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Nashua Public Library
Strategic Plan — 2022-2024 1
INTRODUCTION & CONTEXT
The Nashua Public Library (NPL) is lacated in the city of Nashua in Hillsborough County, New
Hampshire, serving a population of approximately 90,000. NPL has a $7,000 square foot facility
along the Nashua River, and, prior to the pandemic (2019}, circulated over 429,000 items
annually. Nashua’s population is increasingly diverse, particularly in the youngest generation,
with over 44% of Nashua school students reported as nonwhite and over 50 languages
represented.
This plan represents the overall strategy for NPL over the next three years and is presented to
the Board of Trustees for approval in January 2022. Upon approval, library staff will finalize an
activity plan to support the overall strategy and evolve while working toward goals. Staff will
regularly review progress toward meeting plan goals and report to the Board.
The planning process was inclusive and enlightening. NPL remains committed to the community
and the core library services they provide. We are excited about the focus this plan will bring
through 2024. The Board met to discuss and review current library offerings and to bring clarity
about the future direction of services, programs, and facilities. The library hopes this plan
inspires growth and change over the next three-plus years that lead to increased impact in the
community.
The library engaged in a strategic planning process with assistance from consultant Amanda E.
Standerfer from Fast Forward Libraries. The Planning Team included:
e Mary Ellen Carter, Information Services Librarian
e Katharine Gatcomb, Supervisor, Youth Services
e Jenn Hosking, Assistant Director
e Elena Kolbenson, Office Manager
e Padmaja Kunapareddy, Trustee
e Linda Laflamme, Trustee
¢ Carol Luers Eyman, Programming and Marketing Librarian
® Jennifer McCormack, Director
The Planning Team met several times during the strategic planning process starting in July 2021
to ensure momentum and give input on various aspects of the process. The Planning Team
played a vital role in developing the community survey and final plan documents.
Nashua Public Library
Strategic Plan — 2022-2024 ?
PLANNING PROCESS AND DATA HIGHLIGHTS
In order to create a cohesive, actionable plan, the Board and staff reviewed a wide variety of
existing data, conducted a Community Survey and a Teen Survey, and gathered input from
staff/Board through surveys and an environmental scan and SOAR analysis. A series of virtual
and in-person community focus groups were held with 35 community members attending, and
6 community members also participated in interviews. The Community Survey was completed
by 428 community members, and the Teen Survey was completed by 10 teens; both surveys
were key for understanding current NPL strengths, services valued by the community, and
areas of focus for future growth. Feedback from all evaluations indicated the desire for NPL to
deepen community partnerships through more outreach services, add resources in more
languages as well as more diverse programming, improve awareness of services, and expand
access to cultural and technological opportunities. Staff and board feedback further highlighted
the need to update some aspects of the facility such as outdoor lighting, HVAC, and teen/tween
spaces.
At the October retreats, Board and staff members reviewed process learning and narrowed
strategic directions and goals. Staff focused on possible activities to achieve the plan goals. The
retreat sessions brought cohesion to the developing plan and allowed for the plan’s design to
emerge. The Board spent time refining the vision and mission statements at their December
2021 meeting.
Nashua Public Library
Strategic Plan — 2022-2024
e Review and approval of Policy and Procedures Manual to include documents signed by hosts or
producers of video for broadcast. Ensuring all content broadcasts meet local community
standards while ensuring that ALL 1°" AMMENDMENT SPEECH IS PROTECTED AND ALLOWING
FOR NO DISCRIMINATION AGAINST SPEECH as defined in the station charter.
e Technical Services Manager to be provided to efficiently resolve both studio and remote
broadcast issues as well as be the primary point of contact for equipment troubleshooting,
Comcast technical interface and ensuring compliance with FCC technical standards.
e Spanish language staff to promote participation by Nashua’s growing diverse population.
Promote volunteer production opportunities with Nashua’s Government and Educational channels to trained
producers and volunteers looking for additional production experience.
Provide and maintain a “bulletin board” on the Public Access Television channel for the purposes of announcing
programming and cable television access services, making public service and community announcements. Vendor
shall take care to ensure that announcements are updated timely and appropriately so that the information
provided is accurate and adheres to applicable federal, state, and local laws and regulations. Vendor shall also
endeavor to publish its access programming weekly in local print media outlets, and via any feasible automated
method for inclusion in cable or online program schedules.
PROMOTION:
Promote community dialogue via cable television or other electronic media.
e Produce and implement a promotion plan for Public Access Television services
e Create and implement outreach activities, special events, and partnerships with other community,
education, non-profit film and music and media organizations and local businesses.
e Promote Public Access Television programs and support the use of various media as vehicles of
artistic expression.
e Develop and promote the concept of community and Public Access Television to existing and future
communications media.
e Promote and support the entrance of locally-produced Public Access television content in industry
and community awards competitions on a regular basis.
REPORTING:
Provide quarterly updates reporting to CTAB the composition and activities of the Vendors management of the
channel.
Prepare for the City’s PEG Program Department (part of the City of Nashua Administrative Services Division) and its
advisory group the Community Television Advisory Board (CTAB), and any other appropriate City designated person
or body, such regular or special reports as may be required or deemed necessary by the City to review contract
performance
Vendor shall provide all required reports in a timely fashion as identified in this agreement.
29|Page
VISION
Growing a welcoming, engaged, connected community
Our vision statement articulates what we hope to achieve in our community by providing
excellent library services. We believe the library has a role in helping the community continue
to grow and welcome new people. We aspire to engage and connect people in our community
to make our community a great place to live and work.
MISSION
We enrich our community by being a safe, welcoming, and inclusive
environment to discover, connect, create, and grow.
Our mission describes how we will carry out our work as we continuously strive towards our
vision. Enriching the lives of community members is central to all that we do, and we want to
position ourselves as a hub of the community where people can learn, meet, and relax. As we
carry out our mission, we know that being a community hub goes beyond a physical building,
and we will work to create an inclusive environment wherever we are offering services and
interacting with community members. Ultimately, if the library is a safe, welcoming, and
inclusive environment, the community will know that it is the place they can go to discover,
connect, create, and grow, no matter their life stage or needs.
STRATEGIC DIRECTIONS
This plan is divided into three strategic directions:
Welcoming & Comfortable {| Learning & Culture {| Collaborative & Connected
During the Board and staff retreats, the discussion focused on the essential ways the library
should move forward to provide a welcoming and inclusive environment, enhance the diversity
of resources and services provided, and improve the overall awareness of the library in the
community. We also aim to provide a creative, technology-rich hub for the community that
serves to bridge the digital divide and expands access to innovative resources. Finally, we will
consider barriers to access, strengthen community partnerships, and expand communications
to aid in fundraising while including more patron and community feedback in our decision-
making.
Nashua Public Library
Strategic Plan — 2022-2024
GOALS, ACTIVITIES, AND MEASURES
The following graphic summarizes the strategic plan, followed by additional detail for each
strategic direction, including potential activities for each goal and possible metrics. Library staff
will draft the activity plan that will serve as an implementation guide. Regular activity updates
will be presented at future Board meetings.
Nashua Public Library
Strategic Plan — 2622-2024
a= Nashua
e@® Public
©) ~Library
Strategic Plan 2022-2024
MISSION
We enrich our community
by being a safe,
welcoming, and inclusive
environment to discover,
connect, create and grow.
WELCOMING &
oe} ied apt: 18 3
The library is a trusted, safe place
that is inviting, easy to use, and a
hub of community activity.
LEARNING & CULTURE
The library supports community
members in living enriched lives
by connecting them to learning
opportunities throughout their
lifetime in an equitable and
inclusive way.
ots
COLLABORATIVE &
CONNECTED
The library is integrated in the
© community resulting in high
awareness, meaningful
partnerships, and
recognition of value.
Serve as a Welcoming community
gathering place for every member of the
community,
Emphasize open and easy access to
traditional and digital resources
with knowledgeable assistance.
Continue renovation of the library
building and grounds to update perceptions
about the library and evoke community pride.
Build an informed community by
ensuring diversity, equity, and inclusion in
collections, programs, and services.
Ensure community-wide digital literacy
by providing access to technology and
support that results in confidence and
proficiency.
Develop responsive programs to
support educational needs, recreational
interests, and expanded worldview.
Broaden the library's reach and
recognition by expanding communication
and events in the community.
Actively listen to and gather feedback
from the community to support the library
in responding to community needs.
Cultivate intentional partnerships
with mission-aligned organizations and
individuals seeking to enhance and empower
the community.
WELCOMING & COMFORTABLE
The library is a trusted, safe place that is inviting, easy to use,
and a hub of community activity.
The library exists to serve the community, and providing welcoming facilities is a critical part of
fulfilling our mission. We aim for our library facility and grounds to serve as a community hub
that offers valuable resources, spaces, and opportunities for all. Representing our community’s
population through expanded language resources, providing comfortable spaces inside and
outside, and expanding the paths to access for our patrons will help the library meet patrons
where they are while fostering a sense of growth and belonging.
[eTero] hy Possible Activities
Serve as a welcoming community gathering place (¢ tncrease staff language knowledge
for every member of the community. through training
e Find ways to deepen relationships
with patrons
Emphasize open and easy access to traditional and |e Consider making fine-free
digital resources with knowledgeable assistance. permanent
e Learn more about community
barriers to access (physical and
virtual)
Continue renovation of the library building and e Finish building-needs assessment
grounds to update perceptions about the library and plan next steps
and evoke community pride. e Pursue plaza renovation project
Potential Measures of Success -
e = Increased understanding of patron e Patrons report feeling represented and
demographics and usage patterns engaged
* Increased understanding of patrontech °* Patrons report feeling welcome and
needs and uses comfortable
* Increased cardholders and circulation
Nashua Public Library
Strategic Plan — 2022-2024
The library supports community members in living enriched lives
by connecting them to learning opportunities throughout
their lifetime in an equitable and inclusive way.
NPL provides access to knowledge, information, and entertainment through a variety of
materials and services, both traditional and digital. We will expand understanding of our
patrons’ incredibly diverse needs and seek to meet them through our collections,
communications, and programs. We will strive to implement user-centered technology that
enhances traditional and emerging library services while better expanding access to those in
the community without tech access. Overall programming will better reflect the lifelong
learning needs and interests of our patrons with renewed attention to cultural inclusivity.
Build an informed community by ensuring e Translate key library brochures into
diversity, equity, and inclusion in collections, other languages
programs, and services. ¢ Complete a diversity audit of
collection
e Develop more intergenerational
programs
Ensure community-wide digital literacy by ® Learn more about technology
providing access to technology and support that availability in the community (access
results in confidence and proficiency. and equipment)
e Find ways to close tech access gaps
Develop responsive programs to support ¢ Develop more programming that
educational! needs, recreational interests, and inspires creativity and making
expanded worldview. * Consider ways to increase social
connections and programs
e Learn more about tutoring needs in
the community and seek partnerships
to address gaps
Potential Measures of Success
e Increased program satisfaction ¢ Patrons report that collections and
e Increased community awareness and use programs offered are inclusive of their
of services cultural needs
e Patrons report confidence using e Increase in overall digital titeracy skills in
technology the community
Nashua Public Library
Strategic Plan — 2022-2024
The library is integrated in the community, resulting in high awareness,
meaningful partnerships, and recognition of value.
NPL is committed to broadened community connections with valued partners. We seek to
connect with patrons across all demographics and increase awareness of library services in the
community at large. We will broaden the library's visibility through new communications,
expanded partnerships, and new fundraising avenues. We will also collaborate with local
partners to enrich our programs and encourage a diverse culture of lifelong learning and
creativity. As a result of these efforts, the community’s understanding of the library’s overall
value will increase.
Possible Activities
Broaden the library’s reach and recognition by
expanding communication and events in the
community.
Actively listen to and gather feedback from the
community to support the library in responding
to community needs.
Determine a regular schedule for
pop-up library services in
communities with low cardholder
penetration
Cultivate intentional partnerships with mission-
aligned organizations and individuals seeking to
enhance and empower the community.
Consider a patron communication
platform to actively track patron
engagement
Regularly invite elected officials to
visit the library
Implement post-program surveys
Create partner assessment to ensure
mutually beneficial partnerships
Develop annual partner plans to
guide mutually beneficial work
Investigate opportunities for
fundraising
Potential Measures of Success
e Patron feedback and increased overall °
library usage indicates success of refined
communications and outreach
® The library is more readily recognized as
a key resource in the community
Partnership evaluation shows increased
connections with new partners and
deepened connections with others
Increased fundraising and advocacy
efforts
Nashua Public Library
Strategic Plan — 2022-2024
