Franklin, MA: Franklin Public Library

Committed to Excellence in Customer Service

Community Vision Statement

Franklin strives to create a welcoming community:
Alive with a sense of neighborhood
Committed to the delivery of the highest quality education and lifelong learning opportunities
With a desire to maintain the welcoming character of a New England town and a vibrant downtown center
Where all residents can find convenient access to strong municipal services and enjoy a sense of security and physical safety
Where the professional and business community can find support and growth
Where residents accept and value their diversity and work collectively to enhance the well being of the community and
The library is regarded as the place for innovation, entertainment and information.

We value:
Customer service excellence
The people we serve, their opinions, capabilities, needs and interests
Freedom of expression and the free flow of ideas
Equitable access to library resources and services
Creative solutions and innovation
Our proud history and rich heritage
Our skilled and knowledgeable staff

Building on Solid Accomplishments
Through strategic planning, targeted service delivery, enhanced technology, productive staff and collaborations with other Town departments, the Franklin Public Library has accomplished large and small improvements in both external and internal operations in the past and current fiscal years. This report is sprinkled with a few of the countless positive comments we receive from a very grateful public. Our customers are many and varied in their needs. They comprise the very young, seniors and many in-betweens. Some come in daily to read the newspapers and magazines, while others come for computing, access to the Internet and electronic databases, quiet study, participate in book discussions, instruction, attend programs, place requests or check items from a vast collection of over 99,000 books, audio books, books on CDs, music CDs, DVDs, games and etc. They also appreciate the fact that they can obtain items from other libraries in a timely manner. In FY09 Franklin residents borrowed 4000 items from other libraries. The positive effect on the many that use library resources and services can better be summed in the words of one satisfied customer “I would be orphaned without this Library.”

Work on securing the building envelope is almost complete. The Town’s Facilities Department was very instrumental in this regard. The installation of security cameras and security access points now provides patrons with a greater sense of security. Entrances are welcoming. Interior spaces are warm, inviting and comfortable with many designated quiet spaces and collaboration areas for groups that are not necessary quiet. Many of our customers are very pleased and have enormous praise for the two contrasting yet complementary environments. An environment with accommodation for all: quiet havens and learning spaces for people who just sit and think or do computing, read a book, or magazine, or newspaper, or write. There are areas for active engagement with others such as studying in groups, conversation groups, instruction sessions and much more.

The Friends of the Franklin Library has been instrumental in updating and upgrading the appearance of the Library with classic furnishings and ergonomic workstations. While we wait for phase two of the renovation project, small steps to restore the original splendor of 1904 are underway.

We have replaced the oblong tables in the reference room with round mahogany ones and the tall shelving blocking the view of the murals with much lower shelves. This has changed the feel of the reference room, created more space for the entire magazine/ newspaper section and added to the grandeur of the lobby. Additionally, round tables are more conducive to group study. The Library patrons are genuinely thankful for our vast collections, responsive services and the comfortable surroundings. This description by a patron of the new magazine area by the fireplace reflects the general mood. “I have always appreciated your collection of magazines but this new setting is so relaxed. It makes you want to kick your shoes off and just stay in the library forever”.

Usage
13,416 reference questions were answered by librarians at the Reference and circulation desks. Customers made 213,781 visits to the Library. The Library filled 43,314 Interlibrary Loan request.

Circulation Statistics
The Library continued to experience extraordinary increases in use. Library stats, usually considered a key indicator of success are a fitting tribute to an exceptional and hardworking staff. They paint a glowing picture of our overall performance and point to a thriving, vibrant and relevant public institution. Big jumps in circulation, 12%, were the norm in the last fiscal year. From July – November of 2008, circulation rose again another 21% putting the Library on the top 10 increases in circulation in the State, on the front page of the Boston Globe (January 4th) and also on the front page of the Massachusetts Board of Library Commissioners newsletter.

Note: This was written in mid-year 2009. The work on the exterior of the library building was completed. Work on the interior will be on the capital funds listing awaiting priority.

The Future
Once again, the Library faces an uncertain future. The library staff is committed to maintaining fundamental library services. However, significant cuts of the Library’s budget unravel much of what has been accomplished in the last five years. America’s Star Libraries have one common denominator – secured funding. Dedicated library funding translates into a better collection, more computers, more public programs, and more hours open, all of which contribute to outstanding public library service.

From the 2009 Town of Franklin Annual Report. This is available in a printed version at the Municipal Building or online at the Town website here.

The Library website can be found within the Town website here
http://franklinma.virtualtownhall.net/Pages/FranklinMA_Library/index