging exercise for the first lesson asked partici- goal was for everyone to succeed. of the hosting sites covered in the course). pants to leave a comment describing their own The Adventure activities were completely experience with blogs. For many people, this Benefits of the Course optional, but many of the learners completed was their first time reading and comment- By the end of May more than three hundred them. ing on a blog. Within a week, well over two employees had registered and were participat- The content of the course was published hundred people left comments. The amount ing in the course. The very same employees using six blogs from the Web site Blogger. of positive feedback was incredible! who were unfamiliar with or new to blogging com (www.blogger.com) that were linked “I am very excited to be a part of this were now experienced bloggers. Their level together with common navigation links. experience...I feel like a technology dinosaur of confidence with technology was up and Using Blogger’s layout templates, a learning because I am so out of touch with all of the many reported a better understanding of the space was created that delivered the primary latest innovations... Very much so looking technology being used. Many participants instructional content as well as ancillary in- forward to participating!” customized their blogs by adding pictures, formation needed by participants. The goal “This lesson felt as if I had opened a door links, lists, and avatars. All of this was done was to create a learning environment that was which leads to another world.” without any formal instruction; self directed welcoming, consistent, and easy to navigate. “Learning is fun when I’m actually learn- learning and collaboration were happening! For easy access, an icon and link to the course ing something....this course is great!”5 By the last week of instruction there were were placed on the front page of the OCLS Managers and staff began to take notice 327 employees, or 75% of the staff, engaged staff intranet, the Orange Peel. of the excitement surrounding the course. in the course. In the end, their experiences There was a noticeable “buzz” fueled by the were positive and fun, and they reported Testing and Marketing anticipation of next week’s lesson and the air how much they had learned and described Once the development work was completed, a of mystery surrounding the identities of the how it made them feel: pilot group was assembled. These staff mem- authors of various blogs. The anonymity of “This was very enjoyable. I love Flickr, bers represented all skill levels and as many blogging allowed participants to step away Grokker, YouTube and the RSS feeds. The branches and departments as possible. The from their work persona and share tidbits Meez character was fun. Now I do not feel pilot group met, reviewed the course content, about themselves. As staff began to learn like I am from another planet when I hear and then provided feedback and suggestions about each other through their blog postings, people talking about Blogs, Podcast, RSS, for improvement. Several of the suggestions an unexpected benefit became noticeable YouTube. Thank you so much for this op- were implemented, such as the Department – the organization began to shrink. Shared portunity. Who could ask for anything more? of Fun and the Glossary of Terms (http:// interests and perspective removed geographic I learned a lot and received an MP3 for it. oclsglossary.blogspot.com/) boundaries imposed by work assignments, Isn’t life grand?” 6 The pilot group was given access to the and the staff grew closer. “As for my experience with Learn 2.0, up first three lessons to work through and vali- As the course progressed, it was easy to see until about Week #7 I was flying through the date the course content. With a green light that time to participate was a very precious lessons. I started out working with a partner, from the pilot group, the course progressed commodity. This challenge was overcome but that sort of changed as the weeks pro- into the marketing phase. directly through the incredible support from gressed. We were both working at different A month-long marketing blitz involved the library director, Mary Anne Hodel, and paces. I still made myself available to help meeting with staff in all locations and de- the entire administrative and management when needed though. It’s funny to think back partments. The course was also presented teams. The Administration team jumped into to Week #1 when just making a comment at system-wide manager meetings, admin- the course wholeheartedly, creating blogs and to the Learn 2.0 blog made me nervous. I istrative team meeting, and Library Board leading the way by example. The message was was just sort of peeking into the blogging meeting. In keeping with the original model, universal, “Learn 2.0 is an important part of world. Now I’m all settled. I’ve moved in the course was kept strictly voluntary. As an everyone’s job.” Managers responded to the my furniture, decorated, and met some of incentive, the library offered an MP3 player time challenge creatively so employees could my neighbors!” 7 for each employee who completed the course. participate during work hours. Some manag- Back at the front line, employees who The feedback was overwhelmingly positive, ers scheduled course time for certain days participated in the program commented that with many staff members excited about the and times, others encouraged employees to Learn 2.0 gave them more confidence when possibility of earning an MP3 player. work together to create the best schedule. To working with patrons. One staff member used further help with the time crunch, the course continues on page 10 Florida Libraries Fall 2007  Learn 2.0 continues from page 9 Thomas Simpson is Organizational Development Manager for the Orange County Learn 2.0 resources to answer a chat-refer- “The goal was to create a Library System. ence request for cool music sites with free learning environment that downloads and visuals. Another described Notes: her experience creating her own MEEZ was welcoming, consistent, 1 stephen Abram, “43 Things I (or You) might avatar as she told a mother about an upcom- want to do this year” Information Outlook, ing MEEZ avatar class offered through the and easy to navigate.” http://www.43things.com. Library’s Camp Savvy. This interaction led 2 Helene Blowers, “Learning 2.0 Message,” The the mother to become excited about the class. Public Library of Charlotte Mecklenburg County Another staff member sums up the impact weblog, January 12, 2007, http://plcmclearning. of the program on her reference and instruc- positive and fun. Employees experienced blogspot.com/. tion expertise: technology in a new light. They became ex- 3 Helene Blowers, “23 Things,” The Public Library Since I’ve taken learn 2.0 I have been cited, motivated, and eager to learn more. The of Charlotte Mecklenburg County, http:// able to talk about some of the topics covered logical question is: what is next? The plan is plcmcl2-things.blogspot.com/. and answer patron’s questions about blogs, to develop a public-access catalog that will 4 ibid. avatars, etc. Learn 2.0 also really helped utilize Web 2.0 technologies to enable patrons me to prepare more for the classes I had to to become content contributors instead of 5 anonymous, “Welcome to OCLS Learn 2.0 - Week #1,” Orange County Library System Learn teach after I finished the course (Camp Savvy just content receivers. Patrons will be able 2.0 blog, April 17, 2007, http://oclslearn.blogspot. for Kids and Teens in June and July). After to write reviews and create tags for catalog com/. taking the course, I felt more confident on items, upload digital images and podcasts, and 6 Maxicow, “Play Week - Week #11-13” Orange the topics and was able to use some of the blog. Neighborhoods will be able to create County Library System Learn 2.0 blog June 27, information I gained in some of my Internet digital image histories of their communities, 2007, http://oclslearn.blogspot.com. classes. With the knowledge I gained from write narrative descriptions of the images, the course I am now able to answer more and catalog and store it all on OCLS serv- 7 deery Lou, “To Flickr And Beyond…” The Cheerful Fawn Weblog, June 19, 2007, http:// questions on the subjects that were covered ers. The experience with OCLS Learn 2.0 8 thecheerfulfawn.blogspot.com. and teach them in my classes. has provided a bridge to implement these new technologies and the staff is now up to 8 Eirislyn Torres, e-mail message forwarded to the Future Directions speed and ready to support the public as the author, August 30, 2007. As an organization, OCLS provided em- Library moves forward with this new phase ployees with a learning experience that was of collaborative technology.

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10 Fall 2007 Florida Libraries Transforming ESOL-Learning Opportunities through Technology

By Paolo Melillo county residents spoke a language other than a significant challenge.5 In a 2006 LSTA English at home, with 44.7 percent in that (Library Services and Technology Act) grant new Florida resident wanted to group claiming to speak English less than application prepared by OCLS, a quote from learn English in order to improve “very well.”2 In 2004, a report put together Pamela Rendsland-Tonello, Special Projects A her employment opportunities, by Workforce Central Florida stated that Manager for Workforce Central Florida, as well as help her family adjust “increasing migration and population growth stated that many employers complain that and prosper in its new homeland. Like many is creating a greater need for English-as-a- insufficient English abilities keep many skilled others around her, she found it difficult, if second-language instruction.”3 people from entering or advancing in the not nearly impossible, to register for the workplace.6 available English-as-a-second-language In order for the Library to attract non- (ESOL) classes at nearby schools, colleges, native English speakers to its and institutes. In addition to the expense, locations, it needs to offer the fixed schedules and the necessity to services that are relevant commute inconvenient distances were to their lives. The Orange impediments. She was finally able to County Library System is learn English when she discovered the poised to help support the ESOL learning opportunities at the community’s growing number closest branch of the Orange County of non-native English speakers Library System (OCLS). by maximizing employability through the development and Transforming the Library’s ESOL dissemination of ESOL-learn- Learning Opportunities ing opportunities. After citing OCLS helps improve the lives of one some statistics revealed in their of the fastest growing communities surveys, the President and CEO in its service district: non-native of Workforce Central Florida English speakers. The Library meets stated that, “partnering with the the needs of this group by provid- Orange County Library to provide ing ESOL learning opportunities English language classes to central in innovative and convenient ways. Florida non-English speakers is of crucial importance to the success Rather than relying on traditional 7 classroom setups with a teacher, of our workforce.” the Library teaches ESOL elec- tronically by using software and ESOL Resources computer classes, thereby en- Although the Library offers tradi- abling individuals to learn English at their tional resources such as books, CDs own pace and at their own convenience. and DVDs to teach ESOL, there is The Library’s use of technology This large and also a demand for ESOL courses and to teach ESOL not only meets the needs of growing number of non-native classes. Even though there are other non-native residents, but assists in creating English speakers is fueling demand for job venues for ESOL learning in Orange a work-ready workforce. Increasingly, the opportunities and training. These challenges County, such as local colleges and schools, Library is viewed as a vital economic-de- are mentioned in Workforce Central Florida’s they charge fees and can be expensive. velopment partner, as well as a center for 2006 “State of the Workforce Survey,” in Furthermore, these other institutions usually educational and cultural enrichment. which 57 percent of surveyed employers stated feature formal classes, which require partici- that increasing access to training for non- pants to commit to a set schedule, wait for Growth of Non-Native English- English speakers was a critical workforce issue. the start of a semester to begin a class, or Speaking Population According to Gary Earl, President and CEO linger on waiting lists. Any combination of of Workforce Central Florida, 39 percent of these factors is typically not convenient for Like many public libraries in Florida, OCLS local employers reported that language barri- serves a community that is experiencing working people with families. The alterna- ers were an area of concern when hiring new tives offered by the Library needed to be free growth and diversification. According to 4 employees. This was an echo of the Biennial of charge for cardholders and not limited by the U.S. Census Bureau’s 2005 American Fall 2004 “State of the Workforce: Central Community Survey, Orange County’s set schedules. These alternatives should also Florida Executive Summary,” which identi- avoid placing added staffing burdens on the population increased 12 percent between fied the need to train non-English speakers 2000 and 2005.1 In 2005, 29.8 percent of Library’s budget. in basic, technical, and language skills as continues on page 12 Florida Libraries Fall 2007 11 Transforming ESOL-Learning Opportunities continues from page 11

Teaching ESOL via electronic resources The ELLIS™ Project Electronic resources are a great alternative One of OCLS’ most popular ESOL resource for teaching ESOL in a public library. They and the one that comes closest to a traditional can be conveniently accessed via a library’s classroom setup is ELLIS (English Language computers, as well as 24/7 from home com- Learning and Instruction System). Like puters. They can be used independently by Rosetta Stone, ELLIS is interactive multi- individuals without a need for scheduling media software that enables users to learn formal classes or hiring outside tutors. a language through listening, reading, and The major resources OCLS makes avail- speaking exercises, as well as through tests able for the public are listed below. and quizzes. Unlike Rosetta, ELLIS starts with the individual’s native language and only Downloadable Audio Books teaches English. ELLIS does not assume the Downloadable ESOL audio books are learner has any previous knowledge of English, available from home via the Library’s and uses speech-recognition technology that online catalog any time of day, any allows users to perfect their pronunciation day of the week with remote access. by comparing it to that of native speakers. The Pimsleur Language Program ELLIS also has a Career Skills Set, which ties can be downloaded to a computer in to the Library’s goal of assisting its target and transferred to a Windows- audience with English-language skills for the based MP3 listening device. Entire work place, as well as providing tips on culture series are available for patrons and life skills for those new to the U.S. to learn English from another Unlike the other resources, ELLIS is not language such as “English for available via the Library’s Web page to pa- Spanish Speakers,” “English for trons at home. Due to license agreements, Vietnamese Speakers,” etc. the software resides on specific public PCs in the Library and not on the network. Streaming Video OCLS initially made the resource avail- In 2005, OCLS was the able from the PCs at the Southeast and South first public library in the Trail branches, locations with a high number country to offer curricu- of Spanish speakers and, in the case of the lum-oriented multimedia latter, also a high number of Haitian-Creole – educational streaming speakers. Patrons register by attending an videos – from Clearvue introductory session, which includes an online & SVE, Inc Power placement assessment. The orientation is Media Plus. Streaming conducted by a staff member who explains videos are available how the software works. Once registered, the from OCLS’ online patron simply signs up to use a PC with the catalog, and logging software at his or her convenience whenever in with a card from the branch is open and works independently home requires only a with the software. click of the mouse. The videos feature Once implemented, the program quickly gained in popularity. One orientation class at- content for all K-12 grade levels and subject tendee commented (translated from Spanish), areas – including ESOL. Written by profes- “It (ELLIS) will help in obtaining major job “Rather than relying on sional ESOL instructors, each 30-minute opportunities, to interact the correct way traditional classroom setups video covers a different part of speech. The lessons include worksheets, teacher guides, with others through English, to obtain a and online resources. good job, improve the quality of life and to with a teacher, the Library help accelerate the learning of the English teaches ESOL electronically by Language Learning Software language.” Another commented (translated Rosetta Stone®, a language-learning soft- from Spanish), “For me it is important to using software and computer ware, is also available 24/7 for card holders learn through the ELLIS program because from home or any Library computer. Patrons it will help me read and understand a job classes, thereby enabling can learn over twenty languages, including application. At the same time it will help me to become familiar with vocabulary.” Several individuals to learn English at English, with this resource by following inter- active and easy-to-use courses with video and attendees cited the convenience of not being restricted to set schedules, nor having to worry their own pace and at their audio. The electronic self-contained courses allow individuals to learn a language the way about high costs. they learned their native one – by immersion. Staff also made favorable observations. own convenience.” Staff at the Southeast branch marveled at Users monitor their own progress with imme- diate scoring, complete answer explanations, how a patron who had continually requested and an individual analysis of results. service in Spanish suddenly mustered the

12 Fall 2007 Florida Libraries courage to speak English and over the span of a few weeks developed the ability to ex- press herself very well. Staff at other locations noticed patrons becoming more confident at speaking English, as well as developing basic computer skills from using ELLIS. The popularity of ELLIS and the demand for ESOL training in other locations prompted OCLS to expand the resource. The Library applied and received an LSTA grant in 2006, which allowed for the expansion of ELLIS to four other branches by funding additional licenses, computers and printers as well as furniture to accommodate classroom setups. The extra licenses enabled a total of thirty people to access the software at a time. In two branches, the grant-funded dedicated computer classrooms with thirteen laptop holdings of the DVDs, computers and a printer. In another branch and these records will include notes with limited space for a dedicated classroom, and links to the language-learning virtual the grant funded a mobile computer lab with gallery. thirteen laptops. The Library also developed bookmarks ELLIS is currently being offered in six and brochures promoting ELLIS in English, The Orange County Library branches. As of July 2007, OCLS had 881 Spanish and Creole. Signs for ELLIS were registered users with ELLIS learning English also made in these three languages and are System helps non-native from eighteen different native languages. placed prominently in all locations with the software. In addition, staff at the locations speakers by maximizing Marketing electronic ESOL resources offering ELLIS distribute the brochures and Although a library might have a rich variety bookmarks at community events and through employability through of resources for its patrons, making these re- outreach efforts. sources well known to their communities is improved ESOL-learning an ongoing challenge. OCLS’ main efforts at E-Resources Transform opportunities promoting ESOL electronic resources include ESOL Teaching a Web site, catalog records, signage, flyers, Electronic ESOL resources have proven to bookmarks, and cross promoting. be a great way for the Library to meet the Information on the Library’s language- language-learning needs of Orange County’s Notes learning resources was put together on a Web fast growing communities of non-native page, or “virtual gallery.” The virtual gallery 1 u.S. Census Bureau, “American Community English speakers. These resources have en- Survey Data Profile Highlights,” http://factfinder. titled “Check Out All the Ways to Learn A abled OCLS to transform the way ESOL is census.gov. Language with OCLS” provides descriptions taught in a public library. In addition to of- 2 ibid. and links to all of the Library’s language- fering ESOL teaching opportunities free to 8 learning opportunities. The virtual gallery, patrons, these resources allow the Library to 3 Workforce Central Florida, “State of the “Know Your Business,” which promotes the offer alternatives that do not limit patrons Workforce: Central Florida Fall 2004,” http:// Library’s business and job-related resources, www.workforcecentralflorida.com/docs/2004_ to fixed schedules and do not require the State_of_the_Workforce_report.pdf links directly to ELLIS from a section high- Library to hire tutors. 9 lighting job skills. Overall, OCLS patrons report satisfaction 4 Workforce Central Florida, “State of the Each ESOL electronic resource has its Workforce Survey Fall 2006,. http://www.work- with the Library’s electronic ESOL resources, forcecentralflorida.com/assets/State_of_the_ own catalog record with direct access to the and are particularly pleased with their con- Workforce_Report06.pdf resource. A search for English language, or venience, simple registration processes, and Inglés in Spanish, will produce hits on OCLS’ 5 Workforce Central Florida, “State of the scheduling flexibility. Library staff members Workforce: Central Florida Fall 2004.” book holdings, as well as ELLIS, streaming in turn are pleased to provide much needed videos, downloadable audio books, etc. Once services that truly enable patrons to help 6 LSTA grant application submitted by Orange County Library System, 2006. the holding record appears, the patron can themselves. simply click on the link and connect to the On the whole, OCLS’ attempt at offering 7 Gary Earl, e-mail message to author, July 26, resource or to information about it. ESOL opportunities electronically has been 2007. Cross marketing is also done through the a success that can serve as a model for other 8 orange County Library System, “Check Out online catalog. Bibliographic records for lan- Florida libraries to replicate and tailor for All the Ways to Learn a Language with OCLS,” guage-learning materials include their own communities’ needs. Electronic lan- http://www.ocls.info/Virtual/Galleries/Topical/ language.asp?bhcp=1. notes and links to the Library’s language- guage-learning products are another valuable learning virtual gallery as an option for resource that can be made available with a 9 orange County Library System, “Know Your more information on the topic in ques- library card! Business,” http://www.ocls.info/knowyourbusi- tion. For example, a search for the popular ness/default.asp?bhcp=1.language.asp?bhcp=1 ESOL DVD series, Inglés sin barreras, Paolo Melillo is Branch Manager of the Orange 9 http://www.ocls.info/knowyourbusiness/default retrieves records showing the Library’s County Library System’s Southeast Branch. asp?bhcp=1

Florida Libraries Fall 2007 13 Transforming Library West at the University of Florida: A Fairy Tale Makeover

By LeiLani Freund and Colleen Seale 1982, a report written by a task force to evalu- of the building from approximately fifty-five ate the libraries documented the crowded to over one hundred workstations. his article is indeed the tale of conditions that existed in the building. In 1999, Interim President Dr. Charles an outdated building that was A 1991 proposal, “Building Program: Young achieved a higher priority funding T renovated, enlarged, and magi- Addition to Library West, summed up the status for the renovation of Library West. cally transformed into a vibrant, many problems that had arisen over the years. Shortly after that, the building addition and welcoming new facility . . . but the story must As this document states, Library West was renovation of Library West moved to the top begin at the beginning . . . constructed as a modular building. While of the campus building list and bids went Once upon a time, 1967 to be exact, modular buildings have often been con- out to architects and construction firms. The a library building was constructed on the sidered the most effective design approach Library West project was awarded to Long University of Florida campus. As the second for libraries, Library West had some seri- & Associates Architects, Ross Barney and library building on a growing campus, it was ous problems. Originally intended as the Jankowski Architects, Interior Design and designated as the Graduate Research Library graduate library, it was too small to house Biltmore Construction. In the summer of when it opened. Adjacent to Library East (now the research collections almost from the be- 2003, charrettes were conducted by the build- called Smathers Library), the new building ginning. The usefulness of the building as a ing architects allowing staff to ask questions was called Library West. From opening day library was further reduced by inadequate and provide input in the planning process. through the 1970s, Library West continued space for staff and the assignment of large The vision for the new library was to pro- to serve as a research library. In the 1980s, amounts of space to classroom-like facili- vide a collaborative learning environment as more subject-focused library spaces were ties across from the front of each door. In and the latest technology with group and defined on campus, the collections at Library addition, the poor physical distribution of individual study space; to add more seating West were concentrated in the humanities spaces for air handling equipment rooms, and shelving for books and materials; and and social sciences. The building also housed elevators, and stairwells prohibited maximum to provide improved work space for library government documents, Special Collections, utilization of the available floor space. The faculty and staff. and offices for Library faculty and staff. As the collection grew over the next two “. . . to add more seating and shelving for books and materials . . .” decades, space became a major problem. Several small renovation projects over the years provided some stop-gap measures to cope with space constraints and growth in new technologies. These projects included remodeled staff areas, the rearrangement of collections, reduction and removal of the card catalog, and transfer of various small collections of materials to storage and other buildings. The introduction of the Library’s OPAC terminals was followed by a growing number of specialized database workstations that soon expanded to over eighty networked computer workstations crowded into small spaces on two floors. Library Director noted in this proposal that Information Commons Planning Almost forty years after the building was a well-known expert on academic library The planning process for the Library West constructed, funds were designated to enlarge building planning had cited Library West reference and computer areas began in earnest as one of the worst examples of a research and renovate the building. In December 2003, 2 in 2004 when planning staff made a number Library West was closed to the public for a library building in the country. of site visits to institutions that had recently long-awaited makeover. In 1997, thirty years after Library West undergone successful transitions to an in- opened, the 1991 addition plan was dusted formation-commons concept. The locations The Planning Process off and an Ad Hoc Committee was formed included the University of Georgia, Georgia to review the plan and make suggestions for Planning for an addition to Library West Tech, Emory University, and the Ohio State further modifications. Included in the recom- University Science & Technology Library. began as early as 1963 prior to the building’s mendations was a proposal to expand the construction. The original plans included a Of all these locations, Georgia Tech was “InfoSwamp” of computer workstations that the closest in size and original vision to the proposed 80,000 square-foot future addition had emerged as a focal point on the first floor as a second phase to the building plan.1 In Library West space, but all the sites yielded many ideas and examples. 14 Fall 2007 Florida Libraries “The vision was to provide a collaborative learning environment and the latest technology with group and individual study space . . .”

Two of the travelers later joined other UF of the Public Services Carol Turner said, firm to help transform Library West with an Libraries’ staff to create the Library West Info “The greatest challenge we were facing was emphasis on multimedia and the Information Commons Concept Team. This team used a designing a multi-functional building that Commons concept of one-stop shopping for combination of methods to gather informa- provides adequate space for books, individual the student doing research, processing and tion, including a thorough examination of and group work study and technology. We sharing information, and packaging that in- the literature, personal interviews, surveys, wanted to design it in a way that incorporates formation for a paper or presentation. and focus groups. Working closely with the the flexibility to adapt to future needs.” campus Office of Academic Technology Shortly before writing the final report, Research Assistance Desk Planning (OAT), team members envisioned a tech- the Concept Team had another wonderful After finalizing certain design elements, the nology-rich space that would complement, opportunity to talk with students. A School location of compact shelving for the book col- not duplicate, the campus computer labs and of Art and Art History professor, and a strong lections, and various security concerns, these the new media-rich OAT learning-commons advocate for the libraries, invited the team plans then dictated the locations of other space called the “Hub.” to a special design workshop set up for his functions of the building. The sole entrance Some common themes emerged from the students. As part of the workshop, the stu- and exit to the building via the escalators surveys and focus groups that would inform dents were charged to design an ideal library necessitated placement of the Circulation decisions throughout the new facility. These space. The results were fascinating, ranging Desk and the security gates on the second themes included: from the practical (place a large mall-like floor at the top of the escalators. This led to • desire for more work space map of each floor at the entrance and near the somewhat controversial decision to place each elevator) to the outlandish (librarians the Reference Desk and reference collection, • the need for a mix of individualized on roller skates). Like the results of the focus and group work space as well as the information commons area on groups, many of the ideas that bubbled up in the third floor of the building. • Easier printing the workshop are still being discussed and 3 In order to accommodate walk-up and • comfort implemented today. appointment-based consultative transac- The Concept Team completed its recom- tions, the Reference Desk was separated • Friendlier signage; less restrictive mendations and report in February 2005. into three separate desks, the center desk language (don’t start every sign with Many of the recommendations were adopted at counter-height level and the two on the “NO”) for implementation, and serious space plan- sides at ADA-level for easier access and seat- • Knowledgeable assistance available ning ensued. The Systems Department and ing for longer consultations. A name change 24/7 Library West IT staff soon began planning the was also in order to reflect the concept of huge task of configuring and installing the research assistance and consultation. The • approachable, friendly staff at the in- many public workstations needed for general formation desks new sign above the central desk now reads use and in the planned multimedia areas. “Research Assistance.” • coffee The Systems Department Interim Head chose In describing the difficulty in providing Dell™ and an associated media-consultant How was Library West Transformed? a multi-functional space, Associate Director • the physical building space trans- “. . . and to improve work space for library faculty and staff.” formed into 89,000 square feet of reno- continues on page 16 Florida Libraries Fall 2007 15 4 Library West: continues from page 15 and group. Access is controlled by card learn today.” The changes to the Library swipe via the elevator and staircase. West building have resulted in many physi- vated space with over 50,000 square • the old Library West contained cal improvements, but a transformation has feet of new space. thirty faculty cubicles; faculty had the occurred at psychological and social levels as well. Students are returning to the library in • the old building included two doors, option to share them with a colleague, although most did not. For graduate record numbers. The first month the building one to enter and one to exit with a was open the daily gate counts often exceeded small, pedestrian lobby area. The new study there were 103 carrels, each as- signed to two people. In the new build- 4,000 users. Several reference librarians have building includes a revolving door reported hearing student patrons calling their and two single doors that can be used ing, private study space was created friends to meet them at “Club West.” Clearly, for entrance or exit. All open into a with eighty-four graduate studies and thirty-six faculty studies. the modular “frog” turned into a handsome two-story lobby featuring art funded “prince” among modern libraries. Like all by Florida’s Art-in-State-Buildings • no group-study rooms were avail- good fairy tales, this has a happy ending. The Program and a coffee shop. Up and able in the old building. New special desired goals of re-establishing the library down escalators and a small ADA-ac- study areas include twenty group-study both as a research and undergraduate facility cessible elevator provide entrance and rooms, one equipped for teleconferenc- for the humanities and social sciences and exit for the collections and services. ing and two with special digital media as an attractive focal point on campus have • seating increased from over 400 seats and ADA equipment. been achieved. to a capacity of over 1400 seats, includ- • a crowded InfoSwamp of approximate- ing fourteen booths (eight with com- ly eighty workstations was transformed LeiLani Freund is Chair, Humanities and puters and six with video/DVD players into an open, inviting Info Commons Social Sciences Services Department, George A. and monitors), club chairs, café seating, with 139 general-use computers, in- Smathers Libraries, University of Florida. and a casual bean-bag seating area. cluding eighteen with double monitors • over a forty-year period, several collec- and specialized software located in the Colleen Seale is Associate Chair, Humanities tions and staff were housed in cramped Digital Media Center area. and Social Sciences Services Department, conditions in Library West. Many of • an informal group presentation area George A. Smathers Libraries, University of these collections moved to Smathers with a 61" plasma display allows users Florida. Library and other buildings. In the to rehearse and edit presentations. new building, spacious staff offices Acknowledgements • a 42" plasma screen was installed near (many with windows) are primarily on The authors would like to thank Barbara the Research Assistance Desk to allow one floor. Access Services offices are Hood, Public Information Officer at the for informal small group instruction. located near the Circulation Desk and George A. Smathers Libraries, for supplying the Facilities staff is located on the first • Wireless access is available throughout photographs used in this article. floor with access to the loading dock. the building, and twenty laptops with • shelving capacity grew from 950,000 wireless capability were purchased for Notes student check-out. volumes to 1.7 million volumes and 1 Melissa Thompson, “Officials: Library expansion from traditional to state-of-the-art • the microform reader printers were four decades overdue,” The Independent Florida moveable, compact shelving. replaced with eight digital microform Alligator, August 1, 2006, p.10. • the humanities and social sciences col- readers. 2 building Program: Addition to Library West, lections were classified in both Dewey • Library West had one designated in- University of Florida, 1991. and LC. A massive reclassification proj- struction room. The newly renovated 3 LeiLani Freund, Marina Salcedo, Marilyn ect allowed Library West to open with building holds two instruction rooms: Ochoa and Tara Cataldo, Library West Info one hands-on and one lecture/presenta- Commons: Report from the Concept Team, LC collections only. http://www.uflib.ufl.edu/hss/infocommons/ tion room. A third instruction room • old Library West had soft drink, Info%20Commons%20Report.pdf coffee, and snack machines outside the on the fourth floor is reserved for staff development and training. 4 dell Computer Company, Breathing New building. Food was not allowed inside; Life into a Campus Landmark, http://www. covered drinks were allowed during the • dark wood paneling, outdated wall- dell.com/downloads/global/solutions/public/ last few years the building was open. A to-wall carpeting and harsh lighting case_studies/univ_of_florida-libraries-final-4-9- hi.pdf?c=us&l=en&s=gen new Starbucks coffee shop is now open were replaced with hickory paneling, all hours the library is open. An adja- cork flooring, polished cement, carpet cent study area is provided with café squares and diffused, high efficiency Additional Readings: tables and chairs and casual seating fluorescent lighting that help to bright- Cataldo, Tara Tobin, LeiLani Freund, Marilyn to enjoy food and drink in the library. en the building. N. Ochoa and Marina Salcedo. “The Info This summer, a more liberal food policy • Library West was transformed into Commons Concept: Assessing User Needs.” was approved to allow covered drinks an efficient green building receiving a Public Services Quarterly 2, no. 4 (2006): 23-46. and snacks throughout the building. “Gold” Leeds score. Kisling, Jr., Vernon. George A. Smathers Libraries • While Library West was originally History: Library West. http://www.uflib.ufl.edu/ designated a graduate research library, Conclusions msl/LibHistLibWest.html graduate study space was significantly The Interim Head of the Systems Department, Long & Associates Architects / Engineers, Inc. reduced over the years. In the new Educational Projects: University Library West Will Chaney, aptly described the condition – University of Florida, Gainesville, Florida. building, the entire sixth floor has been of the old Library West building: “The real- http://www.longandassociates.com/places/ designated for graduate study with ity was students did not spend much time lockers and study spaces for individuals Stripling, Jack. “At UF, a library of the future opens there … It did not match the way students today.” Gainesville Sun, August 2, 2006, sec. A. 16 Fall 2007 Florida Libraries profiles of Perspective Florida Their Towns, Counties and Cities

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Place Your Order Today! Comparative Ranking Charts (800) 562-2139 put cities side-by-side for easy comparisons & rankings www.greyhouse.com Selected statistics are pulled for 100 of Florida’s largest towns and cities. Each of 22 different data points has its own two-page spread with the cities listed in alpha order so researchers can easily compare and rank cities. Among the statistics selected for this section are Employment, Income, Unemployment Rate, Population Characteristics, Taxes, Cost of Living, Education, Health Care, Public Safety, Air Quality and more

Fax: (518) 789-8700 Florida Libraries Fall 2007 17 [email protected] Profiles of Florida • ISBN 978-1-59237-110-5 $149.00. DESTINATION: next, Jacksonville Public Library’s Journey toward Transformation

By Melonee Slocum The journey toward transformation began and Sam Morrison on the consulting team. in 2001 when Jacksonville citizens demon- O’Donnell is a consultant and Executive ransformation. Isn’t that just strated support for JPL by approving the Better Director of the Florida Library Association another management buzzword? Jacksonville Plan which would invest $150M and Morrison is former Director of the T And what does it really have to in new and expanded libraries. By the close Broward County Library System. In order do with providing library service? of 2005, construction of six new branches to successfully identify the true needs of the Webster’s dictionary defines transformation was complete, and the Library capped off its community, two steps were essential. First, as an act, process, or instance of change in facilities-expansion program with the opening finding a way to form a shared understanding structure, appearance, or character; a con- of the new 300,000 square-foot Main Library, of what is meant by the phrase “21st Century version, revolution, makeover, alteration, or the largest public library in Florida. library” and, second, to find a way to effec- renovation. The community has responded enthu- tively obtain participation and input from as Outgoing ALA President Leslie Burger siastically by visiting the library in greater many residents as possible. chose “Libraries Transform Communities” numbers and borrowing more materials than The Library Summit was designed to as her presidential initiative theme. Burger ever before. By FY05, the total square foot- engage the community in a dialogue about clearly makes the case for transformation: age of the JPL had doubled; the number of outstanding 21st Century public libraries and “We know that when libraries are transformed visitors had increased by 72%, reaching an how they differ from public libraries of the either by new service programs, renovations, all time high of 4.3 million visitors; and cir- past. Sponsored by Mayor John Peyton and or new buildings that the communities we culation had increased by 84% to 7.9 million serve are in turn transformed. Our users’ items system-wide, with over a million items relationship with the library changes, they circulated at the Main Library alone. If you become advocates and passionate supporters build it, they will come! for what we do, and learn in new and different ways.”1 While transformation is a synergic Strategic Planning Process process, planning for transformation and em- After more than one hundred years of ser- bracing change are both essential if public vice to the Jacksonville community, the un- libraries are to remain vibrant, relevant and precedented growth afforded by the Better essential to a community’s quality of life. Jacksonville Plan put the JPL on the fast track to transformation. With the infrastructure in Library Expansion place, the challenge was to ensure that the To move forward, Jacksonville Public Library community’s support and investment resulted Director Barbara A.B. Gubbin engaged the in a vital, relevant 21st Century library system support of the Board of Library Trustees to that would help the people of Jacksonville embark on a community-based strategic-plan- succeed. ning process to determine the future direction To meet that challenge, the Library of the library. This process resulted in a five- embarked on a community-based strategic year strategic plan which provides a vision planning process predicated on JPL’s goal to of the library system for the 21st Century. become nationally recognized as a leading Upon successful implementation of the 21st Century public library. The strategic plan and achievement of the plan goals, the plan would provide a broad vision and spe- the Board of Library Trustees, the Summit Jacksonville community will recognize the cific strategies to transform the library into was attended by over two hundred people library as a springboard for educational and a place that the community views not only from the community. The Summit featured occupational success, an essential partner in as a place to get books or information, but an outstanding panel of some of the best and brightest leaders in American libraries who creating learning experiences, the center of also as a gathering place for people who want st community life, and an outstanding public to read, meet friends and colleagues, study, explored the frontier of 21 Century public investment. work, or simply relax. library services. From a single library building, seeded by The selection of Himmel & Wilson, Participants were delighted with the in- a $50,000 grant from Andrew Carnegie in Library Consultants, to facilitate the stra- formation presented by the panelists and, 1903, the Jacksonville Public Library (JPL) tegic planning process was based on several after a complimentary lunch, were eager to has grown and changed with the community. important elements including a proposed participate in breakout sessions to discuss With twenty-one locations, the Library now Library Summit for the community, plans library services with the experts. serves 891,000 residents over an 841 square- to engage the community through innova- It was clear from the reaction to Leslie mile service area. tive uses of technology, and the inclusion Williams’ presentation on electronic resources of Florida library leaders Ruth O’Donnell that the Jacksonville Public Library needs to 18 Fall 2007 Florida Libraries do a much better job marketing its services. Geographic-mapping technology was em- addressed through the process. JPL addressed Although many participants were already li- ployed to sample library usage patterns; a cus- this issue in several ways: brary users, they were amazed by the wealth tomer satisfaction survey was developed; and • town Hall meetings hosted by the of free electronic resources already provided new SharePoint software was implemented Library Director in 2006 were an early by JPL and the Florida Electronic Library to launch a collaborative DESTINATION: forum for discussing the strategic-plan- (http://www.flelibrary.org/). next Strategic Planning Team site on the City ning process, ways of participating, and The idea of the library as the center of Portal. The site provided staff convenient the importance of change. community life resonated with many partici- access to resources and documents, as well pants. Comments and questions highlighted as a discussion board to talk about the future • the library administration invited a the need for more services for teens and seniors of the library and share ideas. core group of librarians and library as- and strongly supported technology training, sociates to serve as members of a staff team to share ideas and stimulate dis- cultural programs, and social programming, Importance of Leadership st such as “conversation salons”. cussion about what it means to be a 21 Of course, strategic planning is only the first Century library. Encouraged to present The Summit was a successful kick-off step in the process. To transform a library in event, invaluable not only for generating ideas from other professions, such as changing times, skillful leadership is needed business and technology, and to chal- positive publicity and input from the com- to bring staff and the community into the pro- munity, but also as the first step in shaping lenge the status quo, the

At left, the planning pro- cess included input from all stakeholders through interviews, focus groups (where this photo was taken), and surveys.

At right, the completion of Jacksonville’s new Main Library in 2005 capped off the Library’s facilities-expansion pro- gram.

a common vision for the future of the JPL. cess in such a way that they not only embrace, scout Team was the first in the city to The Summit was followed by interviews, focus but become agents of change. In “Winning make use of new technology to build a groups, and surveys targeting general and at Change,” John P. Kotter discusses steps for DESTINATION:next Web site. Staff specific groups of users and potential users. organizational transformation.2 These steps ideas from the site both challenged and Online surveys, surveys posted on free-stand- provide a useful framework for examining reinforced the need for change. ing touch-screen kiosks, and a Web-based JPL’s journey toward transformation. customer survey posted on the JPL Web site • staff Development Day 2007 focused were all utilized. The Web-based survey was on the future and was the kick-off for Leaders must communicate the the newly approved strategic plan. All “pushed” via e-mail to the contact lists of importance of change. major employers in Jacksonville, resulting staff received copies of the plan, par- Communicating the need for change in a over 1,500 electronic responses! One of the ticipated in break-out sessions to review survey results indicated that only 42% of the governmental organization requires imparting and discuss the plan, and recommend- respondents had visited the library’s Web site, the idea that change is not just desirable, but ed priority strategies for implementing critical, if the organization is going to move echoing feedback from the Summit that the the plan. forward. Because change can be difficult for library needs to do a better job promoting its continues on page 20 products and services. people to accept, the need for change must be Florida Libraries Fall 2007 19 DESTINATION: next continues from page 19 Celebrate success and create short- term wins. • the implementation plan was a key change, is also one of the most important. During the strategic-planning process and component of the Director’s Town Hall If the library as an organization is to be truly moving forward, it is essential to build this meetings in 2007. transformed in order to meet the needs of the simple but effective step into the change new century, it must happen from the inside process. For example, a staff suggestion Successful transformation requires a out. Results of staff surveys, interviews, and to improve recycling efforts at the Library powerful guiding coalition. focus groups highlighted the need to both em- garnered a lot of comments and support for This step highlights the importance of in- power and engage staff in the change process. related green initiatives such as purchasing viting community leaders to participate in To that end, strategic-plan implementation library bags that can be composted. A team the process. The Board of Library Trustees includes three key components: was formed to find ways to adopt this and was actively engaged in the strategic-plan- other environmentally friendly initiatives ning process through the Board Planning Leadership Development within the library. As a result of the team’s Committee, chaired by Joy Korman. The Thirty participants from all levels of the or- recommendation, the first short-term win was community-planning committee, called ganization were nominated to participate in the purchase of personal recycle bins for all TEAM:next, was carefully selected to in- a two-day leadership skills workshop based staff members. clude representative leaders from the arts, on the five practices of exemplary leadership education, business, social services, govern- from The Leadership Challenge by Kouzes Build on the momentum created to ment, and nonprofit sectors. The chairman of and Posner.3 All staff, from entry-level clerks produce more change. this energetic, enthusiastic, and opinionated to the Director, will eventually participate Embracing change, inviting innovation and group was Deborah Gianoulis Heald, literacy in the leadership-development workshops, seeking transformation requires openness volunteer and former news anchor woman. which teach participants how to “model the to a fluid organizational structure built on TEAM:next members participated in the way, inspire a shared vision, challenge the the free flow of ideas rather than structural Library Summit; they were presented with the process, enable others to act, and encourage limitations. As technology speeds ever faster results of focus groups, surveys and interviews; the heart.” forward, libraries must emulate the corporate they debated the issues; and, they made rec- world in building nimble organizations that ommendations for the final strategic plan. It Leadership Council will anticipate trends and respond to chang- is interesting to note that this team was not As leadership-development workshops con- ing customer demands in a seamless manner. tinue, partici- For example, as one of the first public libraries pants will be in the state to provide downloadable movies, Jacksonville Public called upon JPL anticipated a trend, provided the service Library’s strategic- to act as both on the front end and, in the process, surprised planning process innovators and delighted our customers. involved community and as agents The transformation of the Jacksonville leaders, residents, of change. Public Library has just begun. The Better and library staff. Selected par- Jacksonville Plan referendum provided major ticipants will enhancements in technology, materials and be invited to facilities. The DESTINATION:next strate- participate as gic-planning process effectively engaged the members of community, identified what customers want a Leadership and need, and helped opened everyone’s Council to eyes to the exciting possibilities and brave st work with new world of 21 Century libraries! With the Library effective leadership and continuing partici- Director. pation from staff in the DESTINATION: Council mem- next Implementation Plan, the Jacksonville bers will serve Public Library is on track to meet it’s mission only active and engaged, but also requested as liaisons between the staff and the admin- to connect people with ideas that enlighten, additional meetings to discuss the future of istration to consider various issues including encourage, inspire, enrich, and delight. the Jacksonville Public Library! customer satisfaction, communication, and core values. Melonee Slocum is Executive Assistant to the A vision must be created and Director of the Jacksonville Public Library. communicated. Implementation Teams Before beginning the strategic planning Responsibility for implementing the strategic process, JPL had launched a new branding plan has been assigned to four implementation Notes campaign for the library, using the slogan teams based on the strategic-plan focus areas: 1 Leslie Burger. “Libraries Transform “Start Here. Go Anywhere.” During the customers, funding, human resources, and Communities.” 24 Aug. 2007 http:// strategic-planning process, this slogan was organizational effectiveness. Implementation lb.princetonlibrary.org/ also adopted as the new library vision. teams will recommend priority strategies, de- 2 John P. Kotter. “Winning at Change”, Leader to velop metrics, and track progress via shared Leader. 10 (Fall 1998):27-33. Leadership must empower others to be online workspace. All staff has access to the agents of change. 3 James M. Kouze and Barry Z. Posner, The workspace. Leadership Challenge (San Francisco, CA: Perhaps one of the hardest steps to accom- Jossey-Bass (2003, c2002): 3-22. plish, empowering others to be agents of 20 Fall 2007 Florida Libraries Plant City’sLibraries Not So TExtremeell Stories Makeover – Library Edition

By Anne Haywood The service desks (Circulation and under these conditions for a long time and Information/Reference) used too much floor were very ready for a change. Their collective ased on the reactions that are re- space, yet did not have sufficient work and effort to implement the recommendations ceived daily, you would think that storage space. The desks were not oriented transformed the Library. B the Bruton Memorial Library had directionally to provide the best service and undergone a complete transfor- maximize available space. Finally, the facil- Before mation or metamorphosis, rather than a “Not ity presented a crowded impression upon The Bruton Memorial Library is located in So Extreme Makeover.” “Wow!” is the most entrance, while other areas were hidden Plant City just south of I-4 between Tampa frequent verbal response given by Library from customers’ view and not used to their and Lakeland. The Library is a member of customers when they return to the Library maximum potential. the Hillsborough County Public Library for the first time after the May makeover. The staff and the Library Board agreed Cooperative and shares resources with Tampa This exclamation is generally accompanied wholeheartedly with these eleven recommen- Hillsborough Public Library and Temple by a slightly dropped jaw and an awestruck dations. Staff members had lived and worked Terrace Public Library. There is a staff of gaze as they turn from left to right and back seventeen FTEs, and the current collection again. “It feels so much more open and spa- is just over 100,000 items. cious! Are you sure you didn’t add on?” is Like most public The Library was originally a 7,000 square- another frequent comment. foot building built in 1959. It was expanded Because Plant City is projected to double to 10,000 square feet in 1970, then expanded its population in the next ten years, many libraries, the Bruton and remodeled to almost 20,000 square-feet city services are expanding, including the in 1994. Juvenile services and the meeting Library. Library impact fees were added in Memorial Library is room were on the west side, and adult ser- 2005, and in 2006 Harvard Jolly Architects vices, including reference and periodicals, and consultant Ruth O’Donnell were hired to being used in different were on the east side. Customers entered conduct a library-building needs assessment. the Library in the middle and The study recommended that the city double ways since the facility confronted the the size of the Library in the next four to six years. The City Commission has agreed with the recommendation, but the project has not was built in 1994. yet been budgeted.

Recommended Changes As part of the study, the consultant was to recommend how the current facil- ity could be better utilized to serve customers’ needs until the Library could be expanded. O’Donnell iden- tified eleven challenges in the facility and suggested improvements for each. She noted that the various collection spaces and service areas did not reflect current priorities, much less future needs. Adult nonfiction, reference, and periodical collections, which are declining in use, took up an unwarranted amount of space, while the popular audiovisual collection had no space to grow. Teens did not have a space of their own, with an appropriate area to gather for group homework projects and other activi- ties of interest to them. More public-access computers were needed, but too much space was taken up by oversized computer-worksta- tion furniture.

Florida Libraries Fall 2007 21 Plant City continues from page 21 were shifted completely. This enabled the Top left: After the renovation, the library staff to move some smaller collections into looks more open and spacious. The new Circulation and Information Desks, which more appropriate places and to empty and Circulation Desk (left) and Information Desk separated the two sides. In 1994, the Bruton remove a range that was a visual and physical (right) adjoin KidSpace (background). Memorial Library was not yet automated and barrier. The reference collection was reduced had few public-access computers and a very by half, making way for the future audiovisual Bottom right: Before the renovation, the small audiovisual collection. The Library department. building looked crowded and the Circulation anticipated the need for these services and In January 2007, planning for the make- Desk dominated the center. had some furnishings and shelves to accom- over was begun. From the beginning, this modate anticipated growth. project was a group effort The Library automated in 1995 and in- by Library staff. There were stalled computer equipment at the Circulation many opportunities for Desk and in appropriate carrels. A Florinet staff members to provide grant provided Internet access, and a Gates input along the way, and Grant supplied more equipment. The books- they were critical play- on-cassette collection grew and was joined by ers when time came for a video collection, followed by a collection of the actual makeover. books on CD, a CD-ROM collection, and a Several staff members DVD collection. Both of those “departments” served on a Makeover continued to expand to the maximum of their Workgroup, which space with no room for growth. was responsible for The most inefficient area was the making decisions Circulation Desk / Information Desk located about the new floor just inside the front door in the center of the plan, planning and building. Customers entering the Library came executing a public- first to the Circulation Desk. The Information ity program, pro- Desk was on the far end facing away from viding information the door. Check out, returns, some phone for the furniture/ calls, and card registrations were handled at shelving consul- the Circulation desk by two staff members. tant, selecting In addition, upon entering the Library many fabrics and carpet- patrons asked questions at that desk, includ- ing, and keeping their fellow staff members ing how to use the copier, printer, computers, informed about progress. countertop signage that was afford- catalog, as well as many reference questions. Jeff Hunt of Library Interiors of Florida able and effective. The customer would receive an answer or be was an invaluable partner in this project. The staff felt that a critical element in referred to the Information Desk. The two He inventoried the shelving and determined assuring that the makeover was a success was biggest problems with the Circulation Desk what would be required; provided important keeping patrons informed about what was were the increasing numbers of returns that advice and information on the new service- going to be done. Local newspapers published had to be handled there and the lack of stor- desk plans; made suggestions for economical several articles about the plans. Members of age for the 5000-plus holds that were awaiting solutions to the furniture needs; and provided the Makeover Workgroup created a display pickup each month. Three quarters of the good design ideas. Most importantly, he met of the future floor plan, and others designed holds had to be shelved in the workroom, the budgetary constraints. a flyer and a bookmark that were distributed requiring a short hike for the staff and a wait This makeover project had not been bud- heavily. The Chamber of Commerce and the for the patrons. geted, but approximately $65,000 in dona- local school system also helped spread the All of the other space problems on tions and State Aid were available. When word. An eye-catching daily countdown in O’Donnell’s list were equally valid and Hunt projected his portion alone – which did 600 point type was posted beginning thirty needed addressing. She included a sug- not include electrical work, painting, carpet- days out. gested floor plan that involved moving the ing or signage – to be $65,000, the project Circulation Desk into the west half of the appeared to be in jeopardy. Fortunately, two During the Renovation “angels” came to the rescue – one patron building with children’s services, putting a The goal was to be closed no longer than small Information Desk at the entryway, and called and asked, “What do you need?” and another, who had relocated to Virginia, sent two weeks, beginning on May 7th. To ac- moving the public-access computers into the complish this, the furniture/shelving install- center of the building where the Circulation a check out of the blue. With these contri- butions, the total project cost of just under ers, Plant City General Services staff, an Desk had been. She also suggested moving electrical contractor, a data-lines contractor, several smaller collections, including peri- $100,000 could be met. A serendipitous encounter with a local a painter, the carpet installers, the Library odicals, reference, large print, audiovisual, staff, and the signage company all had to and young adult, into new spaces. sign painter, Paul Hetrick, was another criti- cal piece in the project. The dream plans work in concert under the direction of the Library Director. Contractors and staff Planning and Preparation included a gateway into the children’s depart- ment, but the mega installations appearing members removed collections from their To facilitate the reconfiguration, the staff shelves, dismantled, moved and rebuilt or began an extensive weeding and shifting in many new libraries were not financially possible. Hetrick designed and produced new removed things, constructed new furniture project in May 2006. Approximately 22,000 and shelving, replaced items on the shelves items were removed from the total collection, overhead signage for many of the depart- ments and created a tree-shaped gateway and and installed new data and electrical lines. and both the adult and juvenile collections The staff worked in teams when they were

22 Fall 2007 Florida Libraries needed and continued to perform their regu- were added in the stacks. Circulation services and the two “angels.” The remainder came lar duties when they were not. The Library are provided at a service desk with shelving to from State Aid ($28,720) and a small amount was open for returns and reserves pickup in accommodate all the reserves awaiting pickup. that was absorbed by the Library’s annual the meeting room, where staff also conducted Because of the modest budget, the anticipated budget. The funds were expended for the a surplus shelving and furniture sale. expansion, and lack of space, the self-check- following purposes: Throughout the project, spirits were high out services recommended by the consultant Carpeting...... $ 9,000 and everybody truly enjoyed bringing about were not implemented at this time. these long needed changes. Staff, the Library From the beginning, the staff recognized Signage and KidsSpace gateway..... $10,000 Board, and generous patrons helpfully pro- that when the service desks were moved into Data and electrical work...... $8,800 vided lots of good food. One day, following a different areas, the whole service dynamic Shelving and end panels...... $23,000 Chinese “banquet,” staff enjoyed an afternoon would change. Gale Vaccaro, lead Reference of lighthearted group-building exercises with Librarian, took virtual and real-life tours of Furniture...... $20,000 library trainer Andrew Sanderbeck. After the libraries that have adopted different levels of Service desks...... $27,000 signage crew built the gateway into the “floating librarian” concept. The profes- Miscellaneous ...... $ 2,200 the newly named KidSpace, it was ap- sional staff arrived at a modified version that parent that the makeover would result is appropriate for this setting. The goal is to in something special for the Plant City have someone available to greet and assist Considerations for the Future Library community. every patron who enters the Library, while There is no doubt that the makeover was also having staff on the floor to seek out justified and that it has been a success. The After the Transformation patrons in need of help. eleven space allocation problems identified by The Bruton Memorial Library reopened This is being accomplished with the the consultant were resolved in an economi- on schedule on Monday, May 21st, with help of a new Information cal and attractive way. Library staff worked patrons waiting at the door. The re- Assistant (IA) role that is together, well and hard, to accomplish the sponse to the new look filled by a member of the goals that had been set. It does not necessarily was over- circulation staff. Knowing take a lot of money to transform a library, if that the IA is available to the need is paramount. It does take a good greet and assist patrons staff, a creative furniture consultant, and a enables the Librarian little bit of leadership. to move more freely Like most public libraries, the Bruton around the Library. Memorial Library is being used in different The new Information ways since the facility was built in 1994. The Desk is small and the most obvious changes are the demand for librarians are able to public-access computers and the shift away move quickly out from use of print and toward music, movies, from behind it to and audiobooks. There is also an increased go with customers use of the facility as a place to meet, social- to the shelves or ize, and/or work together. More tutors are their computer. meeting their students at the Library, and One caveat, small business people are using the Library’s however, is that computers, WiFi, and study rooms to augment the Library re- their home offices. Families come and spend opened as the school hours, allowing time for the children to play year ended and summer usage computer games, do puzzles or color pages, patterns have not called for the help of the and produce spontaneous puppet shows in whelmingly Information Assistant as much as is antici- KidSpace while the parents sit with them or positive. The makeover pated during the school year. work on the Library’s computers. eliminated all eleven space-allocation Patrons return their items in freestanding Daily, the staff basks in the awe and problems and provided the Library with a book drops that were constructed by the City wonder of patrons returning to the Library, new feeling of spaciousness. General Services staff to match the new décor. and they enjoy showing them around their Patrons now are greeted by someone at A member of the Circulation staff is sched- “new” Library. While the makeover has pro- the new Information Desk as they enter the uled each hour to empty the drops and take vided a little more growing room for some building. Seven additional public-access com- the returns into the reconfigured periodical collections, more space is needed for them, puters, for a total of twenty-three, are avail- storage room for check in and sorting. Often, as well as for an enlarged children’s depart- able in the center of the Library, just behind only one staff member is required on the new ment and additional meeting and group-study that desk. Children enter the newly config- service desk; but, if assistance is needed, one areas. The Bruton Memorial Library needs ured KidSpace through a playful and bright tap on the security system microphone brings to be expanded in the near future, but in the gateway, while their parents browse a much someone from the workroom within seconds. meantime Plant City will find that it has a more functional, comfortable, and aestheti- enlarged Audiovisual section near the adult The configuration and staffing of the service cally pleasing library thanks to the ‘Not So “What’s New” shelves or read a magazine desk is a work in progress to determine the Extreme Makeover – Library Edition.” in Quiet Space. TeenSpace offers computers best service scenario. configured for teen use and age-appropriate The makeover cost approximately book collections. Tables and lounge seating $100,000. Sixty-five percent of the project Anne Haywood is Director of Bruton Memorial have been distributed throughout the build- was funded by donations, including surplus Library. ing, and two additional catalog computers funds in the Memorial Book account and donations from the Friends of the Library Florida Libraries Fall 2007 23 Florida Library Association Dated material: NONPROFIT ORG. Please deliver by October 20, 2007 U.S. POSTAGE 2233 Park Ave., Suite 402 PAID Orange Park, FL 32073-5569 ORANGE PARK, FL Website: htttp://www.flalib.org PERMIT NO. 699

Florida Reads Florida on the Boil By Joyce Sparrow a stand against the local Klan. Florida on the Boil begins with a question Reference book expert Kenneth F. Kister and answer introduction outlining the his- has compiled an impressive annotated ref- tory of novels and short stories set in Florida erence on Florida fiction--Florida on the from 1845 to the present. Kister explains Boil: Recommended Novels and Short Story how the 20th century growth in Florida has Collections Set in the Sunshine State-- for altered the landscape from rural to urban people who love to read. (Xlibris, 2007, and changed the setting for Sunshine State ISBN: 978-1-4257-1725-4 hardback $32.99; fiction. With paved roads, commercial air 978-1-4257-1726-1 softcover $22.99). travel, military installations and the space Recently, I had the opportunity to talk program bringing people to Florida, writers with Kister about his new book. Kister uses now have a wider variety of subject matter the catch phrase “on the boil” for his title and more personality. The introduction to suggest the high, hot state of excitement concludes with recommendations of the that drives Florida fiction. He recommends Kenneth F. Kister major authors who have contributed to I Killed Hemingway (St. Martin’s Press, Florida’s literary landscape. 1993) by William McCranor Henderson Ace Atkins, set in the Ybor City area of The individual annotated entries for as a perfect example. Set in Key West, I Tampa, which tells the story of the Sicilians the recommended 305 novels and short Killed Hemingway tells the story of “Pappy” and Cubans during the 1950s. We discussed stories include author, title, publisher, and Markham who believes he is the author how many popular Florida novelists began number of pages. Some entries include ex- of many of Hemingway’s published works. their careers as newspaper journalists and cerpts from the works. Many of the de- Sloppy Joe’s, the landmark bar, serves as a crime reporters who saw firsthand the fertil- tailed descriptions of Florida novels are backdrop for much of the novel. ity of crime in Florida. Kister cites Up For accompanied with caricatures by David Kister says good Florida fiction gives Grabs A Trip Through Time and Space in O’Keefe, an award-winning illustrator for readers a solid sense of place, whether it the Sunshine State (Viking, 1985) by John the Tampa Tribune. The book includes a is a Key West bar, an Ybor City bungalow, Rothchild as a good study on the history bibliography and a comprehensive author- or a fishing boat on the Withlacoochee. of crime in Florida. title-subject-locale index. The extreme heat, bright sunshine, stormy It is quite common for readers to learn After spending a few hours talking with weather, trailer parks, and dive bars all play about Florida’s real people by reading Kister about his book, I found myself at an important role in Florida’s novels—as Florida’s fiction. Kister believes that with the public library checking out some of his does crime. fiction, an author can get the reader into favorite Florida novels, hunkering down for Theories speculate that all the nooks the heart of a character better than many a long rainy weekend, and taking a literary and crannies around the peninsula allow nonfiction books. He cites Michael Largo’s tour of the state. for many opportunities to escape and hide, Southern Comfort as a good example of re- Every library should purchase copies of for solitude or ill-gotten reasons. On any vealing the sad brutality of trailer life in the book for the reference and circulating given day, Florida has quite the dynamic the swamp. In his opinion, one can trust collections. population where tourists and transplants Florida fiction as a means to learn about intermingle, making it the perfect opportu- the people and personalities who make the Joyce Sparrow is Librarian for the Juvenile nity for criminals to take cover in a tropical Sunshine State come to life. Welfare Board Children’s Services Council of climate. This situation is ripe ground for Kister recommends Susan Carol Pinellas County. Contact her at jsparrow@ Florida fiction, resulting in an abundance McCarthy’s Lay That Trumpet in Our Hands jwbpinellas.org. of detective, suspense, espionage, and legal (Bantam, 2002) as a prime tool for edu- thrilllers. But the predominance of crime cating readers about Florida’s racial intol- fiction accurately reflects the reality of erance, which some believe cannot exist Florida’s past and present. Kister recom- in paradise. Set in Central Florida in the mends White Shadow (Putnam, 2006) by 1950s, the story tells of residents who take 24 Fall 2007 Florida Libraries