Archived decisions
Hampshire County Council
Executive Member - Recreation, Heritage & Communities Item 7
17 July 2008
Response to the Report of the Library Scrutiny Panel
Report of the Director of Recreation and Heritage
Contact: Nicola Horsey Tel: 01962 826622 e-mail: [email protected]
1. Summary
1.1. The Culture and Communities Select Committee set up a Library Scrutiny Panel in 2007 to carry out a thorough and wide ranging review into the public library service provided to the people of Hampshire by the Hampshire County Council's Library and Information Service (LIS). The Panel took evidence from the County Council's own staff, from lay users of the service and from experts in libraries and related fields. Visits were also made to other authorities to view experiences elsewhere.
1.2 A comprehensive report was presented to the Select Committee meeting on
24 January 2008 and was forwarded to the Executive Member for Recreation and Heritage for her comments and action. This report sets out the response from the LIS to the Library Scrutiny Panel's report and recommends the Executive Member approves the response.
2. Recommendation
2.1 That the Executive Member approves the Library Service's response to the report of the Library Scrutiny Panel.
3. Background
3.1 The purpose of the review was to evaluate progress of the LIS against a background of a national decline in the use of libraries and the borrowing of books.
3.2 The objectives of the review were to identify factors considered to be key to good performance and that promote use of public libraries, including issues of:
· Library direction and performance
· Availability of books and information services
· Library location and access
· Improving customer experience
3.3 This was done by acquiring and considering relevant documents, and by obtaining written and verbal evidence from key stakeholders drawn from a wide range of employees, users, other library services and related concerns such as the book trade and government agencies. The review was to culminated in a report making constructive recommendations, as appropriate, to the Executive Member for Recreation and Heritage.
3.4 Members of the Review Panel were Cllr. K Chapman (Chairman),
Cllr. P Chegwyn, Cllr. Dr. R. Ellis, Cllr. B Gurden, Cllr. R Kimber, Cllr. A Rice and Cllr. D Wright.
3.5 The review panel met several times during its work, took evidence from witnesses, read papers and visited other libraries. Its report was considered by the Select Committee's meeting on 24 January 2008.
4. Recommendations from the Scrutiny Panel
4.1 The Library Scrutiny Panel made 16 recommendations and these are set out below, along with the response from the Library Service which is in italics.
i) That there should be a formally defined strategy for the LIS, setting out the way forward for the service over the following 5 years. It should directly link into the Corporate Priority of Maximising Wellbeing. It should also consider the principles identified in Framework for the Future, and the outcome of the Blueprint for the Future consultation and resulting suggestions for precision in direction.
The way forward for the LIS has been clearly set out in the Annual Library Plans and reports to the Executive Member for Recreation and Heritage over the last six years, in particular,
1 July 2004, Item 11, `Library and Information Service - the transformation agenda and background to the Annual Library Plan process' /decisions/decisions-docs/040601-exerec-R0628163244.
This vision and strategy continues to drive changes in the service, but will be reviewed and updated to reflect the needs of both existing and new customers. The review will take into account the latest focussed market research and information. It will also respond to changes on the national scene, where the Museums, Libraries and Archives Council is expected to publish a new strategy for the public library service building on the ideas set out in `Framework for the Future'. This is likely to emphasise the growing role of technology as a major driver for change in library and information services and an enhanced role for libraries as focal points of their communities. These issues are being reviewed in the autumn and a report to Members will follow.
ii) That a progress report is provided to the Panel on the development of the LIS Strategy for January 2009. The Panel expects that the strategy will address all the recommendations made in this report.
Agreed, the strategy will address the recommendations made by the Library Scrutiny Panel, apart from those that are being addressed in this report.
iii) That the LIS strategy should include plans for the ongoing engagement of communities in order to inform planning and the provision of services relevant to the needs, aspirations and wellbeing of localities. It should also consider the potential for extending the capacity of the service and communities as proposed, for example, in the Quirk Review.
Agreed. As indicated a i) above, the review of the LIS strategy will be based on an understanding of the current and future needs of local communities.
iv) That the LIS should set out within its strategy how it intends to develop its role as a major provider of access to e-learning and education resources, including its plan for development and upgrading of the relevant technical infrastructure.
Agreed. The current People's Network is very well used with 577 terminals in Hampshire's 53 public libraries which were used for 578,842 hours during 2007/08. But it is acknowledged by the LIS that the People's Network is becoming progressively slower and more out of date. Balanced alongside this is the wide range of e-books and e-resources available via the website or the People's Network terminals in the libraries which are becoming increasingly well known and well used.
v) That the LIS should strengthen its market research and intelligence, as well as engagement with local communities. It should be clear about how it intends to reach its target audiences, the messages it wants to be heard, and the way in which its future image and branding can be used to greatest effect.
The developments over the last six years have been informed by a wide range of information and data, including specific pieces of market research. Work is currently underway to further improve the information needed to support strategic and operational management in the service.
vi) That the following are provided to the Panel for July 2008:
· a Communication and Engagement Plan to underpin the involvement of local communities in the planning and provision of services
· a plan for how the LIS intends to strengthen its marketing research
The LIS has had an annual Marketing Plan for the last 5 years which included research. This will now be widened to include communication and engagement. A Communication, Engagement and Research Plan will therefore be presented to the Culture and Communities Select Committee on 9 October.
vii) That the LIS should re-consider the `discovery centre' brand name taking into account that this term may not appropriately signpost individuals to the services provided.
In November 2005, before the Winchester Discovery Centre opened, a piece of research into the choice of name was carried out by Miller Associates, an independent research company. They conducted a series of focus groups, two with library users and two with non users. In each case one group was made up of people between the ages of 17 and 45 and one of over 45s. There were also three groups with young people - 13 year old boys, 14/15 year old girls, and 16 year old boys.
Four of the focus groups believed that the name Winchester Discovery Centre was `a strong contender' and that it had `predominant associations' with discovery; science; interactive; In-tech, Science Museum; and young people.
The success of both Winchester Discovery Centre, in its first six months, and Gosport Discovery Centre, in its first three years has been phenomenal. Visitor numbers for both have increased by well over 50% since they reopened as Discovery Centres. On top of this Winchester Discovery Centre has even seen an increase in the number of books being borrowed. In other words, the brand name `Discovery Centre' has not inhibited usage.
The Discovery Centre brand has been particularly successful in attracting a younger audience and this is a vital asset if the LIS is to secure its long term future.
It must not be forgotten that `Discovery Centre' is a new concept and therefore it is not surprising that the brand isn't currently as well understood as the more traditional Library `brand'. It will take time to get the message across to the vast majority of Hampshire residents and LIS's marketing communications need to be both informative and persuasive.
It is believed that, due to the success of Discovery Centres in the early years of their operation, the brand should be given time to mature. However the understanding and appeal of the brand will be monitored regularly.
viii) That the LIS should undertake a comprehensive review of efficiency in the service, including consideration of the wider deployment of Radio Frequency Identification systems (RFID) to support self-issues and self-returns of books, and greater efficiency in libraries.
This is in hand. With help from Treasurer's Consultancy, a business case is being compiled for RFID, setting out the aims, objectives and business benefits. The aim is to submit an Invest to Save bid in early 2009 to start the roll out, on a phased basis, during the 2009/10 financial year.
ix) That the LIS should demonstrate how staff, as well as other stakeholders, are to be engaged in the process of developing services.
This is an evolving process. Many staff have been involved in the development of the Business Plan. From this plan, action plans have been developed for the 5 library group areas, with input from staff at a local level. The Plan's actions are reflected in Individual Performance Plans for 2008/09. Staff will also be involved in the development of the strategy for the service..
The Communications and Engagement Plan will set out how stakeholders will be involved in the process of developing services.
Some funds have been identified and will be delegated to the five library groups for spending in consultation with local targeted groups.
x) That the LIS should provide a clear statement of roles and the range of potential routes for people to progress within the service.
In hand.
xi) That the LIS, through engagement with local communities, and better use of demographic research and library systems, should move towards better and more effective targeting of materials, including books, other media, and e-information, driven by local customer needs and preferences rather than a general solution for all. The new Library Management System (Spydus) which is being rolled out across the Library Service in the autumn, will enable the Service to do much more targeted work with its users. The LIS should aim, in its five year strategy, to increase its percentage spend on books over that period, but based on local engagement, local aspirations and priorities.
This will be factored into the strategy.
xii) That the LIS should make clear its intentions with regard to special collections held in Hampshire Libraries in the context of their 5 year strategy and to explore options for the better exploitation of these resources.
This is already in hand. The Business Plan for 2008/11 states:- `Develop guidelines and policies for the effective development, maintenance and exploitation of special and Local Studies collections.'
xiii) That the LIS should, as a matter of course, consider co-locating new libraries before stand alone buildings. The LIS should show how the co-located elements would mutually expect to gain from the proposed arrangements and what community engagement has been undertaken to inform the development.
Agreed, unless there are extenuating circumstances, new libraries will always be co-located in buildings with other organisations.
xiv) That the LIS should review library hours, engaging with communities to determine the most convenient and regular times for the needs and wellbeing of the community.
Since April 2007 library opening hours have increased by 46 hours, including Sunday openings at Aldershot and Andover. Consultation was carried out at Whitchurch, Lee-on-Solent and South Ham libraries which resulted in changes to opening hours in 2006 and 2007. This will continue at other libraries.
xv) That the LIS should continue to review the layout of all libraries and discovery centres, to encourage customers to move through shelving and library areas to stimulate interest and `impulse' borrowing, and to encourage customers to sit and dip into books.
This is done all the time and is on-going.
xvi) That the LIS should further improve its customer care training to include a) a strong emphasis on building a customer focused culture, b) good quality customer care training for all staff for particular target groups, including children and young people and c) training for front line staff to elicit feedback from customers, and to ensure that all customer comments and compliments are used to support continuous service improvement.
a) a customer care training course is in the process of being rolled
out to all library staff during 2008. Feedback from this course will
inform future training given for new staff.
b) this is included in the customer care training. New staff participate in the nationally recognised `Welcome Host' training
c) this is being considered as part of the on-going training plan for
library staff
5. View of Local Councillor
5.1 This is of relevance to all Members.
6. Legal Implications
6.1 Minimal or none.
7. Financial Implications
7.1 These are considered in the report and have been built into the budgets for 2008/09 and beyond.
8. Personnel Implications
None.
Links to Corporate Strategy
Yes No
Hampshire safer and more secure for all
Maximising well-being √
Enhancing our quality of place √
Section 100 D - Local Government Act 1972 - background papers
The following documents disclose facts or matters on which this report, or an important part of it, is based and has been relied upon to a material extent in the preparation of this report.
N.B. the lists excludes:
1. Published works.
2. Documents that disclose exempt or confidential information as defined in the Act.
TITLE LOCATION
Report of Library Scrutiny Panel Democratic Services
Chief Executive's Department