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“How do you provide for everyone: success with diverse populations in the UK setting”


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Bridging Worlds Conference 2008, Singapore
Day Two Track Two
Speaker 2 - Andrew Malin & Jean Palmer

Published in: Education
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“How do you provide for everyone: success with diverse populations in the UK setting”

  1. 1. Libraries for the 21st Century Managing change – Track 02- speaker 2
  3. 3. Hillingdon Council • Hillingdon is located in North West London and stretches from the Buckinghamshire border in the north to Heathrow Airport in the south. It is a key gateway into West London and the United Kingdom. • At 42 square miles Hillingdon is the second largest of London's 32 boroughs as well as the Corporation of the City of London.
  4. 4. © Crown Copy rig h t. A ll rig h ts res erve d . Lo n d on Bo ro ug h o f Hilling d on 1 00 0 1 92 8 3 20 08
  5. 5. What our customers were telling us… Only 29% said: “the choice and condition of books is very good” Only 28% said: “attractiveness of the library is very good” Only 20% said: “computer facilities are very good”
  6. 6. Context and background Why change ? • Listening to the views of users and non-users. • Key elements/factors in established consultation processes provide some of the answers.
  7. 7. Context and background (i) Visitor numbers Improving - but a long way to go. Visits need to rise by 31% to meet National Targets
  8. 8. Context and background • (ii) Stock Issues Again, improving but still 16% short on National Targets. Issues need to rise by 13% to meet these.
  9. 9. Context and background • Conclusion therefore: • Step Change required. • Against this background Cllr Higgins(Cabinet Member for Sports & Culture) instigated a complete review of the Library Service. • Next set of slides focus on drivers for change and overriding objectives of the review.
  10. 10. Drivers for change • A set of Statements or guiding principles that would form the basis for the review: i. Libraries should be about encouraging ‘a love of books’. ii. Books on their own are not able to create the draw to encourage the 75% of non-library users into the libraries. iii. Challenge is how that 75% can be tapped into and encouraged in.
  11. 11. The 5 objectives • The Cabinet Member has focused on this area by thinking creatively about how the 75% could potentially be reached/encouraged into libraries. • Came up with 5 ways:
  12. 12. The 5 Key objectives of the review • Extending services available in libraries. • Removing the dividing lines between traditional services i.e.Adult Education/library services. • More books in out libraries. • Libraries as attractive places to visit and relax. • Better use of our staff.
  13. 13. 1. Extending services available in libraries – partnerships – Apple.
  14. 14. Extending services available in libraries.Innovative partnerships- bringing libraries alive • Providing more services to increase interest • Building working relationships with well known brands • Making the library ‘experience’
  15. 15. 2. Removing dividing lines between traditional services. • Adult Education/Library Service.
  16. 16. 3.Better stock- more books in our libraries • Maximising stock numbers with limited council resources • Providing the titles that people want • Books to branches, not staff, for dispersal • End to worthless expensive processes
  17. 17. Better stock – more books in our libraries • Trial project with major book supplier to simplify the supply- chain of books • Size Zero concept • Achieving significant discounts • Branches order books direct
  18. 18. 4. Better buildings- attracting customers • The 17 libraries within the borough vary greatly in size, architectural style and age of the buildings. • They all have a loyal customer base, and many are used as community centres and a local resource for group A selection of the library buildings meetings.
  19. 19. Better buildings- attracting customers • From drab buildings to live experiences • Modern, attractive designs to attract new users • No one-size fits all • Traditional methods expensive and results not satisfactory • Move away from separate design projects
  20. 20. Better buildings – attracting customers • Retailer concepts • Design Standards/elements • A Design Manual • Use of shop fitters
  21. 21. 5. Better use of our staff • Branch Managers as key to the community • Experienced staff in branches, not the back office • Culture change- the practice of “public space” v’s “librarian work” discontinued • Achieving outreach in more effective ways • Why should users have to go to Central Library
  22. 22. Next stage and future developments • Library refurbishments • An extensive programme of works. Ruislip Manor – opened October 2007 Manor Farm – opened March 2008 6 More libraries prior to March 2009 All libraries completed refurbished by 2010
  23. 23. Next stage and future developments • Now have design manual, template for future refurbishments. • Lighting, shelving, signage, carpeting etc can all be tendered and priced up. • Improved prices, economies of scale as ordering for a number of libraries. • High interest from shop fitters.
  24. 24. Next stage and future developments • Partnership with Apple Computers • Apple train staff (librarians, Adult Education, teachers) who then provide training to end users of IMACS. • Down-loading books at libraries.
  25. 25. Next stage and future developments • Partnership with Starbucks: • To involve in all future refurbishments. • On-going training and regular assessment of sites.
  26. 26. Next stage and future developments • Procurement of books: • Successful trial with Bertrams. • Able to order books direct from branches. • Working to move to true size zero processing.
  27. 27. What do the public think? • Experiences at Ruislip Manor.
  28. 28. Ruislip Manor Staff ‘The modern building and improved facilities including an increased number of Public computers has proved to be a great success.The coffee shop and seating area has created a relaxed family atmosphere that has been enthusiastically embraced by our existing users, and is also attracting a new young clientele’.- Sandra Stainton Branch Manager
  29. 29. Mum and toddler ‘My daughter loves it here, she pootles around for ages. My older children come to use the computers – I like the Starbucks!’.
  30. 30. Students ‘We really like it. It’s a nice learning environment and we like Starbucks the most and it does not smell musty !’.
  31. 31. Surfing the net in the cafe ‘We come for the Apple computers – this building fits in with 2008’.
  32. 32. Coffee and a newspaper ‘I’m in everyday for a cup of coffee and to read the papers. Its nicely laid out, my granddaughter loves it – did her Cubs reading badge last night, staff helped her and were brilliant’.
  33. 33. Better than the old library ‘Very good facilities, very nice, in my spare time I come and revise or use the Internet’.
  34. 34. Good choice of books ‘It’s very nice – I love it - I come here with my granddaughter. It has nice coffee - good choice of books, and a soothing atmosphere’.
  35. 35. Manor Farm Manager and Staff quot;Manor Farm library has been brought up to date whilst retaining its unique historical character, which will appeal to existing and new users alike. I feel proud to be the new manager of this library and look forward to working with the community on delivering the service they want.“ (Manor Farm Manager)
  36. 36. How have the changes effected: • Visitor numbers ? • Books issued ?
  37. 37. Visitor numbers at Ruislip Manor (first six months from opening new library) November (from 8,598 to 15,883 visitors) + 85% December (from 6,607 to 13,168 visitors) + 117% January (from 7,791 to 17,318 visitors) + 122% February (from 7,677 to 14,071 visitors) + 83% March (from 8,129 to 12,083 visitors) + 49% April (from 7,341 to 12,207 visitors) + 66%
  38. 38. Issues and renewal numbers at Ruislip Manor (first six months from opening new library) November (from 7,884 to 14,261 visitors) + 81% December (from 6,644 to 11,336 visitors) + 71% January (from 8,304 to 14,118 visitors) + 70% February (from 8,111 to 14,407 visitors) + 78% March (from 8,701 to 13,913 visitors) + 60% April (from 7,910 to 13,177 visitors) + 67%
  39. 39. Visitor numbers at Manor Farm (first three months from opening refurbished library) June (from 4,285 to 9,793 visitors) + 129% July (from 1,815 to 10,897 visitors) + 500% August (from 1,530 to 10,588 visitors) + 592%
  40. 40. Issues and renewal numbers at Manor Farm (first three months from opening refurbished library) June (from 5,161 to 9,074 visitors) + 76% July (from 2,447 to 11,398 visitors) + 366% August (from 2,371 to 12,058 visitors) + 409%
  41. 41. In Conclusion: • We hope you enjoyed this presentation • Tomorrow will focus on how we tackled the important subject of engaging different community groups