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On Becomming Essential: An Agenda for Quality in Twenty-First Century Public Libraries

Changes in the social and economic fabric and economic fabric of American life have prompted public libraries to develop services and programs that are more in tune with the needs of individuals and communities. These efforts have uniformly focused on improving quality, although quality is of necessity a moving target. Among the strategies that public libraries have employed to improve their quality and both meet and anticipate new markets are defining the organization's core values and mission, capitalizing on new user-friendly information technologies, defining the library as a visitor destination, and bringing a customer locus to staff training and development. The importance of partnerships with a wide variety of entities is discussed along with the need to ensure the security of library users as well as their right to privacy. The author also emphasizes the need for more effective public relations and marketing strategies and the importance of listening to the customer as keys to building an organization characterized by exemplary quality.