WEBVTT Kind: captions Language: en 1 00:00:00.570 --> 00:00:06.210 SUSAN BENTON: Hey, everyone, good morning. 2 00:00:06.210 --> 00:00:08.330 My name is Susan Benton. 3 00:00:08.330 --> 00:00:14.789 I'm here with wonderful colleagues and experts to talk about needs assessments. 4 00:00:14.789 --> 00:00:22.890 I'm, for those who don't know me, I'm a woman who believes in signs, in messages from the 5 00:00:22.890 --> 00:00:23.890 universe. 6 00:00:23.890 --> 00:00:30.410 And...yesterday, evening, I got in late, I was working on my email, catching up on some 7 00:00:30.410 --> 00:00:36.579 voicemail and finally I was just really exhausted and got ready for bed, but just as I was going 8 00:00:36.579 --> 00:00:44.710 towards that bed, I noticed on the wall, a beautiful photograph, a black and white photograph 9 00:00:44.710 --> 00:00:48.309 of this building from many, many years ago. 10 00:00:48.309 --> 00:00:55.109 And it really grounded me that there would be, in a national, frankly an international 11 00:00:55.109 --> 00:01:00.410 hotel chain, a photograph of L.A.'s Public Library. 12 00:01:00.410 --> 00:01:07.320 Now, to be sure, this is a building of incredible architectural significance, but I think it 13 00:01:07.320 --> 00:01:14.460 also says something about the pride and the realization of the significance of what happens 14 00:01:14.460 --> 00:01:15.610 in this building. 15 00:01:15.610 --> 00:01:21.180 That there should be a beautiful black and white photograph of the L.A. Public Library 16 00:01:21.180 --> 00:01:24.079 in my hotel room last night. 17 00:01:24.079 --> 00:01:26.210 It was great. 18 00:01:26.210 --> 00:01:31.630 And, whether you're working directly in the public library or you're working in conjunction 19 00:01:31.630 --> 00:01:38.540 with the public library, and you may or may not have a building like this in your community 20 00:01:38.540 --> 00:01:45.610 that has the same architectural significance, what you're doing has incredible importance 21 00:01:45.610 --> 00:01:52.969 to the individuals that you're working with every day and to the community that you serve, 22 00:01:52.969 --> 00:01:56.100 and to the leaders that you serve. 23 00:01:56.100 --> 00:02:03.740 I come to my work, not as a librarian, but many years working with city and county, topappointed 24 00:02:03.740 --> 00:02:11.600 officials, topelected officials, mayors, county executives who really are working on some 25 00:02:11.600 --> 00:02:16.190 of the most important, critical issues for our nation. 26 00:02:16.190 --> 00:02:25.420 Education, employment, workforce development, health, financial security, quality of life. 27 00:02:25.420 --> 00:02:32.410 And every one of those mayors, every one of those county officials, are being served so 28 00:02:32.410 --> 00:02:36.770 well by the work that's done in the Public Library. 29 00:02:36.770 --> 00:02:44.540 But how do we know where we're able to get the biggest bang for our buck? 30 00:02:44.540 --> 00:02:50.210 Across all the professions that I worked with in the local government sector, over the last 31 00:02:50.210 --> 00:02:57.870 30 years, I think this profession is acutely aware of what the needs are in their community. 32 00:02:57.870 --> 00:03:05.000 Yet, with all of that just kind of instinctual knowledge that we have, you are incredible 33 00:03:05.000 --> 00:03:11.040 in terms of having marvelous observation skills, and being able to kind of connect the dots 34 00:03:11.040 --> 00:03:14.730 about what's happening in your communities and discern what's needed. 35 00:03:14.730 --> 00:03:20.920 There still needs to be an ability to focus and make sure you're matching your resources 36 00:03:20.920 --> 00:03:25.170 where the greatest needs are, where the highest priorities are. 37 00:03:25.170 --> 00:03:30.460 So, that's the Genesis of this session and as I said, I've got great colleagues with 38 00:03:30.460 --> 00:03:37.040 me to talk with you and with me, about the needs assessment processes that they're using 39 00:03:37.040 --> 00:03:44.130 to not only look outside the library and what the needs are, but what are the needs inside 40 00:03:44.130 --> 00:03:45.580 the library? 41 00:03:45.580 --> 00:03:51.480 What are the staff, training, what are the staff development that we need to do to make 42 00:03:51.480 --> 00:03:56.520 sure that we're always able to meet our public where they need us to be. 43 00:03:56.520 --> 00:04:02.631 So...I'm delighted to introduce you to Kristin McDonough from the Science, Industry and business 44 00:04:02.631 --> 00:04:19.660 library, Danielle Milam and Jacquie Brinkley. 45 00:04:19.660 --> 00:04:29.480 >> I'm going to talk about our financial education program where we decided to train the staff. 46 00:04:29.480 --> 00:04:38.150 The needs assessments that we did was that we run the very vibrant program of over 350 47 00:04:38.150 --> 00:04:46.100 classes, hands on classes and presentations and financial advisory at the midtown science 48 00:04:46.100 --> 00:04:52.020 and business library and we wanted to push it out to our 90 branch libraries. 49 00:04:52.020 --> 00:05:02.840 And so we sent a survey to the managers and the staff there and were absolutely astounded 50 00:05:02.840 --> 00:05:16.610 at the response which showed resistance, reluctance that we later realized was out right fear. 51 00:05:16.610 --> 00:05:23.440 The staff felt totally unequipped to host financial programs. 52 00:05:23.440 --> 00:05:29.480 We might find this also in the legal area and in the health and medical area because 53 00:05:29.480 --> 00:05:35.680 of a fear they'd be asked questions, that would lead them to give advice. 54 00:05:35.680 --> 00:05:44.620 With the help of IMLS, we engaged in a twoyear intensive staff training program. 55 00:05:44.620 --> 00:05:54.800 Eleven modules of interactive exercises, scripts, videos, with Avatars representing typical 56 00:05:54.800 --> 00:06:02.600 kinds of questions one gets in a library, games and most important, webbased resources 57 00:06:02.600 --> 00:06:09.780 on topics like banking credit, savings, living on the financial edge, insurance, tax, identity 58 00:06:09.780 --> 00:06:11.100 theft. 59 00:06:11.100 --> 00:06:15.840 So, we have two years worth of that curriculum. 60 00:06:15.840 --> 00:06:23.550 It's on the website to be freely shared, customized, used across the country. 61 00:06:23.550 --> 00:06:26.910 We update the links continuously. 62 00:06:26.910 --> 00:06:31.270 It's under NYPL Money Matters. 63 00:06:31.270 --> 00:06:37.930 At the end of the two years, we trained over 235 front line staff. 64 00:06:37.930 --> 00:06:42.930 But the proof is in the pudding, so I'd like to talk a little about how we continuously 65 00:06:42.930 --> 00:06:49.730 assess to see if that core of staff who were trained then, what difference has it made 66 00:06:49.730 --> 00:06:53.389 in the neighborhood libraries. 67 00:06:53.389 --> 00:07:01.610 One of the things we've done in another needs assessment is that we partner actively with 68 00:07:01.610 --> 00:07:10.800 trade associations as well as with government agencies who embed their pro bono volunteers 69 00:07:10.800 --> 00:07:14.700 and staff at the library. 70 00:07:14.700 --> 00:07:24.010 And as we trained our colleagues, we waited to see what kinds of programs were they going 71 00:07:24.010 --> 00:07:25.210 to ask for. 72 00:07:25.210 --> 00:07:32.050 At the same time, the Office of Financial Empowerment in New York City issued a study 73 00:07:32.050 --> 00:07:34.430 of immigrant communities. 74 00:07:34.430 --> 00:07:42.760 That was done in concert with communitybased organizations, banks, and consulates. 75 00:07:42.760 --> 00:07:50.270 And...it's not surprising, the results that there are cultural, linguistic, et cetera, 76 00:07:50.270 --> 00:07:55.320 barriers that keep people in immigrant communities, from being banked. 77 00:07:55.320 --> 00:08:03.949 So, with that needs assessment, from the city of New York, we put out a call to our 90 branches 78 00:08:03.949 --> 00:08:12.710 that two years before hesitated to have even the most basic presentation and we had fifteen 79 00:08:12.710 --> 00:08:19.169 libraries who volunteered and again, the proof is in the pudding, to give up valuable real 80 00:08:19.169 --> 00:08:26.930 estate, community rooms, where children's programs and knitting circles and after school 81 00:08:26.930 --> 00:08:30.350 programs were all vying for this real estate. 82 00:08:30.350 --> 00:08:33.760 And staff time. 83 00:08:33.760 --> 00:08:42.680 And they volunteered not only to have the programs, but to have advisory services from 84 00:08:42.680 --> 00:08:51.150 volunteers who had been trained in a 45hour program by the city university of New York. 85 00:08:51.150 --> 00:08:58.140 We were able to cite them in eleven branches. 86 00:08:58.140 --> 00:09:04.050 We just started maybe three or four weeks ago. 87 00:09:04.050 --> 00:09:13.210 The staff is more disappointed than anyone that the community is very slowly responding. 88 00:09:13.210 --> 00:09:19.440 We've gone from a staff who said keep everything in Midtown Manhattan to keep everyone so invested 89 00:09:19.440 --> 00:09:31.480 in this program that we did, that made them comfortable and adept and capable of knowing 90 00:09:31.480 --> 00:09:38.670 what is the difference between giving informed referrals to authoritative resources and giving 91 00:09:38.670 --> 00:09:39.790 advice. 92 00:09:39.790 --> 00:09:47.750 So, what I'd like to share with you are three major insights that we, that we have gotten. 93 00:09:47.750 --> 00:09:56.630 One clearly that a comfortable, knowledgeable staff, who is invested enough to use those 94 00:09:56.630 --> 00:10:02.320 websites, him or herself, is absolutely key. 95 00:10:02.320 --> 00:10:05.520 Partnerships is absolutely key. 96 00:10:05.520 --> 00:10:15.570 Throughout this whole process, we have staff that go to local consulates, we have partnerships 97 00:10:15.570 --> 00:10:22.440 with everything from the Financial Planning Association, to the Customer Services Society. 98 00:10:22.440 --> 00:10:30.040 They are dying, as are federal agencies, state agencies and city agencies, especially in 99 00:10:30.040 --> 00:10:38.980 the wake of 2008 and SarbanesOxley, they are looking to every library represented in this 100 00:10:38.980 --> 00:10:49.110 room as a channel of distribution, not only for their trained staff, but for the volumes 101 00:10:49.110 --> 00:11:00.220 of very accessible, very friendly, very easy to understand, educational material that they 102 00:11:00.220 --> 00:11:06.430 have been charged with producing since 2008. 103 00:11:06.430 --> 00:11:15.361 They have a reknit, they being triala agencies and NGOs to do consumer education and they 104 00:11:15.361 --> 00:11:19.890 are looking, actively for outlets. 105 00:11:19.890 --> 00:11:26.310 Not just in the immigrant community, but across all sectors of our public. 106 00:11:26.310 --> 00:11:35.150 They know that we, as libraries, are places that they can touch their public. 107 00:11:35.150 --> 00:11:41.960 So...one of the things that we are doing in the library world is, is in April, in October, 108 00:11:41.960 --> 00:11:49.490 which are the financial literacy months and weeks, we make a big effort to have money 109 00:11:49.490 --> 00:11:57.940 smart, investing in your library week, many libraries do partner with the Federal Reserve, 110 00:11:57.940 --> 00:11:59.350 et cetera. 111 00:11:59.350 --> 00:12:07.140 And then, very often, those efforts dissipate somewhat to what we're trying to do. 112 00:12:07.140 --> 00:12:15.940 When we have branch libraries with the willingness to provide this real estate, we are trying 113 00:12:15.940 --> 00:12:26.560 to provide this kind of group presentation, hands on instruction and personal, confidential 114 00:12:26.560 --> 00:12:31.890 advisory services offered by our partners. 115 00:12:31.890 --> 00:12:35.770 I have a notice here. 116 00:12:35.770 --> 00:12:45.140 I'm going to close in my last few minutes by giving you some informal ways that we're 117 00:12:45.140 --> 00:12:48.980 assessing that we're doing well. 118 00:12:48.980 --> 00:12:53.670 Even though our branches are scattered across three boroughs and everyone's understaffed 119 00:12:53.670 --> 00:13:01.660 as you are, we continue to offer this handson training, as well as ten elearning modules 120 00:13:01.660 --> 00:13:09.360 and libraries continue to send their staff to these. 121 00:13:09.360 --> 00:13:18.459 With advisory services offered from trained volunteers through the professional associations 122 00:13:18.459 --> 00:13:26.360 and through the Community Services Society, we ask the people who come to these sessions 123 00:13:26.360 --> 00:13:28.370 to comment. 124 00:13:28.370 --> 00:13:31.920 And to comment anonymously. 125 00:13:31.920 --> 00:13:43.370 We're talking about touching our immigrant communities that this huge survey indicated, 126 00:13:43.370 --> 00:13:51.339 feels culturally and educationally duracinated, if you will, from the community system. 127 00:13:51.339 --> 00:13:55.339 These are some of their comments. 128 00:13:55.339 --> 00:14:04.660 I met Miss Wen at the branch. 129 00:14:04.660 --> 00:14:09.600 I went to find assistant for my aunt's debt. 130 00:14:09.600 --> 00:14:14.410 The building borrowed lots of money from the bank. 131 00:14:14.410 --> 00:14:17.149 Each unit had incredible debt. 132 00:14:17.149 --> 00:14:22.950 Miss Wen is nice and willing to help me find free legal service information. 133 00:14:22.950 --> 00:14:29.370 She speaks very good Chinese, therefore, for most new immigrants and elders, this is very 134 00:14:29.370 --> 00:14:30.839 good service. 135 00:14:30.839 --> 00:14:36.610 Especially, they don't ask people personal questions. 136 00:14:36.610 --> 00:14:38.390 This is the second one. 137 00:14:38.390 --> 00:14:42.710 This Tuesday, I joined Money Matters Coaching. 138 00:14:42.710 --> 00:14:46.089 She not only knew about credit, but also tax. 139 00:14:46.089 --> 00:14:52.810 She is a great Chinese people, the same as other Chinese person like enthusiasm, patients 140 00:14:52.810 --> 00:14:54.200 responsible. 141 00:14:54.200 --> 00:14:57.720 Many people can't speak good enough English. 142 00:14:57.720 --> 00:15:02.370 They only speak Chinese, also, they don't know how to use computer. 143 00:15:02.370 --> 00:15:05.960 Also, Chatham Square Library had the program. 144 00:15:05.960 --> 00:15:09.170 I heard many persons said great overall. 145 00:15:09.170 --> 00:15:11.950 We need finance help in Chinese. 146 00:15:11.950 --> 00:15:13.980 Thank you. 147 00:15:13.980 --> 00:15:16.020 >> Thanks, Kristin. 148 00:15:16.020 --> 00:15:17.020 That's wonderful. 149 00:15:17.020 --> 00:15:24.390 That's a nice example of doing a needs assessment and understanding the staff needed some new 150 00:15:24.390 --> 00:15:30.670 training and orientation to build their comfort in working with community members around financial 151 00:15:30.670 --> 00:15:31.670 matters. 152 00:15:31.670 --> 00:15:39.600 Now we're going to Danielle, who is going to be talking about external to the library. 153 00:15:39.600 --> 00:15:47.522 >> Thank you so much, Susan. 154 00:15:47.522 --> 00:15:52.690 I work with the Las Vegas Clark County Library District. 155 00:15:52.690 --> 00:16:06.350 I had the pleasure of arriving in Vegas right at the downturn, during the recession, bankruptcies, 156 00:16:06.350 --> 00:16:12.700 house foreclosures and incredible distress for about 70 months in a row, leading the 157 00:16:12.700 --> 00:16:17.579 nation in growth for three decades and for three years tumbling like crazy. 158 00:16:17.579 --> 00:16:25.589 So, it's a great pleasure for me to join this great convening by IMLS and talk about engaging 159 00:16:25.589 --> 00:16:29.360 communities. 160 00:16:29.360 --> 00:16:37.200 As a development director, I wasn't going to get a lot of money looking for resources. 161 00:16:37.200 --> 00:16:46.209 I needed to get tools in place so we could quickly assess our situation and learn more 162 00:16:46.209 --> 00:16:52.610 about our community. 163 00:16:52.610 --> 00:17:05.559 The 164 00:17:05.559 --> 00:17:09.289 question on the table was what was the library of the 21st century? 165 00:17:09.289 --> 00:17:14.399 We learned so much through the great grant program that the IMLS did in that area. 166 00:17:14.399 --> 00:17:18.989 And now we're moving on to what kind of community do we want to build? 167 00:17:18.989 --> 00:17:23.679 And this is really exciting work, I think, for the library field because we're getting 168 00:17:23.679 --> 00:17:28.999 out of our walls and into the community in a much deeper way. 169 00:17:28.999 --> 00:17:35.549 The way we did it was to use some private sector tools as well as some government sources. 170 00:17:35.549 --> 00:17:40.840 So we use the census, we use the Department of Labor information and more importantly, 171 00:17:40.840 --> 00:17:47.440 we used some new databases that are available called market segmentation databases. 172 00:17:47.440 --> 00:17:50.279 This is the first map that we created in Las Vegas. 173 00:17:50.279 --> 00:17:54.059 It told us a lot about our community. 174 00:17:54.059 --> 00:18:00.940 In these national databases, they do pay hundreds of thousands of dollars to generate even one 175 00:18:00.940 --> 00:18:07.269 or two reports, we created a dynamic system where every single staff person could get 176 00:18:07.269 --> 00:18:12.399 on the system, in the library, or actually remotely, because it's webbased and take a 177 00:18:12.399 --> 00:18:13.429 look at the community. 178 00:18:13.429 --> 00:18:19.409 And we overlaid, on top of all of the data from the census, Department of Labor and market 179 00:18:19.409 --> 00:18:25.239 segments, our cardholder database. 180 00:18:25.239 --> 00:18:32.340 This crazy quilt map shows you that out of the 65 categories in this particular database 181 00:18:32.340 --> 00:18:38.059 called tapestry, that is provided by EZRE, we had 54. 182 00:18:38.059 --> 00:18:43.090 When we started the program in 2010, we had 49. 183 00:18:43.090 --> 00:18:49.169 Because it's dynamic, we're able to track the kinds of changes that the community is 184 00:18:49.169 --> 00:18:50.299 undergoing. 185 00:18:50.299 --> 00:18:57.330 It's fragmented, it's incredibly diverse, and the story in Vegas is that every year 186 00:18:57.330 --> 00:19:01.769 1/3 of the city moves in and 1/3 of the city moves out, so we need this kind of dynamic 187 00:19:01.769 --> 00:19:03.859 tool. 188 00:19:03.859 --> 00:19:05.480 This shows you just one of the branches. 189 00:19:05.480 --> 00:19:11.509 We did code the cardholder activity at their most frequently used branch. 190 00:19:11.509 --> 00:19:16.509 We were able to create a new kind of branch map that didn't have the old concentric circles, 191 00:19:16.509 --> 00:19:22.740 but rather has a census block by census block where cardholders are that use that particular 192 00:19:22.740 --> 00:19:31.309 library. 193 00:19:31.309 --> 00:19:35.239 Our branch managers are doing an incredible job of managing complexity. 194 00:19:35.239 --> 00:19:45.110 This has 21 different household segments and they literally change block to block. 195 00:19:45.110 --> 00:19:48.980 One of the things that we say in the library world is that we serve families and one of 196 00:19:48.980 --> 00:19:52.909 the things that we learned in Vegas that we actually serve 26 different kinds of households 197 00:19:52.909 --> 00:19:54.600 of families. 198 00:19:54.600 --> 00:20:02.019 That's just you know, quite amazing as our budget fell 1/3, I think I got there, it was 199 00:20:02.019 --> 00:20:04.980 84 million and now it's 48 million. 200 00:20:04.980 --> 00:20:11.499 We had to, very quickly, target our resources to the actual populations that we're serving. 201 00:20:11.499 --> 00:20:14.559 And so, we started looking at the family segments. 202 00:20:14.559 --> 00:20:22.169 And nearly half of the, well, 67% of the population actually is households that have families. 203 00:20:22.169 --> 00:20:26.539 And as we started to dig deeper into the data, we found out that the largest segment, almost 204 00:20:26.539 --> 00:20:37.530 300,000 called the up and coming. 205 00:20:37.530 --> 00:20:42.769 These families are young, they've got young kids, but they've got education and careers, 206 00:20:42.769 --> 00:20:43.769 they're on their way. 207 00:20:43.769 --> 00:20:49.429 They've got houses, cars, lots of expenses that you know, relate to children and raising 208 00:20:49.429 --> 00:20:50.429 kids. 209 00:20:50.429 --> 00:20:57.460 But then the other half, almost 300,000 of the other family households are actually making 210 00:20:57.460 --> 00:20:59.700 less than 50 K a year. 211 00:20:59.700 --> 00:21:05.080 The aspiring families are going to be up and coming. 212 00:21:05.080 --> 00:21:11.169 The rest are making way under 50, like around the 30 K to 14,000. 213 00:21:11.169 --> 00:21:14.309 These are the families we're mostinterested in right now. 214 00:21:14.309 --> 00:21:18.870 We're one of the states that doesn't have full day kindergarten, legislature's meeting 215 00:21:18.870 --> 00:21:19.870 now. 216 00:21:19.870 --> 00:21:27.390 We're really wondering where are these families who have young parents and young kids going 217 00:21:27.390 --> 00:21:31.929 to get the PreK help they need. 218 00:21:31.929 --> 00:21:37.179 Using this data, we're targeting in on the heart of our community's biggest issue and 219 00:21:37.179 --> 00:21:38.179 that is education. 220 00:21:38.179 --> 00:21:43.850 Of course it also relates to employment and economic development as well. 221 00:21:43.850 --> 00:21:50.119 Once we have this data, we're able to take our staff quickly through what does it mean? 222 00:21:50.119 --> 00:21:55.080 And we have a number of different exercises that sort of are precursors to maybe the, 223 00:21:55.080 --> 00:21:59.979 the more intensive work you might do in a very expensive focus group. 224 00:21:59.979 --> 00:22:05.190 And we just take our, we, we look at the segment and the description that's provided by the, 225 00:22:05.190 --> 00:22:09.989 by the market segment folks, it gives you a lot of information where they shop, what 226 00:22:09.989 --> 00:22:13.470 they do, what they like to do, what their interests are, how they like to get communicated 227 00:22:13.470 --> 00:22:19.129 with and then we read between the lines and we have an exercise, what makes them tick? 228 00:22:19.129 --> 00:22:25.279 This particular one, the young and restless is a group of young singles and like the name 229 00:22:25.279 --> 00:22:30.509 says, you know, they kind of love the partying life, they probably work on the strip and 230 00:22:30.509 --> 00:22:39.529 what makes them tick is just having some fun and some fun that doesn't cost a whole lot. 231 00:22:39.529 --> 00:22:44.559 It also leads us down the path to get more familiar with the kinds of users that we use, 232 00:22:44.559 --> 00:22:49.230 so...we go quickly from the market segment household type, which is by lifestyle and 233 00:22:49.230 --> 00:22:52.080 life stage and we get into the user narratives. 234 00:22:52.080 --> 00:22:57.820 And this particular slide comes from another IMLS grant we had called the Learning Labs. 235 00:22:57.820 --> 00:23:06.059 We were fortunate to be part of the ULLC and a project sponsored by IMLS and MacArthur. 236 00:23:06.059 --> 00:23:13.009 This talks about a young man that was bullied at school, not doing well at school, like 237 00:23:13.009 --> 00:23:17.340 many of the kids we're seeing in the Digital Learning Labs across the nation. 238 00:23:17.340 --> 00:23:23.259 Not doing good at school, but thriving in the library environment where they actually, 239 00:23:23.259 --> 00:23:28.340 one of our branch managers started up a deejay lab. 240 00:23:28.340 --> 00:23:31.149 That's a clear career path. 241 00:23:31.149 --> 00:23:38.059 One club actually is contracting with deejays for over $6 million a year. 242 00:23:38.059 --> 00:23:39.059 Unbelievable. 243 00:23:39.059 --> 00:23:46.260 So...this guy, you know, we actually talked with his, his dad and his dad said, what did 244 00:23:46.260 --> 00:23:48.559 you do to my son? 245 00:23:48.559 --> 00:23:52.190 You know...he used to pace around the house, he was really agitated, he couldn't focus 246 00:23:52.190 --> 00:24:00.149 at school, and as the branch manager was talking to the young man, you know, to the young man's 247 00:24:00.149 --> 00:24:07.080 father, he came out of the lab and said, some kids don't know what's going on, what do I 248 00:24:07.080 --> 00:24:08.080 do? 249 00:24:08.080 --> 00:24:10.070 He said, go train them. 250 00:24:10.070 --> 00:24:19.129 Mere weeks and months later, what he on his way with immense confidence and fistpumps 251 00:24:19.129 --> 00:24:21.929 galore. 252 00:24:21.929 --> 00:24:26.369 This information has quickly given us the ability to move into strategy development, 253 00:24:26.369 --> 00:24:30.309 very, very specific to the households that we're serving. 254 00:24:30.309 --> 00:24:35.230 That group that has the resources, we know how to reach them electronically, of course, 255 00:24:35.230 --> 00:24:38.759 all of these being young parents with young kids are digital natives. 256 00:24:38.759 --> 00:24:45.470 So, we're really looking at apps and mobile strategies, but we're also looking at the 257 00:24:45.470 --> 00:24:46.840 great divide. 258 00:24:46.840 --> 00:24:52.190 So that second half of the families that have low education and I'm talking less than high 259 00:24:52.190 --> 00:25:01.620 school, low employment prospects, low English language, about half of them have low English 260 00:25:01.620 --> 00:25:06.889 language and we know now, block by block, where do we go if we want to reach the Englishlearner 261 00:25:06.889 --> 00:25:15.269 population, if we want to reach the families that need us the most. 262 00:25:15.269 --> 00:25:21.100 This is a chart that we actually created a pie chart for each of our library branches. 263 00:25:21.100 --> 00:25:28.450 Again, we're able to use the data, we had 54 different segments, but we sort of divvied 264 00:25:28.450 --> 00:25:32.129 them into three major groups and we colorcoded them. 265 00:25:32.129 --> 00:25:34.720 We had three major kinds of families. 266 00:25:34.720 --> 00:25:38.960 Families that have the resources, families that have low resources and then families 267 00:25:38.960 --> 00:25:42.979 that have low resources and English language learning challenges. 268 00:25:42.979 --> 00:25:46.169 So...the three oranges are kind of the family segments. 269 00:25:46.169 --> 00:25:50.529 Then we had the elder segment and they were both elders that have the resources. 270 00:25:50.529 --> 00:25:57.019 We have a lot of midwesterners and so forth that move in, second homes, lots of education. 271 00:25:57.019 --> 00:26:01.659 We also have a huge population of seniors that don't have any resources at all and so, 272 00:26:01.659 --> 00:26:05.659 we wanted to sort of distinguish our strategy development for them. 273 00:26:05.659 --> 00:26:07.919 And then, the second group is kind of mushy. 274 00:26:07.919 --> 00:26:11.619 It's singles and couples that don't have kids in the household. 275 00:26:11.619 --> 00:26:22.999 We saw a bifurcation of households that have the resources and those that don't. 276 00:26:22.999 --> 00:26:32.859 We set benchmarks for getting people involved in the segment, as well as the library, as 277 00:26:32.859 --> 00:26:37.119 well as finding segments that weren't using the library yet. 278 00:26:37.119 --> 00:26:41.970 Finding the neighborhoods where we didn't see a lot of cardholders. 279 00:26:41.970 --> 00:26:50.970 I might say also that the, using the little pie charts is helping us cluster our library 280 00:26:50.970 --> 00:26:51.970 branches. 281 00:26:51.970 --> 00:26:56.059 They may not have been next to each other geographically, now we're clustering them 282 00:26:56.059 --> 00:26:58.200 by who they serve. 283 00:26:58.200 --> 00:27:03.570 It becomes customerdriven by the staff and they feel very empowered to sort of tweak 284 00:27:03.570 --> 00:27:10.669 and tailor their branch service mix, based on the population they're serving. 285 00:27:10.669 --> 00:27:20.999 We modeled all the demographic information in town on a national study of adult learners. 286 00:27:20.999 --> 00:27:26.539 And we came up with a high challenge, adult literacy map and this is the first time that 287 00:27:26.539 --> 00:27:28.850 our community had actually seen data like this. 288 00:27:28.850 --> 00:27:34.710 We know we had a tremendous number of adults that had low educations and marginal occupations 289 00:27:34.710 --> 00:27:39.700 and were probably in those years in the category of totally out of work. 290 00:27:39.700 --> 00:27:42.809 Probably close to losing their homes, et cetera. 291 00:27:42.809 --> 00:27:47.820 And so, this, this map actually helped us, this is the hot hot hot spot. 292 00:27:47.820 --> 00:27:53.059 These are all high challenge adult literacy census blocks and you can see some of them 293 00:27:53.059 --> 00:27:55.070 are really super high challenged. 294 00:27:55.070 --> 00:27:59.120 And those are the ones that we found actually were in the category called new west. 295 00:27:59.120 --> 00:28:01.960 Which means they moved to the U.S. in the last ten years. 296 00:28:01.960 --> 00:28:03.840 They're the foreign nationals. 297 00:28:03.840 --> 00:28:06.570 We used this to reposition the library in town. 298 00:28:06.570 --> 00:28:11.289 Before the recession, nobody in Vegas worked together, it was a very low collaboration 299 00:28:11.289 --> 00:28:13.320 city. 300 00:28:13.320 --> 00:28:18.759 And we were able to take this to the United Way, to our Economic Development Authority, 301 00:28:18.759 --> 00:28:25.320 to our School Board and to the executive staff at the school district and say, we are now 302 00:28:25.320 --> 00:28:30.649 targeting our adult education classes with him. 303 00:28:30.649 --> 00:28:41.169 Now we are moving one of our libraries closer into the area that is the spur hot spot. 304 00:28:41.169 --> 00:28:49.739 Those are actually also families that have low English and low income and low occupational 305 00:28:49.739 --> 00:28:50.739 opportunity. 306 00:28:50.739 --> 00:28:55.599 The latest grant we received from the IMLS is called the Power Patrons Survey. 307 00:28:55.599 --> 00:28:58.620 All the data we're using is based on checkouts. 308 00:28:58.620 --> 00:29:02.960 That's the only data our particular system has at this moment. 309 00:29:02.960 --> 00:29:07.309 We want to get more data in terms of what are the  what's the behavior in downloads? 310 00:29:07.309 --> 00:29:09.970 What's the behavior in computer use? 311 00:29:09.970 --> 00:29:13.340 What's the behavior in program attendance. 312 00:29:13.340 --> 00:29:19.519 This particular study is really looking at power patrons and the vendor we've been using, 313 00:29:19.519 --> 00:29:24.259 Civic Tech has ten other national libraries we're doing the study with. 314 00:29:24.259 --> 00:29:32.019 We're able to see the long tail of use, a lot of our cardholders are in that one to 315 00:29:32.019 --> 00:29:34.159 forty checkouts a year. 316 00:29:34.159 --> 00:29:36.999 This is 2014 data. 317 00:29:36.999 --> 00:29:40.979 There's a long tail of folks that are using up to 400 items a year. 318 00:29:40.979 --> 00:29:48.059 We looked at the 20% of the long tail and then mapped them out to the market segments. 319 00:29:48.059 --> 00:29:53.879 This is telling us, are the power patrons mirroring the kinds of households that we're 320 00:29:53.879 --> 00:29:56.169 seeing across the rest of the community? 321 00:29:56.169 --> 00:30:01.869 And it becomes, for us, a way, not only to do a community needs assessment, but to benchmark 322 00:30:01.869 --> 00:30:11.159 our future progress as we try to get more of the households into the library using it. 323 00:30:11.159 --> 00:30:15.599 This particular study will come out in September, I will have a few highlights that come out 324 00:30:15.599 --> 00:30:21.440 in ALA and we'll go ahead and put the publication out in September. 325 00:30:21.440 --> 00:30:26.440 So take a look at that when it comes out. 326 00:30:26.440 --> 00:30:30.820 Of course, the closing thought is that as we don't have to do so much with managing 327 00:30:30.820 --> 00:30:36.929 the things, we actually get to do the very, very exciting work at building our community. 328 00:30:36.929 --> 00:30:43.029 And...for Vegas, we're really thrilled that we were able to use these private sector tools, 329 00:30:43.029 --> 00:30:47.690 quickly assess our community and then use the other kinds of community engagement strategies 330 00:30:47.690 --> 00:30:52.999 so we know who we're serving and better able to use and get as Maura said, the biggest 331 00:30:52.999 --> 00:31:02.700 bang for the buck for the resources we still have after the recession. 332 00:31:02.700 --> 00:31:03.700 Thank you. 333 00:31:03.700 --> 00:31:04.700 >> Great, super. 334 00:31:04.700 --> 00:31:05.700 [applause] >> Thanks, Danielle. 335 00:31:05.700 --> 00:31:08.099 Danielle's given us a broad view, now we'll go to a narrower view. 336 00:31:08.099 --> 00:31:15.799 Jacquie will talk about working with a specific group of individuals in the community. 337 00:31:15.799 --> 00:31:16.799 >> Thank you, Susan. 338 00:31:16.799 --> 00:31:18.289 Thank you, IMLS for inviting me to be here today. 339 00:31:18.289 --> 00:31:25.469 I'm delighted to be representing Infopeople and I'm talking to you about a California 340 00:31:25.469 --> 00:31:31.080 state library, statewide initiative, the Veterans Connect at the Library. 341 00:31:31.080 --> 00:31:37.659 Now going into its fourth year with IMLSfunding and a significant amount of local resources 342 00:31:37.659 --> 00:31:38.700 as well. 343 00:31:38.700 --> 00:31:44.489 So...it is absolutely appropriate that California be taking the lead in this. 344 00:31:44.489 --> 00:31:52.029 The military continues its draw down in spite of what's going on in the news today. 345 00:31:52.029 --> 00:31:58.129 Military troops are being sent home from southwest Asia and the military force is being drawn 346 00:31:58.129 --> 00:32:00.710 down and reduced overall. 347 00:32:00.710 --> 00:32:08.600 Approximately 160,000 military service members are discharged every year and over 10% of 348 00:32:08.600 --> 00:32:11.129 those Veterans come to California. 349 00:32:11.129 --> 00:32:17.499 They're either discharged at a base in California or they return to their home state or they 350 00:32:17.499 --> 00:32:18.849 relocate here. 351 00:32:18.849 --> 00:32:25.979 So...it is, again, it's perfectly appropriate and it was spot on for California to recognize 352 00:32:25.979 --> 00:32:32.479 that Veterans in their communities are in need of connecting and what better place than 353 00:32:32.479 --> 00:32:39.570 a trusted and confidential, with professional staff, and help, than at a public library. 354 00:32:39.570 --> 00:32:46.029 So...sadly, a very high percentage of Veterans across the country are not connecting, not 355 00:32:46.029 --> 00:32:51.899 tapping in and not receiving benefits and services for which they may be eligible. 356 00:32:51.899 --> 00:32:57.850 A lot of that, we've been told that every Veteran or every discharged service member 357 00:32:57.850 --> 00:33:01.589 goes through a week before it, of debriefing. 358 00:33:01.589 --> 00:33:05.499 It's called transition assistance program, TAP. 359 00:33:05.499 --> 00:33:12.249 It's a one week of very, very condensed, very structured, information dumping. 360 00:33:12.249 --> 00:33:17.440 One Veteran told me it's about 100 pounds of information received in maybe, they get 361 00:33:17.440 --> 00:33:22.119 the week and maybe they're out of town that week or they're on duty somewhere and so they 362 00:33:22.119 --> 00:33:23.489 don't get the full week. 363 00:33:23.489 --> 00:33:28.621 Nevertheless, they come out of this with all this information that couldn't possibly, could 364 00:33:28.621 --> 00:33:34.909 they retain after one, one session and so many are anxious about returning and they're 365 00:33:34.909 --> 00:33:37.110 nervous and they're excited. 366 00:33:37.110 --> 00:33:41.559 So really coming out of it, someone else told me, all I can think about is the next In and 367 00:33:41.559 --> 00:33:44.429 Out burger they're going to get. 368 00:33:44.429 --> 00:33:50.419 Some are young, some are not so young, they've had a lot of information given to them and 369 00:33:50.419 --> 00:33:52.679 couldn't possibly remember everything. 370 00:33:52.679 --> 00:33:56.859 What they do remember, the younger Veterans are connected to the Higher Education. 371 00:33:56.859 --> 00:34:00.880 They went in for those benefits, they come out knowing. 372 00:34:00.880 --> 00:34:02.870 That's often the really strong link. 373 00:34:02.870 --> 00:34:07.070 They go to their community college or they get enrolled with their GI bill and they know 374 00:34:07.070 --> 00:34:08.169 those benefits. 375 00:34:08.169 --> 00:34:14.300 But so many come out and they are totally off the grid in terms of what they're getting. 376 00:34:14.300 --> 00:34:19.620 And this goes back, we talked with Vietnam Veterans who had very, very little assistance, 377 00:34:19.620 --> 00:34:23.750 but you, and you'd think there would have been progress, but even today, Veterans are 378 00:34:23.750 --> 00:34:26.710 coming out, not knowing their benefits and services. 379 00:34:26.710 --> 00:34:31.320 So...without getting those services, they're leaving a lot of federal money on the table 380 00:34:31.320 --> 00:34:32.870 and then they turn to the state. 381 00:34:32.870 --> 00:34:34.460 So it's a drain on the state services. 382 00:34:34.460 --> 00:34:39.490 So, it's really to our advantage to get these folks connected to what services and benefits 383 00:34:39.490 --> 00:34:42.409 they can, that they're eligible for. 384 00:34:42.409 --> 00:34:44.390 And it's really our responsibility. 385 00:34:44.390 --> 00:34:50.500 They have served us and for what we can provide to them, it's, it's really on, on us and it's, 386 00:34:50.500 --> 00:34:53.830 it's, it makes you very proud to be part of their life. 387 00:34:53.830 --> 00:35:00.230 And just to give you an idea of what the diversity is, I attend a VA women Veterans event in 388 00:35:00.230 --> 00:35:05.680 Chico, California. 389 00:35:05.680 --> 00:35:08.490 It's a rural northern California county. 390 00:35:08.490 --> 00:35:15.130 The VA has a Health Care system targeting women, Veterans in these rural communities 391 00:35:15.130 --> 00:35:20.860 and really trying to bring down barriers of service to these women Veterans. 392 00:35:20.860 --> 00:35:28.970 It was an opportunity, and the library was offered to host the event and so, it brought 393 00:35:28.970 --> 00:35:34.580 these women, about 50 women had signed up through their VA connection to come to the 394 00:35:34.580 --> 00:35:41.890 Chico Library and spend a day of rejuvenation and rest, they had healing touch, massage, 395 00:35:41.890 --> 00:35:47.190 makeup and manicures. 396 00:35:47.190 --> 00:35:51.710 While the public was circulating still, these women were going to different offices that 397 00:35:51.710 --> 00:35:57.410 were little nooks and crannies set up so they could go and have this day of refreshment. 398 00:35:57.410 --> 00:36:02.760 But just to give you an idea, we had a luncheon at the end of the day, they asked, who is 399 00:36:02.760 --> 00:36:09.410 the oldest in the room, and there were two, 91 and 90yearolds from World War II really, 400 00:36:09.410 --> 00:36:12.320 really special women and boy were they in great shape. 401 00:36:12.320 --> 00:36:14.120 A real inspiration. 402 00:36:14.120 --> 00:36:18.620 As well as a young 28yearold, recently discharged. 403 00:36:18.620 --> 00:36:22.010 So...talking about diversity of a population. 404 00:36:22.010 --> 00:36:23.240 This is just one room. 405 00:36:23.240 --> 00:36:28.560 So you know that over the, over the span of the country, we're really dealing with folks 406 00:36:28.560 --> 00:36:33.830 that are looking for burial rights for their spouses, and hearing aid help and then to 407 00:36:33.830 --> 00:36:40.150 the extreme of trying to connect to those education waivers and what's in their GI bill. 408 00:36:40.150 --> 00:36:47.040 And drilling down to what's my DD214, the piece of identification, when you get discharged 409 00:36:47.040 --> 00:36:51.720 from the military, you have to have that and if you, if you left the military and you don't 410 00:36:51.720 --> 00:36:56.200 remember what it was or you didn't, you lost that piece of information, you now, a lot 411 00:36:56.200 --> 00:37:02.000 of libraries are helping Veterans find that identification so that they can connect with 412 00:37:02.000 --> 00:37:05.370 VA or whatever it is, the benefits they're looking for. 413 00:37:05.370 --> 00:37:11.060 So...just to give you some background, how it started in California was our department 414 00:37:11.060 --> 00:37:14.530 of, the California Department of Veterans' Affairs. 415 00:37:14.530 --> 00:37:29.850 CalVet approached the libraries in the communities, how can libraries help in getting Veterans 416 00:37:29.850 --> 00:37:32.060 connected to these benefits? 417 00:37:32.060 --> 00:37:37.340 When a military member's discharged, the Department of Education immediately shuts down the email 418 00:37:37.340 --> 00:37:38.500 for that person. 419 00:37:38.500 --> 00:37:43.250 There's no communication between Department of Defense and the various state departments 420 00:37:43.250 --> 00:37:46.860 of Veterans affairs and how to try to connect with those people. 421 00:37:46.860 --> 00:37:49.970 It's really on the Veteran to make the connection. 422 00:37:49.970 --> 00:37:55.850 Unless they go out with the medical discharge or that, like I said, they go directly to 423 00:37:55.850 --> 00:38:01.130 their community college or their university, there's a gap of communication and so, we 424 00:38:01.130 --> 00:38:03.630 don't have the ability to connect with them. 425 00:38:03.630 --> 00:38:10.020 So, it's up to the state Department of Veterans' Affairs, in our case, CalVet that do outreach. 426 00:38:10.020 --> 00:38:18.440 They depend on the Veterans service officers, they depend on a different notforprofit Veteran 427 00:38:18.440 --> 00:38:25.670 organizations and, and sadly, the younger vets that are coming out, we found out, don't 428 00:38:25.670 --> 00:38:34.730 relate to the other organizations that have been around a long time. 429 00:38:34.730 --> 00:38:40.400 They're not so genderfriendly sometimes, and age is a difference, so they just don't see 430 00:38:40.400 --> 00:38:42.660 themselves as a Veteran of that group. 431 00:38:42.660 --> 00:38:47.920 So, again, if they're not connected through their school or some other affiliation, they 432 00:38:47.920 --> 00:38:50.620 really do miss out on a lot of these benefits. 433 00:38:50.620 --> 00:38:58.230 So...through CalVet being our guide and partner in this whole development of how can libraries, 434 00:38:58.230 --> 00:39:04.631 what can we do in communities, they suggested to us, if we could create some kind of, even 435 00:39:04.631 --> 00:39:14.850 a person on the staff or a volunteer, that could just listening, could we get good listeners? 436 00:39:14.850 --> 00:39:17.000 We could create an in a box model. 437 00:39:17.000 --> 00:39:25.130 What could we do that would be as least of a burden as possible and create a collection 438 00:39:25.130 --> 00:39:30.010 of materials that would be specific to Veteran issues in the current. 439 00:39:30.010 --> 00:39:35.700 We could build a volunteer core that would be the point people for the, for the Veteran 440 00:39:35.700 --> 00:39:41.310 to come into and provide, and CalVet said if we could get a laptop, a printer, that 441 00:39:41.310 --> 00:39:42.580 would be huge. 442 00:39:42.580 --> 00:39:48.700 A lot of organizations still depend on printing and faxing. 443 00:39:48.700 --> 00:40:05.910 It's very dated, but even in the four years they've been involved, we're seeing progress. 444 00:40:05.910 --> 00:40:13.430 It is statewide and growing, we do field a lot of questions and support, we provide the 445 00:40:13.430 --> 00:40:19.630 support, but it's really a, it's on that point person at the library to be the outreach and 446 00:40:19.630 --> 00:40:25.070 the contact for us, but, another really key thing is to get involved in what the organizations 447 00:40:25.070 --> 00:40:28.600 are already, who is already serving Veterans in your community? 448 00:40:28.600 --> 00:40:34.960 That's why we found the project level, the statewide level, it's really about the community 449 00:40:34.960 --> 00:40:40.540 needs assessment, drilled down to who's in that community and what's already going on. 450 00:40:40.540 --> 00:40:45.491 We never intended and we made that very clear to all of the partners that we made, we're 451 00:40:45.491 --> 00:40:50.900 not here to duplicate any services, we're strictly about referring and getting that 452 00:40:50.900 --> 00:40:53.870 Veteran, maybe just being a good listener. 453 00:40:53.870 --> 00:40:57.690 Our volunteers are Veterans themselves or military families. 454 00:40:57.690 --> 00:41:01.160 That's who we're targeting as volunteers. 455 00:41:01.160 --> 00:41:07.270 They really have a sense of, of what that Veteran may have been, what their life might 456 00:41:07.270 --> 00:41:08.370 have been like. 457 00:41:08.370 --> 00:41:13.220 Because as much as I want to be part of that community, I am not and I never will be and 458 00:41:13.220 --> 00:41:17.040 I really feel that when I'm in a group of, especially young Veterans. 459 00:41:17.040 --> 00:41:22.110 They just have a real camaraderie and I so respect that. 460 00:41:22.110 --> 00:41:27.350 Getting the volunteer to be a Veteran or military family member has been pivotal. 461 00:41:27.350 --> 00:41:34.470 But knowing the community you're in, and in every community, we're in currently, it's 462 00:41:34.470 --> 00:41:35.570 all very different. 463 00:41:35.570 --> 00:41:39.030 Some are really connected to the employment development department. 464 00:41:39.030 --> 00:41:41.700 They've been a really good resource for us. 465 00:41:41.700 --> 00:41:46.370 Others have been to their county Veterans service officers or other organizations within 466 00:41:46.370 --> 00:41:47.370 the community. 467 00:41:47.370 --> 00:41:51.900 So we have found that to be really key in making this successful in each community we're 468 00:41:51.900 --> 00:41:52.900 in. 469 00:41:52.900 --> 00:41:58.260 I'd like to say we've been at, we're 24 now, but after July 1st, we think we'll be at 40 470 00:41:58.260 --> 00:42:00.470 different sites. 471 00:42:00.470 --> 00:42:03.530 One of our branches is Sacramento Public Library. 472 00:42:03.530 --> 00:42:11.530 One of the branches has opened up her branch one morning every month, ahead of the public 473 00:42:11.530 --> 00:42:18.040 library schedule and offers them, the Veterans that happen to live in a residential facility 474 00:42:18.040 --> 00:42:22.610 down the street, they come and it's a special field trip for these vets. 475 00:42:22.610 --> 00:42:26.310 It's actually now, there's a certain amount of time they were. 476 00:42:26.310 --> 00:42:33.370 They're house restricted, but at a certain level, they can go to the library, that's 477 00:42:33.370 --> 00:42:35.030 their field trip perks. 478 00:42:35.030 --> 00:42:41.720 So, Kristi, the branch manager has opened up the library on these Friday mornings just 479 00:42:41.720 --> 00:42:46.140 to these Veterans where they can come in, they get computer access, they can get staff 480 00:42:46.140 --> 00:42:51.990 assistance with creating resumes or working on their, any other research they're doing 481 00:42:51.990 --> 00:42:56.750 or they could just sit and read the newspaper in the big living room of this library. 482 00:42:56.750 --> 00:43:02.620 They've told us through these focus groups we held how special that makes them feel and 483 00:43:02.620 --> 00:43:08.810 these are, these are guys that are not prone to being touchyfeely ones. 484 00:43:08.810 --> 00:43:12.270 This makes them really feel very respected and honored. 485 00:43:12.270 --> 00:43:22.340 So, I, that's been a great, a great learning piece, but...so, we have a 12step model that 486 00:43:22.340 --> 00:43:27.010 we've created that we're trying to kind of package and refine so we can make this as 487 00:43:27.010 --> 00:43:32.780 simple as possible for libraries to take on, again, building that collection, getting the 488 00:43:32.780 --> 00:43:38.660 laptop and the, the chrome books, that was another CalVet suggested if we could have 489 00:43:38.660 --> 00:43:43.390 something people could work on on their own. 490 00:43:43.390 --> 00:43:50.390 So we check out chrome books inside the library for the Veterans and/or their family members. 491 00:43:50.390 --> 00:43:56.150 And we really do try to make that, make that clear that family members are often the connection 492 00:43:56.150 --> 00:43:57.750 that we have initially. 493 00:43:57.750 --> 00:44:04.100 A Veteran, through this project, we found that Veterans often don't selfidentify as 494 00:44:04.100 --> 00:44:05.100 Veterans. 495 00:44:05.100 --> 00:44:11.520 One of the basic questions we've learned and shared with our library partners is not to 496 00:44:11.520 --> 00:44:14.270 ask the question are you a Veteran? 497 00:44:14.270 --> 00:44:16.840 But have you served in the military? 498 00:44:16.840 --> 00:44:24.810 Interestingly enough, women in particular are a very, mostlikely not to identify themselves 499 00:44:24.810 --> 00:44:25.810 as a Veteran. 500 00:44:25.810 --> 00:44:31.760 I met a woman who had a long time friendship with another woman and neither of them had 501 00:44:31.760 --> 00:44:35.100 ever mentioned together that they had served in the military. 502 00:44:35.100 --> 00:44:38.720 After knowing each other for years. 503 00:44:38.720 --> 00:44:41.310 It's a mindset. 504 00:44:41.310 --> 00:44:43.170 We're learning it's a different look. 505 00:44:43.170 --> 00:44:51.580 It's not our parents or our grandparents, it can be someone very young and very unassuming. 506 00:44:51.580 --> 00:44:57.210 But, some of these vets don't selfidentify, but they do so consciously and they don't 507 00:44:57.210 --> 00:45:00.850 want to be part of that organization. 508 00:45:00.850 --> 00:45:05.180 It is through a family member or friend that is often the person that will make that connection 509 00:45:05.180 --> 00:45:06.380 for us. 510 00:45:06.380 --> 00:45:15.480 So...I think that's, I think that sums up my, our Veterans Connect project. 511 00:45:15.480 --> 00:45:19.320 It's growing and we're very proud to be part of this community. 512 00:45:19.320 --> 00:45:25.520 And...we have, in fact, in this library, I was talking to some volunteers. 513 00:45:25.520 --> 00:45:32.160 A gentleman was going up the escalator, showing her the key to his new apartment because of 514 00:45:32.160 --> 00:45:39.040 the connection he had with the woman that was sitting on the floor next to him. 515 00:45:39.040 --> 00:45:41.550 >> Thank you, great. 516 00:45:41.550 --> 00:45:47.240 [applause] >> All right, we're going to stop talking 517 00:45:47.240 --> 00:45:53.510 for awhile and ask you to think about questions that you might have of us. 518 00:45:53.510 --> 00:45:55.120 And happy to answer. 519 00:45:55.120 --> 00:45:58.860 And we've got questions that can come in live stream as well. 520 00:45:58.860 --> 00:46:02.980 I wonder, is there anyone that has a question straight away? 521 00:46:02.980 --> 00:46:04.260 Yep? 522 00:46:04.260 --> 00:46:11.790 >> I have a question for Danielle about accessing the tapestry resources, is that something 523 00:46:11.790 --> 00:46:16.590 you got grant funding for or did you get it in kind? 524 00:46:16.590 --> 00:46:23.830 >> We actually received our first LSTA grant, it was 2009 money, we got it in 2010 and started 525 00:46:23.830 --> 00:46:28.000 to set up the system, which is this dynamic system. 526 00:46:28.000 --> 00:46:36.290 We worked with the vendor Civic Technologies and since that time, they've gone out to many 527 00:46:36.290 --> 00:46:42.350 different public libraries, so over the last five years, we continued to get a bit of grant 528 00:46:42.350 --> 00:46:45.440 money here and there to refine that. 529 00:46:45.440 --> 00:46:52.540 And...now that we're working on the Power Patron Project, we identified ten libraries, 530 00:46:52.540 --> 00:47:01.160 small, medium and large, who, and, together, I think we have over 18 million checkouts 531 00:47:01.160 --> 00:47:06.610 and you know, all of the data that we're looking at, not only in terms of each of our systems, 532 00:47:06.610 --> 00:47:09.030 but across the country. 533 00:47:09.030 --> 00:47:14.230 So that we can actually start to see which library systems might have similar kinds of 534 00:47:14.230 --> 00:47:19.140 community populations and we can create some learning communities around sharing information 535 00:47:19.140 --> 00:47:25.030 on what works there. 536 00:47:25.030 --> 00:47:39.460 >> Good morning, I'm with the Consumer Financial Protection Bureau, a new federal agency. 537 00:47:39.460 --> 00:47:45.870 I worked with some of you here, we're doing a slot of work with libraries. 538 00:47:45.870 --> 00:47:51.100 I actually have a question, but before I do, can you repeat the name of the database? 539 00:47:51.100 --> 00:47:58.970 >> We are using, we started out with EZRE's tapestry and Civic Technology's has added 540 00:47:58.970 --> 00:48:02.710 a second database called Landscape.. 541 00:48:02.710 --> 00:48:05.120 >> Thanks. 542 00:48:05.120 --> 00:48:14.740 My question is what kind of assessment work have you done in terms of serving the walkins 543 00:48:14.740 --> 00:48:17.730 versus people who access your services online? 544 00:48:17.730 --> 00:48:20.970 I hope I'm making sense of my question. 545 00:48:20.970 --> 00:48:22.540 >> Is that for Kristin? 546 00:48:22.540 --> 00:48:25.850 >> For any of you. 547 00:48:25.850 --> 00:48:32.410 We feel we have patrons that come to the library and get books, but a lot are accessing your 548 00:48:32.410 --> 00:48:33.690 services online. 549 00:48:33.690 --> 00:48:36.920 So have you done work in that space? 550 00:48:36.920 --> 00:48:40.440 >> I'd say that's our biggest challenge in the industry. 551 00:48:40.440 --> 00:48:48.400 Is that the online services, it's very, well, unless they're doing a database, we are lacking 552 00:48:48.400 --> 00:48:49.400 data. 553 00:48:49.400 --> 00:48:52.490 In terms of who is walking in and coming into the programs. 554 00:48:52.490 --> 00:48:54.270 We have great and vibrant partnerships. 555 00:48:54.270 --> 00:48:59.220 We have found, like Kristin found, that some of the more helpful programs that we really 556 00:48:59.220 --> 00:49:04.160 spend a lot of time developing, we're not getting the kind of program participation 557 00:49:04.160 --> 00:49:07.160 that we want. 558 00:49:07.160 --> 00:49:09.380 That would be our biggest challenge. 559 00:49:09.380 --> 00:49:15.660 Trying to get a bar code scan or find out they don't have a card. 560 00:49:15.660 --> 00:49:21.970 We're working on a database where they never have to show up to the library to get an activated 561 00:49:21.970 --> 00:49:22.970 card. 562 00:49:22.970 --> 00:49:26.170 They can work from home or their office. 563 00:49:26.170 --> 00:49:37.010 >> We, we certainly try to service people who come in through our, we have very, very 564 00:49:37.010 --> 00:49:46.480 vibrant, very, very busy, always underresourced, virtual telephone and email reference service 565 00:49:46.480 --> 00:49:50.050 called askNYPL. 566 00:49:50.050 --> 00:49:58.920 We make sure that staff from that service are part of the librarians who are continuously 567 00:49:58.920 --> 00:50:06.050 trained with the online training modules we have. 568 00:50:06.050 --> 00:50:18.450 So one of the ways we help people who choose not to come in or are outside the city is 569 00:50:18.450 --> 00:50:19.630 to ask NYPL. 570 00:50:19.630 --> 00:50:28.160 We also have advisory services in the entrepreneurship area and in the job coaching area. 571 00:50:28.160 --> 00:50:32.480 We have 20 volunteer career coaches. 572 00:50:32.480 --> 00:50:35.970 All of whom are certified. 573 00:50:35.970 --> 00:50:39.050 Some work on the outside and out placement. 574 00:50:39.050 --> 00:50:46.610 They give about four hours a week onsite, but more of them now are starting to offer 575 00:50:46.610 --> 00:50:47.980 Skype coaching. 576 00:50:47.980 --> 00:50:57.250 So, we have started in the advisory services, working, we have one job out placement coach 577 00:50:57.250 --> 00:51:04.820 who Skypes in from Singapore, for example. 578 00:51:04.820 --> 00:51:11.811 Of the eleven modules where we did an intensive three to fourhour handson training of our 579 00:51:11.811 --> 00:51:16.360 front line staff, eight of those are also available online. 580 00:51:16.360 --> 00:51:26.750 So that, with both our volunteer financial coaches, as well as our library staff and 581 00:51:26.750 --> 00:51:33.360 people who come through Ask, we are able to refer them, not only to the vetted web resources, 582 00:51:33.360 --> 00:51:41.700 but to the whole process of going through a module on insurance or identity theft or 583 00:51:41.700 --> 00:51:43.360 living on the financial edge. 584 00:51:43.360 --> 00:51:50.250 So we have several levels that we can use virtually. 585 00:51:50.250 --> 00:51:59.400 >> Maria, will you identify >> Maria Carpenter from Santa Monica. 586 00:51:59.400 --> 00:52:01.360 Kristin, your program sounds amazing. 587 00:52:01.360 --> 00:52:04.290 I was wondering, who designed the curriculum? 588 00:52:04.290 --> 00:52:11.310 >> I should have mentioned that, I was so  I tend to go off on segues, I was so determined 589 00:52:11.310 --> 00:52:14.670 not to go over that I left out some crucial things. 590 00:52:14.670 --> 00:52:24.720 A fabulous, fabulous team from Rutgers University from the Cooperative Extension program at 591 00:52:24.720 --> 00:52:27.340 Rutgers. 592 00:52:27.340 --> 00:52:36.520 She is considered, Barb O'Neill, is considered one of the deans of consumer personal finance 593 00:52:36.520 --> 00:52:37.520 education. 594 00:52:37.520 --> 00:52:39.560 The reason they were such dreams. 595 00:52:39.560 --> 00:52:45.910 Anyone who is really interested, I should say that I, I'm, I didn't look as closely 596 00:52:45.910 --> 00:52:46.940 as I should have. 597 00:52:46.940 --> 00:52:57.960 I'd be happy to answer any other questions, but my email or my web address there should 598 00:52:57.960 --> 00:53:06.930 be, for this project, should be NYPL.org/civil (?) Not underscore. 599 00:53:06.930 --> 00:53:18.810 And she, one of the byproducts of this project and why I underscored the point that regardless 600 00:53:18.810 --> 00:53:26.900 of how wellresourced you are, where we are, I don't think libraries, I think IMLS helps 601 00:53:26.900 --> 00:53:35.320 us, I think Urban Library helps us, ALA helps us, but I don't think we truly appreciate 602 00:53:35.320 --> 00:53:43.510  we think of ourselves as serving the end user, our patrons in these 64 different kinds 603 00:53:43.510 --> 00:53:45.030 of households. 604 00:53:45.030 --> 00:53:55.240 We are a huge partner, and we truly serve NGOs and the trilite government agencies. 605 00:53:55.240 --> 00:54:07.040 In the case of Barbara O'Neill, she's tapped, I'd say, by six or seven different consumer 606 00:54:07.040 --> 00:54:09.670 academic organizations or whatever. 607 00:54:09.670 --> 00:54:16.710 But having worked with us now, we taught her how to create Avatars, for example, we were 608 00:54:16.710 --> 00:54:27.260 able to give her team, which had this incredible knowledge and created these, these scripts 609 00:54:27.260 --> 00:54:35.860 and these interactive exercises, and the vetted websites, but we gave her 21st century technology 610 00:54:35.860 --> 00:54:43.460 tools and as a result, she goes all over the country talking about libraries and the role 611 00:54:43.460 --> 00:55:00.740 they play, she, we've become not only a consumer of her, untouchable personal finance information. 612 00:55:00.740 --> 00:55:06.270 We have done what we do well, which is teach and she goes on military bases and does the 613 00:55:06.270 --> 00:55:08.450 financial planning there. 614 00:55:08.450 --> 00:55:15.290 >> Hi, Susan McVey at the Oklahoma Department of Public Libraries. 615 00:55:15.290 --> 00:55:21.200 All of you use volunteers in the programs and outreach that you do. 616 00:55:21.200 --> 00:55:26.360 I'd be interested in your comments about how you go about recruiting them or what you found, 617 00:55:26.360 --> 00:55:35.080 I think Jacquie touched on it briefly in terms of working or selecting military family members 618 00:55:35.080 --> 00:55:42.160 or Veterans themselves to use, but any tips or observations you found about how you went 619 00:55:42.160 --> 00:55:46.250 through that and how it all worked out. 620 00:55:46.250 --> 00:55:48.890 >> I'll start, thank you. 621 00:55:48.890 --> 00:55:51.110 Yes, that was our goal. 622 00:55:51.110 --> 00:55:56.250 The goal of using volunteers was because they are already so connected in their communities, 623 00:55:56.250 --> 00:56:02.940 but also to take the burden off library staff, it would be one person managing the volunteers. 624 00:56:02.940 --> 00:56:08.710 What we have found, however, it's a challenge, volunteers come in and they're very excited 625 00:56:08.710 --> 00:56:13.540 and very passionate and ready to serve and ready to help, but there is not this steady 626 00:56:13.540 --> 00:56:15.850 flow of Veterans coming in the door. 627 00:56:15.850 --> 00:56:21.760 So we ask that they were doing actually a series of webinars now to train volunteers 628 00:56:21.760 --> 00:56:25.430 and these are highly skilled, ready to go, volunteers. 629 00:56:25.430 --> 00:56:28.570 Like I said, often Veterans themselves. 630 00:56:28.570 --> 00:56:34.869 We're trying to give them new sets of skills, like how to help a Veteran transfer their 631 00:56:34.869 --> 00:56:42.340 military skills into civilian language, so, on an employment resume, they can speak civilian. 632 00:56:42.340 --> 00:56:46.890 And...and really, and showcase what they, they do. 633 00:56:46.890 --> 00:56:54.490 We're trying to give our volunteers more sets of ideas to incorporate while they're on the 634 00:56:54.490 --> 00:56:55.680 job. 635 00:56:55.680 --> 00:57:00.540 Sadly, volunteers are leaving because they're not getting the hours of service they had 636 00:57:00.540 --> 00:57:02.150 hoped or the interaction. 637 00:57:02.150 --> 00:57:09.180 We tapped into, to make up for that or to supplement the VA officers a workstudy program, 638 00:57:09.180 --> 00:57:16.140 with students from in their, when they're in their, using the GI bill that they can 639 00:57:16.140 --> 00:57:22.630 be placed in community resources, so we've got four sites now that are approved by the 640 00:57:22.630 --> 00:57:27.680 VA as being workstudy sites and one as already placed their students. 641 00:57:27.680 --> 00:57:33.060 So these are great, these are Veterans sitting in your library bringing really great sets 642 00:57:33.060 --> 00:57:36.310 of skills and they're being paid by the VA. 643 00:57:36.310 --> 00:57:37.390 So, it's a winwin. 644 00:57:37.390 --> 00:57:39.920 We're hoping to build on that. 645 00:57:39.920 --> 00:57:52.910 The volunteer piece can be a challenge, but they're ombudsmen, that's been a great experience, 646 00:57:52.910 --> 00:57:53.940 thanks. 647 00:57:53.940 --> 00:57:57.440 >> We have a multipronged approach. 648 00:57:57.440 --> 00:58:08.680 NYPL is huge, there's a fabulous volunteer office run centrally, but we get most of our 649 00:58:08.680 --> 00:58:16.860 volunteers by strategic partnering with professional and trade associations that have a mandate, 650 00:58:16.860 --> 00:58:23.100 as due these federal offices have a mandate to do consumer education in their, and they're 651 00:58:23.100 --> 00:58:27.980 evaluated on it and we provide a place for them to get the foot traffic. 652 00:58:27.980 --> 00:58:35.500 The same is true for these professional associations that have a pro bono mandate and some certified 653 00:58:35.500 --> 00:58:46.300 financial planners or CFA, Chartered Financial Analysts or CPAs, New York State Society of 654 00:58:46.300 --> 00:58:54.400 Certified Public Accountants. 655 00:58:54.400 --> 00:58:57.710 They're providing a service, we're providing them a service. 656 00:58:57.710 --> 00:59:05.260 And I, I, I can't underscore that enough. 657 00:59:05.260 --> 00:59:13.630 In the financial education arena, which does involve financial products, et cetera, one 658 00:59:13.630 --> 00:59:26.240 must have a QC, a Quality Assurance element and the way we have found works wonderfully, 659 00:59:26.240 --> 00:59:36.230 I mentioned that throughout the system, we do, well, at, I should only talk about SIBL, 660 00:59:36.230 --> 00:59:43.160 if you take all our advisory services with the entrepreneurs, the financial advisors, 661 00:59:43.160 --> 00:59:55.860 the credit coaches, the tax advisors, the Medicare advisors, the entrylevel job search, 662 00:59:55.860 --> 01:00:06.660 the executive job search, if you take all of those together, we have about 4500 of these 663 01:00:06.660 --> 01:00:12.060 oneonone, 30 to 60minute sessions. 664 01:00:12.060 --> 01:00:17.290 We do it using an online platform that you can subscribe to called Genbook [phonetic], 665 01:00:17.290 --> 01:00:23.440 where people can sign up. 666 01:00:23.440 --> 01:00:27.960 We have the same problem of eager volunteers who become less eager when they give up their 667 01:00:27.960 --> 01:00:33.500 Saturday for four hours and two out of the four people don't show up because it's a free 668 01:00:33.500 --> 01:00:34.500 service. 669 01:00:34.500 --> 01:00:39.630 So, there is the ability to comment and it is amazing. 670 01:00:39.630 --> 01:00:45.650 I read you from people who's language, first language is not English. 671 01:00:45.650 --> 01:00:52.690 People are very frank and out of, in the five years we've been doing the financial planning, 672 01:00:52.690 --> 01:00:57.400 there've been only three instances, but in it, they said, I was a little uncomfortable 673 01:00:57.400 --> 01:01:01.710 because I felt like I was being pushed a particular product. 674 01:01:01.710 --> 01:01:08.050 As soon as that comes up, we're able to go to the professional associations with whom 675 01:01:08.050 --> 01:01:14.580 we work, we know who the person is, because it's  and they deal with it. 676 01:01:14.580 --> 01:01:20.580 You know, it's not a guillotine or anything, but they're told if it happens again, so there 677 01:01:20.580 --> 01:01:23.990 is a  that is another issue with volunteers. 678 01:01:23.990 --> 01:01:31.100 Just like we sit in on our own library colleagues classes, et cetera. 679 01:01:31.100 --> 01:01:33.200 There is always that issue. 680 01:01:33.200 --> 01:01:38.050 And because we're a business library, the other thing we do that I think other libraries 681 01:01:38.050 --> 01:01:43.830 are a little hesitant to do, we're a business library. 682 01:01:43.830 --> 01:01:50.880 Our mission was to help level the playing field in New York City so that small businesses 683 01:01:50.880 --> 01:01:54.400 would have a lot of the resources that the larger corporations have. 684 01:01:54.400 --> 01:02:01.100 So we spend almost a million dollars worth of premium databases that we provide absolutely 685 01:02:01.100 --> 01:02:10.350 free, handson training, et cetera, et cetera, but we, we also provide a venue for small 686 01:02:10.350 --> 01:02:17.490 businesses that are getting started to give public programs, someone who is going out 687 01:02:17.490 --> 01:02:20.810 on his own has become a Financial Advisor. 688 01:02:20.810 --> 01:02:24.290 This makes a lot of libraries uncomfortable. 689 01:02:24.290 --> 01:02:31.200 If I offer these programs and we put them out in a newsletter to 26,000 subscribers, 690 01:02:31.200 --> 01:02:40.080 am I endorsing this small business as the best website developer or self promotion newsletter 691 01:02:40.080 --> 01:02:41.380 organizer? 692 01:02:41.380 --> 01:02:48.310 Your programs, your presentations must be totally generic and educational. 693 01:02:48.310 --> 01:02:55.030 Your deck doesn't have your corporate information, but people develop relationships afterwards. 694 01:02:55.030 --> 01:02:57.910 Of course you can hand out cards, et cetera. 695 01:02:57.910 --> 01:03:04.850 You didn't ask this, but I had to say this, because we are working now with a roster of 696 01:03:04.850 --> 01:03:07.440 over 300 volunteers. 697 01:03:07.440 --> 01:03:09.810 Some in the corporate sector. 698 01:03:09.810 --> 01:03:17.460 One of the things we have to do is acknowledge that through this, they do get some visibility. 699 01:03:17.460 --> 01:03:18.930 And they may pick up customers. 700 01:03:18.930 --> 01:03:22.740 We're a small business library, we don't argue with that. 701 01:03:22.740 --> 01:03:31.360 We're just not in a position to endorse them. 702 01:03:31.360 --> 01:03:37.170 >> While the microphone is going that direction, I wanted to throw out a question to my colleagues. 703 01:03:37.170 --> 01:03:43.240 You all have created a tremendous body of knowledge about your communities that you're 704 01:03:43.240 --> 01:03:44.240 serving. 705 01:03:44.240 --> 01:03:45.570 You have information, you have insights. 706 01:03:45.570 --> 01:03:53.119 You have market intelligence that probably many of your colleagues in the local government, 707 01:03:53.119 --> 01:03:58.600 sister agencies may not have but would find really valuable. 708 01:03:58.600 --> 01:04:04.579 Are you sharing that and communicating what you've got? 709 01:04:04.579 --> 01:04:09.990 >> I think I started to say with the slide that we're actually using it to reposition 710 01:04:09.990 --> 01:04:11.540 ourselves. 711 01:04:11.540 --> 01:04:17.900 We are now invited to tables that we were completely left out of. 712 01:04:17.900 --> 01:04:24.230 It's across all sectors, education, economic development, small business development, folks 713 01:04:24.230 --> 01:04:30.520 who, we have a lot of folks who are moving in, who have tremendous amount of information 714 01:04:30.520 --> 01:04:36.200 and career backgrounds and they will find us because they see us now as a very datadriven 715 01:04:36.200 --> 01:04:39.190 and customer servicedriven organization. 716 01:04:39.190 --> 01:04:45.390 So...I think that it's been just a tremendous resource to the library and repositioned us 717 01:04:45.390 --> 01:04:52.599 very quickly as sort of the goto organization for community information. 718 01:04:52.599 --> 01:05:02.740 >> I was very curious about your power patron assessment, you mentioned you were using primarily 719 01:05:02.740 --> 01:05:04.000 circulation data. 720 01:05:04.000 --> 01:05:07.560 What are the data you wish you had? 721 01:05:07.560 --> 01:05:15.800 >> We wish we had all of that overdrive, Zena, Fregal, all of the downloadables. 722 01:05:15.800 --> 01:05:21.000 We have, on occasion, just done snapshots with computer use. 723 01:05:21.000 --> 01:05:28.310 There again, our culture of privacy is really killing us. 724 01:05:28.310 --> 01:05:35.980 We are in a, you know, as I mentioned, working with people who every day live on social media. 725 01:05:35.980 --> 01:05:41.220 We really need to get over that hurdle as an organization and somehow or other, capture 726 01:05:41.220 --> 01:05:42.220 the data. 727 01:05:42.220 --> 01:05:46.400 When we were doing, we did a threemonth snapshot on the computer use just to see if we were 728 01:05:46.400 --> 01:05:51.100 reaching the right populations, but that's a onetime shot. 729 01:05:51.100 --> 01:05:55.240 We did summer work with our summer reading program for two years. 730 01:05:55.240 --> 01:06:04.070 We were using the evanced registration and capturing their library card, and their student 731 01:06:04.070 --> 01:06:05.090 ID number. 732 01:06:05.090 --> 01:06:11.140 We were able to go to the school district and see is our data replicating that national 733 01:06:11.140 --> 01:06:14.640 data around preventing the summer slide. 734 01:06:14.640 --> 01:06:23.980 So...you know, there's, I would say that really, those are the two biggies, the program attendance 735 01:06:23.980 --> 01:06:28.980 and the downloadables that would be the most helpful to us in terms of the future and getting 736 01:06:28.980 --> 01:06:33.980 a real sense and being able to make that compelling case of who are we serving? 737 01:06:33.980 --> 01:06:36.300 Who's in the building and what are they doing? 738 01:06:36.300 --> 01:06:38.579 And online. 739 01:06:38.579 --> 01:06:47.950 >> I just wanted to add, I hope I've interested some of you in looking up NYPL.org money matters 740 01:06:47.950 --> 01:06:54.550 and taking and doing, customizing it, improving it, doing anything you want with the fabulous 741 01:06:54.550 --> 01:07:03.220 curriculum developed by Rutgers, but...I would also like to say that every, every community 742 01:07:03.220 --> 01:07:05.410 should have a think tank. 743 01:07:05.410 --> 01:07:06.410 We're just blessed. 744 01:07:06.410 --> 01:07:12.900 When you have nothing else to do, Google Center for the Urban Future. 745 01:07:12.900 --> 01:07:16.270 Acronym is CUF. 746 01:07:16.270 --> 01:07:19.380 And libraries. 747 01:07:19.380 --> 01:07:33.070 Not incentivized by us in any way, they have put their fabulous researchers, they have 748 01:07:33.070 --> 01:07:41.160 used a team of six or seven fulltime, they may not be fulltime, but their own employees 749 01:07:41.160 --> 01:07:43.260 and then they bring in contract employees. 750 01:07:43.260 --> 01:07:54.410 They have done, that I'm aware of, maybe five reports on New York City's libraries and the 751 01:07:54.410 --> 01:08:03.260 role they play in acclimating immigrants, fostering small business, they did another 752 01:08:03.260 --> 01:08:07.350 one on the crumbling infrastructure, et cetera. 753 01:08:07.350 --> 01:08:15.720 The question was about sharing the data and they asked us for the names of people, the 754 01:08:15.720 --> 01:08:24.569 names of organizations, the names of associations, residents, communitybased organizations that 755 01:08:24.569 --> 01:08:29.269 are willing to talk about their use of a library and then they put together these readable, 756 01:08:29.269 --> 01:08:40.029 very wellrespected reports that when they're issued, get a notice in the Times, for example. 757 01:08:40.029 --> 01:08:48.339 That is a wonderful use of our data and our constituencies experience that ratchets up 758 01:08:48.339 --> 01:08:54.880 the whole role of the library in our community which is New York City. 759 01:08:54.880 --> 01:08:56.509 >> What was the name again? 760 01:08:56.509 --> 01:08:58.889 >> Center for the Urban Future. 761 01:08:58.889 --> 01:09:01.230 CUF, New York City. 762 01:09:01.230 --> 01:09:07.299 >> All right, well I want to have you join me in giving a hand to our wonderful presenters. 763 01:09:07.299 --> 01:09:08.299 [applause] >> Thank you for getting us started in such 764 01:09:08.299 --> 01:09:09.299 a great way this morning. 765 01:09:09.299 --> 01:09:10.299 >> Thank you, Susan. 766 01:09:10.299 --> 01:09:11.299 >> Thank you all for that tremendous start. 767 01:09:11.299 --> 01:09:12.299 There was, there were so many great insights and so much good information. 768 01:09:12.299 --> 01:09:13.299 I'm really just here to say, we'll see you back here in 15 minutes after a short break. 769 01:09:13.299 --> 01:09:13.301 Thank you.