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Observations on seaxes, white stilettos and libraries in Essex
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Observations on seaxes, white stilettos and libraries in Essex

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A description of Essex Public Libraries, including new refurbishments, RFID implementation and other initiatives. Presented by Susan Carragher at the CILIPS Centenary Conference on 4 Jun 2008.

A description of Essex Public Libraries, including new refurbishments, RFID implementation and other initiatives. Presented by Susan Carragher at the CILIPS Centenary Conference on 4 Jun 2008.

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  • 1. Susan Carragher – Head of Library Services June 2008 Observations on seaxes, white stilettos and libraries in Essex “ You can observe a lot just by watching” – Yogi Berra
  • 2.
    • Governance and Politics
    • My Performance Contract
    • Performance Related Pay
    • Individual and Team Rewards
    • Union Membership
    Essex County Council Corporate Context
  • 3. passionate - about achieving results • leader • can do, will do • positive • ambitious responsive - to customers’ needs • get the job done • provide quality • committed • customer focus inspirational - and bold in thinking and solutions • enthusiastic • welcoming • seize opportunities • be bold supportive - of others’ input and perspective, working as one • be proud • working as one • value everyone • integrity motivating - others and trusting them to deliver • trust • nurture talent • communicate • celebrate
  • 4. Library Coverage within Essex
  • 5.
    • 73 Community Libraries
    • 12 Mobile Libraries
    • 423 Reading Groups
    • 500 Staff
    • 2,751.9 hours open per week
    • £24.8m Expenditure
      • 44.3% Staffing
      • 12.1% Premises
      • 11.4% Resources book fund etc
      • 22.5% ICT and computing costs
      • 9.7% Transport, Support etc
    • £2.5m Income
    “ I did not have three thousand pairs of shoes. I had one thousand and sixty” – Imelda Marcos
  • 6. “ Let your dreams outgrow the shoes of your expectations” – Ryunosuke Satoro
    • Structure and Roles
    • Building Dreams - Statement of Vision for the Built Resources of the Service
    • Making it Happen – Retail Practice
    • RFID – Business Case
    • Libraries as Front Door to Council and other Services
    Stock Library
  • 7.
    • Library Assistant -> Customer Services Assistant
    • Pro-active: floor-walking and book talking, not book-stamping
    • Custodians -> entrepreneurs
    • Training and development to support change
    • Ability to personalise targets and reward
    • staff
    • FISH!
    “ Walk a mile in my shoes is good advice” – Neil Kurshan
  • 8. Building Dreams – Statement of Vision for the Built Resources of the Service
    • Flagship Libraries
    • Large Town Libraries
    • Town Libraries
    • Suburban Libraries
    • Small Town and Village Libraries
    Chelmsford Library
  • 9. Building Dreams – the Built Resource of our Service
    • Location
    • Regeneration agenda
    • Pilot delivery methods
    Colchester Library Basildon Library
  • 10. Buildings and Branding
    • Starts from the outside and works in
    • Core branding adapted for each building
    Harwich Library
  • 11. Saffron Walden - our newest refurbishment
  • 12. Making it Happen – based on best practice from retail sector Witham Library Braintree Library
    • Our Image
    • Our Customers
    • Our Product
    • Our Performance
  • 13. Making it Happen – Floor Walkers
    • Host role…
    • Engage with customers…
    • Offer help, answer enquiries…
    • Maintain Express Zones…
    • Make library visit enjoyable and positive…
    Witham Library
  • 14.
    • Invest to save model
    • Strategic Drivers
    RFID -Business Case
  • 15.
    • Implementation began September 2005 – 18 months
    • 36 Libraries
    • Target 50% of transactions self-service
    • Staffing issues / Change Management
    • ICT Issues
    RFID -Implementation Witham Library
  • 16.
    • Moving from self-service to stock management and book supply chain process.
    • 65% of loans and 85% of returns by self-service
    • Resident satisfaction with service increased from 73% in 2003 to 80% in 2007
    • Loans increased
    • Self-Service drives Library design
    RFID -Evaluation
  • 17.
    • The introduction of RFID in isolation, without the accompanying staff development and library build presentation, produces less successful outcomes.
    • The project has demonstrated how partnership working – suppliers, contractors, other councils – can produce excellent results which are not obtainable alone.
    RFID -Learning Outcomes Chelmsford Library
  • 18. Libraries as Front Door to Services
    • Rationale
    • Working models
    • Future
    Loughton Library Witham Library
  • 19. Chelmsford Library - 20 th October 2007 3,456 people came to meet a Dalek What do the public think?
  • 20. Thank You Questions?
    • Susan Carragher - Head of Library Services
    • Essex County Council
    • Tel:  01245 436 761
    • Email:  [email_address]
    “ Is it time to go home yet? I keep clicking these damn shoes, but nothing happens” – Robin Hecht