Archives for Director’s Corner

Our new customer service policy. Why bother?

You've seen them in banks, stores, and on consumer websites. But why would a library bother creating a customer service policy? For the same reason that any organization that works with the public has adopted one: to let its customers know how they can expect to be treated, in this case, by the White Plains Public Library. It also provides library staff and managers with clear benchmarks for how we should perform, from the state of the library building (a clean facility in good repair) to every single customer interaction—whether online, on the phone, or in-person. But most importantly, a
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Categories: Director's Corner, Featured, Homepage, and Library News.

Libraries And E-Lending: The 'Wild West' Of Digital Licensing?

(This article originally appeared on npr.org on December 27, 2012 by NPR Staff.) Have you ever borrowed an e-book from a library? If the answer is no, you're a member of a large majority. A survey out Thursday from the Pew Internet Project finds that only 5 percent of “recent library users” have tried to borrow an e-book this year. About three-quarters of public libraries offer e-books, according to the American Library Association, but finding the book you want to read can be a challenge — when it's available at all. Brian Kenney is the director of the White Plains
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Categories: Director's Corner, Featured, Homepage, and Library News.

A Plan for the Library's Future

Interested in where the White Plains Public Library is headed the next few years? Then take a few minutes to look over our strategic plan. Many people in the White Plains community helped out with this plan, whether through interviews, focus groups, informal advice, or our morning-long planning retreat in May. Again, a big thanks to everyone for his or her time! A strategic plan is like a road map; it outlines the directions we will be taking, and the actions we need to take to reach our goals. This strategic plan covers the next three years, and is closely
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Categories: Director's Corner, Homepage, and Library News.

Go ahead, write to me!

I hate to beg, but this time I have to. The Library needs your help in determining its future direction. We began working on a new strategic plan for the library back in January, conducting focus groups with adults, parents of children from pre-K through 8th grade, and teens. In all, we spoke with over 100 individuals, and learned a lot (I will share some of their suggestions later in the week). This past Friday, we brought together 50 individuals—business people, leaders of not-for-profits, educators, and library users—to discuss the most pressing issues facing the White Plains community, and how the
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Categories: Director's Corner.

Go on. Text us.

We all know someone—in fact, you may be one of these people yourself—who would far rather text than talk. We used to associate texting with young people (and, in fact, teenagers who text average 60 messages a day). But now it seems like everyone is texting, from the bored executive stuck in a meeting to the harried cook who wants his or her spouse to pick up tomato sauce on the way home. So it’s no surprise that libraries are now offering information services via text—just as back in the day we integrated the telephone and then email. With nearly
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Categories: Director's Corner.