[Publib] RE: outsourcing patrons

[King, Kathryn]

I am going to suggest that my library outsource to Fiji and as a sacrifice I will volunteer to work the public service desk.  I know I am such a martyr.

Thanks for the chuckle, Joe.

Kathryn

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Subject: [Publib] Innovation in Iowa
To: Publib <publib at webjunction.org>
Message-ID: <433923.38828.qm at web59108.mail.re1.yahoo.com>
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Improving Library Output Measures Through Patron
Outsourcing

The Iowa Journal of Library Administration, Vol.
XXXVI, No. 2, April 1, 2008, pp. 12-39 (illus.,
graphs).

Abstract: The New Vienna Public Library (NVPL), a
suburban Iowa public library system, reversed
declining usage and user satisfaction ratings by
redefining its legal service area to exclude its
existing patron base and replace it with one in
Patalipatnapuram, India, a suburb of high-technology
center Bangalore that has lacked public library
service for its growing and highly literate
population.  Service to NVPL?s new patrons is through
thrice-weekly, expedited air-freight service to
Bangalore and a storefront operation in downtown
Patalipatnapuram.  At the end of the first fiscal year
with the new patron base, NVPL reports 322-percent
higher circulation and a much lower rate of overdues
and customer complaints. Additionally, the cost of the
service is more than offset by savings realized from
closing all facilities in Iowa other than an
administrative office.  NVPL Director Samuel S. Green
comments that the library remains open to discussion
with its former patrons:  ?The residents of New Vienna
must understand that in an environment of
globalization, services as well as jobs can be
outsourced.  We are willing to discuss any concessions
-- especially greater compliance with library rules
and more respectful behavior -- from our former
patrons that will lead to output measures matching
those provided by service to our current patrons. Our
former patrons must understand that in a global
marketplace, enterprises, even not-for-profit ones,
can shop for better attitudes as easily as they can
for cheaper labor. Customers are fungible."


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