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<br />88 <br />Page 28 <br /> <br />d.2.2. Increase the number of literacy, civic and cultural programs at all libraries from <br />2 a month to 12 a month. (annually) <br /> <br />Ongoing. Current status: offering between 6-12 adult programs per month. (8 in May, <br />6 in April, 12 in March) <br /> <br />d.2.3. Seek partnerships for program content. (annually) <br /> <br />Completed/ Ongoing. Some recent partners: SF MOMA, Stanford Medical Center & <br />Health Library, Kaiser Permanente, Barnes & Noble, Montalvo Arts Center, Whole <br />Foods, American Red Cross, Peninsula Writer's Bloc, M is for Mystery bookstore, <br />Frida's restaurant, Voices for Outdoor California, et al. <br /> <br />Goal 3: Increase publicity of Library services. <br /> <br />d,3.1. Improve signage and collateral to aid self-service to collections and services. <br />(07/06) <br /> <br />Ongoing. <br /> <br />d.3.2. Implement a signaQe system with posters, flyers, or digital screens to publicize <br />events and services. (07/06) <br /> <br />Ongoing. Current status: Relocated lobby TV and upgraded visual content. PR team. <br />Banner program. <br /> <br />d.3.3. Develop and execute a Library Communication Plan including targeted email, <br />newsletters, advertising and in-house publicity of library programs and services. <br />(01/07) <br /> <br />Out/oak events calendar. E-newsfetter established. Ad campaign in design phase, <br />New RWC-branded library cards in design phase. <br /> <br />d.3A. Increase the number of active library card holders by 10% a year. (annually) <br /> <br />Goal 4: Deliver excellent customer service. <br /> <br />d.4, 1. Create and implement a benchmark for best practices for customer service <br />with a personalized, customer-centered focus and train all staff in the service <br />guidelines. (07/07) <br /> <br />Ongoing. <br /> <br />dA.2, Determine measures of customer satisfaction, include them in future customer <br />surveys and check for improvement in years two and three. (annually) <br /> <br />Ongoing. <br />