• 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
• Track record of delivering training with impact HU9 1RP
• Straight-talking style – honest and open
• We do not on-sell products so our advice is firstname.lastname@example.org
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
• Full professional indemnity and public liability +61400144033
Pictures sourced from library
clients of Embervision from
around the world
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),
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
ALIA and CILIP
Certificate IV in Workplace Trainer
Ian Manchester Metropolitan University BA Library Studies
University of Central Lancashire Dip Management
AALIA and CILIP
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.
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
Thanks again – Ingrid
020 8545 3770
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.
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
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
Lincolnshire County Council Library Service
Overwhelmingly positive customer
We have been working with Mike Cavanagh
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
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
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!
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.
Business Skills Development Officer
Nursery & Garden Industry Queensland
Fi Emberton ;experience a JSA