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Observations on seaxes, white stilettos and libraries in Essex

Observations on seaxes, white stilettos and libraries in Essex. “You can observe a lot just by watching” – Yogi Berra. Susan Carragher – Head of Library Services June 2008. Essex County Council Corporate Context. Governance and Politics My Performance Contract Performance Related Pay

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Observations on seaxes, white stilettos and libraries in Essex

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  1. Observations on seaxes, white stilettos and libraries in Essex “You can observe a lot just by watching” – Yogi Berra Susan Carragher – Head of Library Services June 2008

  2. Essex County Council Corporate Context • Governance and Politics • My Performance Contract • Performance Related Pay • Individual and Team Rewards • Union Membership

  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 motivating - others and trusting them to deliver • trust • nurture talent • communicate • celebrate 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

  4. Library Coverage within Essex

  5. “I did not have three thousand pairs of shoes.I had one thousand and sixty” – Imelda Marcos • 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

  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

  7. “Walk a mile in my shoes is good advice” –Neil Kurshan • 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!

  8. 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

  10. Buildings and Branding • Starts from the outside and works in • Core branding adapted for each building Harwich Library

  11. Saffron Walden - our newest refurbishment

  12. Making it Happen – based on best practice from retail sector • Our Image • Our Customers Witham Library • Our Product • Our Performance Braintree Library

  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

  14. RFID -Business Case • Invest to save model • Strategic Drivers

  15. RFID -Implementation • Implementation began September 2005 – 18 months • 36 Libraries • Target 50% of transactions self-service • Staffing issues / Change Management • ICT Issues Witham Library

  16. RFID -Evaluation • 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

  17. RFID -Learning Outcomes • 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. Chelmsford Library

  18. Libraries as Front Door to Services • Rationale • Working models • Future Loughton Library Witham Library

  19. What do the public think? Chelmsford Library - 20th October 2007 3,456 people came to meet a Dalek

  20. Thank YouQuestions? “Is it time to go home yet? I keep clicking these damn shoes, but nothing happens” – Robin Hecht Susan Carragher - Head of Library Services Essex County Council Tel:  01245 436 761 Email:  susan.carragher@essex.gov.uk

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