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<br />a focus on those segments of our community that need access to technology and <br />how to use it; literacy at all ages, especially young families; a great collection of <br />books, movies and music in English and Spanish; programs for all ages that help <br />inform and build community; and to not let our teenagers and new immigrants fall <br />through the cracks. <br /> <br />The library is not the quiet space with arcane and bothersome rules and <br />procedures we imagined from our past. Our customers want spaces to feel <br />welcoming and comfortable-whether it is young families, teenagers, quiet study <br />areas, computer labs, cafes, or bookstore-like service approaches (easy to use, <br />best sellers, coffee, conversation). <br /> <br />This massive change has not been easy; not only for us, but for all public libraries. <br />Not only are services changing, but the challenge of transforming our customer <br />service model from a rule-bOlmd one, to a value-based one, is akin to changing an <br />organizational culture: it doesn't happen overnight. <br /> <br />We hope the council reCOh'l1izes the importance and effectiveness of their <br />library-and are proud of all we have achieved. <br /> <br />88 <br />Page 14 <br />