Self-check Usage Up 137% at UPK

 University Park Branch Manager Marlin Day reports they started their self-check promotion last November (Michael Rouse was manager then) and at the end of January UPK's self-check usage increased from 19,217 last fiscal year to 45,555 this fiscal year, reflecting an increase of 137%! UPK self-check users can put their names on a self-check award winner sticker (shown at top leftt) and then these are posted on a board, letting other customers know that they are a "reward winning self-check user". UPK also started other promotions in March.

Waste Not/Want Not

All areas currently served by Southland Waste Systems (Republic Services), including some 71,000 residences in Arlington, Mayport, and the Northside will soon convert to automated collection of household waste and recycling.  The new waste management system is the wave of Jacksonville's future and this initiative is expected to save the City $500,000/year in fuel savings and the new single-stream recycling method, which eliminates the need for customers to sort recyclables, should improve current recycling by 50% and is expected to increase annual revenues to the City by an additional $500,000.  This method brings Jacksonville closer to achieving state mandated goals that require 75% of household waste to be recycled by 2020.  These residents are getting two new, free 96-gallon trash cans (one for trash and one for recyclables) beginning this June.  These trash cans will improve curbside aesthetics because they hold more (the equivalent of three large garbage cans) and have tight fitting lids that will eliminate vermin-related issues. Customers can contact Andy Barker, Operations Manager for Southland’s Jacksonville Division, telephone: 904-350-8118, or email: ABarker@RepublicServices.com.University Park and Regency Square Branches have the new trash cans on display for a limited time. 

Helping People Get Jobs

Brown Eastside Branch Library hosted three consecutive Community Resource & Career Workshops recently in preparation for the job fair at the Main Library, March 6.  On February 27, Jacksonville Urban League facilitated the first workshop where people learned how to prepare for the job fair.  WorkSource staff assisted attendees with resume building, February 28, and on February 29, Peggy Johnson of the Petunia Patch Boutique and Maternity did a workshop on how to dress for the career fair. The goal of the workshops was to help people better their chances of getting a job interview at the JPL Community Resource and Career Fair and look their best for any job interview.  EB had about 25 people attend the three day workshops.

Spring Forward On March 11

Daylight Saving time begins at midnight this Sunday, March 11, 2012.  You get an hour of extra sleep--or an extra hour to do whatever it usually takes you to do in one hour.

In the Pink

Mandarin Branch's Teen Coordinator, Don Carpenter, honored his word to teens at his branch and his hair turned PINK.  Why?  Well, click here and find out:  http://jacksonville.com/opinion/blog/496425/sandy-strickland/2012-03-06/book-deadline-passes-so-his-hair-turns-pink

Job Fair at Main Library Scores Big

Ava Barrett, Main Library Administrative Supervisor, had this to report on the Job Fair held at the Main Library, March 6:  "It was a resounding success! The employers all reported being very pleased with the response and quality of the candidates and the candidates reported satisfaction with the vendors. Total registered candidates: 404. All workshops were full to capacity and WorkSource had lines of people waiting to go in for assistance with resumes or applications. Two companies actually hired on the spot and others told me they had collected some very good prospects. Everyone says it was a resounding success. Our Job Resource Guide was very popular and ran out quickly.  I am really pleased with the outcome of all our hard work."

Thank you to Library Board Trustee Rita Cannon for introducing Councilman Don Redman to speak at this event.  Partners included FSCJ, The Chamber of Commerce, WORKSource, and more than a dozen employers looking for workers.  At least two employers were hiring on the spot.  Free workshops on resume writing, networking and interviewing were offered by area experts.

Staff Profile

Randy Mapanoo started his career with JPL as a Library Clerk at Pablo Creek Branch in January 2010, and then promoted to Library Associate at Southeast Branch in March 2011. Slated for a demotion if the 15% budget cuts had taken effect FY2012, and still on probation, he pursued a project that would, if successful, give him some job security. He also knew his efforts could serve a real need at SE, educate customers, and be a draw for the library.

Southeast Branch Manager Lynne Baldwin said, “Randy Mapanoo exhibited these Destination Leadership practices in creating his E-reader presentation: Modeling the Way, Challenging the Process, Enabling Others to Act, Encouraging the Heart and Inspiring a Shared Vision when he used his E-Reader presentation as an example of the need for customer training on JPL electronic resources…” His diligent research and study did indeed result in a successful, popular E-reader class, and Randy is now the “go to” person at SE when customers or employees have E-reader questions. It is no wonder he received both the Employee of the Quarter and Challenge the Process awards for the first quarter of  FY2012.

From these Q&A’s you can see how Randy progressed and covered so many aspects of Destination Leadership to develop an effective E-Reader class.

Q: What did you do to propose and prepare yourself to make the first E-reader presentation at SE?

A: I saw the need for organized training in a group setting because many customers were asking for assistance with their E-readers and other electronic devices and resources. With approval from my direct supervisor, Bob Silkett, and Lynne Baldwin, I then discussed my plans for the E-reader training class with Overdrive expert E-Specialist Donna Peretzman. By taking online training on electronic resources and borrowing a variety of readers from ILS, I learned how each reader worked. I also spoke with staff at the Overdrive Resource Center to learn specific aspects of the program. Then I scheduled individual training times for customers and staff and continued to talk to customers about their technology needs and how our branch could help them.

Q: Did you set a goal as to when you would present the first E-reader training class?

A: My goal of creating and presenting this class was to have it in the first quarter of FY12, and the first class was scheduled for December 14, 2011. I completed my training and research and then created the PowerPoint presentation in time to meet my goal.

Q: Your project obviously needed the cooperation of staff in other areas; how did that transpire?

A: I borrowed a variety of E-readers from ILS. Community Relations and Marketing staff worked with me on promoting the project. Flyers were made and the large sign Wally Bowden made was the first thing customers saw when they entered SE. I requested that program information be posted on the SE plasma screen, on our home page rotating screen and on the branch’s blog. Fellow SE staff also assisted with promoting this project to customers and a registration sheet was placed at the reference desk.

Q: What is your overall view of the first E-reader training class and subsequent classes?

A: I made training handouts for customers and believed this to be a valid experiment. From that first class, we could see any kinks in the program, use customer feedback and my experience in training to develop better programs for the future. The work paid off and the first class was a big success. Thirty plus customers attended on December 14—just in time for Christmas.

The second class, February 13, had 39 people attend with the same positive results: customers are being educated in new technology and Southeast Branch is developing its 21st century customer base. Using my presentation as an example of the need for customer training on JPL electronic resources, SE Librarian and new Adult Programming Coordinator Jeremy Hall is working on creating additional training for customers. Seeing the need for a separate training space, Lynne Baldwin is working with Administrative Supervisor Donna Riegel and SST Manager Gretchen Mitchell to create an electronic classroom at SE.

Q: What fun things do you like to do in your spare time?

A: I love to read and finally found time to do so again last month. I just finished The Imperfectionists, by Tom Rachmann, and enjoyed it. I also am starting to enjoy cooking more. I used to see it as just a chore, but I am beginning to appreciate it as I get better. I can’t say I’m good yet, but having fun is a start!

S.S.H. at Mandarin Branch - Shoo Teens There

S.S.H., or Students Suddenly Heard, is an event planned for teens, ages 11-18, to audition at Mandarin Branch for a variety show to be held at a later date.  Mandarin's Teen Coordinator, Don Carpenter, had a popular open mic event last summer and is planning another soon that will have a different twist.  He invites other JPL's to extend this invitation to their teens.  He is seeking actors and writers for MC and sketch comedy, dancers, musicians, magicians, jugglers, artists of all varieties and anyone else who thinks he/she can contribute to what will be a fabulous show.

Hooray for Elaine Randolph

South Mandarin Branch Manager Ed Murray nominated Elaine Randolph, Librarian Senior, for the newly implemented Innovation Award because he thought her Valentine Day display was"timely and fun".  Ms. Randolph became the first employee to win this award, and Library Director Barbara Gubbin was present when she received it on February 29.

Ms. Gubbin also submitted this picture and wanted all to see how well Ms. Randolph promoted Cupid and SOM's collection of materials.  (Please click on photo for larger view.)

A Good Way to Serve, Promote JPL, & Have Fun

Any sports fans out there? Tracy O’Sullivan, Library Associate at SOM, is also President of the Gator Club of Jacksonville, a division of the University of Florida's Alumni Association.  There are several SEC and other university alumni groups in Jacksonville that can be found on the Internet, and Tracy has found it is a good way to meet fellow alumni and make new friends. Maybe your alma mater has a local alumni and friends group that you could join.

Tracy has been involved with the Gator Club since she graduated from the University of Florida, and says, “I am very honored and proud to be a leader for the Gator Nation.” On February 2, she attended an award ceremony in Gainesville on behalf of the Gator Club of Jacksonville. The work Tracy and other club members did this past year earned the Jacksonville Club three awards--the most given to any club that night. The awards were for Best Young Alumni Leader, Best Young Alumni Event in the State of Florida, and Most Improved Gator Club in the State of Florida. The local Gator Club is just one of a hundred Gator Clubs around the world. In Jacksonville alone, there are over 10,000 Gator Alumni graduates.  She helps raise money for student scholarships and bring Gator alumni and friends together.  To view photos from the award ceremony, click here:  http://www.jaxgatorclub.com/.

SOM Knows What To Do W/Spring Break

The Children are coming! The Children are coming! Duval County Public Schools Spring Break, March 17 - 25, is just around the corner.  All kids and teens are welcome at these South Mandarin Branch programs:

• 6 pm, Monday, March 19 – Board Game Battle  – Battle against your friends for bragging rights.
• 3 pm, Tuesday, March 20 – Spring into the 1960’s – Dude, we'll host a cool blast to the past.
• 2 pm, Wednesday, March 21 – Celebrate the '60’s Book and Music Exhibit – Teens check it out, man, moving and grooving to top music and books of the 60’s.
• 3 pm, Thursday, March 22 – LEGOs in the Library – Building party (blocks donated by our patrons.)
• 3 pm, Saturday, March 24 – No Batteries Required! – Puzzles and games.

First To Receive JPL Innovator Award

Librarian Senior Elaine Randolph was South Mandarin's first recipient of the JPL Innovator Award.  Elaine created an impromptu "Valentine's Day" display in multiple formats, which included romance novels, dating guides, romantic comedies on DVD, and mood music on CD.  The display was a small sensation and generated much interest!

Please Note:  Other Innovation Award winners will be posted on this blog soon!

Kudos from Customers

Highlands Branch: “The staff at the checkout counter (Michelle DuBois, Tyhedra Wilson, Dana Curry, Corey Scott, Felecia Battle, Barbara Fritz & Cheron Williams) is super friendly.”

Main – Florida Collection: “I am writing to express my thanks to the staff in the Florida Collection (Raymond Neal, Hazel Sutton, Andy Barmer, Margaret Morford, David Fuller, Cathy Currier, & Jeff Geiger). I traveled to Jacksonville...to do research ... Each staff member...was courteous, helpful, and patient. My many requests for microfilm were promptly filled and when I had problems with equipment they were right there to help. With their assistance, I was able to get a great deal of information. …”

Main – Reference & Periodicals: “Today's class was very good. Jason Eneox did a very good job. Thank you.”

Mandarin Branch: “I would like to thank the librarians that work in the children's area (Margo Crafton, David Foster, Elaine Roberson, Frances Wickes, Sarah Miller & Brittany Gonzales). My grandchildren are regular visitors to the library and I have seen first-hand how patient and helpful they are with children that are there to look for books, movies, etc. I am a Media Center assistant (18 years) and know how important it is to encourage young readers. ...”

Pablo Creek Branch: “The children's department... is excellent. I bring my 2 year old once a week to the family preschool program. She loves it and I love what she learns from it. It is wonderful that a craft is always available following the program. I consider this an important part of my daughter's early education. A special thank you to Ms. (Margaret) Crawford, Ms. (DeLon) Rowan and Ms. (Hongying) Song, who are always extremely friendly and call my daughter by name.”

Need a Better View of You?

If you want to improve your and/or your family's health, look and feel better?  You can click here to view Elizabeth McConney's PowerPoint presentation, Easy, Healthy Food Choices, which earned her the Model the Way Award for the first quarter of FY12.  The presentation, originally made to customers, can benefit all of us.  Ms. McConney compiled this presentation using the new USDA guidelines.  She is a part-time shelver at Webb Wesconnett Branch and Librarian Mia Brack, reported that Ms. McConney "saved the day" when she pinch-hit with this talk after a scheduled speaker could not keep her engagement.

JB's Sharon Whitt Has Computer Wit

Beaches Branch Library Associate Sharon Whitt recently tried a new way to answer customers’ questions. On February 15, 2012, from 1-3 p.m., she became a Computer Coach and made herself available for all computer related inquiries. During her two hour stint, she assisted eight customers and answered ten questions.  Sandra Ostroski, Librarian Senior, reported this venture and said management was very pleased with the responses customers gave to Ms. Whitt's first endeavor of this kind.  (Click on the picture for a larger view.)

First 2012 Friends Book Warehouse Sale

Harry Reagan, President of the Friends of JPL, advises, "We have scheduled our first Book Warehouse Sale of 2012 for March 2, 3, 4 & 10."  All JPL locations should now have flyers and bookmarks advertising the Sale, and all staff are asked to help promote it every chance they get.  Word of mouth is a very cost-effective means of advertising.

We hope to see you (and some of the people you’ve told or emailed) at the Sale.

Monthly Film Series @ WST: "To Kill A Mockingbird" - Feb. 21st, 2:30 PM

This year, Harper Lee's To Kill A Mockingbird was chosen for the National Education Association's "Big Read." In support of that, the film version, starring Gregory Peck in his Oscar-winning portrayal of Atticus Finch, will be shown on Tuesday, Feb. 21st, at 2:30 PM, in the auditorium (that is, Community Room A).

There is no admission charge. Free popcorn and soda will be provided.

- EDL

Glenda Atkinson-Lewis Retires After 33 Years

Glenda Atkinson-Lewis was honored by the Library Board of Trustees on the date of her retirement, February 9, 2012, when the Board passed a Resolution honoring Glenda for her “33 years of outstanding service to the Jacksonville Public Library and the City of Jacksonville since May 1979…”

She began her career as a Clerk at the Charles Webb Wesconnett Branch, November 25, 1979, assisting with the initial setup of that library. Later she worked in the Bookmobile, Talking Books and other branches, then on to the Main Library’s Florida Collection, Genealogy, Circulation, Popular & Fiction and Children’s departments. She retires as a Library Assistant.

Glenda will be honored with a reception by JPL staff, 2:00 pm -4:00 pm, Friday, February 10, 2012, in the Main Library’s Conference level, Room G-4.

Glenda Lewis will be missed and all of us at JPL wish this lovely lady the very best in her new chapter of life.

Talking Books Volunteers Reach Milestones in February

Librarian Chris Eaton reports that our Talking Books Library volunteers have something to celebrate in February:

Mr. John Burrows and Mr. Charlie Perry of the Telecom Pioneers each have five years of volunteer service.

Mr. Robert Bronzo reached one year of volunteer service.

Ms. Cheryl Williams logged 1500 hours of volunteer service.

Thank you for making JPL's Talking Books a more effective, efficient department of the library system, Mr. Burrows, Mr. Perry, Mr. Bronzo and Ms. Williams.  We laud your accomplishments and sincerely appreciate all that you do.

Former JPL Volunteer, Virginia Campbell, Passes

Heather Campbell, Senior Librarian in Main's Popular and Fiction departments, informed us that her mother, Virginia Campbell, passed away January 25.  Mrs. Campbell worked in Ohio and Indiana as a Home Economics teacher. She later worked in Indianapolis, Indiana as a substitute teacher. 

Mrs. Campbell volunteered to go door to door collecting signatures for a petition to extend library services to all Marion County residents- something that only occurred after (following Jacksonville’s example) Indianapolis’ consolidation. Moving to Florida in 1968, she taught school as a full time teacher and as a substitute in Desoto and Charlotte counties. Later she served as an RSVP volunteer in hospitals and schools.

Mrs. Campbell volunteered in the old Main Library Literature and History Department when she visited Heather in Jacksonville from 2000-2003.  She moved to Jacksonville after Hurricane Charley destroyed her home in Punta Gorda, FL.  She volunteered in the Main Library Special Services Department from 2005-2008 when she stopped due to health concerns.  She compiled information packets for the former Books By Mail program, updated return labels with the new Main Library address, and helped update ILL reciprocity lists.  

Mrs. Campbell's final act of volunteerism was to donate her body to medical science.

Heather, we all send our sincere condolences in the loss of your mother and wish to express our sincere appreciation for all your mother did to help so many.

Raiford A. Brown Honored at EB

For Black History Month, the Brown Eastside Branch Library has set up a display in the main entrance honoring Raiford A. Brown.

Staff Profile

Marshelle Berry has been employed by JPL for 25 years. She was Branch Manager of Brentwood and Regency Square Branches before her recent assignment to Supervisor, Urban Library Centers (Brown Eastside, Brentwood, Graham and Westbrook Branch Libraries).

Q: Changing from a manager of one branch and taking on management of four libraries was a monumental step. How did you prepare for that transition?

A: Changing from a manager of one branch and taking on management of four libraries was certainly a change, but not really a major transition for me. I had previously worked at several of these libraries and am very familiar with the branches and the communities they serve.

However, my leadership training and professional experience has been a springboard for success. Creating one team in four library locations was a new concept for JPL.  It was an inviting challenge, one that I knew I could handle. A few years ago, I chaired a Florida Library Association committee in which the members resided in various regions throughout the state of Florida.  I was able to successfully engage geographically separated individuals to meet deadlines and accomplish goals. Looking back on this experience helped me to understand that a team’s strength is not necessarily determined by close proximity. A team is developed through identifying shared values, open lines of communication, building trust and, most importantly, by building on the strengths of the team. The City of Jacksonville’s Leadership Development Academy and the Library’s Destination Leadership program also prepared me for my current role. The LDA class on Team Building defines a team as a group of people working together towards a common goal.  Keeping this definition in mind has been beneficial in my leading the four branches to meet and exceed goals.

Q:  Do you have a basic rule for handling difficult decisions in management?

A: Absolutely.  My basic rules for handling difficult decisions in management is to stay focused on the desired outcome and identify possible solutions, while keeping the big picture in mind.

I understand that there are often numerous solutions to any given problem. Therefore, as a manager, I have to identify the solution that will bring about the best possible result.  One method I use to identify a solution is to gather the opinions of others.  I have never been a know-it-all.  I like to bounce ideas off other people to see different viewpoints.  After I gather what I like to call “contrasting points-of- view”, I make my final decision based on the information I have gathered.

In his book, Growing a Business, Paul Hawken states, “Good management is the art of making problems so interesting and their solutions so constructive that everyone wants to deal with them.”  I agree.  I have been able to make difficult decisions a little less difficult by making problems interesting.

For example, while managing Regency Square Branch Library, I challenged myself not only to streamline the presorting area, which had been traditionally known to be a place of extreme clutter and overflowing shelves, but I was also determined to streamline the process to the point where at least one range of presorting shelving could be removed. This was a major undertaking that took team work, buy-in and a great deal of collaboration. I did not sit in my office with my door closed trying to figure out the problem.  I observed, asked questions, and gathered the opinions of others.  I found that quite often the best solutions came from the part-time shelvers, who actually did the physical work and had a major stake in creating a successful outcome.  The presorting problem was interesting because it has existed for such a long period of time.  The decision to remove an entire shelving unit met with opposition but it was a decision that I had made and wanted to move forward.  Before I left Regency, the presorting shelving was consistently in great shape and the one range of shelving was dismantled and removed.  I’m certainly results-focused. This has enabled me to be a champion in making great decisions.

Q:  What is your management philosophy?

A:  Ralph Waldo Emerson was quoted as saying, “What you do speaks so loud that I can not hear what you say.”

I believe strongly in setting an example, or as Kouzes and Posner in The Leadership Challenge would describe it: Model the Way.  I have found that leading by example is a strong way to influence others. When you model the way, you don’t have to do a great deal of talking.  People tend to learn best by observing you. The Greek philosopher Plato was quoted as saying, “Good actions give strength to others and inspire good actions in others.”  While I believe this to be accurate, I also believe the reverse is also true.  Substandard actions inspire substandard actions in others.

As a manager I am always conscious of the message I’m sending, not only by my words but especially by my actions.

What is the most rewarding element of your position as the Urban Centers Library Supervisor?

A:  In my current role, I experience variety.  I have always successfully handled multiple priorities.  So, this role is actually a great fit for me.

On Monday, I may be working all day in the office.  On Tuesday morning, I may be assisting customers at the desk at Westbrook and by that same afternoon, I could be assisting customers at the Brown Eastside Branch.

Needless to say, I have to remain flexible, delegate responsibly, and remain thankful for such great staff members.

Would you share something about yourself most of us don’t know?

A:  I love inspirational quotes. Here’s a few of my favorites:

• Well done is better than well said. -- Benjamin Franklin
• Make the most of yourself for that is all there is of you. -- Ralph Waldo Emerson
• It always seems impossible, until it’s done. --- Nelson Mandela

Black Women in American Culture & History Calendar

Besides the other outstanding people honored in the 2012 Black Women in American Culture & History calendar, you will see JPL's photogenic Library Board Vice Chair Dr. Brenda Simmons.  Dr. Simmons is also a charter member and the Administrative Liaison and Advisor for Black Women in American Culture & History and has been since 1989. 

You will also see Deputy Director Carolyn Williams featured for April and a snapshot of JPL's Library Supervisor of JPL's Special Collections/African American Collections Pat Morrison.  Pat is also the Black History Calendar Committee Co-Chair.

2nd Chibi Exhibit at Southeast Branch

Southeast Branch Library proudly presents its second Chibi Exhibition. Teens and Tweens of Southeast's Chibi Club celebrated their success (pictured right) with a chocolate themed party. Their magnificent art work can be viewed at SE Library during January and February.  Don't miss it. 

Like Variety? DU Has It

Highlands Branch Anime Club celebrated Japanese New Year by serving egg rolls--made by the teens and fried by Charron Williams--to the ten teens attending  the event.  They dined at creative place settings designed by Dana Curry.

On January 11, Beverly Mason held the second annual Peanut Butter Mania. One of the highlights was Tyhedra Wilson singing “Peanut, Peanut Butter (and Jelly)".  Sixteen children, teens, tweens and parents enjoyed peanut butter on bread, crackers, or apples, with or without jelly. National Peanut Butter Day is January 24, but DU celebrated a little early because of early voting.

Later in the day, Eva Newton and Dana Curry took a pile of fabric and PVC pipes that had been in storage since 2004 and restored DU's puppet theater. Every few years employes take the parts out of the box, make an attempt at putting it together and pack it back up. Dana and Eva made it a reality. Expect some puppet shows in the near future at Highlands.

Brentwood Branch Offers After School Programs

Brentwood Branch's Christie Rogers sent this picture of Library Assistant Gloria Armstrong with children participating in Brentwood's after school activities. Gloria helps the children with math, reading, and writing every day after school from 3 pm-6 pm. After school games are also available for the children.

UPK's Lorraine Wilson Is 2011 "Volunteer of the Year"

Marlin Day, Librarian Senior at University Park Branch said, "If you look up the definition of 'hard working' in the dictionary, you would find a picture of Lorraine Wilson, a volunteer at UPK, who has logged more than 1,000 volunteer hours in less than two years. She helps out where and when she is needed throughout the community in a variety of ways. She volunteers at Arlington Community Services, a local food bank. She volunteers at her church and she helps out her friends.

"Ms. Wilson was chosen as JPL's Volunteer of the Year for 2011 and recently she was honored at University Park Branch with a luncheon. Library Director Barbara Gubbin would not have missed congratulating Lorraine and expressing her appreciation, and we thanked Lorraine for all the assistance she has given us over the years. Ms. Wilson has made the library a better place, given us much encouragement and contributed many hours of work pulling weeding lists, finding items on the send list, trapping holds and many, many hours of shelving books, DVDs and CDs. Our library would not be the great branch it is without the assistance of our volunteers, and Lorraine Wilson is a shining example of, as the volunteer's vision statement reads, our volunteers making a difference.  (Ms. Wilson is shown below accepting her award from Mr. Day.)

"One of the wonderful things about Lorraine is that she doesn't do what she does for the accolades. To celebrate her award and express our appreciation, we just had a simple meal and said our thank-you's for all her help and for being our friend.  Per Lorraine's wishes, there was no press, no politicians, or banners pulled across the sky.  We appreciate all that she does to help out.  Her caring, giving nature and dedication to improving the area is inspiring."

All the rest of us wish to add our sincere appreciation, too, Ms. Wilson!

Mystery Shopping FAQ's

JPL's Training Coordinator. Sara Radovic, shares this update with you:  "Thank you to everyone who responded to the Customer Service Satisfaction survey!  We have compiled your questions and below is a list of frequently asked questions with answers for you.  If you have a question that isn’t addressed on this list, please send it to me at sradovic@coj.net.  I will answer it and update the FAQs accordingly.  Again, your participation is appreciated!"

                                       MYSTERY SHOPPING FAQ'S

What will they be looking for?

The mystery shoppers will be looking at four aspects of our services – Circulation, Reference, Customer Service, and Front-line Marketing. The shoppers will be asking routine questions at the Circulation and Reference Desks. They will be assessing:
- the accuracy of the information given out (was the correct policy stated?)
- overall customer service.

What is expected of staff ?  Will I be judged for something I didn't know I was supposed to do or know?

The mystery shoppers will be asking the same kind of questions we get day-in and day-out. You are already doing most of what they’ll be looking for.  Front-line marketing is something new for JPL, and Training will make sure you’re given what you need to know to be successful in a shop.

Will the shopper check phone etiquette?

Yes, we anticipate that the mystery shoppers will evaluate phone etiquette.

Are there disciplinary procedures in place for poor mystery shopping feedback?  Will this have any impact on our performance reviews and in the distant future when we may start getting raises again, will this be a factor?  How is this going to tie into my performance management?  Is this an information gathering tool for training?  Are the above behaviors those that will be "graded" or are there other aspects?

Staff won’t be disciplined for a poor shop. It’s not a gotcha. The purpose of the mystery shopping is to assess effectiveness and determine needs for additional training, not to penalize staff. The shops can be looked at as being just another kind of customer feedback, and it’s up to the manager’s discretion as to how he/she wants to incorporate them into the performance reviews.

Are the mystery shoppers going to be regular customers who are willing to assist or are they people who do this as their job?

The mystery shoppers are professionally trained as shoppers, though they could very well also be current JPL customers.

How in-depth will the circulation questions be for staff who work in a reference department?  Some mystery shopper experiences the staff has had involved mystery shoppers being instructed to act out, be difficult, or ask what we cannot provide. Will this type of testing the staff be used?  Will the shopper ask hard questions or routine questions?  Will they understand that neighborhood libraries may be different than larger branches?

The mystery shoppers will be asking routine questions, the kind we get everyday at the Circulation and Reference Desks. They won’t be instructed to be difficult customers, and they won’t be asking weird or bizarre questions. We understand that the neighborhood libraries are different than the larger branches and have developed specific questions for the shoppers when they are there.

Will the staff be aware when the mystery shopper is coming in?

The mystery shops will start in March and managers will know within a few days when their branch has been shopped.

Will staff have an opportunity to share their experience with this endeavor?

The managers and Administrative staff will have direct access to the shops once they’re completed and will discuss outcomes in their regular staff meetings. There will be system-wide recognition of good shops.

How did this start?

Mystery shopping was selected to support Objective #6 in the Balanced Scorecard – "Practice essential behaviors of customer service excellence" and "Give accurate information to customers."

State Senator Audrey Gibson Visits Brown Eastside Branch's Career Center

State Senator Audrey Gibson visited the Brown Eastside Branch Library January 5 to learn about the library’s Career Center. Library Associate Tony Williams outlined the services offered at the Career Center, including research for those interested in starting their own business. Tony said on average, 57 people visit the center each month and customers use an average of 97 hours of computer time to search for jobs, fill out online applications and work on their resumes. Sen. Gibson remarked at how impressed she was with the center and its offerings and opened up a discussion about the challenges the library faces in providing this much needed service to the community, particularly funding for staffing. A strong library advocate, Sen. Gibson pledged her continued support for the Jacksonville Public Library system.  (Sen. Gibson, standing in above picture, took time to assist a customer during her visit.)

During the Senator’s visit, a customer praised Eastside Branch’s staff for their professional help in her job search, adding if it were not for the library and access to the Internet, she would not be able to apply for jobs or fill out other online government forms.

Attending the presentation were Library Board Trustee Jackie Perry, Administrative Supervisors Michael Sullivan and Ava Barrett, Library Supervisor Marshelle Berry, Librarian Senior Daniel Kibler, and Assistant Director of Community Relations and Marketing Kathy Lussier.

The Brown Eastside Library Career Center is open Monday through Thursday from 1 p.m.—5 p.m. Appointments may be made for one-on-one assistance. As with all library programs, there is no cost for this service. The library is located at 1390 Harrison Street and is open Monday through Friday from 10 a.m. to 6 p.m.

Kudos from Customers

Main – Reference & Periodicals:  "Ms. Karren (Deas) helps me with my website and also she keeps me on track at all times."

Main - Teens:  "Keli (Likins) and the wonderful library staff:  Thank you so much for the wonderful tours you gave our students this past month!  It was incredibly informative and I know the kids truly benefited from the experience.”

Pablo Creek Branch:  “The ladies in the children area (Peggy Crawford, Hongying Song, Delon Rowan, and Julie Rekow) are great and always helpful. I always enjoy going in there to pick out books for my son because I know I can ask for advice and receive help right away with a smile.”

Southeast Branch:  "The circulation staff & Lynne Baldwin are awesome! Someone Who Knows.”

South Mandarin Branch:  “Overall, the staff at S. Mandarin Branch are tops! Especially the children's section (Tracy O’Sullivan, Ann Clement, Pat Dowdell, and Angela Richmond). I've been all around Jacksonville. Thank you for all your services that are available. Living in Duval County is a blessing because of our library system. "  

47 Attend E-Reader Class at Beaches Branch

Sandra Ostroski, Librarian Senior, reports the 1 1/2 hour E-Reader Tips program, January 11, at Beaches Branch was a great success.   Five of the 47 people who attended were JPL employees.  Donna Peretzman, JPL's E-Specialist, designed and delivered an effective PowerPoint presentation on how to use Overdrive to check out e-books from the library and how to download them onto an e-reader device.  Customers and staff were pleased with the program and many positive comments have been received.

BIG Friends of JPL Sale & New Hours

Harry Reagan, President of the Friends of the Jacksonville Public Library sent this update to Friends members late afternoon, January 10, which we want to share with all JPL staff: 

"I want to tell you about a special deal we’re offering our members – 50% off on all purchases of used books at our BOOKtique in the Main Library downtown, and at our Saturday Morning Bookstore at University Park Library, 3435 University Blvd. N. The 50% discount starts now, and will end January 31.

"Also, the Saturday Morning Bookstore is going to become the Tuesday Morning Bookstore and the Thursday Morning Bookstore for a while. We’ll be open from 9:00 to noon on Tuesday and Thursday, as well as Saturday.

"As you know, the regular member discount is 20%, so 50% is a very good deal.

"Please tell your friends and neighbors about this and suggest that they become FJPL members. Here are the membership prices: Family, $25; Individual, $15; Senior Citizen and Student, $10."

Pablo Creek's Avant-Garde Automated System Installed

Pablo Creek Regional Library's new automated materials return system, officially called "3MTM Intelligent Return and Sorter System", was installed December 20 and opened to the public on January 5, 2012.  This system instantly checks in materials, then sorts returns into bins for shelving.  Click here and scroll down to get a quick view of how the automated system works:  https://www.facebook.com/#!/pablo.creek.library.

What are the advantages of such an automated system?  Quick, accurate check in of materials, items returned to shelves quicker and available for check out again; holds are available for immediate processing, more staff time to assist customers--and less staff injury and physical strain.  An exclamation point could be added after this impressive list of attributes!

We can again thank The Friends of the Jacksonville Public Library for providing major funding for this system. 

SAT Study Group for Teens at Pablo Creek Branch

Pablo Creek is hosting an SAT study group for teens on Monday evenings at 6:00 pm, January 23 and January 20, 2012.  Apprise teens who visit your library that they can contact teen librarian Curt Beadell to register. 

Classical Guitarist at MH for Holiday Program

Classical guitarist Jeffrey Bianchi played to a filled room of appreciative folks at Murray Hill Branch Library during a holiday program recently.  The Friends of the Murray Hill Library and these local merchants provided refreshments:  The Crazy Egg, Edgewood Bakery, and Moon River.  Many thanks to all of MH's Friends and friends. 

A story time craft for children followed the performance. 

Feast Your Eyes at Pablo Creek Branch

PCR Manager Carol Bailey invites you and your customers to a real treat:  “Oil Paintings by Chen Qitao” are on display throughout the month of January at Pablo Creek Branch.  A couple of samples like these will whet any artistic taste buds one may have (or could create some for anyone who doesn't have 'em.) 

Next month the Pablo Creek Art Gallery will feature a display called “My World Through Impressionistic Eyes: Paintings by Judy Craft”.  Ms. Craft's art will be on display the entire month of February. 

Ms. Bailey is looking for artists to feature for the rest of this year, and if anyone knows any good artists who would be interested in exhibiting at Pablo Creek, please contact her:  phone: 992-7101; or email her.  Your suggestions are appreciated.

Staff Profile

Harry Reagan wrote this introduction for Ricardo Montoya, a dedicated volunteer for the JPL Friends.  We would like to add that JPL could not be as successful in customer service without the JPL Friends and volunteers such as Mr. Montoya (foreground in picture).

“As president of the Friends of the Jacksonville Public Library, I recruit and train lots of volunteers. They are an amazing group of people and FJPL could not do what it does without them. Ricardo Montoya is an outstanding volunteer. He came to one of our book sales (as a customer) and we recruited him (as a volunteer). He stayed throughout that sale and worked very hard. He kept on working afterward, helping us sort books at our Book Warehouse and helping organize subsequent book sales. He was chosen 2010 Volunteer of the Year and elected to the FJPL Board of Directors. He now chairs FJPL’s book sales committee. We are very proud of Ricardo and we appreciate this recognition.”

Q: Mr. Montoya, you were recruited as a volunteer for FJPL at a Great Annual Book Sale. How long ago was that and what particularly interested you?

A: It was almost four years ago while browsing through the non-fiction section at the March 2008 Sale that I answered a request for volunteer help, donned a blue apron, and began my volunteer experience with FJPL by assisting with the checkout process. That day was very exciting for me, being of service and also being surrounded by so many others who share my interest in books/knowledge.

I continue to feel that same excitement at each sale and through our sorting process. That coupled with the camaraderie of my fellow volunteers, makes all of the work we do worthwhile.

Q: You are FJPL's 2010 Volunteer of the Year. Could you tell us about the different types of volunteer activities you have done with the Friends?

A: Currently, as Sales Committee Chair, my major focus is the logistics and planning to create a better customer experience at our book sales by having on display as many categories of books as possible, highlighting categories for quick search and to maintain an accessible path for everyone. In between the sales, I continue to participate in the book sorting process (mostly in non-fiction) where I began. And, whenever I visit the Main Library, I make time to assist as needed in the Friends' Booktique store, and at times bring books and media from our warehouse to re-stock the store.

A couple of years ago, I also began volunteering weekly at my local Willowbranch Library, where I do receiving and re-shelving of books and assist the many great library associates and members.

Q: You also joined FJPL's board this year and must believe FJPL provides an important service to to this community. What value do you think FJPL brings to the library and the Jacksonville community as a whole?

A: Yes, our main goal in relation to the Library is to provide additional funds to assist them in fulfilling their mission and achieving their goals. To the community, we provide the opportunity for Jacksonville residents to purchase books at a much discounted price.

Q: You have a myriad of experience in industrial, manufacturing, service in the U.S. Marine Corps, and now you are an emergency planning consultant. Of all these pursuits, which one proved most rewarding and why?

A: I feel that my life’s experiences have been rewarding and believe that they have led me to this point in life to incorporate and funnel those traits back into the community. I like the independence that being self-governed provides me, and it allows me the flexibility to continue my volunteer activities. My experience in the Marine Corp provided me with a global perspective, the self-discipline, and the awareness of the importance of maintaining a state of preparation, which eventually brought me to my current endeavor as an Emergency Planning Consultant, which, by the way is not about beans, bullets, band aids and bottled water; it is the ability to create as an event unfolds.

Q: Do you have leisure activities other than volunteering?

A: Absolutely; keeping physically fit is an imperative in my mind and also allows me to express my competitive nature. Right now, I’m focused on improving my handball game to compete again at the national level and at the same time promote this sport that I love playing here in Jacksonville. I’m a longtime competitor and teacher in both handball and racquetball and I am very good at both. Running is also an integral part of my fitness regimen, and I make time each year to run in both the Gate River Run and the Marine Corp Half-Marathon.

And, of course, I enjoy reading and collecting books.

4th Annual Polar Express Movie Party at CW

Webb Wesconnett's customers enjoyed their 4^th annual Polar Express movie and party.  They were treated to cookies, popcorn, hot cocoa, candy and prizes. Special guest--and former Administrative Supervisor, now retired--Margaret Smith came by and read The Night Before Christmas.  Then everyone jumped on board "the train" and sang Christmas carols, snacked, and then played games.  They concluded with the movie and candy canes with Santa bells attached were passed out to the 62 in attendance. 

Elves, Humans, and Santa at CW

Ninety six elves and other humans of various sizes were hosted by Webb Wesconnett Branch staff for breakfast, December 19.  Santa Claus arrived right on time, as usual, and everyone enjoyed their breakfast even more as they listened to Christmas music played by Al the Banjo Player and sang Christmas carols.  Then they went on a parade singing to the customers. Kids wrote letters to Santa, played games, and all received a book from Santa. (Attendees were asked to dress like an elf or wear red and green.  Mark Preston, CW's part-time shlever, obviously was pleased to play Santa.) Laurie Mills, CW Library Associate, reports that everyone enjoyed the program and it was a huge success.

A Christmas Carol at CW

December 1 saw the first of a series of Christmas programs at Webb Wesconnett Branch.  Here you see a picture of Hampstead Stage Co. actors keeping the avid attention of the audience of 41 during the play, A Chistmas Carol.

Mrs. Claus Visits West Regional Branch

West Regional Library had a grand style celebration, December 21, hosting a holiday party for 40+ attendees.  They were treated with a storytime from Mrs. Claus, who borrowed Santa's sleigh for the long trip from the North Pole--just in time for this event. After storytime, everyone enjoyed a sing-along accompanied by Justin Keiser on the tuba. Then, kids of all ages made edible holiday trees and cards, gingerbread ornaments and candy cane reindeer. (Who didn't appreciate tasting the fruit of their labor?)  To top it off, partiers had one lucky stocking winner and everyone loved their present from the library: books of their own to keep.  (Inside tip: that's Eve Harm in the red outfit.  WST's Chris Cavan, in lavendar below, was charmed by Mrs. Claus' storytime, too.) 

Brown Eastside Branch Customers Spread Cheer

Eastside Branch brightened up their library with decorations. Two of their young customers added their talent and bright smiles to bring Christmas cheer and took time to pose for these photos. Patricia Brown (left) and Zaryuana Williams showed off their front desk decorations and Zaryuana stands beside the Christmas tree she and Patricia decorated. How's that for (heart) your library? 

Kudos from Customers

Main - Center for Adult Learning: “We would like, through the teacher, Florinda Martinez’s bilingual ability, to thank God that gave us the strength and desire to get to this great country. To all of the Center for Adult Learning employees that have taken a part, in one way or another, in introducing us to this society and learning the English language. ... Our most special gratitude to our teachers that have tended to us as students, as people and why not say it, as family. Thank you for being patient with us and for putting all of your effort into helping us. Happy Holidays! Hoping that next year will bring to all happiness and the required health to continue being who you are: EXTRAORDINARY HUMAN BEINGS. ..."

Main - Interlibrary Loan: “Over the past two years I've been the beneficiary of the most conscientious, courteous and diligent service imaginable. I'm therefore taking this opportunity to write to let you know that Carolyn Hampton in Inter-Library Loans has been simply superb. … She's so excellent at tracking down articles for me and keeping me informed as to the status of her search. … When my book gets completed I will owe her a debt of gratitude that I could never repay. …”

Main – Reference & Periodicals: “I received excellent and very speedy assistance from Greg (Royce). He went above and beyond by emailing me an obituary from an archived paper. I am most appreciative and cannot thank him enough for his wonderful assistance and devotion to his job.”

Main – Teen Dept.: "Fashion – Origami Ring facilitated by Angela Gaines.  This program was nice and worth the time. I hope to have future programs similar. I had a good time."

Southeast Regional: “Anita Haller is wonderful! I enjoyed story time and can't wait to see and hear Anita again. She filled my heart with joy! She put a huge smile on my face and heart.”

State Senator John Thrasher Speaks at Southeast

Southeast Branch's Children's Department had a sensational Holiday Storytime on Saturday, December 17. State Senator John Thrasher, pictured right of the door, was the guest storyteller.  (Anita Haller, Librarian Senior, stands right of the window, decked out in red for the occasion.)  Library Board Member Christina Stallings was present to help get the popcorn ready for the 169 parents and kids in attendance. 

Lynne Baldwin, SE Branch Manager, said they were honored to have Senator Thrasher and Ms. Stallings' support.  Everyone enjoyed the stories, doing crafts, and refreshments. 

Councilman Don Redman Reads to Kids at the Main Library

City Councilman Don Redman shared The Mitten, by Jan Brett, with children on December 10 in the Children's Department of the Main Library.  This was part of the Festival of Trees program. About 25 parents and children listened to the story and then went to the art room for a related craft. Junior League volunteers helped the children decorate their own pair of felt mittens. CM Redman is the City Council representative for District 4, which includes the Downtown area. The children and parents enjoyed his reading and we really appreciate his participation and the volunteers who helped make this a successful event. 

E-Reader Class in January for Customers and Staff

Sandra Ostroski, Senior Librarian at the Beaches Branch, and Donna Peretzman, E-Specialist, will present an E-Book Tips program, 3:00 pm – 4:30 pm, at JB on January 11, 2012.  JPL staff, as well as customers, can pre-register by calling (241-1141) or staff can email Ms. Ostroski.  Seating will be on a first-come, first-serve basis.  JPL staff can receive City training credit.  Staff should not register in the Time Management System.  Staff (and customers) must pre-register and staff must sign the sign-in sheet that will be provided by Ms. Ostroski at the program.  After this program, Ms. Ostroski will fax the sign-in sheet to Sara Radovic, JPL’s Training Coordinator, and she will see that each employee who completes this 1½ hour E-Book Tips program gets training credit.

Ms. Ostroski thought E-readers would be a popular gift this Cristmas and planned this class--another good customer service idea from our creative staff.

2011 Employee Survey Results

Here is the PowerPoint presentation made by Deputy Director Carolyn Williams today at the Library Leadership meeting at West Regional Library.  Library Director and Mrs. Williams encourage you to read the results of the Employee Survey (please click on link in blue) made this year, and if you have questions, please email Mrs. Williams.

Just In From The Friends of JPL Chair Nitya Iyer

Nitya Iyer, Membership Chair, Friends of Jacksonville Public Library, Inc., stated recently, "This year, we decided to bring our book sales home to our warehouse at the University Park Branch Library. These warehouse sales, held in June, September, and December, were a first for us, and judging from the enthusiasm we saw, they will certainly not be the last. With the proceeds from the sales, as well as the efforts of BOOKtique and the Saturday Morning Bookstore, we have donated $250,000 to the library in 2011."  She added that the Friends would not have been able to do that without the interest and support of Friends members.

A new year begins soon and Ms. Iyer invites all Friends members to renew their membershps and, if you have not yet joined the Friends, please consider doing so soon. Ms. Iyer said, "We look forward to continuing to promote public interest and support for the services and special needs of the Jacksonville Public Library."

Friends membershps for a year are:  $10 for student and senior; individual, $15; family, $25.  You can also volunteer with the Friends.  Please mail your check to Friends of the Jacksonville Public Library, Inc., 303 N. Laura St., Jacksonville, FL 32202.

Staff Profile

As Argyle Branch recently faced the possible loss of children’s programming staff and reduced programming options for preschoolers, Noah Thomas, Library Clerk, according to her branch manager, Amber Holly, “…took the initiative to ensure that AYL remains an important destination for those who are seeking quality preschool programming…” How did Noah do that? She sought preschool programming training, consulted with Susan Mankowski, JPL’s Early Education Specialist, JPL children’s librarians, and attended many preschool programs around the city. Ms. Holly says Noah knows the importance of providing programs that address all six critical areas of pre-literacy development and infused her training into a successful toddler program that she produces weekly. 

No wonder she won awards for the JPL Employee of the Quarter and Inspired A Shared Vision for the fourth quarter.

Q: What inspired your interest in preschool programs?

A: I was inspired to do preschool programs because I saw with my own two daughters how the concept of teaching them things at a young age has a tremendous impact on them. Children want to learn. They are so curious and we, as parents and teachers, must be willing to give them the tools to explore and opportunities to use their imaginations.

Q: How does preschool programming help prepare kids for first grade?

A: When children go to a preschool setting—apart from everyday surroundings—it exposes them to valuable life skills, which can only be found in this kind of environment. It also prepares them academically because they will be familiar with the content that is being taught in school. As a result, they will have a “jumpstart”, which is a building block for children, their teachers, and parents.

Q: What are the six areas of pre-literacy development that you have infused in all of your programs?

A: During my program, I try to offer (1) a variety of concepts for the parents and children to learn. To me, it doesn't matter the age of the child; (2) it matters how you present the skill. (3) When I introduce letters and numbers, we go over the sound and I use it in a word to show the children how it relates to something else. With our numbers, we count with our fingers and sometimes relate that number to something they can see or touch. The children in my program are a bit young (18 months – three years and most are younger than three) to write, (4) so I will sometimes write or draw whatever I am talking about so they can see it. (5) I always wrap it up by showing the parents books and coloring pages that I have prepared in relation to the lesson so that (6) teaching and learning can continue at home.

Q: Are there additional things you have learned that would help other staff improve preschool programs?

A: One thing I have learned while doing my programs is to just have fun. You must see yourself as a child all over again and look at things through their eyes. Everyone likes a special treat or something unique that will make the storybook come alive. I try to include a lot of hands-on items. That way the children will see and understand the story a lot better.

Q: What is your favorite spare-time activity?

A: My favorite spare time thing is hanging out with my two daughters. Whether we are going to the park or making up a game at home, that is where I find my joy.

Engendering Future Adult JPL Customers w/Engaging Kids Programs Today

On November 14, Tiger Scout Group, Den No. 5, met at San Marco Branch for a prearranged library tour, tiger-themed storytime and scavenger hunt.  The den leader sent a note afterwards to Youth Services Librarian Michelle Petrin, "I can't thank you enough for the wonderful evening you gave to the Scouts and us parents.  I can see that you put a lot of time into your preparation and I just wanted you to know how much I appreciate it.  We all had a great time and I learned so many things as well.  I can clearly see that you chose the right profession!..."

Forty two children attended SS's Movie and Craft Afternoons in November.  School age programs included After School Music Club meet-ups, and their ASMC program consisted of several music activities and fun outlets for creative expression.  Family preschool storytimes and preschool craft themes for November included "Mind Your Manners", which included a table setting craft/activity, as well as a special Thanksgiving and "Winter Is Almost Here" storytime.

"Principal" Eve Harm Starts Her Day w/A Bang

There's always a way to promote JPL and bring something back from the community.  Eve Harm, West Regional Branch Librarian, reports a unique day's experience, November 7:  "I participated in the 2011-2012 Principal for a Day Event with the Duval County Schools. It is a program where community members are allowed to become a "principal" for a day. I was assigned to shadow a principal, Marie Antoine, at Whitehouse Elementary.

"Our day started with a bang. Literally. There was an accident in which a school bus was rear ended and the car drove away without stopping. Everyone was fine but just like us, they had a ton of paperwork to fill out. There were also parents to call, children to get breakfast and send to class and calls to the district to be made. It made for an interesting start of the day. But that ever changing day to day situations, I found out, was what Ms. Antoine liked best about her job.

"In addition to this incident, I also had the chance to sit in an observation, meet with teachers about changes in policy and procedure, tour the school, review the principal's very busy schedule and ask all sorts of questions. She also shared with me information about Read It Forward Jax to share with library patrons.

"Our day ended very much like it started with heading out to the bus loading area to make sure students left school safely. It was a truly enlightening and educational experience. I learned that, like us, they are dealing with major cutbacks in budget and, like us, they are still striving to do their best with less."