Overview
A repeatable approach to social change
In an era marked by rapid technological advancements and a community with ever-evolving needs, locations like the San Francisco Public Library (SFPL) play an important role in fostering cultural enrichment. Despite this, SFPL faced an enormous challenge. They wanted to preserve their culture while increasing flexibility to meet the diverse needs of San Francisco’s multicultural populace.
To redefine its strategic direction and navigate this challenge, SFPL chose a consulting team that included Harmonic Design and other experts to guide them through a process to nourish an inclusive culture within the community while also creating a long-term strategic plan.
This case study shows how we’ve approached these challenges and crafted a vision and plan to position SFPL, its staff, and its community to thrive in a time of change.
Challenge
Treading the fine line between tradition and innovation
SFPL faced a challenge familiar to large, urban public libraries. They needed to set a clear strategic direction to serve a diverse population while empowering leadership and staff to adapt better to change. All this while also maintaining their essence and tradition.
To thread this needle, SFPL leadership knew they had to take a different approach. They selected a consulting team—including Gartner, Margaret Sullivan Studio, Harmonic Design, and other specialists—with the combined capabilities to deliver the most rigorous strategic planning process in public library history.
Harmonic Design brought deep expertise in sparking creative collaboration amongst staff to inform and shape strategic priorities. Our primary role was to update and align organizational values with staff and community needs. Our unique approaches to deepening service orientation ensured staff engagement throughout the entire process. This critical work prepared the organization for the greater change ahead.
Approach
The value of service design in strategic planning
Co-creation–a key element of service design–accelerates and eases the change process by deeply engaging internal and external stakeholders with intention.
Service design played an important role in helping understand the needs of SFPL’s diverse stakeholders. This holistic approach ensured the strategy aligned with SFPL’s mission while also being in touch with community and staff needs.
Innovative approach
Harmonic Design led the integration of service design principles throughout the strategic planning process. By focusing on engagement and co-creation, we were able to infuse staff perspectives into SFPL’s vision, mission, and strategies. This approach ensured that everything was adaptable for future plans and ideas.
Engaging actors within the organization
One key factor in our success was the involvement of the thirty-two staff ambassadors selected from different departments. Through co-creative exercises and workshops, these ambassadors became catalysts for organizational change. They managed to close the gap between leadership vision and frontline insights.
“I liked being able to talk in small groups about our value choices (for the worksheet). It prompted deeper conversations, and I could gain a better direction on where my colleagues are at with their own value system.”
Developing trust and collaborative strategies
Collaboration between Harmonic Design, staff ambassadors, and executives helped create a culture of empathy and inclusivity.
This joint effort produced a strategic plan that combined visionary aspirations with easy implementation strategies, all based on SFPL’s operational reality.
“I really appreciate seeing that the feedback from the last session was taken into account. Thank you!”
Catalyzing organizational change
By engaging staff across all levels and departments, we and our partners created a more comprehensive and resonant strategy that strengthened organizational cohesion while improving service excellence. This strategic journey went far beyond the plan itself. It influenced how SFPL’s leadership and staff continue to shape the organization’s future.
By weaving in service design principles of inclusion, coordination, and holistic thinking, Harmonic Design managed to support the leadership team through complex change and engage diverse organizational groups in creating a shared strategic vision.
Outcome
Impact and long-term benefits
The San Francisco Public Library Commission unanimously adopted SFPL’s strategic plan, committing to an ambitious five-year effort to create “a democratic, equitable, and vibrant San Francisco for everyone.” By prioritizing the experiences and needs of stakeholders, SFPL has defined five strategic priorities that will transform the community while providing staff with rewarding careers at the forefront of library innovation.
Insights and reflections on SFPL’s strategic journey
The strategic planning initiative at SFPL shows the transformative potential that service design has within the public sector. Through collaborative and inclusive methods, we developed a forward-thinking, strategic plan that motivated engagement and empathy among its staff and stakeholders.
“This partnership between SFPL and our consulting team resulted in a strategic framework that’s tailored to community needs while aligning with organizational values. It not only ensures SFPL’s adaptability in an ever-developing culture but also serves as a perfect example for organizations navigating change and seeking to set a course for future excellence.”
Michael Lambert, City Librarian
Quote from Vision 2030 San Francisco Public Library Strategic Plan: 2024-2030