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

1. Libraries for the 21st Century
Managing change – Track 02- speaker 2

2. A BRAVE NEW WORLD OR JUST PLAIN
COMMONSENSE?
Jean Palmer
Andrew Malin

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.

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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. 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. Context and background
(i) Visitor numbers
Improving - but a long way to go.
Visits need to rise by 31% to meet National
Targets

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. 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. 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. 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. 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. 1. Extending services available in
libraries – partnerships – Apple.

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. 2. Removing dividing lines between
traditional services.
• Adult Education/Library Service.

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. 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. 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. 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. Better buildings – attracting customers
• Retailer concepts
• Design
Standards/elements
• A Design Manual
• Use of shop fitters

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. 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. 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. 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. Next stage and future developments
• Partnership with Starbucks:
• To involve in all future refurbishments.
• On-going training and regular assessment of sites.

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. What do the public think?
• Experiences at Ruislip Manor.

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. 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. Students
‘We really like it. It’s a nice learning environment and we like
Starbucks the most and it does not smell musty !’.

31. Surfing the net in the cafe
‘We come for the Apple computers – this
building fits in with 2008’.

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. Better than the old library
‘Very good facilities, very nice, in my spare time I come and revise or use the
Internet’.

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. 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. How have the changes effected:
• Visitor numbers ?
• Books issued ?

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. 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. 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. 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. In Conclusion:
• We hope you enjoyed this presentation
• Tomorrow will focus on how we tackled the
important subject of engaging different community
groups