Meeting public service expectations by breaking the service model

I really liked this program given by Plano (Texas) public library.  They shared some changes they made in the way they do business.  They weren't earth shattering changes but changes that allowed them to do things more quickly, more efficiently, and with an overall flatter organizational structure (meaning everyone was involved at customer service at some level), they were able to reallocate resources in a way that made a big difference. 

So, while staffing decreased by 14%, circ and program attendance are up significantly.  They believe circ is up because more staff are involved in programming, and thus more patrons are in the building checking out materials.  

Here are some of the changes they made:
Combined clerk and page positions
Centralized collection development to a small team of FT and PT librarians
Implemented floating collections
More attention to "6th" library- Plano library.org
Active social media presence-Pinterest, FB, Twitter, Instagram