Floorwalking and book-talking - innovations in English County Libraries

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Floorwalking and book-talking - innovations in English County Libraries. Susan Carragher.Twin Cities Conference: Innovation into Practise- New Service Concepts, Helsinki and Turku, Finland, 13-16 May 2009

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Floorwalking and book-talking - innovations in English County Libraries

  1. 1. Floor Walking, Book Talking Library Modernisation in Essex Libraries Susan Carragher Director of Adult Learning & Libraries May 2009
  2. 2. <ul><li>Essex County Council </li></ul><ul><li>1.4 Million Citizens </li></ul><ul><li>1300 Square Miles </li></ul><ul><li>73 Community Libraries </li></ul><ul><li>12 Mobile Libraries </li></ul><ul><li>800+ Staff </li></ul><ul><li>£24.8 Million Budget </li></ul><ul><li>9 Million Loans Annually </li></ul>
  3. 3. <ul><li>Before 2006 </li></ul><ul><li>“ A good traditional service….” </li></ul><ul><li>Sites at capacity </li></ul><ul><li>User friendly? </li></ul><ul><li>Speak up Survey – user and non-user views </li></ul>
  4. 4. <ul><li>Outcomes of Speak Up Survey </li></ul><ul><li>Promotion publicity </li></ul><ul><li>Unique Offer </li></ul><ul><li>Accessibility </li></ul><ul><li>User Friendly </li></ul><ul><li>Kerb Appeal </li></ul>
  5. 5. <ul><li>Modernising the Library Service </li></ul><ul><li>RFID to 31 Libraries </li></ul><ul><li>Making it Happen </li></ul><ul><li>Retail Therapy </li></ul><ul><li>Building Dreams </li></ul>
  6. 6. <ul><li>Floor Walking </li></ul><ul><li>Host role </li></ul><ul><li>Engage with customers </li></ul><ul><li>Offer help, answer enquiries, maintain express zones, delight customers </li></ul>
  7. 7. <ul><li>Book Talking </li></ul><ul><li>Staff Training </li></ul><ul><li>Ask Chris </li></ul><ul><li>Audience Development Officers </li></ul><ul><li>Book Promotion Activities </li></ul>
  8. 8. <ul><li>Stock exploitation </li></ul><ul><li>Displays – Express zones, display bins </li></ul><ul><li>Other channels – e-newsletter, Ask Chris, </li></ul><ul><li>promotions, Reading Groups </li></ul>
  9. 9. Reading Escapes
  10. 10. <ul><li>Book groups </li></ul>
  11. 11. <ul><li>Book Groups </li></ul><ul><li>A variety of different groups – workplace, audio, children, health. </li></ul><ul><li>Themed suggestions lists can be used by staff and volunteers </li></ul><ul><li>Promotion of back stock </li></ul><ul><li>Promotion and ownership of events </li></ul>
  12. 12. <ul><li>Before and After </li></ul>Before After Witham Library
  13. 13. <ul><li>Some Evidence of Success </li></ul><ul><li>Staff helpfulness (very good) 66.6% - 81.8% </li></ul><ul><li>Positive experiences up from 75.6% - 88.1% </li></ul><ul><li>Negative experiences down from 24.1% - 11.9% </li></ul><ul><li>RFID 65% issues 85% returns </li></ul>
  14. 14. <ul><li>What do the public think? </li></ul>Susan Carragher Telephone: 01245 434 668 Email: susan.carragher@essex.gov.uk

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