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.

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Observations on seaxes, white stilettos and libraries in Essex

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

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