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Embervision Citations

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  • 1. Embervision • Transformational culture change Fi Emberton - Director Ian Spence -Director • No-nonsense commercial and government background Postal address Embervision UK Ltd • Solid experience in library and information Searby’s- Compass House services across the sector Empringham Street Kingston-Upon-Hull • Track record of delivering training with impact HU9 1RP • Straight-talking style – honest and open fiona@embervision.cc • We do not on-sell products so our advice is ian@embervision.cc neutral. Our business is our knowledge and 07958 274757 UK skill . Nothing else. • Skills transfer and monitoring impact through Embervision Australia Pty Ltd 146 Kitchener Road Evidence-Based Management is at the heart Ascot of our work Queensland Q4007 +6173262 7438 • Full professional indemnity and public liability +61400144033 cover Pictures sourced from library clients of Embervision from around the world
  • 2. Graduating from the University of Edinburgh, Fi Emberton began with Marks and Spencer (UK) in their Management Previous Clients Include Programme. She went on to a career in local government and (RFID Projects in Bold) has since worked with the Queensland State Government as Councils; Auckland , Bournemouth, Buckinghamshire, an Executive Director. Fiona now works with clients across Caloundra, Cardiff City, Cheshire West and Chester, the world. She possesses a strong grasp of both operational Cornwall , Cumbria, CyMAL (Welsh National Innovation and strategic issues in the retail and government sectors Project 2006/7) , Devon, The East Riding of Yorkshire, Edinburgh, Glasgow, Hamilton NZ, Hampshire, Ian Spence was educated at Manchester Grammar, and after Lancashire, Leeds, Lincolnshire ,London Borough of graduating from Manchester Met, has worked as a senior Merton, Ealing, Hillingdon, Manacau NZ manager in government for over 25 years. Ian has achieved a ,Monmouthshire, Newcastle,Newport,UK North East solid reputation throughout transformational change and Society of Chief Librarians, North Lincolnshire, North government reorganisation. He has an excellent ability to Yorkshire ,Northamptonshire, Palmerston North NZ, ensure teams embrace innovation and extend beyond their Port Adelaide Enfield, Southampton, Staffordshire, normal capabilities. He is now a co-director of Embervision Stockton-on-Tees, Tauranga NZ, Telford, Warwickshire, and also works internationally. West Sussex, Westminster, Wiltshire. Academic institutions, include The University of the Fi and Ian are supported by a professional and admin team Arts (Central St Martins College), Liverpool Community based in Brisbane and the UK College, (Blackpool and the Fylde , University of Sydney, University of Newcastle. Other organisations include State Library of South Australia, MLA (Museums, Libraries and Archives UK), Qualifications; CILIP, ALIA, Workplace Solutions Brisbane, Multicap Fi University of Strathclyde Business School Diploma – Brisbane and Stradbroke Weddings Distinction, and MCILIP, AALIA University of Edinburgh – Master of Arts Amplis cum Meritus ALIA and CILIP Certificate IV in Workplace Trainer Ian Manchester Metropolitan University BA Library Studies and MCILIP University of Central Lancashire Dip Management AALIA and CILIP
  • 3. Newcastle Library 2008/9 London Borough of Merton 2008/9 The library provides a crèche, meeting rooms, up- After major upheavals within the team market food offer with outdoor terrace, conference (restructuring and redundancies) we were rooms and a top standard archive. brought in to work with the managers and team on leadership, customer care and the In preparation for the new City library, Tony Durcan introduction of new ways of working through (senior exec) arranged for all the libraries to close and RFID. We ran 10 sessions for the 8 library sites all staff to attend a conference in the NFC stadium. This and delegates included senior Council managers included managers , drivers and caretakers. We and elected members. facilitated a day where the future role of the Service was clarified through a briefing from senior team and Can I just say at the end of our more formal various presentations and exercises. contract that it has been a joy working with you. The experience you bring from other authorities We also ran a leadership day for supervisors to action and organisations was invaluable and the plan next steps and to outline some key supervisory challenges you gave did us a lot of good. techniques. Certainly the feedback we got from colleagues in other departments who joined us on the training The most helpful, relaxed, friendly reactions I have ever had days was extremely positive and staff enjoyed in UK public Libraries...If we could get that level across the training. Above all it was your considered the UK, what a transformation. conviction round how things should and can Rachel Van Riel, Dir Opening the Book work that gave the sessions a real thrust and liveliness. Thanks again – Ingrid 020 8545 3770
  • 4. Wales : National Programme across all A North East England Consortia of Library academic, further education and public Services, and North Yorkshire Library Services Libraries In partnership with marketing specialist Chris Hillier, a dual Embervision trained the teams in being available to language programme of toolkits, slides, Blog and seminars was designed to respond to issues identified in the market the visitor on entry, making eye contact, not to ‘jump’ research undertaken earlier. Delegates were helped to on customers and other Innovation Principles. understand their role and their influence over the customer experience and were given a task list of 10 techniques to The key to these projects is for the supervisors to implement at no cost. realise their importance in reinforcing good behaviour The results were impressive; 90% of customers reported and tackling any poor attitudes. staff as even more helpful, 78% reported and improvement in the exterior and interior presentation and 76% saw services they The improvements have been monitored and in those Services applying for Customer Service Excellence award, have used the data in their award application.
  • 5. RFID projects Cornwall County Council Library Service Fi Emberton worked with the team, coaching the members in simple process methodology and facilitating key sessions to identify barriers to service, waste and rework. She work with the team re-engineering the key processes resulting in innovative check-in practices, smoother rostering, pragmatic staff management, improved culture East Riding of Yorkshire – Beverley Library and many practices streamlined. Using a similar model to that used in Cornwall, The Cornwall Council team won the BIC 2008 RFID Embervision designed the layout and trained the implementation prize team in Process Streamlining and Innovation The project exceed its target and reached 95% average for Principles. circulation through the RFID kiosks The project has been identified by elected members and executives as great value, having made savings and avoiding unnecessary equipment and fitments and providing better value from Council resources. ‘Thanks for all your good advice - thank goodness Alan asked me to contact you before our refurb’ – Sue Acey, Area Manager, Beverley .
  • 6. Lincolnshire County Council Library Service Results 2009 Overwhelmingly positive customer We have been working with Mike Cavanagh response on a major project to introduce RFID in Lincolnshire. The first library opened in June Compared to RFID uptake of 30- at Louth followed by 8 others including 60% before the training, self issues Lincoln and Grantham on the Friday (go live) were 90.2% (www.lincolnshire.gov.uk/louthlibrary). We and self discharges were 94.6%. On worked on the design of the layout and the Saturday it was 96.6% self worked with the staff on a set of quality issues and 97.4% self discharges.“ standards around RFID and also looked at Reduction of anti-social behaviour redesigning the processes and procedures, incidents in Lincoln Central by 50% without which true transformation is not in the last 6 months possible. Mike has been really happy to date . "I have to say, it's looking absolutely amazing. As the key visionaries of the new layout you deserve some major praise. Well done”.
  • 7. South Australia – Stirling in Adelaide Hills Head of Service Dee O’Loughlin joined us on our 2004 ten- day tour of New Zealand’s libraries, guided by Fi and retail guru John Stanley Fi then worked with Dee and her team, introducing key techniques in terms of operational matters such as zoning, flows, merchandising and branding. We also helped her with strategic positioning of the Service and encouraged sponsorship as a method of funding. Dee and her team developed the techniques in their current libraries . They also opened their newly developed building – The Coventry Library and secured significant sponsorship for its building fund. Adelaide was great and people so friendly and welcoming. ....the library at Stirling…it’s so beautiful. Tony Durcan OBE Newcastle City Council UK
  • 8. Blackpool and the Fylde College Hamilton City Council, New Zealand This is a Beacon College, a leader in innovative Hamilton is a city library housed on 3 floors – an community engagement and learning. old department store. It not only provides Trained the team in customer awareness, lending services but also houses meeting rooms, generational needs, the college retention rate an events booking service for major shows and and their role in improving it. concerts Also designed high level layout and coached the Director Chris McAllister in customer experience Worked with the Executive, coaching in techniques. community place-making with particular attention to the City Square and its revitalisation, including the library there. We I've had such good feedback about your also redesigned the layout to incorporate a wine sessions. Lots of people saying that things that I bar where the Library manager’s office was! have been talking about suddenly became clear to them. So - in the end the timing turned out to be just right! Fiona,...the libraries are absolutely buzzing with a Chris new energy and vitality...thank you! So much to do, so little time! Faye Faye Clark Director faye.clark@hcc.govt.nz
  • 9. Hampton Gardens Queensland National Retail Fi restructured the team, recruited the new Fi worked with Garden Centre managers, manager, coached her over 6 months. Liz bringing to them the latest ideas from Strong was awarded Garden Centre Manager lifestyle retailing from overseas. of the Year by the industry’s leading body NHGIA and HAL for her work at Hampton Fiona is and exceptional presenter who provides practical tools and ideas to implement in the She also trained the team in customer care, business straight away. She is able to draw on profit-making, merchandising and layout. her experience in a number of very different industries and make them relevant to her Coaching is at the core of our work – aiming audience. Even though our industry is facing to leave skills behind for sustainability. tough times at the moment, Fiona has been able to motivate business owners to act on her advice and make a difference to their business. Sharon Ible Business Skills Development Officer Nursery & Garden Industry Queensland Fi Emberton ;experience a JSA associate