Floor Walking, Book Talking Library Modernisation in Essex Libraries Susan Carragher Director of Adult Learning & Libraries May 2009

Essex County Council 1.4 Million Citizens 1300 Square Miles 73 Community Libraries 12 Mobile Libraries 800+ Staff £24.8 Million Budget 9 Million Loans Annually

Essex County Council

1.4 Million Citizens

1300 Square Miles

73 Community Libraries

12 Mobile Libraries

800+ Staff

£24.8 Million Budget

9 Million Loans Annually

Before 2006 “ A good traditional service….” Sites at capacity User friendly? Speak up Survey – user and non-user views

Before 2006

“ A good traditional service….”

Sites at capacity

User friendly?

Speak up Survey – user and non-user views

Outcomes of Speak Up Survey Promotion publicity Unique Offer Accessibility User Friendly Kerb Appeal

Outcomes of Speak Up Survey

Promotion publicity

Unique Offer

Accessibility

User Friendly

Kerb Appeal

Modernising the Library Service RFID to 31 Libraries Making it Happen Retail Therapy Building Dreams

Modernising the Library Service

RFID to 31 Libraries

Making it Happen

Retail Therapy

Building Dreams

Floor Walking Host role Engage with customers Offer help, answer enquiries, maintain express zones, delight customers

Floor Walking

Host role

Engage with customers

Offer help, answer enquiries, maintain express zones, delight customers

Book Talking Staff Training Ask Chris Audience Development Officers Book Promotion Activities

Book Talking

Staff Training

Ask Chris

Audience Development Officers

Book Promotion Activities

Stock exploitation Displays – Express zones, display bins Other channels – e-newsletter, Ask Chris, promotions, Reading Groups

Stock exploitation

Displays – Express zones, display bins

Other channels – e-newsletter, Ask Chris,

promotions, Reading Groups

Reading Escapes

Book groups

Book groups

Book Groups A variety of different groups – workplace, audio, children, health. Themed suggestions lists can be used by staff and volunteers Promotion of back stock Promotion and ownership of events

Book Groups

A variety of different groups – workplace, audio, children, health.

Themed suggestions lists can be used by staff and volunteers

Promotion of back stock

Promotion and ownership of events

Before and After Before After Witham Library

Before and After

Some Evidence of Success Staff helpfulness (very good) 66.6% - 81.8% Positive experiences up from 75.6% - 88.1% Negative experiences down from 24.1% - 11.9% RFID 65% issues 85% returns

Some Evidence of Success

Staff helpfulness (very good) 66.6% - 81.8%

Positive experiences up from 75.6% - 88.1%

Negative experiences down from 24.1% - 11.9%

RFID 65% issues 85% returns

What do the public think? Susan Carragher Telephone: 01245 434 668 Email: susan.carragher@essex.gov.uk

What do the public think?