« Back to The Organization

Cluster Management System

Cuyahoga County Public Library

Innovation Leader: Robert J. Rua, Assistant Marketing Director, rrua@cuyahogalibrary.org

Problem Statement

In 2008, Cuyahoga County Public Library contracted with OrangeBoy to implement a cluster coding process and recommend data collection procedures. Since then, we have updated our borrowing policies, refreshed cardholder records and made other adjustments to our data collection procedures. We needed to refresh the cluster system developed in 2008 and identify ongoing data collection enhancements, allowing us to manage customer relationships, provide relevant services and strategically plan budgets.

Innovation

OrangeBoy researches, assesses and analyzes statistical data in an effort to provide information regarding an existing or potential customer and prospect dataset. OrangeBoy began its current process by analyzing the updated cardholder database, circulation snapshots and other data collection methods to identify knowledge gaps created during the past three years. At the completion of the coding process, we will collaborate with OrangeBoy to design a cluster metrics reporting template. The template will serve as the basis for future cluster measurement activities when tied to strategic goals. Going forward, we will be able to manage and analyze these data internally, and we will be able to update the cardholder file as new cardholders are added and transition in the system.

Progress

Most Cuyahoga County Public Library users are Casual Connectors, customers who infrequently and inconsistently use our services. With an updated cluster system, we can target customer groups appropriately, strengthening our efforts to turn Casual Connectors into Library Loyalists, frequent library users who advocate on our behalf, vote to pass our ballot issues and donate to our library and foundation. Since the initial cluster assessment in 2008, our library has seen many changes. Customers now must use their library cards to access library computers, and we will be able to track the habits of the cluster group that primarily uses these computers and minimally checks out materials. We will be able to analyze current and upcoming trends, such as the increased borrowing and availability of eBooks. By analyzing the new cluster groups and tracking our progress, we will operate more efficiently and effectively.