Quadrant-Based Organization: Patron-Centered
Hillsboro Public Library, Ore.
Innovation Synopsis
In 2017, the Hillsboro Public Library left behind traditional organizational structures and silos, like public services and technical services. Instead, our work is organized into quadrants based on patron need: Innovate, Cultivate, Explore and Connect. These serve as inspiration for how our community members can experience the library.
Challenge/Opportunity
The heart of "Silicon Forest," Hillsboro is the most diverse large city in the state and is growing rapidly. Our community members engage with the library at an incredibly high rate and expect excellent service. Hillsboro's library needed not only to meet these expectations, but celebrate them and lead our community’s rapid change and growth. Inspired by self-management and holacracy, we engaged in a six-month staff-led process to redefine our work.
Key Elements of Innovation
Key elements include: meaningful staff engagement; introducing design thinking, Mark Barden’s Beautiful Constraints method, and innovative brainstorming and feedback techniques to staff at all levels; and learning from our colleagues both in and out of libraries, notably Zappos.
Achieved Outcomes
At Hillsboro Public Library we are already seeing the benefits:
- A far more engaged and cross-trained staff, which has contributed to increases in visits and in circulation, and a reduction of the time it takes materials to get to the floor for patrons
- New and more innovative events
- An increase in positive patron comment cards
- Greater resiliency in staff — in daily work and for overall succession planning
