MARIA NESHEVA-KOSTADINOVADORA GABE DISTRICT LIBRARY, DOBRICH

MODERN LIBRARY SERVICES AND INITIATIVES26 APRIL 2012, DOBRICH

Identification of Target Groups and Library Services

Responding to Users’ Needs

“The services of the public library are provided on the basis of equality of access for all, regardless of age, race, sex, religion, nationality, language or social status.”

IFLA/UNESCO Public Library Manifesto, 1994

Elements of Effective Library Service Provision

Identifying potential users Analyzing users’ needs Developing services to groups and individuals Introducing customer care policies Promoting user education Cooperating and sharing resources Developing electronic networks Ensuring access to services Providing library buildings

IFLA Guidelines for Public Libraries BLIA, 2011

Identifying Potential Users

People at all ages and at all stages of life Individuals and groups of people with special needs Institutions within the wider community network

Analyzing Needs within the Community

Management tools environment analysis community needs analysis monitoring and evaluation performance measurement

Environment Analysis / SWOT Analysis

STRENGTHSModel criteria:1.      Service advantages 2.      Competitive advantages 3.      Unique bid price 4.      Resources, assets, staff 5.      Experience, know-how, information 6.      Financial reserves, possible return 7.      Cost-quality value8.      Geographic location 9.      Accreditation, qualification, certificates 10.  Management 11.  Equipment 12.  Library philosophy and values

WEAKNESSESModel criteria: 1.   Service disadvantages 2.   Lack of competitive advantages 3.   Reputation and presence 4.   Finances 5.   Vulnerable library features 6.   Compliance with deadlines and work under deadline pressure 7.   Quality flaws 8.   Facilities and equipment 9. Management outreach, continuity of managerial decisions

OPPORTUNITIES Model criteria:1.    Sector development 2.    Vulnerable features of competitors 3.    Sector trends 4.    Development of technology and innovations 5.    Global impact 6.   Target groups 7.   New unique suggestions     8.    Partnerships    9.    Influence of fashion trends, seasons, climatic conditions   

THREATS (RISKS)Model criteria:1.    Political effects 2.    Legislative effects 3.    Environmental effects 4.    IT sector development 5.    Intentions and goals of competitors 6.    Demand 7.    New technology, services, ideas 8.    Key contacts and partnerships 9.    Impediments 10.  Loss of key staff 11.  Lack of staff 12.  Climate change

Community Needs Analysis

Demographic information about the community Data about organizations in the community Information about business and commerce in the locality Information about the catchment area of the library Transport patterns in the community Information services provided by other agencies in the community

Customers Should Be Involved in Service Development

Focus group and community surveys what services they use and require users’ complaints users’ response to services and new initiatives suggestion boxes information from groups of potential users

Monitoring and Evaluation

Evaluation of all programs and services achieving objectives and declared goals timely and regular provision meeting the needs of the community changing needs need of improvement resources effectiveness and efficiency

“Library statistics: data can make a difference”

“Library statistics are necessary for the effective management of libraries, but they are still more important for promoting library services to the different types of stakeholders…”

IFLA Library Statistics Manifesto, 2010

Library Performance Indicators

Library usage indicators Collection indicators Human resource indicators Qualitative indicators Information and communication technology indicators Comparative indicators

Demographic and economic statistics. Population assessment data

Measuring Quality: Performance Measurement in Libraries

Measuring Quality: Performance Measurement in Libraries

Authors: Roswitha Poll, Peter Te Boekhorst Bulgarian Library and Information Association, Sofia, 2011ISBN 978-954-9837-20-9

With IFLA permission

Public Library Marketing. Public Relations. Advocacy

Four main marketing tools marketing study marketing segmentation marketing mix strategy marketing evaluation

Public relations

Advocacy

Services to Users

Key services provided by modern public libraries loan of books and other media provision of books and other materials for use in the library information services using print and electronic media readers’ advisory services including reservation services community information services user education including support for literacy programs programming and events modern communication tools like blogs, mobile phone texts and use of social networks for

reference services and public relations

IFLA Guidelines for Public Libraries

BLIA, 2011

Service Provision to Groups and Individuals

Services for children Services for young adults Services for adults Services for community groups Services for special user groups

Effective Library Service Provision

Lifelong learning Leisure time interests Information services Cooperation and resource sharing Libraries in communities Reading and literacy promotion Information literacy User education Information navigator Library ambience

Customer Care Policies

Adequately planned, prepared and reliable library services Convenient and attractive library building Convenient opening hours Online accessible library catalogues and websites Book loan period extension and book reservation services Services outside the library building Convenient equipment Special equipment

Positive effect on users