Children and Young People Dr P J Carragher Chair of SLWG 6, L&DW.
Susan Carragher – Head of Library Services June 2008 Observations on seaxes, white stilettos and...
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Transcript of Susan Carragher – Head of Library Services June 2008 Observations on seaxes, white stilettos and...
Susan Carragher – Head of Library ServicesJune 2008
Observations on seaxes, white stilettos and libraries in Essex
“You can observe a lot just by watching” – Yogi Berra
2
• Governance and Politics
• My Performance Contract
• Performance Related Pay
• Individual and Team Rewards
• Union Membership
Essex County Council Corporate Context
3
passionate - about achieving
results
• leader •
can do, will do
• positive • ambitious
responsive - to customers’ needs
• get the job done • provide quality
• committed • customer focus
inspirational - and bold in thinking and
solutions • enthusiastic
• welcoming
• seize opportunities • be bold supportive - of others’ input and perspective, working as one • be proud • working as one• value everyone • integrity
motivating - others and tru
sting
them to deliver
• trust
• nurture talent
• communicate • celebrate
5
• 73 Community Libraries• 12 Mobile Libraries• 423 Reading Groups• 500 Staff• 2,751.9 hours open per week • £24.8m Expenditure
– 44.3% Staffing– 12.1% Premises– 11.4% Resources book fund etc– 22.5% ICT and computing costs– 9.7% Transport, Support etc
• £2.5m Income
29 October 2003 Essex County Coun ci l
Enter your title here
“I did not have three thousand pairs of shoes.I had one thousand and sixty” – Imelda Marcos
6
“Let your dreams outgrow the shoes of your expectations” – Ryunosuke Satoro
• Structure and Roles
• Building Dreams - Statement of Vision for the Built Resources of the Service
• Making it Happen – Retail Practice
• RFID – Business Case
• Libraries as Front Door to Council and other Services
Stock Library
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• Library Assistant → Customer Services Assistant• Pro-active: floor-walking and book talking, not book-
stamping• Custodians → entrepreneurs• Training and development to support change• Ability to personalise targets and reward
staff• FISH!
“Walk a mile in my shoes is good advice” –Neil Kurshan
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Building Dreams – Statement of Vision for the Built Resources of the Service
• Flagship Libraries
• Large Town Libraries
• Town Libraries
• Suburban Libraries
• Small Town and Village Libraries
Chelmsford Library
9
Building Dreams – the Built Resource of our Service
• Location• Regeneration agenda• Pilot delivery methods
Colchester Library
Basildon Library
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Buildings and Branding
• Starts from the outside and works in
• Core branding adapted for each building
Harwich Library
12
Making it Happen – based on best practice from retail sector
Witham Library
Braintree Library
1. Our Image
2. Our Customers
3. Our Product
4. Our Performance
13
Making it Happen – Floor Walkers
• Host role…
• Engage with customers… • Offer help, answer enquiries…
• Maintain Express Zones…
• Make library visit enjoyable and positive…
Witham Library
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• Implementation began September 2005 – 18 months
• 36 Libraries• Target 50% of transactions
self-service• Staffing issues / Change
Management• ICT Issues
RFID -Implementation
Witham Library
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• Moving from self-service to stock management and book supply chain process.
• 65% of loans and 85% of returns by self-service
• Resident satisfaction with service increased from 73% in 2003 to 80% in 2007
• Loans increased
• Self-Service drives Library design
RFID -Evaluation
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• The introduction of RFID in isolation, without the accompanying staff development and library build presentation, produces less successful outcomes.
• The project has demonstrated how partnership working – suppliers, contractors, other councils – can produce excellent results which are not obtainable alone.
RFID -Learning Outcomes
Chelmsford Library
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Libraries as Front Door to Services
• Rationale• Working models• Future
Loughton Library
Witham Library
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Chelmsford Library - 20th October 2007
3,456 people came to meet a Dalek
What do the public think?
20
Thank YouQuestions?
Susan Carragher - Head of Library Services
Essex County Council
Tel: 01245 436 761
Email: [email protected]
“Is it time to go home yet? I keep clicking these damn shoes, but nothing happens” – Robin Hecht