How libraries help to change the world...
Ross DuncanDeputy Chair, Public Libraries Australia
Public Libraries Australia | www.pla.org.au
“The future will see all the world’s information available at all times to all
people wherever they are”……Michael Ossipoff - Telstra Futurist
What does this mean for us????
Public Libraries Australia | www.pla.org.au
About Sunshine Coast libraries...Aspect Statistics
Number of branches 10 static and 3 mobile libraries
Active membership 130,908 (approximately 39% of the resident population).
Collection size 894,678 items
Annual visits 2 Million visits annually (approximately 7,000 per day)
Annual loans 3.9 Million loans annually
Website hits Approx 120,000 per month, or 1.4 Million per year
Number of members receiving monthly newsletter
53,000 (increasing 15% annually)
Annual number of reservations of material
450,000 (increasing 14% annually)
Internet access 90 public access computers offering approximately 130,000 hours of free internet access. Wireless Internet access at 9 branches, offering free access during library opening hours for people with their own laptop/mobile device.
Programs, activities and events. Approximately 4,500 annually.
Annual operating budget $11,132,870 (includes internal charges)
Annual expenditure on lending items
$1,719,210
Public Libraries Australia | www.pla.org.au
Are we seeing the whole picture?
Kodak case study….
Public Libraries Australia | www.pla.org.au
Is this us?
Even if you have innovated in the past, you need to continue to monitor consumer trends and strive to innovate to deliver what the customer wants.
If we do nothing but play it safe, the competition may make sure we are unable to “stay in the game”.
Public Libraries Australia Ltd
The moral?
Public Libraries Australia | www.pla.org.au
What are the trends for loans?
Public Libraries Australia | www.pla.org.au
Historical levels of visitations
Public Libraries Australia | www.pla.org.au
What business are we in? Education. Inclusion. Awareness. Information. “Experiences”. Connecting people with information.
Public Libraries Australia | www.pla.org.au
Our role....Our role....
CHANGE THROUGH
LEARNING & EDUCATION
Australia’s most sustainable
region: vibrant, green and diverse
Current practices, existing attitudesand behaviours in our communities.
NOW THE FUTURE
Public Libraries Australia | www.pla.org.au
How Libraries change the world
We can positively impact on all aspects of the “Quadruple bottom-line”.
Environmental sustainability.Social development.Cultural development.Economic growth and stability.
Public Libraries Australia | www.pla.org.au
Who is our audience?Comparison of library members by age and background population
(June 2008, includes non-active members)
0
5,000
10,000
15,000
20,000
25,000
30,000
0-4 5-910
-1415
-1920
-2425
-2930
-3435
-3940
-4445
-4950
-5455
-5960
-6465
-6970
-7475
-7980
-8485
-8990
-9495
-99
100-1
04
Age group
Num
ber
of p
eopl
e in
age
gro
up
Total library membersTotal population
Public Libraries Australia | www.pla.org.au
A growing virtual service
0
20000
40000
60000
80000
100000
120000
140000
160000
Apr-08
Jun-0
8
Aug-08
Oct-08
Dec-08
Feb-09
Apr-09
Jun-0
9
Aug-09
Oct-09
Dec-09
Feb-10
Apr-10
Jun-1
0
Aug-10
Oct-10
Dec-10
Feb-11
Apr-11
Month
Tota
l Num
ber Website Hits
Online RenewalsReservations PlacedPC Bookings PlacedLinear (Website Hits)
Public Libraries Australia | www.pla.org.au
Where do people ‘listen’ to us
Public Libraries Australia | www.pla.org.au
Understanding our customers
1. “Serving” our current customers2. From customers to customizing3. Re-Membering our past customers4. Actively attracting new customers
Public Libraries Australia | www.pla.org.au
“Serving” our current customers
Easiest option – ‘business as usual’. Existing services and operations and
products delivered to existing customers. What are the challenges if we continue….. We constantly use resource constraints to
explain our concentration here…. Our “comfort zone”.
Public Libraries Australia | www.pla.org.au
From customers to “customizing”
63,000 emails and growing. The customers have the answer….. Surveys to design next educational
workshops, performance of services, and members expectations for the future.
Promotion of events and educational workshops and initiatives from other areas of Council.
Public Libraries Australia | www.pla.org.au
Customers to ‘customizing’ (cont.)
Improving our spaces.Changing our ‘tone’ – notices,
signage, job titles.Upgrading LMS.Talking Tech inbound.Self check machines. Introducing new tech ASAP.
Public Libraries Australia | www.pla.org.au
Re-Membering our past customers
Aimed at reconnecting with members who hadn’t visited in the last two years.
“We’ve missed you ! – here is what you’ve missed”.
Asking people to return any overdue items, or simply come back to visit and renew their relationship with us.
Messages targetted by age groups. Many long overdue items returned, and many
members reconnected
Public Libraries Australia | www.pla.org.au
Actively attracting new customers
Kid’s Only card campaign – Green Sheep campaign. Targeted at 10,000 children prep to Year 2. 3,800 new members in 1st year…
New Junior Library Members 2009/2010
0
200
400
600
800
1000
1200
Month
Num
ber o
f new
mem
bers
per
mon
th
20092010
Public Libraries Australia | www.pla.org.au
Attracting new customers (cont.)
Going to where the customers are (Social housing outreach, local playgroups, pop-up library at Uni).
Design competition for youth library card.
Y-Shop “The Corner” for children and their
parents.
Public Libraries Australia | www.pla.org.au
How much time are we spending on each activity?
“Serving” our current customersFrom customers to customizingRe-Membering our past customersActively attracting new customers
Are we doing the right things at the right time?
Public Libraries Australia | www.pla.org.au
Our partners....
Public Libraries Australia | www.pla.org.au
From 722 to almost 6000 in 7 months
Public Libraries Australia | www.pla.org.au
Our responsibility….
If not now, then when, if not by us, then by whom?
Lead, innovate, experiment, explore, adapt, overcome, convince, persuade, entice, modify.
The customers have the answers……
Public Libraries Australia | www.pla.org.au
“We are going to relentlessly chase perfection, knowing full
well we will not catch it, because nothing is perfection. But we are
going to relentlessly chase it, because in the process, we will
catch excellence. I am not remotely interested in just being
good” - Vince Lombardi
Public Libraries Australia | www.pla.org.au
Public Libraries Australia | www.pla.org.au
Environmental Sustainability
Contributing to Environmental Sustainability through activities, workshops and events. Worm farming and Composting – 1000
people Growing your own veggies – 800 people Keeping chickens – 600 people Solar Panel information sessions – 200
people Efficiency programs for pool owners Energy reduction and efficiency sessions
Public Libraries Australia | www.pla.org.au
Social DevelopmentContributing to Social Development through activities, workshops and events.
Adult Literacy programs Healthy Today, Here tomorrow (health talks) Eat Well, be active (encouraging active and healthy lifestyles) Changing face of adoption, legal sessions Asperger’s sessions Developing “Bibliotherapy” approach in conjunction with local GP’s Linking with partners for Stress, Depression and Anxiety workshops
Public Libraries Australia | www.pla.org.au
Cultural Development
Contributing to Cultural Development through activities, workshops and events. Stimulation of local creative industries. Sales and display of work of local ‘creatives’ in
libraries Major channel for communication and
engagement with the community on topics such as the Community Plan, Social Plan, Cultural Plan and other strategies and approaches.
Connection gained by participants through 4500 workshops, activities and sessions annually.
Public Libraries Australia | www.pla.org.au
Economic growth and sustainability
Contributing to Economic growth and sustainability through activities, workshops and events. Small business skills (Let’s get digital
workshops, How to work in your PJ’s) Electronic publishing/distribution info
sessions FIFO-DIDO worker intelligence gathering Collaborations to improve skills in tourism
operators Sales of products from local authors, artists
and others in online store ‘Digital Economy’ skills development
Public Libraries Australia | www.pla.org.au
Some challenges...
Perceived decrease in relevance of libraries.
Increasing availability of electronic books, and paper books at cheaper prices.
Increasing population and increasing expectations of residents and visitors.
Restricted financial resources.
Public Libraries Australia Ltd
Future plans... Increased membership and increased number of
visits Increased understanding of our community and
our customers Freeing librarians to be librarians Introduction of e-books and e-audio books for loan Better technology and more public courses on
emerging technologies Improved marketing and promotion for libraries Improved leadership position at the state level on
important issues including mentoring of smaller library services
Staff attraction and retention strategy
Public Libraries Australia Ltd
Future plans (continued)...To change the world!Help our communities to become: More understanding More accepting More inclusive More prepared for challenges More resilient to change More enjoyable, welcoming and inclusive
for all
Public Libraries Australia Ltd
How libraries can help Councils...
Implementation of Council’s strategies Community Engagement Consultation venues Community information displays Public education Surveys and questionnaires Limited only by your imagination!