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Head Librarian, Penelope B. Johnson (508)799-1690 It is the mission of the Worcester Public Library to provide free information and services that promote lifelong learning and personal enrichment. In all its operations, the library strives to eliminate barriers to the pursuit of ideas. I encourage you to visit the Worcester Public Library. Come to the 150,000 square foot Main Library in downtown Worcester at Salem Square that was renovated and expanded in 2001 and has a vast array of resources available to you. Stop by the bustling Frances Perkins Branch Library at Greendale, where personalized services makes it a favorite for people of all ages. And the tiny Great Brook Valley Branch Library, which is a haven to the youth of this neighborhood, welcomes you. The library has a dedicated, knowledgeable staff. They are available to assist you in person, over the phone or via e-mail. Our library is part of a 24/7 real time reference service, where you can ask a librarian for information any time, any day via the Internet. Also the librarians offer outstanding programs for children and adults at all three locations. There is an emphasis on reading to children because reading aloud is the single most important activity to prepare a child to read by him/herself. The library’s strategic plan for services has been developed with an emphasis on customer service and service to neighborhoods. When the Board of Directors decided to undertake an upgrading of the Main Library, it did so with the knowledge that a strong, technologically advanced Main Library serves as the hub of the city’s library services. The next phase will be connecting these services to our neighborhoods. Unfortunately the down turn in the economy hit the library. While the City Council and the City Manager have attempted to retain as many city services as possible, the loss of aid from the Commonwealth was devastating. Library staff were laid off, and other positions were left vacant. In all we have 31 positions that are not filled. Without these people, we had to reduce our hours of service to you, the library customer. We are still open somewhere six days a week, twelve hours each weekday and eight and a half hours on Saturday. Our staff is flexible, working at different locations in their workweek. A complete listing of the hours can be found by clicking “Hours.” Everyone connected with the library from the Board of Directors, the staff, City government, and you, our valued users, hopes services will be restored soon. If you have suggestions regarding library services, please don’t hesitate to contact me. The Worcester Public Library endeavors to provide the library services you want and need.

The Board of the Worcester Public Library
is comprised of twelve directors appointed by the City Council. Current members of the Board are:

Each serves a six-year term with two directors appointed each December to fill the vacancies occurring on the first of January.

Mailing Address:

Penelope B. Johnson, Head Librarian
Main Library, 3 Salem Square Worcester MA 01608 (508)799-1690

Vision

The Worcester Public Library endeavors to become the best public library in the northeast, providing a spectrum of educational and informational opportunities to a diverse and growing community.

Mission

The Worcester Public Library provides free information and services that promote lifelong learning and personal enrichment. In all its operations, the library strives to eliminate barriers to the pursuit of ideas.

Facts About the Worcester Public Library

The Worcester Public Library was founded in 1859 by Dr. John Green. The library is governed by a 12 member board of directors which is elected by the City Council. The library serves a population of close to 200,000 adults and children and circulates close to 700,000 items per year. Worcester Public Library is the largest library in Central Massachusetts and houses more than 900,000 books, videos, audiocassettes, newspapers, magazines, and more in many different languages and for all ages and reading levels!

Our book catalog or online public access catalog is connected to over 90 other libraries and special collections through C/W MARS (Central Western Massachusetts Automated Resource Sharing). We have many special collections including U.S. Government Documents, Federal and State Codes and Regulations, in-depth information about Worcester and its history, a grants resource center, the largest preschool collection Central Massachusetts, and much more!

FISCAL 2004 DEPARTMENTAL ACCOMPLISHMENTS

Staff Accomplishments: 

• Worcester Public Library was rewarded the highest customer satisfaction rating in city government in the Worcester Regional Research Bureau's Citizen Satisfaction with Municipal Services survey for the second year in a row. Library users also gave high marks on the Library's annual customer satisfaction survey conducted in February.
• Due to staff shortages, all staff has been trained to work in multiple areas of the library. Without this flexibility, the Library could not sustain its current hours of service. While staff understands the need to help in mainly public services areas, they are frustrated at leaving their regular work behind because it doesn't leave time to complete their own tasks. 

Grants: 

• The Library completed the requirements of the federal LSTA grant of $20,000 that was received in the previous year. This expanded the number of books and audiovisual materials for non-English readers. The grant added materials in the following four languages: Portuguese, Russian, Albanian and Chinese for both the children and adults. Materials on learning English from other languages were purchased to help with the high demand for materials on this topic.
• The Library received upgrades of software from the Bill and Melinda Gates Foundation. 
• The Library offered a four-part program on "Understanding Islam," a scholar-led discussion of books, which was funded by the Massachusetts Foundation for the Humanities and library trust funds. 

Web Site: 

• The Library's Internet website provides a link to many other resources. . This year, 400,000 visits to the website were recorded. In the Library's annual customer survey, almost a third of respondents indicated they had bookmarked the Library's website. Librarians responded to over 1,600 e-mail reference questions, doing so in less than 24 hours. The web site was migrated to a new vendor in January, which enabled the Library to offer more online and remote services for the public and the staff. The web pages were regularly updated as web resources are reviewed to keep the hyperlinks current. Staff designed web pages and evaluated and added more access points for selected web sites and login databases. A web team was formed to gather input from each Library unit on web site usability and improvement. Librarians generated online instruction, paper handouts and flyers to make people aware of the specialized databases available through the website to anyone with a library card. The Library received many compliments on the quality and usefulness of its website, and we are proud that all the work is done in-house by our librarians.

Information Technology Service:

• The Library's IT staff of two full-time equivalents managed our Internet reservation system with over 60,000 annual uses. They responded to over 100 computer related HelpDesk requests monthly. They managed 14 servers, 200 computers, 25 printers, and 12 switches in the Library's three facilities. 
• A strategic, three-year technology plan for infusing technology into our diversified library services was developed through collaboration with all library units. The Massachusetts Board of Library Commissioners approved the plan. Several IT projects have been implemented that result in using technology to better serve our community. 
• Library IT staff reconfigured and restructured the entire network infrastructure in early September to allow for better management and security. 
• The Library IT Backup Team, which consists of representatives from each library unit, refurbished and reallocated 59 networked staff workstations to better utilize new and existing hardware and to take advantage of our networked environment. 
• Information kiosks were set up at the entrance to the Main Library and the Children's Room to continuously update with library events and information. 
• Library IT staff assisted the volunteer AARP tax preparers by setting up a computer connection for tax e-filing during February, March and April.
• Library IT staff conducted training workshops for in-house staff on use of Windows 2000 and XP operating system, e-mail software, Encarta reference tool, and applications of Gates computers. 
• The Library's Board of Directors approved a Computer Lab Use Policy. Due to staff shortages, more than 30 voluntary Lab Monitors were recruited and trained this year, and the Lab was open for public use whenever a volunteer monitor was available. New furniture for the Computer Lab arrived in November and provides a comfortable environment for users.
• The Library's first patron self-checkout computer was installed in October to allow patrons to check out children's materials and new adult books. Staff are adding computer chips to older materials so that patrons also can check out those materials themselves.
• Through collaborative efforts with the Central Massachusetts Regional Library System, 15 in-house staff training workshops for Microsoft Office applications were conducted with 45 staff members trained during January and February. 
• With detailed research and careful evaluation, the Charter Cable Company was identified as a second ISP (Internet Service Provider). All the workstations with C/W MARS (Central/Western Massachusetts Automated Resource Sharing) online catalog functionalities continue going through its T1 line to access our materials database. This provides faster electronic communication and data access. 
• Library IT staff facilitated a meeting between the City's Technical Services staff and the Goddard Collaborative, located at WPI, to discuss Internet 2 and how the city may become involved in this new initiative. 

General Reference Services: 

• Demand for the information assistance provided by Worcester Public Library's Reference staff continued to grow. The Reference Staff answered over 189,300 reference inquiries from patrons in person or via telephone, e-mail or the new 24/7 Internet Reference Service. 
• Patrons used the Worcester Public Library online databases to retrieve over 115,000 full-text periodicals articles. The Library subscribed to two new online databases. The first, LearnATest, includes practice tests for educational and career exams that can be taken online either at the Library or at home. The second, Reference USA, available only in the library, provides access to detailed information on over 10.5 million businesses in the United States.
• The Reference Staff have taught 46 workshops for patrons as well as 23 workshops for the staff of other Central Massachusetts' libraries. These library workshops are part of the Library's responsibility as the Regional Reference Center for the 255 libraries that make up the Central Massachusetts Regional Library System. 

Branch Libraries: 

• The Frances Perkins Branch Library at Greendale continued to be the third busiest branch in the state, and the branch accounts for nearly 20% of the Library's total items loaned. Although overall circulation is down slightly since the hours of opening were reduced, the number of items borrowed per hour has increased. Our customers continue to be enthusiastic about the services and continue to compliment the staff on their hard work and friendly service. The "Brown Bag Mystery Book Group" added more sessions this year. Neighborhood groups make regular use of the meeting room. The computers given by the Gates Foundation have enabled the branch to offer increased Internet access and, for the first time, word processing. Students use them for homework, job seekers use them for their job search (we know of two who have found jobs) and several of our elderly neighbors are using them to keep in touch with their family members via email. A private gift enabled the branch to improve shelving for the children's videos and to buy adjustable craft tables for programs for children and adults.
• The Great Brook Valley Branch loaned more materials and had more visitors this year as the popularity of this tiny branch grew. Helping students with their homework remained a major aim of the branch staff, who worked hard to encourage reading at all age levels. The collections were expanded to include videos and dvd's. In collaboration with the Worcester Housing Authority, the Branch Manager developed refrigerator magnets and brochures to help publicize the Branch's services.

Youth Services, Main Library: 

• A Teen Advisory Group (TAG) that engages young library users, 13 - 18 years old, in library programs and collections for teens was established. With members from schools across the city, TAG planned and presented 2 programs at the Main Library and began redesigning the Library's teen web page.
• Youth Services staff collaborated with the Worcester Public Schools to completely revamp the required Summer Reading List. Librarians attended orientation for the 50 new teachers to inform them of public library resources. Librarians spoke to 883 students as they visited classes to promote the Massachusetts Children's Book Award by "booktalking" the 25 nominated titles.
• Staff collaborated with numerous area agencies including UMass Memorial's Young Parents Program, the Commonwealth of Massachusetts Attorney General's Office, YMCA Citizens School, Higgins Armory Museum, Major Taylor Association, Rainbow Child Development, RSVP Literacy Volunteers, Massachusetts Reach Out and Read Conference, Worcester Week of the Young Child and UMass Community Health Link.
• Librarians, in recognizing the importance of early literacy, ran a weekly drop-in lapsit program for babies (infant through 16 months old) and their parents, followed by a special toddler program for 17 months to 2 years old and their caregivers. Traditional preschool storytime series (16 programs for 160 children) and drop-in story programs (10 programs for 225 children) were popular.
• Special programs including a Dr. Seuss 100th Birthday Event and a Celebration of Dia de los Ninos / Dia de los Libros with local performers brought more families to the Main Library. Through funding from the Friends of Worcester Public Library, a series of performers from jugglers to robots, enhanced the Summer Reading Adventure, Read! Think! Create! @ Your Library, with programs focused on the arts for a total participation of 922.
• New shelving in the Young Adult area was added to provide space for basic reference materials students can use in this very busy section of the Library, and comfortable seating was added to encourage recreational reading in YA area.

Youth Services, Frances Perkins Branch at Greendale (FPBL):

• FPBL youth enjoyed summer activities at the branch including a youth art gallery, Teddy Bear Picnic and the Mass Academy Robotics Demo team. The annual Halloween event presented a double-header program with local young magician and a traditional storyteller.
• Regularly scheduled toddler programs and a drop-in pajama story-times and the Worcesterooners Cartooning Club continued in spite of no staff dedicated to Youth Services at the branch.

Youth Services, Great Brook Valley Branch Library (GBV):

• GBV continued its highly successfully collaboration with the Higgins Armory with medieval programs for children including a field trip to the museum. A new collaboration with Worcester Art Museum brought Egyptian mummies to the branch and young library patrons to that museum. A collaboration with the American Red Cross brought children's programs on fire safety and family disaster to the branch.
• Mr. Frank's very popular cartooning programs topped off with a four-week series in which children made their own comic books. Children at GBV participated in the "Read! Think! Create! @ Your Library" summer reading adventure.

Main Library Circulation:

• While the Main Library was open 18% fewer hours this year, the number of items borrowed decreased by only 6%, indicating a dramatic increase in the number of items borrowed per hour.
• With new software through C/W MARS, the Circulation Department encouraged patrons to place holds without staff assistance on books that are being used by others. This was a time saver for staff and for patrons who can do this from home, school or work via the Internet.
• Working with C/W MARS, patrons who supplied their e-mail addresses began receiving notices of overdue books via the Internet. This is a savings in staff time and in mailing costs.
• In a continuing effort to address the heavy workload with a smaller workforce, staff examined the workflow and implemented changes to increase efficiency. Signage for the public was added to help patrons navigate the area more easily.
• Staff began a program to retrieve overdue materials by sending a third notice warning of legal follow-up if items are not returned.
• A volunteer greeter was stationed at the main entrance to the Main Library to welcome visitors and direct them to the area or staff who could assist them.
• Staff attended meetings and training on the ramifications of the USA PATRIOT Act.

Technical Processing and Cataloging:

• A new web-based materials selection tool was implemented, streamlining the ordering of new books and materials. Technical Services staff integrated this tool with our online catalog. Over 30,000 library materials were ordered online with reduced data entry compared with past practice. Staff from the Springfield City Library visited to observe this workflow improvement.
• Due to budget constraints, the Technical Services staff members have not only worked on their daily routines behind the scenes, but also been cross-trained and worked at the public service desks for over 200 hours.
• Technical Services staff added over 35,000 new items for patrons use and withdrew 18,000 old, ragged, and out-of-date items. 2,300 books and 80 audiovisual materials were repaired in-house, and 6,000 items were relabeled and relocated for better use by our patrons. New collections, such as Easy Reader and English as Second Language and Literacy Literature have been formed to better serve our targeted patrons. 

Talking Books Library (TBL): 

• In July Governor Romney vetoed funding for the Talking Book Library in Worcester. After intensive lobbying and the strong support of Worcester's delegation at the State House, the Legislature restored funding for this account. 
• In October the TBL began loaning large print books via mail to individuals registered with the Talking Book program. These are used by people who can still manage some printed materials as they transition to materials in recorded or brailed formats and are part of an effort to assure "That All May Read." Major content revisions were made on the TBL's home page to give users greater access to information about the large print book collection.
• The collection of descriptive videos has become extremely popular, as demonstrated by an increase in use of 60%.
• Staff spent many hours updating the database of materials available and updating user records. The database for patron and circulation records was converted and upgraded to a Windows-based, graphical user interface version with greater functionality beginning in February. Nine computer workstations were purchased to accommodate the more powerful software. All TBL staff attended training for the new software.
• TBL staff promoted services through outreach activities, including presentations at health care fairs, programs for health care providers and service agencies, visits to regional Senior Centers, assisted living facilities, nursing homes, libraries and schools, as well as participation in the annual conference of the Mass. Rehabilitation Commission held at the Worcester Centrum Convention Center. TBL staff also conducted a regionally sponsored workshop, "Breaking Sight Barriers," for area librarians to further promote the services of the Talking Book Library.

Special Collections: 

• ESL/Literacy - To facilitate easy patron access to English as a Second Language and Literacy resources, the Library staff gathered together the Library's materials on these subjects into a new, easily browsed, collection in support of ESL and Literacy programs and students throughout the City. These materials, both paper and audiovisual, help provide English education for newer immigrants and for individuals working to improve their reading skills. Tours of these resources were provided for literacy and ESL trainers and students.
• World Languages Collection - Over 700 titles in Albanian, Chinese, Portuguese, and Russian, purchased thorough a federal Library Service and Technology Administration grant, were added for interested readers. The Albanian collection has been particularly welcome because these are the first materials the Worcester Public Library has had for this growing ethnic group.
• Grants Resource Center - The Grants Resource Center added a new online database, Foundation Directory On-line, which provides quick access to information on the over 70,000 foundations in the United States. This collection serves local non-profits, schools and individuals seeking funding for programs and projects that enhance life for the people of Worcester and Worcester County. Fifteen public training sessions on Funding Research were provided this year.
• Local History and Genealogy Collection - The growing interest in genealogy, as seen by almost double usage statistics, prompted the Library to expand its electronic and paper resources in this popular area. Library staff taught twenty-six workshops on Genealogy and Local History resources to the public during the year. Recognizing the excellence of Worcester Public Library's genealogy and local history collection, the Massachusetts Society of Genealogists, voted last fall to donate its entire private library of over 1,500 titles to the Library. These items have added considerably to the quality and the depth of this collection that continues to draw people from across New England and beyond to Worcester. Worcester Room librarians developed a unique resource tool, titled "Where in Worcester." It includes a listing of the genealogy and local history resources available at the Library and at other Worcester locations, including the Worcester Historical Museum, the National Guard Armory Museum, the American Antiquarian Society, the City Clerk's Office, the Worcester Probate Court and the Registrar of Deeds. This finding aid makes it easier for patrons and researchers to quickly locate the records they need and further enhances the usage of all these area resources. 

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