Embed Size (px)
DESCRIPTION
Presentation by Mark Freeman, Libraries Manager, South Tyneside Metropolitan Borough Council
Citation preview
Developing Customer Focus and Standards
Your wish is my command!
Career Development Group National Conference
Liverpool 2009
Mark Freeman
Libraries Manager, South Tyneside Council
Chief Librarian of South Tyneside
Chair of SCL NE
Chair of Share the Vision
Twelve Library Authorities
Formerly supported by an active MLA
Passionate people, Passionate Places
The most northerly region of England
Roman and Christian Heritage
The historic Border country
The Industrial Powerhouse
Now twelve Unitary Authorities
Small but perfectly formed!
2.6 million population
Two sub regions, two Counties
225 libraries in the Region
13.2 million visits per annum
13.4 Million book issues per year
National Indicator 9 – 45.9 for NE
Reading North and Frontline
Welcome to your library
Investors in Children
North East Accessible Libraries and
Information Services
Embervision
SCL NE’s Groups
Branching Out
Reader’s Days
Training
Frontline training
National Year of Reading
Paul Hamlyn Foundation project
Originated in London
6 Pilot projects around country
Tyne and Wear sub regional project
Only multi site pilot
Training
Events and establishment of networks
www.welcometoyourlibrary.org.uk
Supported by MLA North East
Organised through ASCEL/SCL NE Group
Individual Authority approach
Engagement with Young People
Action Planning
Improvements
North East Accessible Libraries and
Information Services
Partnership with voluntary sector and Share
the Vision
Improved services
Better coordination
Higher satisfaction and better coverage
Increased focus on the customer base
New ways of working
RFID and Self Issue
Improve our image
Reduce customer stress
Remove barriers
Modernise
Consistency
Fiona Emberton – retail/libraries background
Back to the basic messages
Focus on our business
Customer awareness
Housekeeping
Newcastle were the “Trail blazers”
June 2008 Three Conferences
Agreement of set of Regional Standards
Individual Authorities approach
Auditing libraries
Make changes and adjust working practices
Re-audit to see changes
Fiona -the background and the theory
Hosting and Welcoming
Consultancy
Street appeal
Building transition zones and impression
Managing Space and Layouts
Display and merchandising
Posters, brochures and community information
Know how you are doing
Interpersonal skills & customer “radar”
Being distinguishable
Hunters and gatherers
“The reference interview”
Don’t point!
Making sure needs are met
Exterior appeal
What lies inside
Customer impression
How does it feel?
Before!
After !
Before!
After!
Managing spaces
Marketing
Posters and brochures
Know your service
Going shopping
Workshops
Producing the Standards
The Champions
Adopted a set of Regional Standards
Whole Authority approach
Individual styles
Our vision for the future.
One size does not fit all
We can work regionally
You can’t do everything at once
You can do something!
