“How do you provide for everyone: success with diverse populations in the UK setting”

Libraries for the 21st Century

Managing change – Track 02- speaker 2

A BRAVE NEW WORLD OR JUST PLAIN COMMONSENSE?

Jean Palmer

Andrew Malin

Hillingdon Council

• Hillingdon is located in North West London and stretches from the Buckinghamshire border in the north to Heathrow Airport in the south. It is a key gateway into West London and the United Kingdom.

• At 42 square miles Hillingdon is the second largest of London's 32 boroughs as well as the Corporation of the City of London.

© Crown Copy righ t. A ll righ ts res erved. London Borough o f Hillingdon

100019283 2008

What our customers were telling us…

Only 29% said:

“the choice and condition of books is very good”

Only 28% said:

“attractiveness of the library is very good”

Only 20% said:

“computer facilities are very good”

Context and background

Why change ?

• Listening to the views of users and non-users.

• Key elements/factors in established consultation

processes provide some of the answers.

Context and background

(i) Visitor numbers

� Improving - but a long way to go.

� Visits need to rise by 31% to meet National

Targets

Context and background

• (ii) Stock Issues

� Again, improving but still 16% short on National

Targets.

� Issues need to rise by 13% to meet these.

Context and background

• Conclusion therefore:

• Step Change required.

• Against this background Cllr Higgins(Cabinet Member

for Sports & Culture) instigated a complete review

of the Library Service.

• Next set of slides focus on drivers for change and

overriding objectives of the review.

Drivers for change

• A set of Statements or guiding principles that would

form the basis for the review:

i. Libraries should be about encouraging ‘a love of books’.

ii. Books on their own are not able to create the draw to

encourage the 75% of non-library users into the

libraries.

iii. Challenge is how that 75% can be tapped into and

encouraged in.

The 5 objectives

• The Cabinet Member has focused on this area by

thinking creatively about how the 75% could

potentially be reached/encouraged into libraries.

• Came up with 5 ways:

The 5 Key objectives of the review

• Extending services available in libraries.

• Removing the dividing lines between traditional

services i.e.Adult Education/library services.

• More books in out libraries.

• Libraries as attractive places to visit and relax.

• Better use of our staff.

1. Extending services available in libraries – partnerships – Apple.

Extending services available in libraries.Innovative partnerships-bringing libraries alive

• Providing more services to increase interest

• Building working relationships with well known brands

• Making the library ‘experience’

2. Removing dividing lines between traditional services.

• Adult Education/Library Service.

3.Better stock- more books in our libraries

• Maximising stock numbers with limited council resources

• Providing the titles that people want

• Books to branches, not staff, for dispersal

• End to worthless expensive processes

Better stock – more books in our libraries

• Trial project with major book supplier to simplify the supply-chain of books

• Size Zero concept

• Achieving significant discounts

• Branches order books direct

4. Better buildings- attracting customers

• The 17 libraries within the borough vary greatly in size, architectural style and age of the buildings.

• They all have a loyal customer base, and many are used as community centres and a local resource for group meetings.

A selection of the library buildings

Better buildings- attracting customers

• From drab buildings to live experiences

• Modern, attractive designs to attract new users

• No one-size fits all

• Traditional methods expensive and results not satisfactory

• Move away from separate design projects

Better buildings – attracting customers

• Retailer concepts

• Design Standards/elements

• A Design Manual

• Use of shop fitters

5. Better use of our staff• Branch Managers as key to

the community

• Experienced staff in branches, not the back office

• Culture change- the practice of “public space”v’s “librarian work”discontinued

• Achieving outreach in more effective ways

• Why should users have to go to Central Library

Next stage and future developments

• Library refurbishments

• An extensive programme of works.

� Ruislip Manor – opened October 2007

� Manor Farm – opened March 2008

� 6 More libraries prior to March 2009

� All libraries completed refurbished by 2010

Next stage and future developments

• Now have design manual, template for future refurbishments.

• Lighting, shelving, signage, carpeting etc can all be tendered and priced up.

• Improved prices, economies of scale as ordering for a number of libraries.

• High interest from shop fitters.

Next stage and future developments

• Partnership with Apple Computers

• Apple train staff (librarians, Adult Education,

teachers) who then provide training to end users of

IMACS.

• Down-loading books at libraries.

Next stage and future developments

• Partnership with Starbucks:

• To involve in all future refurbishments.

• On-going training and regular assessment of sites.

Next stage and future developments

• Procurement of books:

• Successful trial with Bertrams.

• Able to order books direct from branches.

• Working to move to true size zero processing.

What do the public think?

• Experiences at Ruislip Manor.

Ruislip Manor Staff

‘The modern building and improved facilities including an increased number of Public computers has proved to be a great success.The coffee shop and seating area has created a relaxed family atmosphere that has been enthusiastically embraced by our existing users, and is also attracting a new young clientele’.-Sandra Stainton Branch Manager

Mum and toddler

‘My daughter loves it here, she pootles around for ages. My older children come to use the computers – I like the Starbucks!’.

Students

‘We really like it. It’s a nice learning environment and we like

Starbucks the most and it does not smell musty !’.

Surfing the net in the cafe

‘We come for the Apple computers – this

building fits in with 2008’.

Coffee and a newspaper

‘I’m in everyday for a cup of coffee and to read the papers. Its nicely laid out,

my granddaughter loves it – did her Cubs reading badge last night, staff helped

her and were brilliant’.

Better than the old library

‘Very good facilities, very nice, in my spare time I come and revise or use the

Internet’.

Good choice of books

‘It’s very nice – I love it - I come here with my granddaughter. It has nice

coffee - good choice of books, and a soothing atmosphere’.

Manor Farm Manager and Staff

"Manor Farm library has been brought up to date whilst retaining its unique

historical character, which will appeal to existing and new users alike. I feel

proud to be the new manager of this library and look forward to working with

the community on delivering the service they want.“

(Manor Farm Manager)

How have the changes effected:

• Visitor numbers ?

• Books issued ?

Visitor numbers at Ruislip Manor (first six months from opening new library)

November (from 8,598 to 15,883 visitors) + 85%

December (from 6,607 to 13,168 visitors) + 117%

January (from 7,791 to 17,318 visitors) + 122%

February (from 7,677 to 14,071 visitors) + 83%

March (from 8,129 to 12,083 visitors) + 49%

April (from 7,341 to 12,207 visitors) + 66%

Issues and renewal numbers at Ruislip Manor (first six months from opening new library)

November (from 7,884 to 14,261 visitors) + 81%

December (from 6,644 to 11,336 visitors) + 71%

January (from 8,304 to 14,118 visitors) + 70%

February (from 8,111 to 14,407 visitors) + 78%

March (from 8,701 to 13,913 visitors) + 60%

April (from 7,910 to 13,177 visitors) + 67%

Visitor numbers at Manor Farm (first three months from opening refurbished library)

June (from 4,285 to 9,793 visitors) + 129%

July (from 1,815 to 10,897 visitors) + 500%

August (from 1,530 to 10,588 visitors) + 592%

Issues and renewal numbers at Manor Farm (first three months from opening refurbished library)

June (from 5,161 to 9,074 visitors) + 76%

July (from 2,447 to 11,398 visitors) + 366%

August (from 2,371 to 12,058 visitors) + 409%

In Conclusion:

• We hope you enjoyed this presentation

• Tomorrow will focus on how we tackled the

important subject of engaging different community

groups