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.