Section

Page

1. Introduction

3

2. Terms of Reference

4

3. Library Review Panel

5

4. Process

5

Findings of the Review Panel

5. Conclusions

5..1 Library Direction and Performance

          Strategy

          Marketing

          Efficiency

          Staff

5.2 Availability of Books and Information Services

5.3 Library Location and Access

5.4 Improving Customer Experience

6. Recommendations

6.1 Library Direction and Performance

          Strategy

          Marketing

          Efficiency

          Staff

6.2 Availability of Books and Information Services

6.3 Library Location and Access

6.4 Improving Customer Experience

7. Commentary

7.1 Introduction

7.2 Library Direction and Performance

          Strategy

          Marketing

          Efficiency

          Staff

7.3 Availability of Books and Information Services

7.4 Library Location and Access

7.5 Improving Customer Experience

6

6

6

6

8

9

9

10

11

12

14

14

14

14

14

15

15

15

16

16

16

17

18

20

22

23

24

26

28

Appendix One:

Summary of Hampshire Data

32

Appendix Two:

Statistics for Hampshire Libraries from 1996/7 to 2005/6

39

Appendix Three:

Evidence submitted by the Chartered Institute of Library and Information professionals

41

Appendix Four:

Response by Desmond Clarke to evidence presented on 6 July

51

Appendix Five:

Notes from Review Panel sessions

53

Appendix Six:

Notes from Haringey Libraries Visit

91

Appendix Seven:

Indicative Bibliography

95

CILIP

Chartered Institute of Library and Information Professionals

CIPFA

Chartered Institute for Public Finance and Accountancy

DCMS

Department for Culture, Media and Sport

ICT

Information and Communications Technology

LIS

Library and Information Service

LISU

Library and Information Statistics Unit (University of Loughborough)

MLA

Museums, Libraries and Archives Council

RFID

Radio Frequency Identification

SOLACE

Society of Local Authority Chief Executives

Wi-Fi

Wireless Frequency

WTE

Whole time equivalent

Findings of the Review Panel

5. Conclusions

HAMPSHIRE

2004/5 Actual Expenditure

2005/6 Original Estimate

2005/6 Provisional Actual

2006 /7 Current Estimate

Total Library Expenditure (gross)

16,527,788

17,883,800

19,479,648

19,959,400

Total Income (gross)

1,797,436

1,784,000

1,696,194

2,031,800

Expenditure breakdown

Books

1,274,394

1,657,600

1,656,478

1,768,800

Newspapers, periodicals

135,472

159,200

76,423

125,000

Binding

13,259

22,800

29,758

31,400

Sound recordings

82,640

92,800

71,109

83,900

Video recordings

228,048

210,000

216,770

228,900

CD-ROM, Online info services

45,791

62,000

15,131

16,000

Other acquisitions

223,768

150,000

121,659

75,700

Total materials expenditure

2,003,372

2,354,400

2,187,328

2,329,700

Materials for service to schools

374,817

303,000

359,946

325,000

Staff Establishment (FTEs)

Professional

134

134

113

113

Other

403

403

424

424

Service points

Open 10+ hours wk

51

51

55

55

Mobile libraries

19

19

18

18

Total hours all service points wk

2,050

2,075

2,176

2,176

Visitor numbers (disrupted years are shaded)

 

2002/03

2003/04

2004/05

2005/06

2006/07

Alton

155193

152667

168072

183936

186700

Basingstoke

403263

463971

453595

379084

405028

Fareham

455680

452009

425513

414414

360214

Farnborough

307535

297274

153755

287951

244138

Gosport DC (incl. Local Studies)

265717

249171

174643

388959

396234

Lymington

198575

204891

221125

211314

210547

Romsey

176931

183463

185747

80651

125517

Winchester Lending

274891

282957

276792

232769

161034

Total issues

 

2002/03

2003/04

2004/05

2005/06

2006/07

Alton

259028

232366

258836

266981

247817

Basingstoke

542707

505373

451321

408225

393473

Fareham

565967

501149

452041

395115

336087

Farnborough

438629

391456

229901

331844

317438

Gosport DC (incl. Local Studies)

339969

270746

127699

255012

259531

Lymington

416201

401725

373875

331655

311986

Romsey

301214

321906

302477

168678

228282

Winchester Lending

527885

487558

451195

333635

288101

Statistics for Hampshire Libraries from 1996/97 to 2005/06

Data apart from budget figures taken from CIPFA public library statistics.

Budget figures from HCC revenue budget and capital programme reports

*Southampton and Portsmouth were included in the 96/97 figures

 

1996/97*

1997/98

1998/99

1999/2000

2000/01

2001/02

2002/03

2003/04

2004/05

2005/06

Book issues

17,044,283

12,698,511

13,070,052

11,482,526

11,626,742

10,269,455

9,754,450

8,902,106

8,113,820

7,437,808

Book stock

3,353,792

2,319,323

2,236,486

2,192,316

2,170,865

2,168,093

1,995,763

1,850,112

1,775,726

1,804,373

Library service budget (£'000)

19,699

13,042

13,117

13,255

13,599

14,086

14,490

14,380

14,945

16,709

Staff (FTE, professional and non professional)

688

483

482

506

511.6

517.3

517

480

537

536.8

Video stock

9,859

8,649

20,756

26,159

38,634

50,366

 

 

 

 

Video/DVD stock

 

 

 

 

 

 

55,036

62,517

64,764

63,701

CD ROMs and software stock

0

0

304

354

1,585

1,731

6,457

7,259

6,978

8,611

Talking book stock

28,650

35,566

42,452

46,950

49,329

60,097

52,858

52,198

56,277

58,671

Music sound recording stock

80,231

55,959

56,193

57,015

56,266

55,333

54,338

52,387

47,031

50,614

Visitor numbers

10,693,704

7,864,657

8,120,267

7,828,182

7,515,136

7,119,811

6,919,773

7,117,723

6,833,655

6,938,974

See written statement

Main Points:

Hampshire Library Service is spending the equivalent of 94 pence in every pound on buildings, staff and administration, and only 6 pence on stock. This does not make good business sense.

Discovery Centres - good to be modern and welcoming, but what's inside needs to live up to this promise- to have a good range and number of books. book stocks are currently appallingly low and badly balanced within subject areas. The library should focus on literacy: it's currently lost its focus. it should not be trying to compete with services already available in other private or public sectors (e.g. DVDs).

Libraries must open when people want to use them, we live in a 24/7 society and that's what people expect now. Quiet areas are important, there are not any in the Gosport Discovery Centre, quiet is an important aspect of libraries so people can study in peace.

business processes need streamlining so that it costs less to put books on the shelf. once all this has been put right, then libraries need good marketing. They have a lot of information about their customers but they don't use it.

White Plains library in New York State could be a source of inspiration/aspiration. It serves a 53,000 population and stocks 181,000 fiction and non-fiction books for adults, 92,000 children's books and audio visual items, 13,000 reference materials and subscribes to 10,000 e-journals. It also has a rich web based catalogue including reviews, sample chapters and pictures of the cover of books. e-journal subscription is the future of internet provision - in the UK in two years' time, everyone will have broadband and providing 'plain vanilla' internet will be like saying the library offers 'electric light'.

There is a public perception that Councillors are no longer setting the policy for Hampshire libraries and that officers have their own agenda and are pursuing it regardless.

Questions:

People go there for different reasons (not the library). More visits do not translate into increased literacy and interest in books. Getting people through the door is one thing - then you need to convert them to using the library service.

Are people buying books and finding information online instead?

Perhaps, but still short changing people by reducing stocks. Avid readers cannot afford to buy all the books they wish to read. Browsing is important for people to find new books to read.

Libraries should be more pro-active and use individually targeted marketing e.g. like Amazon recommendations. This could be done by email or on the web when users log in.

A display in the library for new stock of books would also be good. Libraries could also email users to notify them about new books or events they might be interested in. Libraries should make greater use of the information they know about their users, as any modern business would do.

Yes - but its important to have them on the shelves, a lot of people prefer to browse not order. People want things to be available now, if not they will walk away. If a library does not stock the type of books they like, people will not bother coming back.

The book catalogue on the website is also difficult to use, you have to search the whole of Hampshire, you can't limit the search by branch.

Indicative Bibliography: Review of Hampshire's Library and Information Service

Title

Year

Author

Source

A blueprint for excellence: public libraries 2008-2011

01/02/2007

John Dolan

MLA

A Research Study of 14-25 year olds for the Future Development of Public Libraries: Final Report

Jun-06

Define research and insight

MLA/DCMS/Laser Foundation

Better stock: better libraries: transforming library stock procurement

Aug-06

MLA/PWC

MLA/Price Waterhouse Coopers

Building Better Library Services

2002

Audit Commission

Audit Commission

Community Engagement in Public Libraries: a report on current practice and future developments

2006

MLA/CSV

MLA/CSV

Digest of Statistics 2006

2006

LISU

LISU/MLA

Digital Reference Overview

2003

Linda Berube

UKOLN

Economic value of public libraries

2000

Morris, Hawkins and Sumsion

Resource (Council for Museums, Archives and Libraries)

Electronic books in public libraries: a feasibility study for developing usage models

Aug-04

Dearnly, McKnight and Morris

Laser Foundation

English Public Libraries: Research Review and Initial Strategic Recommendations

2004

Andrew Stevens/Joshua Blackburn

MLA

E-serial provision in UK public libraries

Jul-06

Dearnly, Towle, Dungworth, McKnight

Laser Foundation

Evaluation of the Framework for the Future Action Plan 2003-06

01/01/2007

Johnny Kelleher et al

Tavistock Inst/MLA

Focus on the Digital Age

2007

ONS

ONS/Palgrave MacMillan

Follow-up research into YP's perceptions of the GDC 2005

01/07/2005

Sian Butler

R&H

Framework for the Future

10/02/2003

DCMS

DCMS

From University to Village Hall

Jul-05

Libri

Libri

Gosport Discovery Centre: 2005 Survey of Users (main report)

01/01/2005

John Parry

R&H

Gosport Discovery Centre: 2006 Survey of Users

01/02/2007

John Parry

R&H

Gosport Discovery Centre: Findings Residential Postal Consult Surv 2004

01/05/2004

John Parry

R&H

Gosport Discovery Centre: Qualitative Shaping Research Nov 2003

01/11/2003

J Parry/Adelaide Morris

R&H

Gosport Discovery Centre: Residential Postal Consultation

01/02/2007

John Parry

R&H

Government response to the third report of the Culture Media and Sport select committee session 2004-2005: Public Libraries

2006

House of Commons

House of Commons

Hampshire Library Service: Public Library User Survey 2003

01/01/2003

Corporate report

R&H

Learning for Change: Workforce Development Strategy

2004

MLA

MLA

Libraries fear digital lockdown

2006

Ian Young

BBC News

Libraries: The Digital Future

Sep-05

ALCS

ALCS

Libraries Impact Project

Jul-05

Laser Foundation

Laser Foundation

LISU Annual Library Statistics 2006

01/11/2006

Claire Creaser

LISU

Making Assets Work: the Quirk review of community management and ownership of public assets

May-07

DCLG

Department for Communities and Local Government (DCLG)

MLA looks for excellence in the public libraries of England

23/02/2007

Anne Marie Todaro

MLA News

MLA to decide library purpose

22/02/2007

Katherine Rushton

thebookseller.com

Observational research into YP's perceptions/usage of the GDC 2005

01/07/2005

Sian Butler

R&H

On the Road Again: the next e-innovations for public libraries

2006

Linda Berube

UKOLN

Our Libraries: Where has all the cash gone?

Jun-07

Tim Coates

Reader's Digest Grid

Paper for members of library review panel

01/02/2007

Desmond Clarke

Individual stakeholder

Possible Hampshire Library Service Benchmarks 1999-2001

01/01/2003

Corporate report

R&H

Public Libraries in the Knowledge Economy

Jul-06

Naomi Clayton/Mark Hepworth

MLA

Public Libraries Materials Fund and Budget Survey 2006-08

Sep-07

Sonya White

LISU/nielsen

Public Libraries: Efficiency and Stock Supply Chain Review

01/07/2005

Corporate report

PKF (accountants and business advisers)

Public Libraries: The changing face of the public library

2004

Penny Garrod

Ariadne (a web-based magazine for information professionals)

Public Library Service Standards

2004

DCMS

DCMS

Research into young people's attitudes to usage libs and disc centres

01/07/2004

Sian Butler

R&H

Strong foundations mean a sound future for public libraries

08/02/2007

Anne Marie Todaro

MLA News

The Communications Market 2007: Nations and Regions

24/05/2007

OFCOM

OFCOM

The death of the library book?

18/10/2004

Philip Pettifor

Libri

The decline in adult book lending in UK public libraries and its possible causes

17/06/2004

Grindlay and Morris

Journal of Documentation

UK book industry in statistics 2006

2007

The Publishers Association

The Publishers Association

UK broadband coverage will reach 64% in next 2 years

2007

e-consultancy

e-consultancy

Who's in charge?

27/04/2004

Tim Coates

Libri/Laser foundation

Who's in charge? Review

2004

Ciaran Guilfoyle

Culture Wars

1 CILIP: the Chartered Institute of Library and Information Professionals is the leading professional body for librarians, information specialists and knowledge managers in the UK. It forms a community of around 36,000 people engaged in library and information work, of whom around 21,000 are CILIP Members, and 15,000 are stakeholders including customers of CILIP Enterprises. CILIP members work in all sectors: business and industry, science and technology, further and higher education, schools, local and central government, the health service, the voluntary sector, national and public libraries. Visit www.cilip.org.uk for more information about CILIP. Registered Charity number: 313014

2 "Library Services for Visually Impaired People: A Best Practice Manual" produced by Share the Vision and revised in 2002 can be seen at: http://bpm.nlb-online.org/contents.html

3 The Designing Libraries portal can be seen at; www.designinglibraries.org.uk

4 "Library Buildings Survey: Final Report" was published by MLAS in July 2006. It can be found at: http://www.mla.gov.uk/resources/assets//L/librarybuildings_10218.pdf