The People Side of Planning

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Cabell Library Mural showcases VCU diversity.
Dedicated September 2004

• The People Side of Planning Implementing a
  Large Scale Balanced Scorecard Initiative
• Susanna Pathak
• Planning Assessment Librarian
• Virginia Commonwealth University Libraries
• September 27, 2006
• John Ulmschneider
• University Librarian, VCU Libraries

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Process at VCU Libraries

• Surveillance
• Learning
• Getting Our Act Together
• The Draft (People)
• The Draft(s) (Writing the Plan)

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Process at VCU Libraries

• Show Ask
• Responsibilities Roles
• Communicators
• Teams
• Reporters
• Living the Plan

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I. Surveillance

• UL initiates investigation
• Searching for a new breed of strategic plan
• Path leads to BSC at UVa U of Florida
• Whats not to love about the BSC?
• How could we?
• Why should we?

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Strategic Plan Goals

• Develop streamlined, results oriented plan
• Energize our vision with specific plans to
  achieve it
• Encourage creativity and flexibility of staff
• Clearly articulate priorities
• Measure performance efficiently
• no wasted effort
• High level of accountability
• Communicate results effectively

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Plan the Plan (Summer 04)

• Background materials
• Proposed approach
• Use VCU Libraries Mission-Vision-Values
• Definition of metrics
• Proposed process
• Action plan
• Link to ongoing assessment tracking at the
  University level
• Timeline

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II. Learning

• Education discussion
• Internal web pages
• Closer look at models
• UVa UVa UVa www.lib.virginia.edu/bsc/index.html

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III. Getting Our Act Together

• Answer the WHY question Our primary goal in
  developing balanced scorecards is to provide the
  VCU community (including ourselves) with an
  unprecedented level of detail and accountability
  of the VCU Libraries' strategic objectives for FY
  2006 and 2007 and their achievement.
• Clarify understanding of BSC

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BSC Methodology

• Identify most important goals for the VCU
  Libraries
• Create a scorecard for every goal performance
  measures and performance targets
• Develop plans that give us a winning score by
  reaching or exceeding the target
• Grounded in our mission, vision, and values, and
  in the needs of our users

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IV. The Draft (People)

• Elizabeth Burton Manager, JBC Circulation
  Information Services
• Karen Cary Head, Collection Management
• Jodi Koste Archivist and Head, TML Resources
  Operations
• Susanna Pathak Planning Assessment Librarian
• Mary Ellen Spencer Head, JBC Research Reference
  Services
• Jill Stover Undergraduate Services Librarian
• John Ulmschneider University Librarian

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V. Draft(s)Writing the Plan

• Working meetings 2-3 per month from Jan 05-Oct 05
• UL at 80 of the meetings always in the loop
• Regular updates to internal and external groups

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Library User Concerns
LibQual Top 10 concerns
1. Comprehensive collections of articles
online 2. Core print and electronic
collections 3. Easy to use access tools 4. Quiet
space for individuals 5. Convenient service
hours 6. Safe and secure buildings 7. Clean
buildings 8. Inspiring space for study and
work 9. Misshelved or otherwise missing
materials 10. Reliable handling of user service
problems
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VCU Libraries MVV
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MVV Framework

• 1. User Centered Services Objective Provide
  patrons with exemplary and consistent service in
  all aspects of library operations.
•  MVV The VCU Libraries promotes the success of
  our students invigorates research and
  scholarship advances the health care and
  outreach missions of the university with
  exemplary collections, services, spaces, and
  staff opens doors to learning and discovery. 

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Structure of the VCUL Strategic Plan
Strategic Initiative 1 (out of 6)
Specific Objective 1

• Measures
• Target
• Plans

Specific Objective 2

• Measures
• Target
• Plans

Strategic Initiative 2 (out of 6)
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VI. Show Ask

• Gather feedback on Draft BSC Plan (September
  October 2005)
• Internal External

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VCUL Strategic Plan Example
Strategic Scorecard 1 Provide users with
exemplary service in all aspects of library
operations Example metrics

• User Perspective
• Improve users' service experience
• Measure LibQUAL gap scores for AS 1-9
  complaints in Suggestion Blog
• Target Improve LibQUAL gap scores for AS 1-9
  decline in repeat complaints to Suggestion Blog
• Easy access to resources not owned by the VCU
  Libraries
• Measure ILL fill rates LibQUAL score for IC-11
• Target Improved ILL fill rate positive gap
  score for LibQUAL IC-11

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VIII. Roles Responsibilities
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VIII. Roles Responsibilities
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VIII. Communicators

• Detailed Communications Plan for rollout
• About a dozen events
• Tables listing each event, location, time,
  persons presenting, purpose, and links to
  handouts, PowerPoint presentations, and webpages.
  

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IX. Teams

• Monitor progress toward goals
• Refine measures targets
• Align as needed
• Alert Administrative Council to issues
• Make recommendations to Administrative Council to
  solve problems
• Chose a leader and work with Coordinator to task
  out metrics gathering

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IX. Teams

• The fun begins
• New technology Collaboration Room
• Old technology Tablets
• Coordinator leads, guides, transcribes, designs
  systems, and prepares data

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X. Reporters

• Forms, on internal web pages
• One for each specific objective
• Schedule is roughly twice yearly but reports can
  be made anytime they are ready
• Coordinator tracks and assists

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XI. Living the Plan

• Easy convenient
• Internal web pages keep everyone on the same page
• Six Scorecards--
• User Services
• Research
• Education Advocacy
• Physical Environment
• Development Financial
• Staff/Staffing
• Teams have flexibility

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Space for Emerging Programs

• If they are strategic!
• Example Scholarly Communications Program
• 1 Establish the Scholarly Communication team
• 2 Define Scholarly Communications Program, for
  the team and for the university
• 3 Educate VCU Libraries faculty on all issues
• StPln 3L1 Prepare library faculty and staff for
  educational and advocacy role

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BSC Lifestyle Benefits

• Easy quick checks on what were doing
• Excellent detail in the plan
• Time wasting is not an option
• Less struggle more honesty
• Targets are clear
• Accountability is built in
• Hopefully, measures that matter!

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VCU Strategic Plan timeline

• Plan developed in 12 months (12/04-12/05)
• 2 year plan (2005-2007, already in progress)
• First report on progress in April 2006
• Annual reports for FY05-06 and FY06-07

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VCU Strategic Plan online

• www.library.vcu.edu/strategicplan
• Thanks a million!
• Susanna Pathak
• Planning Assessment Librarian
• VCU Libraries
• sbpathak_at_vcu.edu