A Day to Celebrate at South Mandarin Branch

September 23rd saw the Years of Service pinning of Librarian Betsy Hogan and Clerical Supervisor Linda Ehnert. Betsy was recognized for 20-years service, having worked at nearly every facility in JPL. Linda was recognized for 10-years service; she has served at Mandarin, Webb, and South Mandarin Branches. Deputy Director Carolyn Williams presented the awards and a reception followed

Those of us who could not be there want to join in the HIP HIP HOORAY and say thank you for your many contributions to JPL's success during your years at JPL.

Winners of Floating Q&A Contest

Mark Hohnadel, who works n the Floating Committee, reports that in the drawing held for the winners of the Floating Q&A Contest, Keli Likins, Teen Librarian Sr.,won first prize, a $25 Simon Gift Card. Richard Mott, JPL's Training Coordinator, won a USB port. A big thank you to JPL for providing these prizes and to Gretchen Mitchell and the Floating Collection Committee for promoting this contest while giving us the heads up about how Floating Collection will work.

Center for Adult Learning Celebrates 25 Life Changing Years

On September 2, 2010, JPL's Center for Adult Learning marked its 25th Anniversary with a huge celebration at the Main Library, attended by more than 220 guests. Keynote speaker Deborah Gianoulis (far right in pic at left) joined volunteers, students, staff, library administration and supporters from the Friends and Foundation to honor several “lifetime achievers”.
Congratulations, CAL!

Wally Bowden, Graphics Artist, worked with CAL staff to create READ posters of several CAL students; the posters are now on display in CAL in recognition of Florida Literacy Month.

Congratulations are due Sharon Hastings Jaskula, too. She has been with JPL since 1987 when she worked in Community Relations. Later that year, she trnsferred to CAL as a Literacy Program Specialist, and Jean Brinkman, her former supervisor, later promoted Sharon to Literacy Program Supervisor. She and her capable staff do a great service to this community.

Floating Q&A Prize Awards

Two prizes for winners who responded to Floating Collection questions, previously posted on this blog, will be awarded Thursday, September 23, 2010, by COB, and winners will be notified via email. The first prize is a $25 SIMON gift card and the second prize is a jump drive.

Kudos from Customers

Bradham Brooks Northwest: Ms. (Maude) Scott did a great job! Good job involving students. …”

Main – 2nd Floor Reference: “Mr. (Ed) Lein…excellent customer service handling irate patron.”

Main –Children’s: “Kenya (Coleman) was very helpful in locating the book that I had on hold …”

Mandarin Branch: “Shivon Rockward did a phenomenally professional job assisting me in locating a high demand book.”

Pablo Creek Branch: “Carol (Bailey), Gail (Blumberg) , Susan (Williamson), Stephanie (Harley), Padma (Subramanian) & everyone at PCR perform with the utmost respect. …”

Volunteer & Community Advocate Gail Melton Honored at UPK

A lifelong volunteer, Gail Melton, passed away April 13, 2009. She was a regular customer at University Park Branch Library and played an integral role in getting the branch built. She lived in the area for more than 30 years and was a tireless advocate for the community. Subsequently, the Library Board of Trustees decided to honor her and the City Council passed a Resolution (left with her picture). On August 13, 2010, a ceremony was held to dedicate the Gail Melton Community Room at UPK. The celebration included family, friends, City Council members and library staff.

Councilman John Crescimbeni emceed the event and read the Resolution outlining Ms. Melton’s many community achievements. Councilmen Clay Yarborough and Dr. Johnny Gaffney hung a portrait of Ms. Melton and the framed Resolution on the Community Room wall as a remembrance of this much-loved library supporter.

Capacity Plan - September Report

The Capacity Planning process for September centers on four public meetings to obtain community ideas about delivering quality programs and services in a cost effective way. In advance of those meetings, over 100 comments have already been received from customers and will be incorporated into the results. The three categories getting the most comments are fines, computers, and hours. Encourage your customers to attend the public meetings!

Our consultants are still in the data gathering phase of the project. They have finished functional and electrical/mechanical evaluations of the facilities, and will complete the architectural evaluations in September with Main and Regency. A staff facilities survey is currently underway. The facilities data, along with recommendations from customer segmentation profiles, will be used to create a long term facilities plan and provide recommendations for facilities changes. Data analysis is underway to complete customer segmentation profiles for each library. These profiles will define trade areas and provide recommendations about materials, services, hours and library location.

The plan is expected to be completed by February 2011.

If you have questions about the capacity planning process, please contact any member of the Capacity Plan Team: Melonee Slocum (Project Manager), Barbara Gubbin, Carolyn Williams, Barrett King, Luis Flores, Gretchen Mitchell, or Kathy Lussier.

Staff Profile

As a Library Assistant at Willowbranch Branch Library, Jason Brown has been dubbed “Mr. Willowbranch” because he knows his customers’ reading interests well and has great customer service skills. He is also a self-taught artist, who has self-published a mini-comic art book that he distributes at comic book conventions and has used his talents to improve library service.

Q: What is unique about Willowbranch and its customers that has kept you there most of your 11+ years with JPL?

A: I worked at Murray Hill for about a year and a half and have worked at WB for over 10 years now. I could not imagine working at another branch. We tend to get a diverse range of people walking through our doors. For me, it has always been about people and the information the library has to offer them. I enjoy helping, especially after getting to know certain visitors over a period of time. I feel like I am making a difference to people in the Riverside community. There is variety in my job since each patron's interests are different. I love talking about books and movies with customers.

Q: What qualities do you think a person needs to serve library customers well and enjoy doing it?

A: A calm demeanor is important. Patience. Being nice. One needs to love information.

Q: What is the most important thing you have learned in your career with the library?

A: Being surrounded by so much information and people seeking information in all areas, I learn something new every day. On a professional level, I have learned the importance of excellence in customer service. As a customer myself, I notice a lack of customer service skills in general; therefore, at work I put emphasis on being kind and thorough.

Q: You have used your artistic talents well as a Library Assistant. Tell us about that.

A: I have not really used them lately in the library. When Keith Hayes was the Children's Librarian at Willowbranch, he would have me draw scenes and characters from children's picture books to use for his story time. I would pencil and ink them and he would color them. We also had what we called the Willowbranch Tower. It was a mock up of a building, made of construction paper with little windows and it was adhered to the wall next to the children's desk. I would pencil and ink various characters, such as Peanuts, Muppets and Clifford, and he would shrink them down to less than half an inch. Then he would color them and put them in the windows of the tower. We had a lot of fun incorporating art into the workplace and the kids seemed to enjoy it, too. To be honest, I had not done anything artistic for sometime until Matthew Moyer of Main Popular recently pulled me back into the fold by asking me to handle art chores on a zine he is creating and writing. He has inspired me to pick up the pencil and ink again.

Q: Other than art, what do you like to do in your spare time?

A: Other than spending time with my wife, family and six cats, I enjoy reading and collecting books, reading and collecting comics, watching films, listening to music, and collecting comic book related toys. I also enjoy biking. I have been commuting to work via my bicycle for almost three years. I am very proud of that. It keeps me in good spirits throughout the work week and is a key ingredient to staying happy and motivated.

Southeast Librarian Michael Platzer Retires

On Thursday, September 2nd, Southeast Regional had a farewell gathering for Michael Platzer, who is retiring after eleven years and seven months with Jacksonville Public Library system. Michael first began employment with JPL as the Children’s Librarian at the Brentwood Library in 1999. He arrived at Southeast Regional in May 2003.

Michael said that other than not working on a fulltime basis, he has no real plans for his retirement. Michael will be missed, and we all wish him well in his time of “ease.” Some of his well-wishers are pictured left to right: Lauren Banks (CSII), Ananth Subramanian (CSII), John Macrae (Volunteer), Michael Platzer (Librarian-Retired), Mark Ely (Librarian), Deborah Wainwright (Circulation Supervisor), Theresa Barmer (Library Manager), Carisia Rooney(Children’s Librarian), Barbara Hughes (Library Assistant), and Crystal Kadkhodaie (CSII).

Confessions of a Rover

O.K., I admit it. I love roving reference. I know I'm not a good witness since I don't do reference every day (It's like a field trip for me). And I understand the legitimate obstacles: "I'm so swamped, quiet times at the ref. desk are my only chances to answer e-mail"; and, "What if someone comes to the desk with a question and no one is there because you're out roving?"

I could go into detail in response to these, but, suffice it to say that for me, the pros of roving in terms of enhanced customer service way outweigh the cons. It's like being on a treasure hunt. If you love helping people with real reference questions (as opposed to "Where's the restroom?," "Can I use the meeting room?," and "Something's wrong with my computer" questions), then the treasure is the real reference question, and you never know what rock you might have to look under to find one. (If you don't like doing reference, anyway, then don't bother reading further. It won't help.)

I've roved at several different branches and Main and, eventually, I always find somebody to help. Here's my technique (if you care): If I'm swamped at the reference desk, I don't rove (duh). But if I have a 10-minute window when crickets are chirping at the ref desk, a couple of times an hour I'll walk a cycle of the section of the library my desk is assigned to. (I always keep an eye on the ref desk so I can rush back if a customer approaches it.) I scour every book and a/v media aisle, and I look for wanderers out in no-man's land. I don't bother people who are sitting down at a table, but when I find anybody else, I say, "Hello. How's it going? Are you finding everything you need?" or "Can I help you find anything?" Usually, they say, "No, thanks." Almost nobody, nobody (except maybe one teen couple I caught canoodling) acts annoyed at being interrupted. Sometimes I'll do a whole cycle and not find one person who needs help, but I would say at least one out of ten people I ask (maybe more, but even that's an excellent ratio, I think), will tell me what they are looking for and open the door for a reference interview.

(Commercial Break: Sometimes, when I have to walk people all the way back to the reference desk to look something up -- or have to leave them and say, "I'll be right back," so I can go to the ref desk computer -- I will think, "Boy, an iPad would come in handy right now." But that's OK. I can wait for the "powers that be" to come around to the roving value of the iPad.)

I want to tell one story that ended in a compliment so it's going to sound like I'm bragging, but it's such a great illustration of the value of roving, I'm going to share it anyway: One time, while roving the fiction section, I came across a lady who had a list of novels she wanted to find and her approach was just to look through the fiction shelves. I was able to help her find one in the Reading List section (where she never would have thought to look on her own) and place a couple of more on reserve that we didn't have on the shelf. The conversation even opened a door to help her track down a book she couldn't think of the title of and show her how downloadable audio worked, which she had been curious about but never tried -- all this service that I might never have been able to give if I waited around for her to come to the reference desk.

Before she left, she said, "I really appreciate your help. You know, I've been using your libraries for a long time and that's the first time anyone has ever come up to me and asked if they could help me." Ouch! This was at a branch that had well-trained staff with over-all excellent customer service skills, and I bet she was an anomoly. Nevertheless, I hope a year from now, it will be really, really rare for someone to be able to truthfully make a comment like that.

I'd like to hear about your roving experiences, good and bad. If I've been too peremptory in brushing by those two obstacles I led this post with, or there are other problems I haven't thought of (I haven't mentioned shyness, which is another obstacle to roving), please share them by posting a comment.

Kudos from Customers

Argyle Branch: “The staff…is very nice and helpful. I bring my children to the Preschool Storytime and Family Art Fun programs and my children always enjoy Ms. DeLon (Rowan) and Ms. (Chiquita) Powell’s programs.”

Highlands Branch: “Ms. (Tyhedra) Wilson was excellent. She gave superb customer service.”

Mandarin Branch: "...the Children's Department has a fantastic team of librarians. Margo Crafton leads this team extraordinarily, with Shivon (Rockwood), David (Foster), and Sarah (Miller) being simply outstanding. ..."

Regency Square Branch: “...Our granddaughter (age 2) runs to the door of the story time room and is always greeted warmly by Miss Mary (Heaney), who greets all persons…in the same way."

Willowbranch Branch: “Verbal praise and encouragement for Ms. Julie (Lipschutz) and Ms. Isabelle (Pierre) and other library staff regarding reading and the concept that we were participating in a "contest" provided an incentive to read every day and use the library more often.”

Big Move in the Main Library

Last month the Main Library accomplished something Director Barbara Gubbin has been anticipating for a long time. The AV non-fiction collection on the third floor (3West) was moved down to the ground floor and replaced the Genre fiction collection, which was then moved to the third floor where the AV collection had been.

This was a massive move involving a large number of items on two separate floors. It was slated to take three weeks to complete the job but, what do you know, incredibly it took only one week!!

Kudos—and Ava Barrett’s personal thanks—to all staff that assisted in this huge accomplishment. Staff included a mix of full-time, part-time, summer, and volunteer workers who all pitched in with all their might to make this a reality:

Part-time workers: Stephanie Brendle, Margaret Gloag, Erica Stanberry, Zoe Nissen, Cheyla Scantling, Kareen Chambers, Akeem Adell, Heather Fails, Alison Pulley, Olga Rubin, Linda Tyson;

Summer workers: Rebecca Araujo, Deavaughn Bratcher, Dianne Manning, Shiquita Prince, and Jordan Washington, as well as Teens Make a Difference worker Britany Volger.

Full-time staff: Karen Deas and Robert Moseley.

Volunteers: Brian Moses, who is no longer with us, and Trey Shelton, a librarian who still volunteers here.

Importantly, the whole project was organized and supervised by Lilia Simonton, with assistance from Scott Adams and Stacey Van Hoy, to whom we cannot say enough thanks.

New signs are now in place to help our customers find the collections easily and we are very happy that we were able to get this done so well so soon.

Great Giving at Graham

Graham Branch held its Back to School event Monday, August 9, and it was a huge success. Staff had not held it for a couple of years; however, Library Clerk Delores Walker, who had organized the previous events, went the extra mile putting this one together by soliciting for donations, putting together the gift bags, and organizing nearly every other aspect of the event.

A total of 202 children and teens received Back To School supplies, and 75 of those also received personal hygiene gift bags to start the new school year. Kids were also able to choose a complete outfit from their special "Unique Boutique". (In addition to the colorful bags pictured here, many more brown bags were also made ready for kids.)

Finally, tickets were given out to each child and drawings were made at the end of the day for special prize packs. Pictured is winner Desiree Woods and her sister, Bryanna.

Congratulations to you!

Capacity Plan - Take the Staff Survey!

Godfrey's Associates has been hired by the Library to conduct a "capacity" study to identify how the Jacksonville Public Library can offer the best possible service with the limited resources that are available. The quality and efficiency of library buildings is one of the things that will be explored. The following survey provides an opportunity for you to tell the consultants what works well about your branch and what doesn't work so well.

I encourage each of you to participate in the survey. The survey link follows:

http://www.surveygizmo.com/s/345708/jacksonville-staff

It was a Zoo at Graham Branch

Graham Branch Library entertained families and critters during its Summer Library Program when Karl Boecklen, Education Programs Supervisor for the Jacksonville Zoo and Gardens, showed kids some of the wonders of the great outdoors, July 15. Here Patricia Smith and her children pose with Mr. Owl and Mr. Boecklen during the Zoo program.


Kids and grownups either like or hate hairy creatures but they are fascinating all the same, and this little buddy made an awesome appearance along with other creatures. As you see, some chose to keep a little distance.

Floating Collection - Update Re Prize Drawing

The drawing for the two prizes for answering any of the Floating Collection questions posted here on the blog is now postponed until later in August. The new drawing date will be posted on this blog as soon as possible.

Staff Profile

Carolyn Ranney, Part-time Clerical Support Specialist, won the Goal Star award for the first quarter FY2010 for consistently adding value and offering more than is requested when providing the statistical data and analysis reports used to evaluate and measure library services. She is also credited for writing and developing programs that provide the statistical data the library needs. She uses these programs and a database which she created to provide data results from various points of view. Ms. Ranney reports to Melonee Slocum, Executive Assistant to the Director.

Q: How do you see your work at JPL helping reach Destination: next goals?

A: I help reach goals by assisting with data analysis and automated reporting processes through programming to expedite administrative duties. I have also assisted with monthly reports to the Library Board and Administration and have prepared yearly analyses.

Q: What keeps you interested in working at JPL, especially since your daughter was born during your first two years here?

A: It’s my one break from motherhood. I really enjoy working for Melonee Slocum. Numbers, statistical analysis, Excel and coding are interests of mine.

Q: What experience do you have that prepared you for your current position?

A: I have degrees in math and computers. I was in the golf business for 12 years working as a merchandiser for Arnold Palmer, PGA Tour, and Disney. After that, I worked in education for seven years at a local technical college as an instructor and program chair. All my jobs involved math and budgeting.

Q: What other interests do you have?

A: I play the piano and clarinet and I’m learning the guitar. I compose music and have done background vocals in recording studios. I like golf but don’t get to do much of that these days. My husband’s and my greatest passion is tending to our two-year old daughter, Brianna. That is my spare time activity right now.

8/10 Deadline to Answer Floating Q's to Win Prizes

If you email your answers to any of the Floatnig questions to Mark Hohnadel or Cheryl Callavini by COB August 10, 2010, your name will be included in the drawing on August 16. Two names will be drawn and one employee will receive a $25 Simon gift card (good at either Towne Center or Avenues Mall) and the other will receive a flash drive.

How the West Was Won - Or How West Regional Branch Increases Efficiency

West Regional employees are constantly looking for ways to increase the efficiency of the branch. Everyone is encouraged to suggest improvements and unless there is a good reason not to try an idea, we tend to jump right in and see what happens.

This philosophy has led to a number of changes in procedures over the last few years. An example of this is the double discharge of materials. It was a surprise to some that it did not slow down the work flow and it has become a routine function of the branch. Double discharge has resulted in a decrease in customer problems allowing staff time to focus on other issues. It has reduced the number of “claims returns” and it has also greatly improved customer relations.

In addition, delivery bins for every branch were set up on tables in the delivery area. Materials going to other branches are placed in the bins immediately by the person who discharged the item. Staff working on send item lists trap and pack materials immediately. They also label and shelve holds for West customers as they work on the send list. This has reduced the number of times items are handled and sorted.

The pre-shelving area has been moved from the staff workroom into the public area. This allows customers the opportunity to browse the shelves and take materials they wish to check out, reducing the number of items to be shelved. It also makes it easier for the reference staff as customers looking for newly returned materials are escorted over to these shelves. Another advantage has been an increased staff presence in the A-V area because the pre-shelve area was set up beside “Sights and Sounds”.

Improving communication has become a major goal for branch staff especially since staff is now working in two different locations. Moreover, an internal blog has been set up so everyone can post information on procedural changes, displays, programs, safety or interesting information to other staff.

These are just a few of the changes West employees have implemented. New ideas are being tossed out for discussion all the time so there is no telling what the next innovation might be.

Capacity Plan - July Report

The JPL Capacity Plan got off to a good start this week with a three day site visit from Godfrey's Associates library consultants. Activities included meetings with the Board Capacity Plan Team, JPL Capacity Plan Team, Ron Block, and system managers; interviewing City department representatives from Facilities, IT and Planning; gathering data; evaluating the Webb Wesconnett library; interviewing Board Chair Jim Selzer; and meeting with Lynn Jacobson and Karen Walker to review data acquistion requirements.

During August, consultants will coordinate with Assistant Director Luis Flores to schedule site visits to evaluate various branches, an online survey will be posted for staff, and the consultants will begin to analyze the data that they have collected. The consultants will meet with the Board and JPL Capacity Plan teams on August 13 to update them on the results.

A total of eight community meetings will be held as part of the capacity planning process. The first four meetings will be to gather input at the beginning of the process, the final four will be to communicate the results of the process. The first four community meetings are scheduled at Webb Wesconnett and Pablo Creek on Wednesday, September 15 and, Bradham Brooks Northwest and Mandarin on Thursday, September 16. Meetings be from 7:00-8:30 pm. The communications process is being managed by a member of the consulting team, Amy Rankin, who will provide JPL with advertising, flyers and a marketing message.

If you have questions about the planning process, contact Melonee Slocum, mslocum@coj.net.