The document outlines the agenda and goals for a planning workshop to re-envision library services for the next 5-10 years. It discusses benchmarking current performance against standards, findings from the benchmarks, the importance of data collection and reporting, and quality service to customers. The workshop aims to generate ideas, encourage collaboration and begin documenting a new strategic plan through group discussions on key topics like extensions, information, collections, and service quality.

1. Planning Workshop December 2008

2. 9:25 Welcome and Introduction (Grant) Structure of the workshop Outcomes and expectations 9:45 Extension Program (Carolyn) 10:00 Information and Technology (Andrew) 10:15 Collection Development (Dianne) 10:30 Morning Tea in Art Centre Cafe 11:00 Service, the customer and quality (Grant) Just what does the future hold? 11:15 Group think and Brainstorming 12:15 Groups present ideas 12:45 Close (Grant) 1:00 – 2:00 Lunch Program

3. Background Strategic framework ends 2009 Re-visualising Library Services over next 5-10 years Identifying key trends Understanding what we have to do

4. Today’s Outcomes Not to complete the plan; but to Generate ideas Stimulate teamwork Encourage contributions Begin documenting

5. Todays Outcomes cont. Presentations about key planning areas, Extension Information Collections Service

6. Assumptions & methodologies Planning must be based upon data Outcomes need to be measured Benchmarking Monthly Reporting data Management by fact PDSA cycle

7. Benchmarking Living Learning Libraries 17 Management standards 21 service guidelines Sets Baseline, Enhanced and Exemplary standards Local variables noted

8. Benchmarking S1. Library Expenditure per capita $33.66 Baseline = $38.66 S2. Borrowers as % population 42.4% Baseline = 47%

9. Benchmarking cont. S3. Opening Hours Central Branch 67hrs/week Baseline = 58hrs/week S4. Total opening hours 254hrs/week Baseline 238hrs/week S5. Library visits Accuracy concerns

10. Benchmarking cont. S6. Staffing standards 48 FTE staff Baseline 45 FTE S7. Qualified Staff (eligible for professional membership of ALIA) 17 Baseline 15 (Enhanced 20)

11. Benchmarking cont. S8. Specialist Roles Children, Young Adult, Local Studies, Information, Technology S9. Expenditure on Collections $2.14 Baseline $3.95

12. Benchmarking cont. S10. Items per capita 1.6 Baseline 1.5 (enhanced 1.8) S11. Acquisitions per capita 0.13 Baseline 0.18 S12. Collection Age moot

13. Benchmarking cont. S13. turnover of stock 3.2 Baseline 4.6 S14. Circulation per capita 5.33 Baseline 6.71

14. Benchmarking cont. S15. Public Internet 52 Baseline 39 S16. Library Programs ‘A mix of library programs to meet population demographics and other variables”

15. Benchmarking cont. S17. Customer Satisfaction 70% rate services 3 or higher Baseline 95% of sample rate services 3 or higher

16. Findings Low spend on collection Low membership Low circulation High on Staffing High on Accessibility High on Technology High on Programs

17. Monthly Reporting Data Monthly reports from all Branches and program areas. Accessible in G:\Cs\LS\Admin\Monthly Reports Valuable management information which can assist us in reaching powerful conclusions.

18. Monthly Reporting Data Branch Services

19. Monthly Reporting Data

20. Conclusions Quality data is important to support decision making Anticipate greater use of benchmarking information in coming years Must respond to the data, not to the anecdote

21. Part 2 Service, the customer and quality

22. Customer/Supplier Model We are all part of a relationship! Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback

23. Customer/Supplier Model Relationships are important Relationships require investments to remain productive.

24. Quality defined ? We need a definition of service quality We need to identify opportunities and challenges Marketing – the development of services in response to customer needs and realistic supplier relationships

25. Marketing Your Process Your Customers Your Suppliers Inputs Outputs Requirements & Feedback Requirements & Feedback

26. What Now ? Break up into four groups 60 minutes to cover the four areas Rotate every 15 minutes What are the opportunities and challenges as you see them?