VCU Libraries Strategic Plan

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Cabell Library Mural showcases VCU diversity.
Dedicated September 2004

• VCU LibrariesStrategic Plan
• February 2006
• John Ulmschneider
• University Librarian, VCU Libraries

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Strategic Plan Goals

• Develop streamlined, results oriented plan
• Energize our vision with specific plans to
  achieve it
• Encourage creativity and flexibility of staff
• Clearly articulate priorities
• Measure performance efficiently no wasted
  effort
• High level of accountability
• Communicate results effectively

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Balanced Scorecard methodology

• Identify most important goals for the VCU
  Libraries
• Create a scorecard for every goal performance
  measures and performance targets
• Develop plans that give us a winning score by
  reaching or exceeding the target
• Grounded in our mission, vision, and values, and
  in the needs of our users

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VCU Libraries Mission and Vision
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Library User Concerns
LibQual Top 10 concerns
1. Comprehensive collections of articles
online 2. Core print and electronic
collections 3. Easy to use access tools 4. Quiet
space for individuals 5. Convenient service
hours 6. Safe and secure buildings 7. Clean
buildings 8. Inspiring space for study and
work 9. Misshelved or otherwise missing
materials 10. Reliable handling of user service
problems
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Structure of the VCUL Strategic Plan
Strategic Scorecard 1 (out of 6)
Specific Objective 1

• Measures
• Target
• Plans

Specific Objective 2

• Measures
• Target
• Plans

Strategic Scorecard 2 (out of 6)
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Six Strategic Scorecards

• 1. User Services ScorecardProvide users with
  exemplary service in all aspects of library
  operations.
• 2. Research ScorecardInvigorate research and
  scholarship across all disciplines.

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Six Strategic Scorecards

• 3. Education and Advocacy ScorecardPromote
  success through education and advocacy.
• 4. Physical Environment ScorecardProvide
  library users with safe, clean, inviting spaces
  that foster learning, research, knowledge sharing
  and other academic pursuits.

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Six Strategic Scorecards

• 5. Development and Financial ScorecardStrengthen
  financial resources of the VCU Libraries.
• 6. Staffing/Staff ScorecardRecruit, retain, and
  develop faculty and staff of the highest caliber.

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Four balanced perspectives for each Scorecard

• User How can we fulfill library user
  expectations?
• Internal processes How should we organize
  internal processes to meet library user needs and
  expectations?
• Innovation / Learning How can we support staff
  innovation and growth in order to secure our
  future?
• Financial How can we secure and use financial
  resources in an effective way?

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VCUL Strategic Plan Example
Strategic Scorecard 1 Provide users with
exemplary service in all aspects of library
operations

• User Perspective
• Improve users' service experience
• Easy access to resources not owned by the VCU
  Libraries
• Internal Processes Perspective
• Respond quickly to users service and
  instructional needs
• Develop pervasive culture of service excellence
• Innovation / Learning Perspective
• Strengthen employees' ability to answer questions
  
• Financial Perspective
• Develop most effective model for staff funding to
  support teaching, consultation, and service

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VCUL Strategic Plan Example
Strategic Scorecard 1 Provide users with
exemplary service in all aspects of library
operations Example metrics

• User Perspective
• Improve users' service experience
• Measure LibQUAL gap scores for AS 1-9
  complaints in Suggestion Blog
• Target Improve LibQUAL gap scores for AS 1-9
  decline in repeat complaints to Suggestion Blog
• Easy access to resources not owned by the VCU
  Libraries
• Measure ILL fill rates LibQUAL score for IC-11
• Target Improved ILL fill rate positive gap
  score for LibQUAL IC-11

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Strategic Plan timeline

• Plan developed in 12 months (12/04-12/05)
• 2 year plan (2005-2007, already in progress)
• First report on progress due April 2006
• Annual reports for FY05-06 and FY06-07

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Strategic Plan online

• http//www.library.vcu.edu/strategicplan