Download - Aalborg Public Libraries
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Aalborg Public Libraries
Bodil HaveLibrary Director
Tina Bang JakobsenHead of Development
Next Library15.6.2013
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Agenda
About Aalborg Public Libraries
Hosting and service
• A project in Aalborg
• Effects
• Follow-up and evaluation
A building promoting
• The main library
• Principles of library design
Library Tour
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Main Library (Central library for The North Denmark Region)12 open branch libraries 1 integrated (school/public) libraryHistoryAalborg 3 mobile libraries 2012 in numbers
Visitors 1.800.000Circulation (excluding digital circ.) (3.200.000 ) 1.700.000Homepage visits 1.000.000
Weekly opening hours, total 1.084- 421 staffed, 663 staffless
Employees156 full-time equivalents
Aalborg Public Libraries Fact Sheet: Library Tours
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Hosting and service
World Class- a world of difference
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It’s easier to teach a shop assistantthe basics of the librarian’s tradethan teaching a librarianthe basics of the service trade
Steffen Gulmann, 11 Design” ”
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Why hosting
An uncertain future for the public libraries
Keen competition from other players of the experience economics
Declining circulation and increasing digitization
From collections to connections – from transaction to relation
Professional competencies under great pressure - the librarian profession as service profession
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Why hosting
From theory and good intentions to PRACTICE
Change management and corporate culture
The absence of a common service concept
Open libraries as a huge success - distinctions between staffed and staffless hours
The retail and tourist trades as sources of inspiration
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Think as a guest
… act as a host
Hosting and science – the theory
Your attitudeX
Your actions=
Your hosting
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Is your hosting
?
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The common denominator for good experiences
Cordiality Professional competencies
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Working with library hosting
• 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• Increases awareness of
external and internal servicedoing things in new waysself-service emphazising the need for hosting
… more and more guests are complimenting the library hosting
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Visibility and recognizability
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Reception
A physical product
A reception-standard followed by staff enrolling guests (i.e. borrowers)
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Floorwalking and briefing
The floorwalker is a host roaming the library spontaneously, welcoming and assisting guests
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Targeted Lending
Directly mediating library servicesSalesmanshipUnsolicited ”customer” contact
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Mystery Shopping
Interviewers posing as regular guests, testing specific library services
– observing…… and reporting
Dialogue between management and employees
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Frontstage and backstage
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The Hosting Code
• 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
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Evaluation
•We evaluate all initiatives
•We allways reflect onwhy, who, how ?
•Evaluation is the possibility of development, prioritizing and follow-up
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92 % receive the assistence they require89 % indicate that staff is attentive and easily picked out
60 % use the library more often after it became an open library91 % indicate that the open libraries are user friendly
45 % indicate indifference to the presence – or absence – of staff35 % prefer to visit the library during staffed hours
75 % feel safe
Service and customer satisfaction has improved remarkablesince the last study in 2011
National Benchmark Study spring 2013
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Værtensklasse 1.0• 2011 – 2012 (main library)• The staffed opening hours
Værtensklasse 2.0• 2012 – 2013 (open branch libraries)• The staffless opening hours
Værtensklasse 3.0• 2013 (open branch libraries)• Experience and experience design
The World Class• 2012 – (national competence development)• teaching processes in 25-30 municipalities in Denmark - so far
World Class projects