Developing Customer Focus and Standards
Mark Freeman
Libraries Manager, South Tyneside Council
Your wish is my command!
Career Development Group National Conference
Liverpool 2009

 Chief Librarian of South Tyneside
 Chair of SCL NE
 Chair of Share the Vision
 Twelve Library Authorities
 Formerly supported by an active MLA

 Passionate people, Passionate Places
 The most northerly region of England
 Roman and Christian Heritage
 The historic Border country
 The Industrial Powerhouse

 Now twelve Unitary Authorities
 Small but perfectly formed!
 2.6 million population
 Two sub regions, two Counties
 225 libraries in the Region
 13.2 million visits per annum
 13.4 Million book issues per year
 National Indicator 9 – 45.9 for NE

 Reading North and Frontline
 Welcome to your library
 Investors in Children
 North East Accessible Libraries and
Information Services
 Embervision

 SCL NE’s Groups
 Branching Out
 Reader’s Days
 Training
 Frontline training
 National Year of Reading

 Paul Hamlyn Foundation project
 Originated in London
 6 Pilot projects around country
 Tyne and Wear sub regional project
 Only multi site pilot
 Training
 Events and establishment of networks
 www.welcometoyourlibrary.org.uk

 Supported by MLA North East
 Organised through ASCEL/SCL NE Group
 Individual Authority approach
 Engagement with Young People
 Action Planning
 Improvements

 North East Accessible Libraries and
Information Services
 Partnership with voluntary sector and Share
the Vision
 Improved services
 Better coordination
 Higher satisfaction and better coverage

 Increased focus on the customer base
 New ways of working
 RFID and Self Issue
 Improve our image
 Reduce customer stress
 Remove barriers
 Modernise
 Consistency

 Fiona Emberton – retail/libraries background
 Back to the basic messages
 Focus on our business
 Customer awareness
 Housekeeping

Newcastle were the “Trail blazers”

 June 2008 Three Conferences
 Agreement of set of Regional Standards
 Individual Authorities approach
 Auditing libraries
 Make changes and adjust working practices
 Re-audit to see changes

 Fiona -the background and the theory
 Hosting and Welcoming
 Consultancy
 Street appeal
 Building transition zones and impression
 Managing Space and Layouts
 Display and merchandising
 Posters, brochures and community information
 Know how you are doing

 Interpersonal skills & customer “radar”
 Being distinguishable
 Hunters and gatherers
 “The reference interview”
 Don’t point!
 Making sure needs are met

 Exteriorappeal
 What lies inside
 Customer impression
 How does it feel?

Before!

After !

Before!

After!

 Managing spaces
 Marketing
 Postersand brochures
 Know your service

 Going shopping
 Workshops
 Producing the Standards
 The Champions

 Adopted a set of Regional Standards
 Whole Authority approach
 Individual styles
 Our vision for the future.

 One size does not fit all
 We can work regionally
 You can’t do everything at once
 You can do something!

mark.freeman@southtyneside.gov.uk