Observations on seaxes, white stilettos and libraries in Essex

Slide 1: Observations on seaxes, white stilettos and libraries in Essex “You can observe a lot just by watching” – Yogi Berra Susan Carragher – Head of Library Services June 2008

Slide 2: Essex County Council Corporate Context • Governance and Politics • My Performance Contract • Performance Related Pay • Individual and Team Rewards • Union Membership 2

Slide 3: resp • ge onsive ng t ievi • co the job - to cu ach mm stom itted done out e - ab • pro rs’ nee ll do ate , wi • cu vide qu ds n n do sio pas lts • ca bitious stom a er fo lity u res der • am cus ea ive • l sit • po ing ust r dt insp an nt solu iration ers tale th • en tions al - an re -o r rtu rate u d bo ing e • se thusias • n leb vat deliv ld in • ce ize tic ti thin mo m to opp king ortu ate the ust nitie and • we nic s • tr mmu • be lcomin • co bold g supportive - of others’ input and perspective, working as one • be proud • working as one • value everyone • integrity 3

Slide 4: Library Coverage within Essex 4

Slide 5: “I did not have three thousand pairs of shoes. I had one thousand and sixty” – Imelda Marcos • 73 Community Libraries • 12 Mobile Libraries • 423 Reading Groups E r your title he re nte • 500 Staff • 2,751.9 hours open per week • £24.8m Expenditure – 44.3% Staffing – 12.1% Premises – 11.4% Resources book fund etc 29 October 2003 Essex County Coun ci l – 22.5% ICT and computing costs – 9.7% Transport, Support etc • £2.5m Income 5

Slide 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 6

Slide 7: “Walk a mile in my shoes is good advice” – Neil Kurshan • 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! 7

Slide 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 8

Slide 9: Building Dreams – the Built Resource of our Service • Location • Regeneration agenda • Pilot delivery methods Colchester Library Basildon Library 9

Slide 10: Buildings and Branding • Starts from the outside and works in • Core branding adapted for each building Harwich Library 10

Slide 11: Saffron Walden - our newest refurbishment 11

Slide 12: Making it Happen – based on best practice from retail sector 1. Our Image 2. Our Customers Witham Library 1. Our Product 2. Our Performance Braintree Library 12

Slide 13: Making it Happen – Floor Walkers • Host role… • Engage with customers… • Offer help, answer enquiries… • Maintain Express Zones… Witham Library • Make library visit enjoyable and positive… 13

Slide 14: RFID -Business Case • Invest to save model • Strategic Drivers 14

Slide 15: RFID -Implementation • Implementation began September 2005 – 18 months • 36 Libraries • Target 50% of transactions self-service Witham Library • Staffing issues / Change Management • ICT Issues 15

Slide 16: RFID -Evaluation • 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 16

Slide 17: RFID -Learning Outcomes • 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. Chelmsford Library 17

Slide 18: Libraries as Front Door to Services • Rationale • Working models • Future Loughton Library Witham Library 18

Slide 19: What do the public think? Chelmsford Library - 20th October 2007 3,456 people came to meet a Dalek 19

Slide 20: “Is it time to go home yet? I keep clicking these damn shoes, but nothing happens” – Robin Hecht Thank You Questions? Susan Carragher - Head of Library Services Essex County Council Tel: 01245 436 761 Email: susan.carragher@essex.gov.uk 20