Building Edinburgh’s 21st Century Libraries

a self evaluation anda self evaluation and improvement modelimprovement model

Liz McGettiganHead of Library and Information Services

Edinburgh City

External trends

A much more networked worldMuch more bandwidth

Many more devicesMuch more digitised contentMore hunger for knowledgeMore demand for learning

More competition for time

Library trends

Total cost driven downwards – via more automation More digital content and alternatives

Many more digital nativesFaster, more relevant, more timely, more personal,

Customer interaction, adding and amending, suggesting content.

Users serving themselves anywhere, anytime Universally searchable library

Edinburgh City LibrariesEdinburgh City LibrariesGeorge Washington BrowneGeorge Washington Browne25 Community Libraries25 Community Libraries5 Mobile Libraries 5 Mobile Libraries Prison Library Prison Library Information servicesInformation servicesICT and leaning servicesICT and leaning servicesInterpretation and translation Interpretation and translation servicesservicesHospitalsHospitalsCare homesCare homesHouseboundHousebound2.7 million visits2.7 million visits2.9 million issues2.9 million issues

PrioritiesPriorities

Demonstrating impactDemonstrating impactEngaged public librariesEngaged public librariesCatalysts for regenerationCatalysts for regenerationStaff - the future of Edinburgh’s Staff - the future of Edinburgh’s success.success.Customer satisfaction, learning and Customer satisfaction, learning and culture, quality of life, exceeding culture, quality of life, exceeding communities expectations. communities expectations. Modernisation, service and process Modernisation, service and process improvement and reengineering.improvement and reengineering.Shared and flexible staffing and Shared and flexible staffing and building resources.building resources.High quality electronic resources / High quality electronic resources / virtual library.virtual library.National and local partnership.National and local partnership.

……andand

InclusionInclusionHealth and wellbeing Health and wellbeing A sense of place A sense of place A learning cityA learning cityA major contribution to A major contribution to cultural life of the citycultural life of the city

Increased service demands require quality management and new approaches…

ECLIS is improving rapidly in all of these areas and here’s how

Access to informationAccess to information

Participation

Meeting readers’ and learners’ needsOrganisation and use of Organisation and use of resources and spaceresources and space

Leadership, Ethos and values

Access to InformationAccess to Information

WEB 2/3

ELECTRONICRESOURCES

LITERACIES- BUSINESS & HEALTH

Virtual libraryVirtual library

Future proofingFuture proofingOne –stop self serveOne –stop self serveNew websiteNew websiteNew catalogueNew catalogueNew community InformationNew community InformationCapital collectionsCapital collectionsEnquireEnquireAsk ScotlandAsk Scotland

Text and e-newslettersText and e-newslettersText preduesText preduesPlasma screensPlasma screensBlogs Wikis, FacebookBlogs Wikis, FacebookInteractive desksInteractive desks

Personal and community Personal and community participationparticipation

COMMUNITY HUBS

SOCIAL CAPITAL

COHESION

Tailored community servicesTailored community services

Promoting social justice civic Promoting social justice civic engagement and democracyengagement and democracyMinimising exclusionMinimising exclusionEarly interventionEarly interventionImprovements to our online Improvements to our online offer - the library catalogue, offer - the library catalogue, community information and community information and websitewebsitePromoting access to Scotland’s Promoting access to Scotland’s cultural heritagecultural heritageMore new items on the shelves More new items on the shelves fasterfasterIncreased Library involvement in Increased Library involvement in community events/activities and community events/activities and partnershipspartnerships

Cultural lifeCultural life

City of literatureCity of literaturePartners in the FestivalPartners in the FestivalBook festivalBook festivalAn international roleAn international roleLocal culture Local culture Community cohesionCommunity cohesion

Organisation and use of Organisation and use of resourcesresources

BUILDINGS

BUDGETS

MARKETING AND PROMOTION

TechnologyTechnology

Freeing up staffFreeing up staffBooking systemBooking systemSelf issue and return RFIDSelf issue and return RFIDPlasma screensPlasma screensE-booksE-booksNew look catalogue and New look catalogue and community informationcommunity informationInteractive desksInteractive desksPayment kiosksPayment kiosks

Buildings and impactBuildings and impact

WOW factorWOW factorexuding energy, encouraging exuding energy, encouraging learning and creativitylearning and creativityZoningZoningMulti functional Flexible spacesMulti functional Flexible spaces4 new libraries 5 refubishments4 new libraries 5 refubishments

OutcomesOutcomes

Pride and ownershipPride and ownershipTranslates as an investment in Translates as an investment in communities and individualscommunities and individualsImpact on staff mentalityImpact on staff mentality

Buildings and accessBuildings and access

Extending our weekend opening Extending our weekend opening Saturdays and Sundays from 6 - 10Saturdays and Sundays from 6 - 10Attractive modern buildingsAttractive modern buildingsComfortable stylish spaces to read, learn, Comfortable stylish spaces to read, learn, study and relax study and relax Self serviceSelf serviceStylish teen sections, Fun children’s areasStylish teen sections, Fun children’s areasSense of place and local heritage sectionsSense of place and local heritage sectionsMusic and DVDs sound stationsMusic and DVDs sound stationsBookshop style displays and furnishingsBookshop style displays and furnishingsa large number of computer a large number of computer workstationsworkstationsCommunity and business meeting rooms Community and business meeting rooms

George Washington BrowneGeorge Washington Browne

The VisionThe Vision

Part of the city’s undoubted Part of the city’s undoubted strengths as an iconic national strengths as an iconic national capital of international standingcapital of international standingWorld class destinationWorld class destinationWorld class Collections - The World class Collections - The Edinburgh story in the Edinburgh Edinburgh story in the Edinburgh roomroomCapital collectionsCapital collectionsAlive with technologyAlive with technologyWelcoming, beautiful, regeneratedWelcoming, beautiful, regeneratedIncome generatingIncome generatingFunding cocktailFunding cocktail

Meeting readers’ needsMeeting readers’ needs

MILLION ITEMS

EVENTS

CITY OF LITERATURE

Marketing and promotionMarketing and promotion

Marketing planMarketing planBrand design manualBrand design manualSignageSignageClient segmentationClient segmentationA full range of programming for A full range of programming for adults and childrenadults and childrenUser surveysUser surveysText and e-newslettersText and e-newslettersText preduesText preduesPlasma screensPlasma screensBlogs Wikis, FacebookBlogs Wikis, Facebook

Learners’ experiencesLearners’ experiences

CITY WIDE

SELF FUNDING

EMPLOYABILITY

LearningLearning

A free self funding learning A free self funding learning serviceserviceLiteracy, numeracy, ICT and Literacy, numeracy, ICT and health literacieshealth literaciesFamily learningFamily learningESOLESOLFamily historyFamily historyParentingParentingCV workshopsCV workshopsSmall business ECDLSmall business ECDLDDA accessible ICTDDA accessible ICT

Ethos and ValuesEthos and Values

CUSTOMER SERVICE EXCELLENCE

STAFF

SOCIAL CAPITAL COHESION INCLUSION

Older peopleOlder people

Digital inclusionDigital inclusionActive livesActive livesSense of placeSense of placeVolunteers/ BuddiesVolunteers/ BuddiesInter generational eventsInter generational eventsBooks to goBooks to goReading groupsReading groupsElectronic housebound Electronic housebound servicesservicesICT in residential homesICT in residential homes

……and staffand staffEngaged and enthusiasticEngaged and enthusiasticwith expertise in many areas with expertise in many areas of community life and of community life and businessbusinessHome grown staff and Home grown staff and volunteersvolunteersDelivering special services Delivering special services for people with disabilities for people with disabilities or language problemsor language problemsDescribed by customers as Described by customers as friendly, professional, warm, friendly, professional, warm, courteous, welcoming and courteous, welcoming and helpful helpful ‘‘meeters and greeters’meeters and greeters’

Round pegs in round holesRound pegs in round holes

HealthHealth

Key focusKey focusHealth literacyHealth literacyBibliotherapyBibliotherapyHealth hubs across the cityHealth hubs across the cityPartnershipsPartnerships

ChildrenChildren

Early interventionEarly interventionEvery child a memberEvery child a memberBounce and TickleBounce and TickleCount me inCount me inSchool and nursery visitsSchool and nursery visitsTeacher in the library 3-6Teacher in the library 3-6Programme of events and storytimesProgramme of events and storytimesSummer activities programmesSummer activities programmesParenting collections and classesParenting collections and classesOnline homework helperOnline homework helperSchool Project collectionsSchool Project collectionsOne library card school and publicOne library card school and publicDyslexia supportDyslexia supportSafe use of the internetSafe use of the internet

Places they love to visit and learn

Bright colourful stimulating creativity

Young peopleYoung people

A voice in designing and A voice in designing and running their own space, running their own space, Opportunities to display Opportunities to display their abilities and win the their abilities and win the respect of peers and adultsrespect of peers and adultsLeadership Assistants Leadership Assistants Opportunities to learn Opportunities to learn film, video, computer and film, video, computer and animation skills – Music animation skills – Music studiostudioLocal history filmsLocal history filmsWIIsWIIsVolunteering opportunitiesVolunteering opportunities

CRAIGMILLAR

LeadershipLeadership

PLANNING and VISION

VALUES

STAFF BUY IN

StandardsStandards

Quality and excellence acrossQuality and excellence acrossthe boardthe boardTesco modelTesco model

SuperstoreSuperstoreMetroMetroExpressExpressOnlineOnline

PLQIMPLQIMCustomer Service Customer Service ExcellenceExcellenceCommunity consultation Community consultation and satisfactionand satisfaction

Thank you for listening