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Aalborg Public Libraries

Aalborg Public Libraries. Bodil Have Library Director Tina Bang Jakobsen Head of Development Next Library 15.6.2013. Agenda. About Aalborg Public Libraries Hosting and service A project in Aalborg Effects Follow-up and evaluation A building promoting The main library

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Aalborg Public Libraries

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  1. Aalborg Public Libraries Bodil Have LibraryDirector Tina Bang Jakobsen Head of Development NextLibrary 15.6.2013

  2. Agenda • About Aalborg Public Libraries • Hosting and service • A project in Aalborg • Effects • Follow-up and evaluation • A buildingpromoting • The mainlibrary • Principles of library design • Library Tour

  3. Aalborg Public LibrariesFactSheet: Library Tours • Main Library (Central library for The North Denmark Region) • 12 openbranchlibraries • 1 integrated (school/public) library • HistoryAalborg • 3 mobile libraries • 2012 in numbers • Visitors 1.800.000 • Circulation (excluding digital circ.) (3.200.000 ) 1.700.000 • Homepage visits 1.000.000 • Weeklyopeninghours, total 1.084 • 421 staffed, 663 staffless • Employees 156 full-timeequivalents

  4. World Class - a world of difference Hosting and service

  5. ” It’seasier to teach a shop assistant the basics of the librarian’strade thanteaching a librarian the basics of the service trade Steffen Gulmann, 11 Design ”

  6. Whyhosting An uncertain future for the public libraries Keencompetition from otherplayers of the experienceeconomics Decliningcirculation and increasingdigitization From collections to connections – from transaction to relation Professional competencies under great pressure - the librarian profession as service profession

  7. Whyhosting From theory and good intentions to PRACTICE Change management and corporateculture The absence of a common service concept Openlibraries as a hugesuccess - distinctions between staffed and staffless hours The retail and tourist trades as sources of inspiration

  8. Hosting and science – the theory Your attitude X Your actions = Yourhosting Think as a guest … act as a host

  9. Is yourhosting ?

  10. The common denominator for good experiences Cordiality Professional competencies

  11. Workingwithlibraryhosting • Affects everything – and takes time • Everyone must contribute – including management • ” What you focus on – will succeed” • Follow-up is important • A common basis and standard for homogenous service • Increasesawareness of • external and internal service • doingthings in new ways • self-service emphazising the need for hosting • … more and more guests are complimenting the library hosting

  12. Visibility and recognizability

  13. Reception • A physicalproduct • A reception-standard followed by staff enrolling guests (i.e. borrowers)

  14. Floorwalking and briefing The floorwalker is a host roaming the libraryspontaneously, welcoming and assistingguests

  15. TargetedLending Directly mediating library services Salesmanship Unsolicited ”customer” contact

  16. MysteryShopping Interviewers posing as regular guests, testing specific library services – observing…… and reporting Dialogue between management and employees

  17. Frontstage and backstage

  18. The HostingCode • We are smiling and forthcoming – always welcoming our guests • We always ask our guests, if they are familiar with the library – and guide them to their destinations • We return answers competently, asking clarifying questions enabling us to present spontaneous alternatives and related library services – inspiring our guests • We sum up the encounter in order to ensure “customer” satisfaction - and close the encounter with a smile and a kind remark

  19. Evaluation • Weevaluate all initiatives • We allways reflect on • why, who, how ? • Evaluation is the possibility of development, prioritizing and follow-up

  20. National BenchmarkStudy spring 2013 • 92 % receive the assistence they require • 89 % indicate that staff is attentive and easily picked out • 60 % use the library more often after it became an open library • 91 % indicate that the open libraries are user friendly • 45 % indicate indifference to the presence – or absence – of staff • 35 % prefer to visit the library during staffed hours • 75 % feelsafe • Service and customer satisfaction has improved remarkable • since the last study in 2011

  21. World Classprojects • Værtensklasse1.0 • 2011 – 2012 (mainlibrary) • The staffedopeninghours Værtensklasse2.0 • 2012 – 2013 (openbranchlibraries) • The stafflessopeninghours Værtensklasse3.0 • 2013 (openbranchlibraries) • Experience and experience design • The World Class • 2012 – (national competencedevelopment) • teachingprocesses in 25-30 municipalities in Denmark - so far

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