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Strategies for Success - delivering sustainable libraries

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Strategies for Success - delivering sustainable libraries

  1. 1. Strategies for Success – Developing sustainable libraries Nick Poole, Chief Executive, CILIP Axiell User Conference (03.05.2017)
  2. 2. This is a “user” (also sometimes known as a ‘person’). All discussions about sustainability for libraries should start here...
  3. 3. User-centred Adopting the principles of ‘user-centred design’ helps to create services that are attractive, valued and used – key to sustainability...
  4. 4. Service Design The way you design & develop your services needs to reinforce the relationship you want to have with the user
  5. 5. Organisational development The organisation you build to develop & sustain these services must continue to focus on and adapt to the changing needs of the user
  6. 6. Foresight Money Partnerships Stakeholder support/buy-in
  7. 7. Foresight Money Partnerships Stakeholder support/buy-in External partners No organisation is an island – achieving a user-centred library on a sustainable basis means making friends & influencing people
  8. 8. Strategies for success 1: Focus on the user Sustainable organisations are part of the community they serve – they know & build relationships with their users & prioritise the changing needs of the user.  Actively engage the user in service development  Proactively promote the benefits of the service to the user  Focus on customer service excellence and the user experience  Develop and manage relationships
  9. 9. Strategies for success 1: Focus on the user “Swansea University Student’s Union has recently announced a big win for students, who use the Bay campus library as a base of study. After strong campaigning and negotiation, Swansea University have decided to add 52 additional study spaces to the Bay campus site. In addition two Bay campus study rooms and one Singleton room have become self-bookable.” http://waterfrontonline.co.uk/news/swansea-students-win-on-bay-library-study-spaces
  10. 10. Strategies for success 1: Focus on the user “Student involvement has been crucial to delivering the concept of “hubs” which shifts the paradigm from the academic library as detached ‘provider’ to students as partners in their education and experience of university life.” Benjamin Meunier UCL Cruciform Hub
  11. 11. Strategies for success 2: Service design & development The service should be designed, developed and adapted over time to ensure that it continues to meet the changing needs of the user.  Convenience and accessibility of locations  Service hours to meet user needs and lifestyles  Attractive, comfortable physical environments  Content and formats appropriate to user behaviours  Use technology to solve real problems/create opportunities for engagement  Adapt services based on observation & feedback
  12. 12. Strategies for success 2: Service design & development Intake Primary School, Doncaster
  13. 13. Strategies for success 2: Service design & development
  14. 14. Strategies for success 3: Designing sustainable organisations  “Culture will get you through times of no strategy better than...”  Invest in and develop your people – they are your service  Embrace the values and ethics of your profession (incl. senior managers...)  Ensure you are clear about your mission and have a plan to achieve it  Promote leadership at every level of the organisation  Be clear on the difference you make – your outcomes/impact  Have data/metrics in place to help you celebrate success & target development
  15. 15. Strategies for success 3: Designing sustainable organisations Source: Axiell Public Libraries UK Survey 2017
  16. 16. UCL Libraries Strategy 2015-18 Strategies for success 3: Designing sustainable organisations
  17. 17. UCL Libraries Strategy 2015-18 UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse intellectual community, engaged with the wider world and committed to changing it for the better; recognised for our radical and critical thinking and its widespread influence; with an outstanding ability to integrate our education, research, innovation and enterprise for the long-term benefit of humanity. The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services and facilities in six over-arching areas of activity: • User experience • Staff, equality and diversity • Finance, management information and value for money • Systems and processes • Sustainable estate • Communication, Open Access and outreach
  18. 18. UCL Libraries Strategy 2015-18 UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse intellectual community, engaged with the wider world and committed to changing it for the better; recognised for our radical and critical thinking and its widespread influence; with an outstanding ability to integrate our education, research, innovation and enterprise for the long-term benefit of humanity. The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services and facilities in six over-arching areas of activity: • User experience • Staff, equality and diversity • Finance, management information and value for money • Systems and processes • Sustainable estate • Communication, Open Access and outreach If you’re part of a larger organisation (a University, School, Local Authority, business), make sure your Library Strategy quotes & connects to their overall strategy & plan
  19. 19. UCL Libraries Strategy 2015-18 UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse intellectual community, engaged with the wider world and committed to changing it for the better; recognised for our radical and critical thinking and its widespread influence; with an outstanding ability to integrate our education, research, innovation and enterprise for the long-term benefit of humanity. The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services and facilities in six over-arching areas of activity: • User experience • Staff, equality and diversity • Finance, management information and value for money • Systems and processes • Sustainable estate • Communication, Open Access and outreach Be ambitious about the role your library or information service can play – define excellence in your own terms
  20. 20. UCL Libraries Strategy 2015-18 UCL 2034 underlines and extends UCL ’s mission to be London’s Global University: a diverse intellectual community, engaged with the wider world and committed to changing it for the better; recognised for our radical and critical thinking and its widespread influence; with an outstanding ability to integrate our education, research, innovation and enterprise for the long-term benefit of humanity. The Library Services Strategy is embedded in this ambition and seeks to deliver a first-class user experience across the whole UCL family of libraries. UCL Library Services will deliver innovative services and facilities in six over-arching areas of activity: • User experience • Staff, equality and diversity • Finance, management information and value for money • Systems and processes • Sustainable estate • Communication, Open Access and outreach Target the areas that have the most relevance/resonance for your users and stakeholders
  21. 21. Strategies for success 4: Get the help you need  Keep an eye on trends – foresight helps spot opportunities & mitigate risks  Be clear on where your money comes from, consolidate 1st, then diversify  Build partnerships – they help keep you fresh & up-to-date  Nurture your stakeholders & secure long-term buy-in
  22. 22. Strategies for success 4: Get the help you need “Give up a deficit model and embrace the aspirations of the community. Rather than talking about how the community can’t read, research, or access the Internet, we need to talk about how reading, researching and accessing the Internet can help our communities unleash their potential. We should be asking how libraries help our communities thrive. If we can put together that vision in a compelling way, people will support libraries out of self-interest, not out of pity, charity or a sense of obligation.” R David Lankes
  23. 23. According to Axiell’s 2017 UK Public Library Survey, 97% of respondents feel that advocating for the library service within the local authority is their job. Strategies for success 4: Get the help you need
  24. 24. Strategies for success 4: Get the help you need Building creative partnerships (in this case between the Library Service, local booksellers & the Tourism Service) helps drive sustainability
  25. 25. Foresight Money Partnerships Stakeholder support/buy-in
  26. 26. This is a “user” (also sometimes known as a ‘person’). All discussions about sustainability for libraries should start here...

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