LIBRARIES ~ The San Jose Way

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Guiding Principles:

  • Customers First
  • Teach Customers
  • Reinvent Environments
  • Enable Staff

San José Libraries are making national news by stepping up to the challenge of library redesign for the customers of today. We have been listening to our customers, and our new model provides an experience of comfort, convenience, choice and excellent customer service. It's the San José Way!



Consulting Modules

Structured presentations to individuals or groups describing philosophy, strategy, and implementation issues, followed by discussion, guided tours, or hands-on consultation that moves the concept from theory to action. Nature of the "hands-on consultation" is dependent upon location. There is no limit to the number of attendees. We encourage you to bring in key stakeholders to assist in your implementation.

Consultation can be done at San José Public Library or off-site at your library. Visit us for first-hand observation or we'll visit you.

  1. Our Service Model: the how and why behind the way we do business
  2. Collection Merchandising: reengineer the stacks for a more customer-friendly library
  3. Merchandising Magic: show off your collections and increase circulation
  4. Customer Service: shift to a customer-driven model focusing on interactions, not transactions
  5. Customer Service: Train the Trainer: we'll train your managers to train their own staff on approachability, connection, and closure
  6. Design and Wayfinding: rethink the physical space to serve customers better
  7. Self-Service: help your customers be self-sufficient
  8. Staff Empowerment: enable your staff to go beyond transactions to build customer relationships
  9. Ambassador Academy: how we trained staff in all job classifications to be champions of the new service model at their worksites
  10. Tour: we'll walk through facilities, yours or ours, and point out opportunities
  11. LEAN your library's materials processing redesign
  12. Digital Libraries and Digital Programming
  13. Maker [Space] Ship

Pricing Information

Related Pages

Contact Us

LIBRARIES ~ The San José Way
San José Public Library
150 East San Fernando St.
San José, CA 95112
(408) 808-2131
FAX: (408) 808-2133

Ruth Barefoot

LIBRARIES ~ The San José Way Photo Gallery

More Photos:
The Tech Center | Internet Café | Family Place | Living Room | Children's Area | Teen Center | Check Out | Tech Connect

Photos featuring our automated materials handling (AMH) system are available upon request. See above for contact info.

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