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Director's Message |
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Nineteen ninety-nine saw Carnegie Library of Pittsburgh begin the process of positioning the Library to better meet the demands of our community. We concentrated on fundamental organizational issues, from staff compensation and realignment to the development of more cost-effective and efficient processes.
With the establishment of the new Marketing and Human Resources departments, we've demonstrated our commitment to enhancing communication and customer service, while also ensuring a highly motivated and dynamic organization.
A few of the specific steps we took to enhance customer satisfaction were:
- Increased spending on a variety of popular materials such as books, videos, audiotapes and compact discs by 20 percent.
- Offered a wide assortment of children's programs through our Main Library, branches and Bookmobile, reaching an audience of more than 82,000.
- Opened the Technology Learning Center in the Main Library, providing a 15-station public access computer lab and an array of classes -- from Learning the Internet to Investment Practices. We served more than 6,000 people in little more than half a year.
We are now in the midst of our strategic planning process -- the core examination of our customers' needs, wants and the ways in which we satisfy those demands. We are gaining a new perspective as we view ourselves through the eyes of our customers.
The Carnegie Library of Pittsburgh is laying the foundation on which it will build its future. This revitalization effort will lead to a superior Library for the new century.
Sincerely,
Herbert Elish, Director