Building Edinburgh’s 21 st Century Libraries a self evaluation and improvement model Liz McGettigan Head of Library and Information Services Edinburgh City

External trends A much more networked world Much more bandwidth Many more devices Much more digitised content More hunger for knowledge More demand for learning More competition for time

Library trends Total cost driven downwards – via more automation More digital content and alternatives Many more digital natives Faster, more relevant, more timely, more personal, Customer interaction, adding and amending, suggesting content. Users serving themselves anywhere, anytime Universally searchable library

Edinburgh City Libraries George Washington Browne 25 Community Libraries 5 Mobile Libraries Prison Library Information services ICT and leaning services Interpretation and translation services Hospitals Care homes Housebound 2.7 million visits 2.9 million issues

George Washington Browne

25 Community Libraries

5 Mobile Libraries

Prison Library

Information services

ICT and leaning services

Interpretation and translation services

Hospitals

Care homes

Housebound

2.7 million visits

2.9 million issues

Priorities Demonstrating impact Engaged public libraries Catalysts for regeneration Staff - the future of Edinburgh’s success. Customer satisfaction, learning and culture, quality of life, exceeding communities expectations. Modernisation, service and process improvement and reengineering. Shared and flexible staffing and building resources. High quality electronic resources / virtual library. National and local partnership.

Demonstrating impact

Engaged public libraries

Catalysts for regeneration

Staff - the future of Edinburgh’s success.

Customer satisfaction, learning and culture, quality of life, exceeding communities expectations.

Modernisation, service and process improvement and reengineering.

Shared and flexible staffing and building resources.

High quality electronic resources / virtual library.

National and local partnership.

… and Inclusion Health and wellbeing A sense of place A learning city A major contribution to cultural life of the city

Inclusion

Health and wellbeing

A sense of place

A learning city

A major contribution to cultural life of the city

Increased service demands require quality management and new approaches… ECLIS is improving rapidly in all of these areas and here’s how

Access to information Participation Meeting readers’ and learners’ needs Organisation and use of resources and space Leadership, Ethos and values

Access to Information WEB 2/3 ELECTRONIC RESOURCES LITERACIES- BUSINESS & HEALTH

Virtual library Future proofing One –stop self serve New website New catalogue New community Information Capital collections Enquire Ask Scotland Text and e-newsletters Text predues Plasma screens Blogs Wikis, Facebook Interactive desks

Future proofing

One –stop self serve

New website

New catalogue

New community Information

Capital collections

Enquire

Ask Scotland

Text and e-newsletters

Text predues

Plasma screens

Blogs Wikis, Facebook

Interactive desks

Personal and community participation COMMUNITY HUBS SOCIAL CAPITAL COHESION

Tailored community services Promoting social justice civic engagement and democracy Minimising exclusion Early intervention Improvements to our online offer - the library catalogue, community information and website Promoting access to Scotland’s cultural heritage More new items on the shelves faster Increased Library involvement in community events/activities and partnerships

Promoting social justice civic engagement and democracy

Minimising exclusion

Early intervention

Improvements to our online offer - the library catalogue, community information and website

Promoting access to Scotland’s cultural heritage

More new items on the shelves faster

Increased Library involvement in community events/activities and partnerships

Cultural life City of literature Partners in the Festival Book festival An international role Local culture Community cohesion

City of literature

Partners in the Festival

Book festival

An international role

Local culture

Community cohesion

Organisation and use of resources BUILDINGS BUDGETS MARKETING AND PROMOTION

Technology Freeing up staff Booking system Self issue and return RFID Plasma screens E-books New look catalogue and community information Interactive desks Payment kiosks

Freeing up staff

Booking system

Self issue and return RFID

Plasma screens

E-books

New look catalogue and community information

Interactive desks

Payment kiosks

Buildings and impact WOW factor exuding energy, encouraging learning and creativity Zoning Multi functional Flexible spaces 4 new libraries 5 refubishments Outcomes Pride and ownership Translates as an investment in communities and individuals Impact on staff mentality

WOW factor

exuding energy, encouraging learning and creativity

Zoning

Multi functional Flexible spaces

4 new libraries 5 refubishments

Outcomes

Pride and ownership

Translates as an investment in communities and individuals

Impact on staff mentality

Buildings and access Extending our weekend opening Saturdays and Sundays from 6 - 10 Attractive modern buildings Comfortable stylish spaces to read, learn, study and relax Self service Stylish teen sections, Fun children’s areas Sense of place and local heritage sections Music and DVDs sound stations Bookshop style displays and furnishings a large number of computer workstations Community and business meeting rooms

Extending our weekend opening Saturdays and Sundays from 6 - 10

Attractive modern buildings

Comfortable stylish spaces to read, learn, study and relax

Self service

Stylish teen sections, Fun children’s areas

Sense of place and local heritage sections

Music and DVDs sound stations

Bookshop style displays and furnishings

a large number of computer workstations

Community and business meeting rooms

George Washington Browne The Vision Part of the city’s undoubted strengths as an iconic national capital of international standing World class destination World class Collections - The Edinburgh story in the Edinburgh room Capital collections Alive with technology Welcoming, beautiful, regenerated Income generating Funding cocktail

The Vision

Part of the city’s undoubted strengths as an iconic national capital of international standing

World class destination

World class Collections - The Edinburgh story in the Edinburgh room

Capital collections

Alive with technology

Welcoming, beautiful, regenerated

Income generating

Funding cocktail

Meeting readers’ needs MILLION ITEMS EVENTS CITY OF LITERATURE

Marketing and promotion Marketing plan Brand design manual Signage Client segmentation A full range of programming for adults and children User surveys Text and e-newsletters Text predues Plasma screens Blogs Wikis, Facebook

Marketing plan

Brand design manual

Signage

Client segmentation

A full range of programming for adults and children

User surveys

Text and e-newsletters

Text predues

Plasma screens

Blogs Wikis, Facebook

Learners’ experiences CITY WIDE SELF FUNDING EMPLOYABILITY

Learning A free self funding learning service Literacy, numeracy, ICT and health literacies Family learning ESOL Family history Parenting CV workshops Small business ECDL DDA accessible ICT

A free self funding learning service

Literacy, numeracy, ICT and health literacies

Family learning

ESOL

Family history

Parenting

CV workshops

Small business ECDL

DDA accessible ICT

Ethos and Values CUSTOMER SERVICE EXCELLENCE STAFF SOCIAL CAPITAL COHESION INCLUSION

Older people Digital inclusion Active lives Sense of place Volunteers/ Buddies Inter generational events Books to go Reading groups Electronic housebound services ICT in residential homes

Digital inclusion

Active lives

Sense of place

Volunteers/ Buddies

Inter generational events

Books to go

Reading groups

Electronic housebound services

ICT in residential homes

… and staff Engaged and enthusiastic with expertise in many areas of community life and business Home grown staff and volunteers Delivering special services for people with disabilities or language problems Described by customers as friendly, professional, warm, courteous, welcoming and helpful ‘ meeters and greeters’ Round pegs in round holes

Engaged and enthusiastic

with expertise in many areas of community life and business

Home grown staff and volunteers

Delivering special services for people with disabilities or language problems

Described by customers as friendly, professional, warm, courteous, welcoming and helpful

‘ meeters and greeters’

Round pegs in round holes

Health Key focus Health literacy Bibliotherapy Health hubs across the city Partnerships

Key focus

Health literacy

Bibliotherapy

Health hubs across the city

Partnerships

Children Early intervention Every child a member Bounce and Tickle Count me in School and nursery visits Teacher in the library 3-6 Programme of events and storytimes Summer activities programmes Parenting collections and classes Online homework helper School Project collections One library card school and public Dyslexia support Safe use of the internet

Early intervention

Every child a member

Bounce and Tickle

Count me in

School and nursery visits

Teacher in the library 3-6

Programme of events and storytimes

Summer activities programmes

Parenting collections and classes

Online homework helper

School Project collections

One library card school and public

Dyslexia support

Safe use of the internet

Places they love to visit and learn Bright colourful stimulating creativity

Young people A voice in designing and running their own space, Opportunities to display their abilities and win the respect of peers and adults Leadership Assistants Opportunities to learn film, video, computer and animation skills – Music studio Local history films WIIs Volunteering opportunities

A voice in designing and running their own space,

Opportunities to display their abilities and win the respect of peers and adults

Leadership Assistants

Opportunities to learn film, video, computer and animation skills – Music studio

Local history films

WIIs

Volunteering opportunities

CRAIGMILLAR

Leadership PLANNING and VISION VALUES STAFF BUY IN

Standards Quality and excellence across the board Tesco model Superstore Metro Express Online PLQIM Customer Service Excellence Community consultation and satisfaction

Quality and excellence across

the board

Tesco model

Superstore

Metro

Express

Online

PLQIM

Customer Service Excellence

Community consultation and satisfaction

Thank you for listening