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Tools and Resources for Transition from Libraries to Wider Community Use Centres’
The Leapfrog project is a three-year initiative aimed at transforming libraries in Lancashire into multi-use community centers, with a budget of £1.28 million, funded by the Arts and Humanities Research Council. It involves the co-design of tools and strategies to facilitate effective community engagement and service delivery, utilizing input from various stakeholders, including library staff and local residents. The project emphasizes creative outreach, understanding customer needs, and collaborative space utilization to enhance public services.
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Tools and Resources for Transition from Libraries to Wider Community Use Centres’
- 1. Tools and Resourcesfor Transition from Libraries to Wider Community Use Centres Prof. Leon Cruickshank, Lead Leapfrog Project Julie Bell, Head of Libraries, Lancashire County Council Laura Wareing, Research Associate Leapfrog, Lancaster University Debbie Stubbs, Project Manager Leapfrog, Lancaster University
- 2. Leapfrog: transforming public engagement bydesign www.Leapfrog.tools 3 year project £1.28 million, funded by The Arts and Humanities Research Council Lead: Lancaster University Academic Partner: The Glasgow School of Art
- 9. Neighbourhood Centres LeapfrogProject Co-designing the transition from libraries to multi-use centres in Lancashire. Developing a series of tools and approaches to enable the best possible transition from libraries to multi-stakeholder neighbourhood centres. June 2017 - February 2018 45 people involved in total 10 ‘Core’ Co-Designers
- 12. Flow Customer Tools Tools tomatch customer’s needs with services Comms Stretcher & Comms Focus Be more adventurous with how you reach out to your communities Building Success Work together to figure out how to use your building and space The Small Things Don’t let the little issues get in the way of the big picture Flip Draw attention to the unexpected variety in what you offer Any Idea Cards Encouraging and Celebrating Idea Sharing in Teams Think Outside Bookmark Encouraging staff to leave their comfort zone and think creatively
- 13. Flow Customer Tools Tools tomatch customer’s needs with services Comms Stretcher & Comms Focus Be more adventurous with how you reach out to your communities Tool Try Out Opportunity...
- 14. Common Needs Visiting Times ServicesUsed the Most In the Space Questions they Frequently Ask Flow Matching needs to services Description Name Centre Often/Occasionally/Rarely AM/PM/Evening Weekdays/Weekend Daisy A young person, aged 14, who uses PCs for homework “How do I access the wi-fi?” “How do I print?” “What events are on?” Staff to listen and advise. - PCs/Pnets - Books Customer Focus Internal facing Service Signposting Flow Customer Tools Tools to match customer’s needs with services
- 15. Daisy A young person, aged14, who uses PCs for homework “How do I access the wi-fi?” “How do I print?” “What events are on?” Staff to listen and advise. - PCs/Pnets - Books A4 Sheets 1 Meet together with the Flow tool to discuss who the typical customers are and the needs and services to create a persona. 2 Fill in the Flow tool either with a pen or type into the editable PDF in Adobe acrobat and display. 3 You could use them for helping sign posting to services, staff training or to help come up with ideas to name just a few uses! Use staff expertise or customer data to help fill in the Flow tool Flow Customer Tools Tools to match customer’s needs with services
- 16. Comms Stretcher Be moreadventurous with how you reach out to your communities
- 17. Suggestions for Use 1 Meettogether around the poster to discuss and fill in different ways to communicate with customers, considering physical, digital and human ways. 3 Display your Comms Stretcher poster in a staff area. 2 Write ideas into the bubbles, pushing the team to be more adventurous the further they go out. Think wackier Keep going! Good idea! Nothing is impossible Great stuff! Reach for the stars Human Digital Physical For extra Ideas If there’s more www.leapfrog.tools Think wackier Keep going! Good idea! Nothing is impossible Great stars Physical If there’s more Preparation • Print A1 (594mm x 841mm) Comms Stretcher poster • Regular pens to fill poster • Space to display on the wall • Print A4 Comms Focus sheets to use after poster PhysicalHuman Human Ways that people can communicate Meet & greet Dance Now you could use Comms Focus to make a plan Who are you going to engage with? What would you do normally? Focus on an Idea How did it go? This would be perfect because: Possible hiccups:Human cal This would be perfect because: Possible hiccups: Digital cal Physical Physical This would be perfect because: Possible hiccupsPhysical Tick the idea if you choose it This bit will come in handy in the future! www.leapfrog.tools Who are you going to engage with? What would you do normally? Focus on an Idea How did it go? This would be perfect because: Possible hiccups:Human cal This would be perfect because: Possible hiccups: Digital cal Physical Physical This would be perfect because: Possible hiccupsPhysical Tick the idea if you choose it This bit will come in handy in the future! www.leapfrog.tools Comms Stretcher Be more adventurous with how you reach out to your communities
- 18. Comms Stretcher Tool UseMission Can you use the tool to brainstorm creative ways to reach out to the community. Flow Customer Tool Use Mission Can you use use the tool to create personas to understand different types of users, their needs and how they map to services. Imagine your table is a new team... Think wackier Keep going! Good idea! Nothing is impossible Great stars Physical If there’s more
- 19. Name of Building: Buildingour NeighbourhoodCentre Together Stick your building issue bricks to the building and displayin a staff area. Keeping SafeHealth & Safety Bits & BobsResources & Equipment Activity Example: Discuss how to layout space. Whatrooms, what are they fit for, who’s using and who’s booking. Building Success Work together to figure out how to use your building and space
- 20. Suggestions for Use www.leapfrog.tools 1 2 3 Writethe headings onto the bricks with activities that will take place for each issue and then stick the bricks onto the building poster. Meet together with your team to use the tool decide on the building space and resource issues that you need to think about. Display in a staff area as a reminder of the decisions made Preparation • Choose and print the building that represents yours on two A3 sheets to put together • Print a set of brick sheets • You will need scissors, something to stick the bricks on with eg. pins or tape. There are ready filled bricks, bricks with just headings and blank bricks for whatever you like. Brews Legal Space Activity Activity Activity Building Success Work together to figure out how to use your building and space
- 21. Name Date Urgency Shade Done Response Done CR 10/02 Name Date Urgency Shade Done 10/02 Children& Elderly Craft An Idea Help An Idea Can’t find the back door keys KM knows where they are Put them on your de Share the on your The Small Things Don’t let the little issues get in the way of the big picture
- 22. Suggestions for Usewww.leapfrog.tools 1 2 Place The Small Things rectangles somewhere in a staff area by the place where the team can share them. Team members can write and share their questions, requests or ideas for others. An Idea Name DateUrgency Response Done My idea! An Idea Name Date Urgency Response Done My idea! Love it! Response Done Me too 3 Colleagues can respond at different times of the day AM PM www.leapfrog.tools Preparation • Choose to print The Small Things template onto sticker sheets or A4 paper. • We recommend sticker sheets G006 from aalabels.com/a4-sheets/rectangle/t172/ • Cut the rectangles if you are using paper. Cut them in half to add multiple response and lay them out like dominoes. The Small Things Don’t let the little issues get in the way of the big picture
- 23. Skim the day’s papers Dive intoa Classic Novel Skim the day’s papers Dive into a Classic Novel t,consectetur adipiscing elit.Vivamus faucibus urna ut lorem semper auctor.Cras ut nisi lobortis, mollis diamvel, vestibulum sapien.Donec a interdum nisi.In hac habitasse platea dictumst. Fusceconsectetur tincidunt quam, in scelerisque quam dictum sit amet. Integer facilisis nisl metu s,vel porttit ro auctor eget.Etiam ornarefelis diam, sit amettempus turpis cursus quis.Fusce sit amet urna laoreet, sollicitudinrisusat, dictum nisiz. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas.Fuscecommodo lacus ut nisi viverra, sit amettempor diam volutpat.Sed metusrisus, auctor sit amet elementum eu, aliquet uttortor. Quisque ligula quam, ornare aliquet suscipit sit ame t,volutpat id nibh.Etiam quisex dignissim, cursus semat, vulputate ligula.Quisquecongue nec libero vitaetempor. Class aptent taciti sociosqu ad li toratorquent perco per inceptos himenaeos. I Top-up your bookshelves with the latest bestsellers Download with free wi-fi Flip Draw attention to the unexpected variety in what you offer
- 24. Suggestions for Use 1 2 3 Preparation •Download and edit PowerPoint templates. • Print yourself or send to a professional printer Meet together with your team to discuss and list the contrasting services and activities your multi-service centre offers. Pick out pairs of contrasting things you offer to create bookmarks, posters, coasters and plasma screen displays. Edit the PowerPoint and print yourself or send to a professional printer. Download Upload Download Upload Revise Sing Use the sheet of suggestions written by one of our co-designers for inspiration! Flip Draw attention to the unexpected variety in what you offer
- 25. I’ve had abrilliant idea that I’d like to share... Send your ideas to Julie Bell Or Your team could create a collage to display the cards in a corridor or staff room. You could organise the cards by type or next to people’s names for a friendly idea collecting competition. 2 Joe Alice Sue Suggestions for Use My great idea Choose a card and share an idea. 1 Julie Bell, Head of Libraries, Lancashire County Council My great idea Choose a card and share an idea. Julie Bell www.leapfrog.tools Every one of us has the ability to be creative and to come up with one or hundreds of ideas to do something differently. Some will be amazingly brilliant, some may never get off the ground at all, but what is stopping you offering that idea - nothing! Any Idea Cards Encouraging & celebrating idea sharing in teams Julie Bell, Head of Libraries, Museums, Culture and Registrars, LCC Always believe that something wonderful is about to happen, because without that belief we can’t create services to make a difference for the future. Leave your comfort zoneand leave the library Fresh Air Twitter Trends Neighbourhood Nosy Takeout Coffee Blog Binge Google Goggles Unexpected Visitor 4pm Road Trip YouTube Upload Nutty Natter Adventurous Think Outside... Blank Page Any Idea Cards Think Outside
- 26. Next Steps for -Lancaster County Council (LCC) - You today - You and your teams on Monday - For your organisation (possibly)
- 27. Getting the toolsto LCC staff The Leapfrog website All the tools are available to download todayvia the Leapfrog website: www.leapfrog.tools Order on demand Through a specialised page for LCC staff. A toolbox for each site A ‘starter pack’ verison of the toolbox for each library (or even each LCC site?) Tools to help new teams from different services work together effectively. Co-designed by LCC staff. If you are working in a multi-service team, with new members or in a new building, these tools could help you work together more effectively and improve communication around issues, such as resource planning and engaging with customers. Each tool was co-designed and tested by professionals working in various services for Lancashire County Council, around addressing specific challenges that come from the transition into new multi-service teams and buildings. Flow Customer Cards andFlow Customer Cards and MapMap Flip Building SuccessBuilding Success Map Focus on your customers needs and map out who your customers are and what they need Flip Draw attention to the unexpected variety in what you offer Work together to figure out how to useWork together to figure out how to use your building and spaceyour building and space Comms Stretcher & FocusComms Stretcher & Focus Be more adventurous with howBe more adventurous with how you reach out to your communitiesyou reach out to your communities TOOL TOOL TOOL BONUS TOOLTOOL The Small ThingsThe Small Things Don’t let the little issues get in theDon’t let the little issues get in the way of the big picture TOOL Intro... Any Ideas CardsAny Ideas Cards Download & Order Now Order Now Order Now Order Now Order Now Order Now + Free to all LancashireCounty Council staff
- 28. Tools to helpnew teams from different services work together effectively. Co-designed by LCC staff. If you are working in a multi-service team, with new members or in a new building, these tools could help you work together more effectively and improve communication around issues, such as resource planning and engaging with customers. + Free to all LancashireCounty Council staff
- 29. improve communication aroundissues, such as resource planning and engaging with customers. Each tool was co-designed and tested by professionals working in various services for Lancashire County Council, around addressing specific challenges that come from the transition into new multi-service teams and buildings. Flow Customer Cards andFlow Customer Cards and MapMap Flip Building SuccessBuilding Success Map Focus on your customers needs and map out who your customers are and what they need Flip Draw attention to the unexpected Work together to figure out how to useWork together to figure out how to use your building and spaceyour building and space Comms Stretcher & FocusComms Stretcher & Focus Be more adventurous with howBe more adventurous with how TOOL TOOL TOOL BONUS TOOLTOOL The Small ThingsThe Small Things Don’t let the little issues get in theDon’t let the little issues get in the way of the big picture TOOL Intro... Any Ideas CardsAny Ideas Cards Order Now Order Now Order Now ashireCounty Council staff
- 30. www.leapfrog.tools Every one ofus has the ability to be creative and to come up with one or hundreds of ideas to do something differently. Some will be amazingly brilliant, some may never get off the ground at all, but what is stopping you offering that idea - nothing! Any Idea Cards Encouraging & celebrating idea sharing in teams Julie Bell, Head of Libraries, Museums, Culture and Registrars, LCC Always believe that something wonderful is about to happen, because without that belief we can’t create services to make a difference for the future. Leave your comfort zoneand leave the library Fresh Air Twitter Trends Neighbourhood Nosy Takeout Coffee Blog Binge Google Goggles Unexpected Visitor 4pm Road Trip YouTube Upload Nutty Natter Safe Adventurous Think Outside... Blank Page Any Idea Cards Think Outside
- 31.
- 32. Contact Prof. Leon Cruickshank,Lead Leapfrog Project L.Cruickshank@lancaster.ac.uk Debbie Stubbs, Design Manager Leapfrog, Lancaster University d.stubbs@lancaster.ac.uk
- 33. Thank You andQuestions? Contact Prof. Leon Cruickshank, Lead Leapfrog Project L.Cruickshank@lancaster.ac.uk Debbie Stubbs, Design Manager Leapfrog, Lancaster University d.stubbs@lancaster.ac.uk
- 34.
- 35. Flow what docustomerswant & need? Our Customer Map Suggestions for Use 1 Meet in a group together to make a list of types of customers and types of information it would be good to gather about them... 2 Fill in the Customer Map with columns of useful informations for the types of library customer. www.leapfrog.tools 3 Preparation • Can edit headings in Adobe Acrobat • A1 (594mm x 841mm) Flow Customer Map • Cut and stick characters and write information www.leapfrog.tools Flow Map Matching needs to services Co-designed by professionals at Lancashire County Council Customers Write category headings along on the top for useful information about the customers, such as their needs and what they want. Eg. ‘Most Used Services’, ‘Surprising Facts’. With your team fill in the table with useful information about your customers. You could stick pictures in... Display your map somewhere for everyone to see. Use it to train, signpost customers and know your customers better. Customers Young people Retired people Families with young children Job seekers Categories of Info Services Visiting times Interests Surprising facts Homework club Movie Night Category Young People Customers Job seekers Category Flow Customer Tools Tools to match customer’s needs with services
- 36. Common Needs Visiting Times ServicesUsed the Most In the Space Questions they Frequently Ask Flow Matching needs to services Description Name Centre Co-designed by professionals at Lancashire County Often/Occasionally/Rarely AM/PM/Evening Weekdays/Weekend Daisy A young person, aged 14, who uses PCs for homework “How do I access the wi-fi?” “How do I print?” “What events are on?” Staff to listen and advise. - PCs/Pnets - Books Customer Focus Internal facing Service Signposting Flow Customer Tools Tools to match customer’s needs with services
- 37. Suggestions for Use 1 Meettogether around the poster to discuss and fill in different ways to communicate with customers, considering physical, digital and human ways. 3 Display your Comms Stretcher poster in a staff area. 2 Write ideas into the bubbles, pushing the team to be more adventurous the further they go out. Think wackier Keep going! Good idea! Nothing is impossible Great stuff! Reach for the stars Human Digital Physical For extra Ideas If there’s more www.leapfrog.tools Think wackier Keep going! Good idea! Nothing is impossible Great stars Physical If there’s more Preparation • Print A1 (594mm x 841mm) Comms Stretcher poster • Regular pens to fill poster • Space to display on the wall • Print A4 Comms Focus sheets to use after poster PhysicalHuman Human Ways that people can communicate Meet & greet Dance Now you could use Comms Focus to make a plan Who are you going to engage with? What would you do normally? Focus on an Idea How did it go? This would be perfect because: Possible hiccups:Human cal This would be perfect because: Possible hiccups: Digital cal Physical Physical This would be perfect because: Possible hiccupsPhysical Tick the idea if you choose it This bit will come in handy in the future! www.leapfrog.tools Who are you going to engage with? What would you do normally? Focus on an Idea How did it go? This would be perfect because: Possible hiccups:Human cal This would be perfect because: Possible hiccups: Digital cal Physical Physical This would be perfect because: Possible hiccupsPhysical Tick the idea if you choose it This bit will come in handy in the future! www.leapfrog.tools Comms Stretcher Be more adventurous with how you reach out to your communities
- 38. Comms Stretcher Be moreadventurous with how you reach out to your communities
- 39. Suggestions for Use www.leapfrog.tools 1 2 3 Writethe headings onto the bricks with activities that will take place for each issue and then stick the bricks onto the building poster. Meet together with your team to use the tool decide on the building space and resource issues that you need to think about. Display in a staff area as a reminder of the decisions made Preparation • Choose and print the building that represents yours on two A3 sheets to put together • Print a set of brick sheets • You will need scissors, something to stick the bricks on with eg. pins or tape. There are ready filled bricks, bricks with just headings and blank bricks for whatever you like. Brews Legal Space Activity Activity Activity Building Success Work together to figure out how to use your building and space
- 40. Name of Building: Buildingour NeighbourhoodCentre Together Stick your building issue bricks to the building and displayin a staff area. Keeping SafeHealth & Safety Bits & BobsResources & Equipment Activity Example: Discuss how to layout space. Whatrooms, what are they fit for, who’s using and who’s booking. Building Success Work together to figure out how to use your building and space
- 41. Suggestions for Usewww.leapfrog.tools 1 2 Place The Small Things rectangles somewhere in a staff area by the place where the team can share them. Team members can write and share their questions, requests or ideas for others. An Idea Name DateUrgency Response Done My idea! An Idea Name Date Urgency Response Done My idea! Love it! Response Done Me too 3 Colleagues can respond at different times of the day AM PM www.leapfrog.tools Preparation • Choose to print The Small Things template onto sticker sheets or A4 paper. • We recommend sticker sheets G006 from aalabels.com/a4-sheets/rectangle/t172/ • Cut the rectangles if you are using paper. Cut them in half to add multiple response and lay them out like dominoes. The Small Things Don’t let the little issues get in the way of the big picture
- 42. Name Date Urgency Shade Done Response Done CR 10/02 Name Date Urgency Shade Done CR10/02 Children & Elderly Craft An Idea Help An Idea Can’t find the back door keys KM knows where they are Put them on your de Share the on your The Small Things Don’t let the little issues get in the way of the big picture
- 43. Suggestions for Use 1 2 3 Preparation •Download and edit PowerPoint templates. • Print yourself or send to a professional printer Meet together with your team to discuss and list the contrasting services and activities your multi-service centre offers. Pick out pairs of contrasting things you offer to create bookmarks, posters, coasters and plasma screen displays. Edit the PowerPoint and print yourself or send to a professional printer. Download Upload Download Upload Revise Sing Use the sheet of suggestions written by one of our co-designers for inspiration! Flip Draw attention to the unexpected variety in what you offer
- 44. Skim the day’s papers Dive intoa Classic Novel Skim the day’s papers Dive into a Classic Novel t,consectetur adipiscing elit.Vivamus faucibus urna ut lorem semper auctor.Cras ut nisi lobortis, mollis diamvel, vestibulum sapien.Donec a interdum nisi.In hac habitasse platea dictumst. Fusceconsectetur tincidunt quam, in scelerisque quam dictum sit amet. Integer facilisis nisl metu s,vel porttit ro auctor eget.Etiam ornarefelis diam, sit amettempus turpis cursus quis.Fusce sit amet urna laoreet, sollicitudinrisusat, dictum nisiz. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas.Fuscecommodo lacus ut nisi viverra, sit amettempor diam volutpat.Sed metusrisus, auctor sit amet elementum eu, aliquet uttortor. Quisque ligula quam, ornare aliquet suscipit sit ame t,volutpat id nibh.Etiam quisex dignissim, cursus semat, vulputate ligula.Quisquecongue nec libero vitaetempor. Class aptent taciti sociosqu ad li toratorquent perconubia nosra per inceptos himenaeos. Qu I Top-up your bookshelves with the latest bestsellers Download with free wi-fi Flip Draw attention to the unexpected variety in what you offer
- 45. Flow Customer Tools Tools tomatch customer’s needs with services Comms Stretcher & Comms Focus Be more adventurous with how you reach out to your communities Building Success Work together to figure out how to use your building and space The Small Things Don’t let the little issues get in the way of the big picture Flip Draw attention to the unexpected variety in what you offer Any Idea Cards Encouraging and Celebrating Idea Sharing in Teams Think Outside Bookmark Encouraging staff to leave their comfort zone and think creatively
- 47. 5 Major Projects 8months each (around 200 hours) These are strategic projects looking at a key challenge for public engagement LancasterGlasgow 14 Short Projects Around 10 days each (+2 days for reporting) These are experiments exploring new areas or possibilities in a flexible manner 1 2 3 1 2
- 48. Projects help participantsand create engagement tools for others to use We will share these tools, some will be collected into themed ‘toolboxes’ People can adapt tools to suit their needs These new tools will be shared, creating a multitude of free engagement resources