PUBLIC LIBRARIES AS COMMUNITY HUBS Jeanette Castle Library and Heritage Services Manager 4 th   May  2011
 
West Lothian, Scotland <ul><li>Population 172,080 (2010 mid year estimate) </li></ul><ul><li>Mixture of historic towns ( L...
West Lothian Libraries <ul><li>14 Community Libraries </li></ul><ul><li>Two mobile libraries </li></ul><ul><li>Local Histo...
Service Aims 05/09/11 We aim to provide for the  learning ,  information ,  leisure  and  cultural  requirements and fair ...
 
Community Priorities for Public Libraries <ul><li>How do we know what people want? </li></ul><ul><ul><li>Customer Service ...
05/09/11
Building Community Hubs <ul><li>Expanding Relevance of Public Libraries </li></ul><ul><li>Contributing to key council obje...
05/09/11
Blackburn Connected First Report Card <ul><li>Unique Service -integrated staff roles </li></ul><ul><li>Enquires increased ...
05/09/11
Blackburn Connected Success <ul><li>Positive attitude to change </li></ul><ul><li>Exceptional Customer Care skills </li></...
 
Carmondean Connected <ul><li>Creation of a dynamic community hub  - library, CIS, housing, debt advice, employability, col...
 
Community Hub = Increased partnership working <ul><li>New models of delivery </li></ul><ul><ul><ul><li>Integrated Local Hi...
 
Impact @Carmondean  <ul><li>Partners come to us – i.e. food coop </li></ul><ul><li>Increase in visits, PC use, WiFi use, i...
 
Fauldhouse Connected! 05/09/11
Fauldhouse Partnership Centre <ul><li>Library, access to council services,  swimming pool, health centre, pharmacy, games ...
Where Now? <ul><li>Bathgate Partnership Centre opening September 2011 </li></ul><ul><li>Customer Services Integration </li...
 
Be a little careful about your library. Do you foresee what you will do with it? Very little to be sure. But the real ques...
Contact Us <ul><li>http://www.westlothian.gov.uk/tourism/libservices/ </li></ul><ul><li>Jeanette Castle </li></ul><ul><li>...
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Public Libraries as Community Hubs

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To (too?) Public: library Marketing and Public Relations in Public Libraries Today. Presentation by Jeanette Castle, Library and Heritage Services Manager, West Lothian Council, Scotland

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  • * 07/16/96 * ## This is a group gathered to welcome our Bookstart Co- ordinater Anne McEwan, who does story telling sessions called “Bounce and Tickle”. The BOOKSTART scheme has brought lots of laughter and fun into our libraries. This scheme targets parents and carers along with their babies, and Anne, takes the Bounce and Tickle story telling sessions into libraries and nurseries
  • Transcript of "Public Libraries as Community Hubs"

    1. 1. PUBLIC LIBRARIES AS COMMUNITY HUBS Jeanette Castle Library and Heritage Services Manager 4 th May 2011
    2. 3. West Lothian, Scotland <ul><li>Population 172,080 (2010 mid year estimate) </li></ul><ul><li>Mixture of historic towns ( Linlithgow), new town of Livingstone and ex industrial and mining towns and villages, Bathgate, Fauldhouse </li></ul><ul><li>Birthplace and home of Susan Boyle and birthplace of David Tennant </li></ul>
    3. 4. West Lothian Libraries <ul><li>14 Community Libraries </li></ul><ul><li>Two mobile libraries </li></ul><ul><li>Local History and Information Service Library </li></ul><ul><li>Partnership Centres </li></ul><ul><li>66 library staff </li></ul><ul><li>Increase in issues, visits and members </li></ul>
    4. 5. Service Aims 05/09/11 We aim to provide for the learning , information , leisure and cultural requirements and fair and equal access to council and government information for people who live, work or have and interest in West Lothian.
    5. 7. Community Priorities for Public Libraries <ul><li>How do we know what people want? </li></ul><ul><ul><li>Customer Service Excellence </li></ul></ul><ul><ul><li>Community Engagement </li></ul></ul><ul><ul><li>Librarian’s outreach work </li></ul></ul><ul><ul><li>Listening to our customers – always </li></ul></ul><ul><ul><li>Co Production </li></ul></ul>
    6. 8. 05/09/11
    7. 9. Building Community Hubs <ul><li>Expanding Relevance of Public Libraries </li></ul><ul><li>Contributing to key council objectives </li></ul><ul><li>Building on staff skill levels and reappraisal of building utilisation </li></ul><ul><li>Cultural shift – creatively engaging and encouraging active participation </li></ul><ul><li>Better for customers! </li></ul>
    8. 10. 05/09/11
    9. 11. Blackburn Connected First Report Card <ul><li>Unique Service -integrated staff roles </li></ul><ul><li>Enquires increased by 38.4% </li></ul><ul><li>PC use increased by 57.8% </li></ul><ul><li>Issues increased by 1.2% </li></ul><ul><li>Outreach work to St John’s Hospital with advice and support to macmillan centre patients </li></ul>05/09/11
    10. 12. 05/09/11
    11. 13. Blackburn Connected Success <ul><li>Positive attitude to change </li></ul><ul><li>Exceptional Customer Care skills </li></ul><ul><li>Commitment to providing friendly efficient service </li></ul><ul><li>Team spirit which ensures mutual suppot </li></ul><ul><li>Ethos that “the customer is never in the wrong place” </li></ul>05/09/11
    12. 15. Carmondean Connected <ul><li>Creation of a dynamic community hub - library, CIS, housing, debt advice, employability, college, Community learning and development, health…… </li></ul><ul><li>Extension of opening hours </li></ul><ul><li>Use of technology - self service issue, cash payment machine, video link booth. </li></ul><ul><li>Increase in pc numbers, coffee area, wifi area </li></ul><ul><li>Macmillan Cancer Information and Support Centre. </li></ul>05/09/11
    13. 17. Community Hub = Increased partnership working <ul><li>New models of delivery </li></ul><ul><ul><ul><li>Integrated Local History and Information Library in the Linlithgow County Buildings – creating the first West Lothian Heritage Hub </li></ul></ul></ul><ul><ul><ul><li>Fauldhouse Partnership Centre </li></ul></ul></ul><ul><ul><ul><li>Bathgate Partnership Centre </li></ul></ul></ul><ul><ul><ul><li>New build Armadale Library within the Armadale Community Centre </li></ul></ul></ul><ul><ul><ul><li>New build Pumpherston and Uphall Station Community Library </li></ul></ul></ul><ul><ul><ul><li>Mobile Library redesign </li></ul></ul></ul>05/09/11
    14. 19. Impact @Carmondean <ul><li>Partners come to us – i.e. food coop </li></ul><ul><li>Increase in visits, PC use, WiFi use, issues, enquiries, use by services </li></ul><ul><li>Increase in Cancer Information and Advice Centre drop in numbers </li></ul><ul><ul><li>Support groups developing : i.e Laryngectomy and Bereavement </li></ul></ul>
    15. 21. Fauldhouse Connected! 05/09/11
    16. 22. Fauldhouse Partnership Centre <ul><li>Library, access to council services, swimming pool, health centre, pharmacy, games hall, pharmacy, policy, community rooms….. </li></ul><ul><li>Generically trained integrated staff </li></ul><ul><li>Customer service focus </li></ul><ul><li>Linking up services – health information </li></ul>
    17. 23. Where Now? <ul><li>Bathgate Partnership Centre opening September 2011 </li></ul><ul><li>Customer Services Integration </li></ul><ul><li>Mobile Library Service redesign </li></ul><ul><li>Further Technology : RFID, Tellytalk, eBooks, Virtual Library … </li></ul><ul><li>Monitoring Outcomes and Social Impact </li></ul>
    18. 25. Be a little careful about your library. Do you foresee what you will do with it? Very little to be sure. But the real question is, What it will do with you? You will come here and get books that will open your eyes, and your ears, and your curiosity, and turn you inside out or outside in. Ralph Waldo Emerson 05/09/11
    19. 26. Contact Us <ul><li>http://www.westlothian.gov.uk/tourism/libservices/ </li></ul><ul><li>Jeanette Castle </li></ul><ul><li>Library and Heritage Services Manager </li></ul><ul><li>West Lothian Council </li></ul><ul><li>[email_address] </li></ul>
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