2008 and Beyond
A Library Strategic Plan
Barton Community College

Preface

In 1996, Val Solash from Edmonton Public Library (Edmonton, Alberta, Canada) made a presentation to the Saskatchewan Library Association/Saskatchewan Association of Library Trustees Conference titled “Customer service: giving your best". In this presentation, Val applied the Total Product Concept model of customer service to libraries. “This model can be seen as three concentric circles: The Core: The central circle is the "core." In the core are the services that customers cannot do without. In the case of a public library, the core could be books, information, and programs. The "Expected" Services: The next circle or ring includes the "expected" services. Expected services are those that can be defined as the basic plus more. The services that can be assigned to this ring vary from person to person; however, if they are not met, disappointment can result. Expected services in a public library could be fast and friendly service and free personal service. The "Exceeded" Services: The outer ring is made up of the services that were not expected by the customers. These are the services that make people say "Wow!" Public library services that fall into this category could include home delivery of library materials, drive- through check-out, renewals by telephone, and bagging of books by staff.” (Waller)

The library improvement plan developed for Barton Community College in 2003 focused on the “core” services of the library by building a collection and providing “core” and “expected” services. The attached strategic plan focuses on developing “exceeded” services while maintaining the “core” and “expected” levels.

Goals

Objectives

Actions

Plan
  Goal I
  Goal II
  Goal III
  Goal IV
  Goal V
  Goal VI
  Goal VII
  GoalVIII

Work Cited
Waller, Andrew. "Customer service : giving your best.." Forum (Saskatchewan Library Association) 19(3)1996 11. April 23 2008 <http://eprints.rclis.org/archive/00013222/>.